Contact Us
Contact Us

CASE STUDY

Providing Clarity, Unified Direction, and The Structure to Support it: A Case Study of One of the UK’s Largest Independent Veterinary Groups.

Client:

Multi-site Independent First Opinion Veterinary Group

Employees:

70+

Location:

United Kingdom

Services:

Business Improvement, Organisational Culture Change, People Strategy

Our Client

We were approached by one of the largest independent first opinion veterinary groups in the UK seeking a comprehensive business review in view of creating a unified vision, a revised strategy, a thriving culture, and a sustainable future.

Client:

Multi-site first opinion independent veterinary group

Employees:

70+

Location:

United Kingdom

Services:

Business Improvement, Organisational Culture Change, People Strategy
Over 30 years, the group had evolved from a single-site practice into a six-site operation with a busy hospital, multiple certificate holders, and an increasing referral caseload. However, rapid expansion, over the last few years, had caused the group to outgrow its infrastructure. There was confusion over responsibility for day-to-day decision-making, and the overall direction of the organisation had become unclear. With multiple Directors pulling in different directions, inconsistent decision-making and lack of consensus had led to organisation wide uncertainty about the future. The Directors sought a reset to regain clarity and alignment across the organisation.

Project Objectives

Our Task:

Review the organisation from top to bottom to identify the current and desired future state and establish unity on direction and the strategy for getting there.
Our primary task in this project was to create alignment among the Directorship regarding the future direction of the organisation and ensure buy-in from the Senior Leadership Team (SLT) for the proposed changes. We needed to establish a shared vision and gain consensus on the key objectives of the consulting project, aligning them with the group’s long-term goals.

Once this foundation was built, our next step was to conduct a thorough analysis of the organisation’s current state, focusing on its structure, processes, efficiencies, leadership dynamics, and overall culture. We examined the engagement and morale of the teams on the ground, who would play a critical role in driving the necessary changes and shaping the group’s future.

With this comprehensive understanding, our goal was to define the optimal structure, along with the operational systems and processes needed to maximise efficiency and effectively implement the newly aligned vision, while offering key recommendations to cultivate a positive, thriving organisational culture.

Key Questions to be Answered

How aligned are the Directors on the future of the organisation?
How receptive are they to making necessary changes?
What is the long-term direction and strategy for the group?
What is the current state of the organisation’s culture and employee engagement?
What should the vision, mission, and values of the group be moving forward?
What is the ideal structure to achieve the group’s strategic objectives?
How do we engage and motivate staff to embrace the reset and contribute to long-term cultural development?

Our Approach

After meeting with the Directorship and wider Senior Leadership Team (SLT) to align on the group’s overarching goals, we set about reviewing the entire organisation. Our review was guided by IntrinsiaVet’s Aligned Veterinary Organisation Model©, a bespoke strategic framework designed for comprehensive business analysis.

We designed an organisation-wide survey to challenge or validate the perspectives of leadership. Early findings revealed inconsistent decision-making, varied levels of involvement from the Directorship, and an undefined leadership structure. In response to these insights, we introduced a mid-project SLT away day, creating a forum to address past challenges, design a new vision, clarify individual roles and responsibilities, and establish a clear decision-making framework moving forward.

As with all our veterinary business improvement projects, time spent on the ground was key. Immersed in the team’s dynamics and daily operations, we gained a holistic view of the clinical and operational systems, employee sentiment, and overall group structure.

With a clear future vision, we analysed the gathered quantitative and qualitative data and delivered a comprehensive and extensive report. Our recommendations included a redesigned organisational structure, operational enhancements, and actionable pathways to cultivating a positive, thriving workplace culture.

Key Work Undertaken

Director and Senior Leadership Alignment

Integral to the success of all of our business improvement reviews is alignment on the goals of the consulting intervention and desired deliverables. With an unsettled past and Directors historically pulling in different directions, especially important to this project was clarification and agreement on the future direction of the organisation. With multiple key stakeholders involved, it was equally important to ensure true onboarding with the project and true commitment to confront challenges and make positive change going forward.

Bespoke Organisation-Wide Survey

To gain a deeper understanding of the organisation and assess the SLT’s perspective, we developed and conducted a comprehensive staff survey tailored to the group’s specific challenges and areas requiring further investigation. This tailor-made survey provided invaluable insights into employee sentiment, engagement, and perspectives, uncovering leadership inconsistencies, operational gaps, and communication issues, while also surfacing key staff recommendations for cultural and organisational improvement.

