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Enterprise training and implementation consultancy

By MWI Animal Health

Enterprise Training is an important part of our implementation process here in our Practice Technology business.  As part of training we prepare and educate teams and individuals to use our practice management system Merlin to run their veterinary operations. 

We have an experienced team with veterinary backgrounds that provide this service across the UK to all practice types including small animal, farm, equine and referrals. 

Your assigned implementation consultant will work with your teams to assess practice specific needs, create a personalised training curriculum, and guide you through the implementation process.

What are the benefits to practice staff?
Training offers numerous benefits for both employees and organisations. 



Here are some key advantages:


  • Improved job performance - Training equips employees with the necessary skills and knowledge to perform their jobs effectively using Merlin. It enhances their expertise, boosts their confidence, and enables them to handle their responsibilities more effectively.
  • Increased productivity - Well-trained staff members are more efficient and productive in their practice roles using Merlin. They can complete tasks more quickly and accurately, leading to enhanced overall productivity and output for the organisation.
  • Enhanced employee satisfaction and motivation - When employees receive training opportunities, it demonstrates that the organisation values their professional development. This increases job satisfaction and motivation, as employees feel supported and empowered in their roles.
  • Consistency and standardisation - Training ensures all employees have a consistent understanding of the organisation's policies, procedures, and best practices. It promotes standardisation and helps maintain quality and consistency in work processes across the organisation.
  • Improved customer satisfaction - Well-trained employees provide better customer service and support. They possess the skills to effectively address customer needs, resolve issues promptly, and deliver a positive experience, resulting in increased customer satisfaction and loyalty.

Overall, staff training is an investment that yields significant returns by improving employee performance, engagement and organisational success.


How do we approach training?


When approaching Merlin training, it's important to have a structured and systematic approach to maximize your learning potential.


Goals - We start by defining your goals. Together we will clearly articulate what you want to achieve through the training, what modules are to be used and priority areas. We will use this time to determine the specific skills or knowledge you want to acquire, and who needs to acquire this within your teams.


Resources - We will have discussions around identifying available resources. The training can be delivered remotely, face-to-face or a mixture of both. What would suit your practice the most? Consider both free of charge and paid resources, and choose those that align with your teams availability and practicality best.


Planning - A clear training plan is created to guide each session. We will break down the subject matter into smaller, manageable units or modules. Starting with the foundational concepts before progressing to more advanced topics. Estimated timings for each session will allow you to plan accordingly when designating training to team members.


We understand the importance of learning styles. That’s why during our training, attendee’s have the option of simply watching and following along on a shared screen, utilising a project pack that would allow them to jot down any notes or top tips, and also have hands on experience by replicating workflows on their own device should they wish. Following training, we provide and actively encourage users to engage with their Merlin demo platform to apply what they have learnt to some real-world exercises to help solidify understanding.


Remember that learning Merlin is a continuous process, and it's important to maintain a growth mindset. Embrace challenges, be persistent, and approach Merlin training as a journey of learning and improvement.


What do we cover in training?


All roles are catered for, and we know that all practices differ when it comes to roles and responsibilities. Every team member will attend the General User training session which will guide you through the customer and patient journey covering the main workflow from welcoming a client and patient into your practice, to them walking back out the door later that day.


Following on from that, training sessions will be tailored to ensure the correct training is delivered to the right people dependent upon their responsibilities within practice. We will work with you to detail all modules and topics, so you have control of the attending audience.


What help is available after training is complete?


Post-implementation support refers to the assistance and maintenance provided once Merlin has been implemented. It plays a crucial role in ensuring the success and smooth functioning of the PMS.

Your practice will be in Hypercare for a number of days (to be confirmed by the implementation consultant).  During this time, your implementation consultant is dedicated to support your post training needs, should anything arise.


Post-implementation support helps identify and resolve any issues or challenges that arise after the implementation. It provides a mechanism for users to report problems, bugs, or functional issues they encounter, allowing the team to address them promptly. This helps minimise disruptions, maintain productivity, and ensure the system meets the organisation's requirements.


Your implementation consultant can offer additional training and guidance to users after the implementation to help them adapt to the new system. This includes providing documentation, conducting further training sessions, and offering one-on-one assistance. By empowering users with the necessary knowledge and skills, post-implementation support enhances user adoption and improves overall productivity.


We also offer access to an number of recordings from our Merlin Training Academy, giving users the chance to revisit modules and workflows instantly. Where required, these videos can be tailored to preferred workflows ensuring standardisation and consistency is delivered according to your practice protocols and policies.


Where can I learn more about training?

If you’re interested in understanding more about our implementation consultancy and training, then you can email:


or contact us via phone and the contact page on our website.


“Clear and very patient detailed explanations”

- Cerys, Willows Veterinary Hospital, Hartford

“Always available to support. Friendly, approachable staff, especially Karen.”

- Emma Penn, Willows Head Office.

“Everyone has been really knowledgeable, helpful and gone out of their way to support us, especially Karen and Ellie.”

- Willows Vet Group