I began my veterinary career in 2012 at Snowy Vets, stepping into a fast-paced clinic with no prior experience. Over time, I took on broader responsibilities across client communication, marketing, and administration, eventually transitioning into management and business ownership. Leading a growing team, I introduced systems that improved workflow, strengthened client relationships, and enhanced patient outcomes. As a business owner, I’ve focused on operational efficiency—streamlining inventory, refining scheduling, and implementing tools that support both team performance and client care. I’m passionate about creating environments where people and patients thrive, and I believe that strong internal systems are the foundation of sustainable success. Whether driving wellness initiatives, supporting team development, or optimizing operations, I remain committed to compassionate leadership, continuous improvement, and building a business that balances clinical excellence with meaningful client experiences.
In the fast-paced world of veterinary medicine, it’s easy to focus solely on the patient in the exam room. But what happens after they walk out the door? That’s where the real magic of client care happens.
Follow-up calls are far more than just a task on a checklist; they are a vital clinical tool. By moving away from the "no news is good news" mentality, we can:
● Improve Patient Outcomes: Catch complications early and ensure treatment plan adherence.
● Build Lasting Trust: Strengthen the bond between the clinic and the client through proactive communication.
● Drive Business Growth: Increase retention and referrals by showing clients their pet's well-being is our top priority.
Join me as we discuss how to empower receptionists—the front line of every practice—to lead this process and turn a simple phone call into your practice’s most powerful tool for loyalty and care.
Sponsorship Enquiries
Ellen.phelan@terrapinn.com
Speaking Enquiries
Amanda.liversage@terrapinn.com
Marketing Enquiries
natalie.mcclelland@terrapinn.com
Chinese Sales Enquiries
zhengyumeng@cccmhpie.org.cn
Startup Enquiries
Meg.OBrien@terrapinn.com