Senior Leadership Team Away Day

Following the initial SLT meeting and survey findings, we facilitated a mid-project off-site away day for the Directorship and SLT. This session created a structured forum to openly address past challenges and collaboratively design a new vision for the group. The day facilitated open dialogue to clarify roles and responsibilities, leadership expectations, and a unified decision-making framework. The away day played a pivotal role in drawing a line under the past and creating leadership alignment and a roadmap for the organisation’s future direction.

Site Visits and Observational Analysis

Our team spent a week on-site across all locations, immersing ourselves in daily operations to observe workflows, team dynamics, and operational processes. This allowed us to identify bottlenecks, inefficiencies, and areas for improvement across the staff, client, and patient journeys. Additionally, observing how clinical and non-clinical teams interacted and communicated provided deeper insights into employee engagement, leadership behaviours, and the current organisational culture, including any sub-cultures present within the group.

Staff Interviews

We conducted structured, in-depth interviews with the leadership team, key staff members, and held 1-2-1s with each of the Directors to gain a comprehensive understanding of the organisation’s true culture. These conversations revealed the team’s readiness for change, identified critical challenges, and captured valuable ideas for improvement. The insights gained allowed us to assess leadership alignment and identify opportunities to create a more cohesive, efficient, and motivated team moving forward.

Financial Review

Assessing the organisation’s financial health was a key component of our review. We conducted a thorough analysis of management accounts, revenue streams, and cost structures, identifying inefficiencies, cost-saving opportunities, and potential areas for revenue growth. Our evaluation of essential KPIs highlighted gaps against industry benchmarks, leading us to propose additional operational and clinical KPIs. These recommendations support a more robust, data-driven approach to financial management, ensuring ongoing performance monitoring and sustainable growth.

Results and Outcomes

This consulting intervention delivered two key outcomes. Firstly, the Directorship and Senior Leadership Team (SLT) gained a comprehensive, objective overview of their organisation, spanning financial performance, operational systems, and employee engagement. Secondly, through this in-depth analysis of the current state, we established alignment on the future strategy and provided detailed, actionable recommendations across multiple areas of the business, driving operational efficiency and supporting sustainable, long-term growth.
Unified strategic direction and vision for the future.
Employee-led Vision, Mission, and Values in line with staff sentiment – authentic and resonates with the entire team.
Streamlined organisational structure with optimised processes and operational workflows.
Improved communication, collaboration, employee engagement, and overall workplace culture.
Enhanced financial health through cost-saving measures, refined pricing strategies, and the introduction of new KPIs.
K
L
Strategic Alignment and Vision Clarity
Through close collaboration with the Directorship and SLT, we established a new way of working, driven by unified goals, clear priorities, and well-defined roles aligned with individual strengths. The SLT away day was pivotal in streamlining decision-making and ensuring consistency across the organisation’s direction and operations. Our insights from the employee surveys provided valuable perspectives on the organisation’s purpose, enabling the creation of an employee-led Vision, Mission, and Values statement—authentic, resonant with the entire team, and fully aligned with the organisation’s long-term goals.
K
L
Organisational Structure Redesign
Following the insights gained from surveys, interviews, and operational observations, we proposed a complete redesign of the organisational structure. This included streamlining leadership roles with clear lines of reporting, revised roles and responsibilities, and establishment of a formal decision-making hierarchy. The new structure was designed to support operational efficiency, improve communication, and provide a solid foundation for achieving long-term strategic objectives.
K
L
Financial Optimisation and Sustainability
Through a detailed financial review, we identified inefficiencies and cost-saving opportunities, establishing new KPIs to enhance financial oversight and support sustainable growth. We reviewed the pricing strategy to ensure it reflected the value of services and identified opportunities to improve profitability. Robust protocols were introduced to maintain consistent, accurate pricing across all sites. With these measures and improved financial planning, the group is better positioned to make data-driven decisions and achieve long-term profitability.
K
L
Engaged Workforce and Thriving Culture
Our in-depth analysis uncovered key opportunities to enhance employee engagement and workplace culture. We identified communication gaps, leadership challenges, and areas for greater collaboration. Through targeted recommendations, we supported the development of clearer internal communication, more effective leadership practices, and initiatives to strengthen team cohesion. These improvements have created a more engaged, motivated, and collaborative workforce, creating a positive and sustainable workplace culture.
K
L
Long-term Growth Pathways
By integrating strategic realignment with operational improvements, the group now has a clear roadmap for sustainable growth. With leadership alignment, optimised processes, and a strong workplace culture, they are well-positioned to enhance efficiency, retain top talent, and drive continued expansion. These foundations will enable the organisation to adapt to future challenges while building a thriving, resilient future for both employees and clients.

