Park Ridge Vet comprises two clinics: Park Ridge Animal Hospital and Browns Plains Veterinary Surgery. Together, they’ve been serving the Logan West area near Brisbane for over 30 years.

Originally purchased by Dr Nigel Thomas and his wife in 2004, the practice has grown into a bustling hub of veterinary care. With 53 staff members, including 17 vets and a skilled team of nurses and customer care professionals, the clinic is a cornerstone of its community.

Over the years, the practice has earned numerous accolades, including the Australian Veterinary Association’s Award for Excellence in Customer Service and a Gold Hall of Fame membership for its business achievements. The practice’s long-standing commitment to high-quality veterinary care and a supportive work environment has driven its success.

However, as the team expanded, so did the challenges of managing a large and growing operation. To help overcome these, Park Ridge Vet turned to Crampton Consulting Group (CCG) for leadership development, HR solutions, and team training.

Why Park Ridge Vet decided to partner with CCG

Nigel was familiar with CCG and its founder, Sue Crampton, for over two decades. “I’ve worked with Sue on and off for those 20 years that we’ve owned the business,” he explains.

Their most recent engagement began in 2020 when the clinic brought on additional partners. “We got advice from Sue about our business relationship and workshopped some ideas and structures about how our partnership could work.”

The decision to work with CCG on the new partnership arrangement was based on trust and a proven track record. “You go back to what you have faith in and know what works,” Nigel says. “We believe in Sue’s style and are comfortable that process fits well with me personally and our team.”

Nigel acknowledges that CCG has been their go-to for leadership training, HR advice, and customer care. “We’ve been leaning into leadership training and HR with Sue and CCG. This has been invaluable to me as a business owner.”

Working with CCG: Leadership, HR, and team development

Over the past several years, CCG has worked closely with Park Ridge Vet to address a range of challenges. These efforts have spanned leadership development, strategic planning, and staff training:

• Leadership development: The leadership training was initially focused on Nigel and the business’s partners, but it has since expanded to include the entire leadership team. “We’ve rejigged our entire leadership structure,” Nigel says, “so it’s not just about me, it’s about our whole leadership team. We’ve been working with Sue over the past four years establishing this.”
• HR support: The clinic has benefited tremendously from CCG’s expertise in human resources. As the practice grew to over 50 employees, Park Ridge Vet recognised the need for dedicated HR management. With CCG’s guidance, they trained an internal staff member in HR processes. “She’s worked closely with CCG setting up the HR structure and being a sounding board for what would and wouldn’t work,” Nigel explains. “This relationship has been invaluable for that person to establish their role in the business as an HR manager.”
• Team training: CCG has provided tailored support for team members at different levels. This includes mentoring sessions for nursing staff, customer care training for team members without industry experience, and one-on-one sessions to address communication challenges. Nigel recalls, “We had a staff member who was having some communication challenges. They really engaged with the coaching, which has turned their communication style around.”
• Strategic planning: With the help of CCG, Park Ridge Vet is currently working on a three-to-five-year strategic plan. “Strategic planning probably isn’t my strength,” Nigel admits, “so that’s something we’re looking forward to working on. We want to make sure we can run a good business and an excellent vet clinic, which don’t necessarily go hand-in-hand in practice.”

Healthy return on investment

Nigel believes that working with CCG delivers a significant return on investment. “There’s no doubt it pays dividends,” he says, emphasising the importance of investing in staff development. “At the end of the day, we want our staff to be happy. Happy staff are going to be much more productive.”

Nigel also highlights the value of using an external consultant to bring fresh perspectives and expertise into a business. “Staff often respond to an outside source much better. With CCG, we’re getting input from a consultant that has deep industry experience, expertise, and training.”

The relationship with CCG has helped Park Ridge Vet ensure accountability and follow-through on its initiatives. “Sue keeps us accountable, which is important. It’s not just set and forget,” Nigel adds.

Results: Stronger leadership, HR capability and team morale

Since engaging with CCG, Park Ridge Vet has seen numerous improvements across its operations:

• Stronger leadership: The structured leadership training has empowered the clinic’s leadership team, which has ensured a unified approach to managing the growing practice.
• Enhanced HR capabilities: The internal HR manager, supported by CCG’s expertise, has implemented more effective HR structures, which has benefited individual staff and the overall operation.
• Improved team morale and communication: Tailored mentoring and training sessions have addressed specific challenges, which have helped individual team members thrive.
• Strategic focus: The ongoing strategic planning process has positioned the clinic for sustainable growth in the coming years.

Cost-effective veterinary business consulting

Nigel strongly recommends CCG to other clinics looking to enhance their operations. “I definitely recommend them,” he says. “From our point of view, there are synergies with our close relationship with Provet, so we can integrate it all. It’s a very cost-effective way to get valuable consulting.”

For Nigel, the relationship with CCG is about more than just training, it’s about creating a thriving workplace where staff feel valued and supported. “We’re investing time, effort, and money into our team. That makes them engage better with the business.”