The client support team is probably one of the most critical roles in practice, when it comes to client satisfaction. The client's journey will often start with a phone call to the veterinary practice, or a face-to-face discussion with the receptionist. This is no-less-true for the end-of-life client journey. As part of the client support team, they are expected to be able to deal with an emotional client and tread carefully through euthanasia and end-of-life discussions on a regular basis. This can feel isolating, and front-of-house team members don't always get the necessary training in the required and specific communication skills needed for these conversations.
Veterinary Support Teams Benefit from Pet End-of-Life Training
In our research with veterinary practices, client support team members tended to take their cues from the veterinary staff, who themselves have probably received very little training in end-of-life patient and client care. So the approach of a practice and its cultural norms, can be at odds with what is needed for best practice. CPD doesn't tend to focus on end-of-life, and client support teams can find themselves low on the priority list for training.
Understand the Client Pet Loss Journey
Through the Compassion Understood course, we aim to give BVRA members the necessary skills to feel confident in their end-of-life interactions with upset pet owners. We'll help them understand the deep bond that exists towards end-of-life, and look at why that may make pet owners sometimes irrational or unclear in their communications with them. We'll help your members to walk through the client journey, and give you information on what to do and say at all the touchpoints along this journey. From the initial client phone call, to the steps you need to take following a euthanasia or discussion of aftercare, we'll give them protocols to feel confident that they are delivering what the client, and the patient, ultimately needs at this sensitive time.
Teamwork is encouraged and we help integrate front-desk interactions, with consultation steps, so that the client team and clinical teams work seamlessly together.
Everyone who completes and passes the course or components will be awarded with a Downloadable Compassion Understood certificate, and earn accreditation points.
You can read more about the content, course structure and number of CPD hours earned in our Courses pages.
Component 3 of our training programme is specifically aimed at Reception and front of house teams and I would like to make this available to BVRA members at a discounted price.
Our normal price is £75 per component but we would like to make this available to BVRA members for only £30.
***Please go to your BVRA dashboard to take advantage of this offer.***
We recommend Reception teams do component 3 only as this is non clinical, components 1 & 2 are designed for vets and Nurses as there is quite a lot of clinical stuff in there.
Component 3 covers the following.
The client journey
· Moving towards a bond-centred approach,
· The client journey part one: Before the last appointment,
· The client journey part two: After the last appointment,
· Supporting the client after their pet's passing,
· Bringing everything together.
Component 3 is broken down into five, 30 minute modules that your team can dip in and out of to help with time pressure, and there is no time limit to complete.
Compassion Understood will be speaking at the BVRA congress on 16th March 2019.