Elly Russell, Lisa Fisher

Vets for Pets, Manchester, United Kingdom

Objectives

How can we improve quality improvement (QI) capability across a dispersed network of primary care veterinary practices?

Practice teams at Vets for Pets lead their own Quality Improvements which are often audit based. Support to use other techniques is limited, with few projects leading to sustained and ‘real change’. Opportunities to enhance patient & client care are missed.

Methods

We began by diagnosing the root causes of this inactivity using process mapping and fishbone analysis. Barriers included lack of time, limited understanding of QI methodology, and absence of a culture of continuous improvement. Subsequently, Vets for Pets partnered with QIClearn to introduce the QI Leaders programme, a four month blended learning pathway based on the Institute for Healthcare Improvement (IHI) Model. Participants (vets, RVN's, practice managers and support staff) completed online modules, received mentor support and undertook QI projects. Each project applied diagnostic tools, defined SMART aims, established baseline measures and tested change ideas using Plan-Do-Study-Act (PDSA) cycles.
Results

Following implementation, projects increased from zero in September 2024 to seventeen by the end of 2025. Improvements were noted in clinical process reliability, such as consent form completion and postoperative pain scoring. Participants reported greater understanding of QI methodology, stronger leadership confidence and enhanced engagement in improving patient care.

Statement: Impact/ Clinical Significance

Introducing structured QI education supported by mentorship enabled veterinary teams to deliver meaningful improvements in safety, efficiency and clinical consistency. This demonstrates that primary care veterinary settings can successfully adopt formal QI frameworks when provided with practical tools, coaching and organisational support.