When I graduated 24 years ago, and started working as a vet, it was very much a given that animals hated going to the vet. It was all about their physical health—nobody was ever looking to see what the animal was dealing with psychologically. No-one stopped to think, ‘let’s make this a cat-friendly vet’ or a ‘dog-friendly vet’. We used to get them through the door, plonk them on the table, then examine them. If they were a placid sort of animal, they’d be fine. But most of them would just freeze in fear. Some of them would try and bite. Around 15 years ago, I set some goals for what I wanted to achieve as a vet. One of them was to create a surgery that animals would love coming to. I got really tired of seeing people dragging their cats and dogs through the door and thought, well surely there’s a better way than this.