8 | Busy clinic at heart of community The Companion Vets team - going the extra mile to meet client needs. Waikato Business Awards: Companion Vets REGIONAL DEVELOPMENT Sue Russell Establishing a veterinary practice focusing on Companion Vets has opened a new chapter for Dr Craig and Margie Brighouse and fellow director Dr Juliet Matthews in professional careers that stem back decades in the sector. Margie leads the management team and steps in at busy times and helps wherever she can. She says things are beginning to settle down post COVID. “We’re back to reasonably normal which in a vet clinic is still a little bit crazy.” Successfully juggling appointments for pets and dealing with the unexpected emergency keeps the team on their toes and Margie says, one of the most important reasons this new practice is doing so well is the qualities of the team of veterinary nursing and support staff who understand just how precious pets become to their human parents. And with this in mind, when the opportunity came to buy premises in Hamilton’s northern precinct, Pukete, Craig and Margie spent considerable time to carefully consider the layout of the clinic. “We know it is often a stressful situation to bring a pet to a clinic, so we’ve got single waiting rooms, cat-only waiting rooms and for those who are bringing a pet on its final journey to the clinic, we have a separate exit space as this can be a very upsetting time.” Above all, Margie says, the building has to be super-functional and after looking at many design ideas they settled on a floor-plan, fixtures and furnishings that really work well. Companion Vets opened in November 2020 and the practice has been steadily growing since. Making the experience for pet owners and pets as positive as possible is always the aim. “I love the fact that there is so much natural light that floods in and that the spaces are calming.” Many of the staff engaged in the practice go back a long time, having worked with Craig at a former clinic. Margie says she feels this is testament to what a good professional is he is to work for. “We really have a family feel to the clinic. Work is very demanding but our culture of helping each other out is really special. I think our camaraderie actually helps our clients to feel at ease.” Last year, proof of just how much clients value the care Companion Vets dispenses on animals in their charge was evidenced in being named finalists in the Service Excellence category at the Waikato Chamber of Commerce Business Awards. “We were delighted to have the quality of our service recognised in this prestigious event,” says Margie. Companion Vets is a full-service clinic, with “We really have a family feel to the clinic. Work is very demanding but our culture of helping each other out is really special.” a range of sophisticated diagnostic and treatment technologies. Having clinic hours that work for people is another reason for its success. Monday to Friday Companion Vets is open 8 am – 6 pm to cater for those working and the doors open again on Saturday mornings until 12.30 pm. Supporting trainee nurses and veterinarians is also important Margie explains. “Craig’s been a vet for so long now and when he trained he appreciated the guidance and support he received from experienced practitioners, so now we are in a position also to give back to the sector. “We enjoy it when students are on placement with us.” Given the demands that come each day Margie says they also make opportunities for the team to enjoy social time with each other, out of the work environment. “That was important when we had split teams due to COVID. Now we’re all back on deck its been great to celebrate that fact.” Being locally owned and operated by the owners gives the practice its own special character. “We’re not some big corporate or part of a chain of veterinarian businesses. We’re here everyday engaging with our clients and we very much value those relationships. And two of our three directors are women which is not something you’re going to find in most veterinarian businesses.” And animals extend to their own home, in the form of two cats and dogs. One cat, Margie was determined to name; a cat they adopted with a deformed leg. “I wanted to name this special one and give her a name truly befitting of her new situation so I called her The Empurress Pawlina.” In fact, she says its interesting to see the trends in pet names that come and go. “It’s just the same as how there are trends in babies names.”
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