Accredited Veterinary Receptionist Gold Award
You are a veterinary receptionist at Happy Vets. Even though you haven’t been working at the practice the longest, and you’re not actually the Head Receptionist, you are considered by your bosses to be one of the best receptionists the practice has ever had. This is because you always seem to be able to ‘sort out problems’ and you always seem to know the right thing to do or say when issues arise at reception.
Just over a month ago however, you found out that, unfortunately, you will have to leave the practice in six months’ time as you have to relocate across country for personal reasons. You have already told your boss that you will be leaving and in response Maureen has been recruited to replace you when you leave. You have been tasked with training Maureen to ‘be ready’ in six months' time. In fact the bosses have agreed, if they feel that you have done this well, you will be given a ‘Golden Bonus’ as a leaving present. In order to prove to them that you have trained and advised Maureen well, they have asked you to ‘log’ your advice to Maureen when dealing with issues that she encounters.
Your mission, if you choose to accept it, is to train Maureen as to how she could think about, deal with and prevent the following scenarios.
Your plan is simple but genius! You intend to tap into the knowledge, tips and tactic that you have already learnt through the BVRA’s Bronze and Silver awards….as well as what you have learnt through your own experience…and demonstrate how they can be applied by completing the case-logs below.
Guidance when completing the gold level of the AVR
The gold level of the BVRA’s Accredited Veterinary Receptionist Award aims to demonstrate that, not only are you a safe pair of hands, eyes and ears as the first point of contact and advice in veterinary practice, but you can resolve issues when they arise.
The Accredited Veterinary Receptionist Award course was based around the proactive pursuit of four outcomes;
- Clinical resolution
- Client satisfaction
- Financial Resolution
- Colleague satisfaction
Whilst the pursuit of these outcomes sounds straightforward, real life isn’t that simple. Many of these outcomes seem to compete. By pleasing one party, we may well upset another. For example, it’s easier to appease a pushy client if we dispense advice and products without being seen by a vet or nurse, but in doing so, we will likely compromise clinical resolution, financial resolution and colleague satisfaction……and also the law!
Therefore, most of these scenarios have been chosen because they highlight the challenge of keeping “all of the people happy, all of the time”. Many of them emphasise one person’s point of view, or their personal ‘agenda’, often without awareness or consideration for the feelings of others, the law, or why what they propose simply won’t be effective.
So, in order to pass this level of the award and become known as an Accredited Veterinary Receptionist you will be expected to demonstrate that you have the skill, knowledge and attitude required to achieve these four outcomes as well as a knack of keeping “all of the people happy, all of the time”. Of course, sometimes that’s just not possible, so let’s aim for as many people as possible, for as much of the time as possible.
Remember, there is no one right answer, or one right way to resolve situations like this. Note though, there may be a ‘wrong’ way to do it! Citing a solution that accidentally or deliberately breaks the law to keep people happy will result in a fail and, being an Accredited Veterinary Receptionist, means you should know when you – or your practice ‘polices’ – are doing so.
Good luck and we hope you pass! Whilst we want as many people to complete the BVRA’s Accredited Veterinary Receptionist Award as possible, we must hold to a standard that we think is acceptable.
However, in order to show good faith, and demonstrate that we have no desire to ‘profit’ from a close-fail we will allow you to try again for free, should you fail up to two scenarios. Unfortunately, if you fail three or more scenarios we have to charge you a small fee of £25+VAT to cover our marking costs.
Brian Faulkner and Kay Watson-Bray
BVRA Directors and Founders