My receptionists have really enjoyed doing the awards, and it has helped them and me see what is required of them as a Veterinary Receptionist. It has helped me see where they could improve or if they need any more training with any part of their job.

I have completed the Bronze course, and I really enjoyed it (and I did pass thank goodness!). We are looking forward to the Gold award which is coming soon!

Working on a busy reception can bring may challenges. The BVRA Bronze and Silver Award cover different scenarios that we come face to face with regularly. It makes you more aware of the way we carry out our daily procedures, the way the practice runs and vets' actions and attitudes when beginning and ending consultations. The course has initiated changes in our practice, and encouraged discussions about the best way to make these changes. It makes you think about your telephone manner, your actions and situations through the eye of the client.

It's about time we had a 'body' for receptionists who have a particularly difficult job sometimes! They are the 'front line' and I'm proud to see all the certificates on display. We are seeing benefits in terms of customer care, communication within the practice and staff job satisfaction and are likely to make it a mandatory part of the reception role for any future employees