Understanding Business
12th Edition
ISBN: 9781259929434
Author: William Nickels
Publisher: McGraw-Hill Education
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A Business Report to improve the delivery of HR Processes at Amber Dale Veterinary Group (ADV)
You are appointed to advise the six directors of Amber Dale Veterinary Group
(ADV) about action they can take in the field of human resource management that will alleviate the pressures they are working under. They are asking for advice both in respect of short-term and longer-term plans.
What advice would you give in the following areas:
• Reducing staff absence and alleviating work pressures
• Recruiting new team members
• Reducing staff turnover
• Improving ADV's record in the field of diversity and inclusion
Justify your answer with reference to published research and your wider reading
![Case Study
Amber Dale Veterinary Group (ADV)
Amber Dale Veterinary Group (ADV) is an independent,
veterinary practice, based at six locations in and around
a large town and its county in the English midlands. It is
comprised of six long-established practices, which were
previously run as separate, competing surgeries, but
which have, over recent years, joined together to form a
single organisation [ADV], which enabled some sharing
of resources, facilities, administrative systems and
expertise.
ADV is a doing well as a business. It is financially sound
and the aim is to diversify its activities and expand
further in the future. The management team consists of
six men, who are qualified practicing vets. All six are
Directors. While each takes day-to-day responsibility for
the management of one of the surgeries, five also carry
further, specific practice-wide responsibilities. Dick
Davies is the Managing Director, Omar Le-Mark focuses
on marketing issues, Abdul Miha looks after the
finances, Ben Fogul is responsible for the development
of the team's small animal practice, while Freddie
Malone leads the team that cares for farm animals. The
six Directors are, currently, supported by a team of
eighteen additional veterinary surgeons, who have a
variety of specialisms, thirty-six qualified veterinary
nurses, nine receptionists, four kennel assistants, a
financial controller, a Tuberculosis (TB) tester and two
administrators. More than half of the team work on a
part-time basis. Women make up over 85% of the staff
who are employed. The average annual salary for full-
time vets at ADV is £55,000. For the practice's nursing
team it is £25,000.
In the last two years, DV, like most veterinary
practices, has encountered very significant operational
difficulties. The COVID-19 pandemic saw a fifty percent
increase in the number of households purchasing new
pets - mostly cats and dogs, which has led to sharp
increases in demand for pet health checks, inoculations,
microchipping and neutering operations, as well as
general medical care. New post-Brexit rules on the
export of live animals and animal products to the
European Union have led to a fifty-fold increase in
inspection and certification work in the country's farms
and abattoirs. This is time-consuming, due to the
amount of paperwork vets have to complete before
signing off the export forms.](https://content.bartleby.com/qna-images/question/569a0d75-d2e3-4ae9-aae6-a1e08344dc55/9bc0ecc2-fbac-4e53-9ee4-99c82294cd11/990kg1d_processed.jpeg)
Transcribed Image Text:Case Study
Amber Dale Veterinary Group (ADV)
Amber Dale Veterinary Group (ADV) is an independent,
veterinary practice, based at six locations in and around
a large town and its county in the English midlands. It is
comprised of six long-established practices, which were
previously run as separate, competing surgeries, but
which have, over recent years, joined together to form a
single organisation [ADV], which enabled some sharing
of resources, facilities, administrative systems and
expertise.
ADV is a doing well as a business. It is financially sound
and the aim is to diversify its activities and expand
further in the future. The management team consists of
six men, who are qualified practicing vets. All six are
Directors. While each takes day-to-day responsibility for
the management of one of the surgeries, five also carry
further, specific practice-wide responsibilities. Dick
Davies is the Managing Director, Omar Le-Mark focuses
on marketing issues, Abdul Miha looks after the
finances, Ben Fogul is responsible for the development
of the team's small animal practice, while Freddie
Malone leads the team that cares for farm animals. The
six Directors are, currently, supported by a team of
eighteen additional veterinary surgeons, who have a
variety of specialisms, thirty-six qualified veterinary
nurses, nine receptionists, four kennel assistants, a
financial controller, a Tuberculosis (TB) tester and two
administrators. More than half of the team work on a
part-time basis. Women make up over 85% of the staff
who are employed. The average annual salary for full-
time vets at ADV is £55,000. For the practice's nursing
team it is £25,000.
In the last two years, DV, like most veterinary
practices, has encountered very significant operational
difficulties. The COVID-19 pandemic saw a fifty percent
increase in the number of households purchasing new
pets - mostly cats and dogs, which has led to sharp
increases in demand for pet health checks, inoculations,
microchipping and neutering operations, as well as
general medical care. New post-Brexit rules on the
export of live animals and animal products to the
European Union have led to a fifty-fold increase in
inspection and certification work in the country's farms
and abattoirs. This is time-consuming, due to the
amount of paperwork vets have to complete before
signing off the export forms.
Transcribed Image Text:Not only have the number of appointments in ADV's
surgeries increased very significantly, but there has also
been a significant increase in off-site visits, including,
emergency call-outs overnight and at weekends.
Staff at ADV have struggled to cope. Absence due to
stress has been a major problem, as have the number
of people being required to self-isolate, having taken
positive COVID-19 tests or having had contact with
infected people. This has increased the burdens on
other team members hugely. The Directors too are all
now mentally and physically exhausted, due to working
long hours and not taking sufficient holidays.
At times, the six practices have had to refuse to take on
new patients and have been unable to see animals that
do not require emergency treatment for several days.
Routine surgical procedures have also been postponed,
and customers have frequently been asked to travel to
different practices, as it has been unable to open all six
of them each and every day. COVID-related procedures
and protocols have also required pet-owners to leave
their animals at the surgery door, rather than to
accompany them inside consulting rooms. These
procedures, along with rising prices for veterinary care
and prescription medicines, have led to some angry pet
owners, which has, sometimes, resulted in them using
abusive language towards staff. Many pet owners have
been distressed and have required emotional support
during the period of pandemic restrictions.
Staff retention has also been a major problem. There
are, currently, seven vacancies for qualified vets and ten
for veterinary nurses which ADV is struggling to fill.
Veterinary surgeons are on the government's shortage
occupation list, meaning that overseas recruitment is
perfectly possible. But the Royal College of Veterinary
Surgeons (RCVS) will only register vets to practice in
the UK if they have a high standard of English, and the
pandemic has made it impossible for language tests to
be carried out at approved centres in the normal way. It
has also been very difficult for the directors to travel
overseas to recruit new people.
The time available for training and continuing
professional development has been restricted by the
increased workload and it has also been necessary to
suspend the regular all-staff monthly meetings that used
to be held to discuss improving services and future
strategic plans. Morale is low and several long-standing
members of the team are known to be actively seeking
alternative employment.
END
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