Spread over two floors, the 3,300 sq ft flagship practice is unusually large for a London clinic, and has a dedicated dental suite and laboratory, as well as six spacious and bright consulting rooms.
Notably absent from the practice are a reception desk and continuously ringing telephones.
Instead, customers receive a warm welcome in the members’ area, with separate spaces for cats and dogs.
Shades of lilac on the walls have been carefully chosen to keep animals calm, while a pick and mix wall filled with toys and treats is designed to help pets develop positive associations with vet visits.
Co-founders Russell Welsh MRCVS and online estate agent entrepreneur Daniel Attia say that a large portion of Creature Comforts’ customers have signed up as ‘All Access’ members, paying £20 per month to get unlimited access to expert care from vets and nurses.
This includes as many consultations as they need, annual vaccinations and discounted routine treatments e.g. 50% off microchipping.
The remainder have opted to pay as they go for treatment.
Creature Comforts’ chief veterinary officer, Dr Simon Hayes, says: “One of the biggest problems with UK veterinary care is that, due to the expense of consultations, pet owners are understandably reluctant to book in to see a vet until their animals are really sick.
"With a subscription model that includes unlimited consultations, we’ve removed the cost barriers to accessing expertise easily and quickly, so pets are seen more frequently, and conditions can be identified and treated earlier in the disease process, meaning a vastly better outcome for pets and hopefully greater financial savings over their lifetime, too.”
Simon added: “Many people comment on the peace and quiet.
"The absence of phones ringing or receptionists permanently on calls is unusual.
"But because our customers book in, submit queries and request medications via our app, we don’t need these things.
"While our virtual care team can take calls, they’re not based in the practice.
"This frees up our people to welcome customers and make a fuss of their pets so we can turn what has long been a stressful appointment into a positive experience.
"People have told us their pets, who trembled and cried at their previous vet, are now pulling to come inside because they know they’re going to get a treat and lots of attention.
"We’re still doing all the things vets do, in terms of offering excellent care, expertise and advice, but the entire experience around it has been totally transformed.”
Creature Comforts’ third site, also in London, will open towards the end of this year, and the company is keen to hear from veterinary surgeons, nurses and others who may be interested in upcoming vacancies.
The new, four storey, architecturally-designed clinic is full of natural light and includes calming and spacious staff breakout areas.
By combining a beautiful work environment with seamless technology, the company believes it can transform working conditions and job satisfaction for vet teams.
On the tech side, the Creature Comforts has created a proprietary app which allows triage to be handled online and for staff to work flexibly.
The company says the app also reduces the administrative burden, a contributory factor for staff burnout.
Creature Comforts says most clients subscribe at a cost of £20 per pet per month, giving them unlimited consultations, instant bookings and live chat via the app (as well as annual vaccinations and discounted routine treatments).
This should mean animals are seen more frequently, and conditions can be identified and treated earlier.
Memberships will be capped to control vet team caseload and to ensure a good customer experience.
The company is also addressing Competition and Markets Authority concerns, with prices for routine treatments listed on its website, upfront estimates for procedures, and a business model hinged on unlimited access to expertise (i.e. consultations, instant in-app bookings and live chat) at no extra cost for subscribed members.
Creature Comforts says its vet team benefits from a share of their clinic’s profits, above industry-standard pay, compensated overtime, a well-balanced staffing ratio, manageable working hours and scheduled breaks.
Dr Russell Welsh, COO and co-founder of Creature Comforts, said: “It’s an incredible feeling to see a plan come together in a sector that’s so ripe for transformation.
"We want to bring the passion, joy and fun back to our profession, and this is an opportunity to do things differently and vastly better, with a fresh and carefully-considered business model founded on the principles of health and happiness.
"This is vet care as it should be."
https://www.creaturecomforts.co.uk
Creature Comforts will be using the cash both to open the clinics and build a proprietary app which will give owners seamless 24/7 access to veterinary care, whilst allowing vets to work more flexibly and more often from home.
VetSurgeon.org caught up with Russell Welsh (pictured), co-founder of the new business alongside Daniel Attia.
Russell said: "During the pandemic, there was a recognition that employers needed to do more to attract and retain veterinary staff, and so there has been a move towards more flexible working and better employment packages.
"The problem is that we then saw a massive increase in the number of pets, and the profession is struggling to meet demand.
"On top of that, the corporatisation of the profession has meant that both staff and owners often feel less connected with each other.
"We think the answer lies in independent practices making better use of technology to reduce the workload on veterinary staff whilst creating a better, seamless, more personal experience for pet owners.
"There are of course companies offering online consultations, but they tend to be stand alone services, or belong to corporate groups.
"What we're doing differently is developing our own system so that we don't lose control of any stage in the client journey and can make sure the quality of care, after care and service is consistently high.
"We'll also be putting together a share option scheme, so our employees will really feel a proper sense of ownership."