Client Testimonial

“It’s quite daunting having outside consultants come in to review your business and protocols. IntrinsiaVet however put us at ease straight away. The process focused on the direction that the practice was looking to go in and making sure that everyone was on board with that Vision. The focus and goals set has really improved my job satisfaction, and we are already seeing the improvements that we have made in staff morale. I would not hesitate to recommend them.”
Mrs J, Managing Director

Key Concepts

K
L
The Value of an Objective, Holistic Overview
Before embarking on growth or change, it is essential to truly understand your organisation—not just financially, but through a holistic, objective lens. This includes assessing structures, processes, workflows, efficiencies, employee engagement, and cultural norms. External consultants can provide an invaluable unbiased perspective, identifying hidden challenges and opportunities. Meaningful, lasting change is only possible when built on a deep understanding of the organisation’s nuances and the barriers that need to be addressed.
K
L
The Power of Leadership Alignment
Effective leadership alignment is fundamental to organisational success. Without a clear strategic direction, businesses risk inefficiencies, inconsistent decision-making, and disengaged teams. By bringing leadership together to define unified goals, clarify roles, and establish structured decision-making processes, organisations can create a more cohesive and strategic approach.
K
L
The Importance of Organisational Structure
A business can outgrow its structure, leading to inefficiencies, confusion over responsibilities, and operational bottlenecks. Regularly reviewing and refining organisational frameworks ensures that roles, workflows, and decision-making processes remain fit for purpose. A well-structured organisation enables teams to work more effectively, ensures accountability, and supports business growth. Investing in structure isn’t just about efficiency—it’s about creating an environment where people and processes thrive.
K
L
A Data-Driven Approach to Financial Sustainability
Financial health isn’t just about revenue—it requires a deep understanding of cost structures, pricing strategies, and key performance indicators (KPIs). Without clear financial oversight, businesses may struggle to identify inefficiencies and growth opportunities. Implementing a data-driven approach, with relevant KPIs and sound pricing protocols, ensures a more accurate financial picture. This empowers organisations to make informed decisions, improve profitability, and build long-term resilience.
K
L
Culture as a Business Enabler
A thriving workplace culture isn’t just a ‘nice to have’—it’s a key driver of business success. Engaged employees contribute to better collaboration, higher performance, and improved client experiences. Leadership plays a critical role in shaping culture by ensuring clear communication, supporting professional development, and creating an environment where employees feel valued. Prioritising culture ensures a more motivated workforce, stronger retention, and a sustainable foundation for long-term growth.

Conclusion

This case study highlights the power of a holistic, objective, and strategic approach to business improvement. By first gaining a deep understanding of the organisation’s operations, challenges, and employee sentiment, we were able to drive meaningful change.

Through leadership alignment, operational optimisation, financial refinement, and cultural enhancements, the organisation is now positioned for sustainable growth. A clear decision-making framework, streamlined workflows, and a data-driven financial strategy have strengthened both daily operations and long-term resilience.

Crucially, by engaging employees and incorporating their perspectives, the business now operates with a shared Vision, Mission, and Values that resonate across the organisation. With these foundations in place, the group can continue to evolve, fostering a thriving workplace culture and ensuring long-term success.

This case study demonstrates the transformative impact of a comprehensive, tailored, and hands-on approach to veterinary business improvement.

Working with us

With all our consulting projects our first step is to meet with you, either in person or via zoom, to learn more about your organisation and understand the current challenges you are facing. We work on an NDA basis and so all conversations are strictly confidential.

We don’t believe in pushy sales calls or expect decisions on the spot! Therefore, after we have gathered all the information we require, we will present a proposal with the potential consulting project laid out detailing all elements including the expected costs. If you would like to start a conversation, please get in touch!

Ready to get started
Download the case study for offline reference

Subscribe to our Newsletter

If you want to know more about how our Executive Coaching can help you or your organisation, please get in touch.

Subscribe