LDC Top 50 2026
Dr. Mel Fuller
CEO
The Pet Vet
A chemist by training, seasoned operations specialist Dr. Mel Fuller joined The Pet Vet five years ago to “build on the founding vision and deliver a growth plan”.
At the time, the industry was struggling with staff retention. “Vets work unpredictable shift patterns, which affects their work/life balance.” She introduced a fixed day off and shift patterns built around vets’ lives.
She also introduced a funding programme for training, “These people are intellectual rock stars. They need to continually learn and grow.” The business turned over £22 million in 2025. “We want to expand to 30 surgeries but I’ll always want to know every vet by name and what makes them tick.”
We want to expand to 30 surgeries but I’ll always want to know every vet by name and what makes them tick.”
Q&A
How did your career bring you to The Pet Vet?
I had never worked in the vet industry before joining this business. But whether I was selling building materials, developing M&S hampers or negotiating contracts for manufacturing baby cots in China, the golden thread throughout my career has been a drive to meet customer needs and exceed their expectations. I joined The Pet Vet because I was excited by the founder’s vision, and his commitment to create a legacy; family businesses are where I’ve truly thrived.
How have you grown this business?
I joined in 2021 and by the end of that year I had opened our fourth surgery in Lincoln. In 2022, an opportunity arose to acquire a group of eight surgeries through a fire sale. It was too good to miss, but an uphill battle that first 18 months. Creditors hadn’t been paid so we committed to clear the debt. We suddenly had two of everything – phone providers, HR systems, security systems, clinical frameworks, organisational structures, cultures – all of which had to be consolidated. Then we stabilised; and last year we refinanced the organisation with a debt facility to allow us to grow again. Our 13th surgery will open this year in Greater London.
How do you get the best out of your people?
The industry average vet retention is 18 months – we have 48 per cent of vets with over 2 years’ service and 8 per cent with more than five years. We introduced work patterns to give our colleagues a predictable life outside work. Our surgeries are designed to be bright, spacious and ergonomic. We have invested in equipment and training so that vets can offer advanced diagnostics and treatment. I’ve collaborated with our colleagues on meaningful benefits packages, including a range of recognition payments. I also work from every surgery at least every 6 weeks – that’s where my greatest source of learning comes from.
