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Overview

Vision, Mission & Core Values

“ Bishops' front desk staff, technicians, vets, assistants, pharmacy, they all genuinely care about your pet. How do I know this? Well for one, they remember you, they remember your pet…and express genuine concern for the well being of your pet. ”

8-1-14

Structure for Success

BRVC : What’s Next?

Our Clients & Patients

BARK: Your Feedback

VISION STATEMENT

Optimal desired

future state…

Guidance and

Inspiration…Be a leader in the Veterinary Industry by taking pride in treating every animal and their owner

with unwavering compassion and kindness while providing premium, attentive and innovative

Veterinary care and service.

MISSION STATEMENT

Extension of

Vision…

How we operate...At BRVC

we consistently provide compassionate care toour patients. We understand the needs of ourclients and foster an environment of respect,

teamwork, ongoing learning and pride and veterinary care.

How we define client service

CORE VALUES

Vision & Mission

Provide…Direction & Focus

Decision making

In daily interactions

Shared Goals

Behavior Guide

CORE VALUE WHAT THEY MEAN

EDUCATION1

1

.

2 TEAM WORK

3 CLIENT SERVICE

4 COMMUNITY

Cultivate a culture of respect and pride that

support an effective and dynamic team effort.

Provide a professional and courteous

environment for all pet owners during every

stage of their visit.

CORE VALUES

5 MEDICINE

Our team consists of highly skilled and trained

professionals who strive to be the best

Veterinary resource in the Bay Area.

Being an active participant in our community.

Partnering with pet owners in providing high

quality medicine and surgery.

CORE VALUES: EDUCATION

1) In-house Dental Skills Development

2) Staff Mentor Training Program

3) In-House CE “Professionalism – Own It!”

4) Monthly In-House Medical Rounds

5) Veterinary Internships / Externships

6) Sending over 40 staff for offsite CE

CORE VALUES: TEAM WORK

1) Lives Saved!

2) All Staff Meetings

3) Staff Buzz

4) Cross Departmental Training

5) Team Hire / Working Interviews

6) Collaborative Effort Between Dr’s and Staff

7) Unique Client and Staff Bonds

8) Share Feedback & Ideas with team.

Core Values = Structure for Success

BRVC

CLIENTS

Regardless

of our Individual

roles…

Support

Staff

Veterinarian

Coordinators

Leadership

Same end goal…DEDICATEDATTENTIVEINNOVATIVEVeterinary

Care &

Service

CORE VALUES: CLIENT SERVICE

1) Client Call Backs and Client Alerts

2) Online Payments

3) 24 hour / 7 days a week patient care staff

4) Mobile & Electronic Communications

5) Newsletter

6) Outside Exam Room

7) Online & Mail Order Refill RX

BRVC: Who are our clients?

We strive to be the best in the Bay Area and clients know it! Clients from all

over and bring a variety of pets to BRVC so your can treat them:

• 347# Zip Codes

• 1,472Registered New Clients

• 22,692Pet Owners

BRVC: Who are our Patients?

22,000 Dog Patients

4,500 Cat Patients

500 Exotic & Pocket

Patients

CORE VALUES: COMMUNITY

1) Rescue Support: Donating over $10,000 In Services / Month

2) Sponsor Local Dog Park Waste Stations

3) Local elementary and high school “Vet for a Day”

4) Girl & Boy Scout tours

5) Community Events

• Emergency Preparedness Faire

• Paws In the Park

• Pleasanton Nights

• Ice Bucket Challenge

CORE VALUES: MEDICINE

1) Specialty Services

2) Tailored Treatment Plans

3) Educational Correspondence Documents

4) “Ask the Vet” Articles

5) Mobile Surgeons

6) Medical Boarding

7) Various accreditations supporting our medicine

Structure for Success

BRVC is organized with similar strategic goals to world renown health care providers:

Primary & Urgent

Care Services

Selective

ServicesEducation

BARK: Feedback to Improvements

Patient Care

Improvements

1) Patient Care Daily Updates 2) Hospitalization Information 3) Patient Care visiting hours4) Scheduled Discharge Appointments 5) Recovery Technicians.

BARK: Feedback to Improvements

Technology

Improvements

1) Allowing clients to make

online payments

2) E- Account Statements

3) Text Appt reminders

4) PETLY

5) Pet Text Health Alerts

6) Updated Website and

Mobile Site

BARK: Feedback to Improvements

Staff

Improvements

BARK: Feedback to Improvements

Operations

Improvements

2

BRVC: What’s Next?

Reward Program for client engagement

and loyalty

Book appts, fill perscriptions, Email Vets

Consistent brand image

Employee Site

New Equipment & Building Improvements

New Ultrasound Machine

New Chemotherapy Hood

Addtional Exam Rooms

Thank You

Thank you for providing 14 years of

premium, dedicated, attentive and innovative

Veterinary Care and Service to over 30,000

BRVC patients.

We appreciate the work you do and so do

our clients. Some of your patients

would also like to share their gratitude!

Years of Service Slide

22 Years

Kirsten Willems 20 Years

Jan Cain

18 Years

Chris Keas 17 Years

Dr. Liesl Peterson

14 Years

Dr. Shann Ikezawa

14 Years

Sherri Witt

13 Years

Margaret Urquhart

13 Years

Christina De Leon

12 Years

Terri Baker

Olivia Hernandez

Tara Reynholds

Erin Selby

Cindy Zuanich

11 Years

Dr. Michele Dodd

Carlos Garces

1st Anniversary

Sam Bundt

Julie Gibson

Aunjilique Gonzalez

Alec Shevyda

Breanna Mahaffety

Dr. Trevor Miller

Stephanie Rodriguez

Wendy Sather

Lauren Szyszka

Jennifer Thompson

Dr Stefanie Wong

3rd Anniversary

Danny Allhands

Dr. John Baine the 3rd

Danielle Capizano

Abbye Graham

Emily Holdrege-MacDougall

Traci LeTourneau

Debbie Mullins

Penny Profumo

Devon Sherwood

Irene Troy

5th Anniversary

Stephanie Aguilar

Rodney Jordan

Miriam Segalini

Deanna Stradford

8th Anniversary

Monica Carballar

Dr. Cynthia Easton

Dr. Larry Gilman

Marcela Gozon

Stan Mahan

Emily Popper

Anjela Rocha

Kristin Unger

4th Anniversary

Jessica Garcia

Laurie Gibbs

Dr. Kristi Peterson

Rachel Ray

Nicole Ross

Nikki Walden

7th Anniversary

Jacquelyn Hernandez

Patti Kennedy

Reina Loza

Miriam Miller

Jennifer Monte

Michelle Ouellette

Richard Romero

Dr. Leanne Taylor

Dr. Kristel Weaver-Schoeneman

10th Anniversary

Nikita Evans

Cari Holmgren

2nd Anniversary

Liza Galindo

Sierra Gordon

Meg Rei

Rachel Stauffer

Rebecca Vifian

6th Anniversary

Sam Belmont

Garrett Larson

Sarah Porterfield

9th Anniversary

Cheri DesChamps

Tiffany Sapp

Helen Tarantino

Niki White

Started This YearHannah Andrews

Christine Austin

Rachel Bursley

Alyson Campiotti

Bari Cappelletti

Max Doehrman

Justin Hammond

Lauren Lemma

Alessandra Munoz

Viktoria Narine

Suyen Oliveras

Marino Partlow

Dr. Myrrh Sagy

Chelsea Turner

Jamie Zandstra