Business View Oceania - June 2024

profession. As one of 50 pilot practices, Swans Veterinary Services has been involved in training to create a safer psychosocial workplace. The program addresses mental health issues, aiming to reduce the industry’s high suicide rate and burnout. “We’re deeply committed to the mental well-being of our staff,” Dr. Swan notes. “The Thrive Program is a significant step towards ensuring our team feels supported and can succeed in their roles.” STAFFING AND TRAINING While Swans Veterinary Services has a stable team, finding reception staff remains challenging. Dr. Swan explains that reception roles are particularly stressful as they deal with emotional and sometimes tricky clients. Unlike many practices that combine nursing and reception duties, Swans Veterinary Services has a dedicated reception staff. Despite the challenges, the practice invests in training through Crampton’s Consulting Group, an Australian customer service training provider, to ensure their reception team is well-prepared. “Reception is often the frontline of our practice, and it can be incredibly challenging,” Dr. Swan admits. “We continuously invest in training to ensure our reception staff feel equipped and valued.” NEW EQUIPMENT AND SERVICES Swans Veterinary Services continues to invest in state-of-the-art equipment to enhance its service offerings. Recent acquisitions include a new surgical light for orthopedic procedures, dental radiography equipment, and an equine gastroscope. These additions allow the practice to provide comprehensive care for small and large animals. The practice has also added a second dental cart in 37 BUSINESS VIEW OCEANIA VOLUME 06, ISSUE 06 SWANS VETERINARY SERVICES