The BVRA runs the following types of CPD for veterinary receptionists

New From BVRA -Competent Veterinary Dispenser Award

Whilst veterinary surgeons are responsible for ensuring that veterinary medicines are handled and dispensed according to the Veterinary Medicines Regulations, many vets delegate the processes of acquiring, storing and dispensing medicines to non-veterinary colleagues. In order for this to take place legally, as regulated by the Veterinary medicines directorate and the Royal College of Veterinary surgeons within their Practice Standards Scheme, anyone who handles a veterinary medicine must be deemed “competent” to do so. The Competent Veterinary Dispenser Award is a simple means to ensure that non-veterinary colleagues are compliant with these regulations

  • The Competent Veterinary Dispenser Award (CVD) is delivered via two online webinars which takes approximately 1.5 hours to complete.
  • Delegates will be expected to answer five multiple choice questions correctly at the end of each webinar to acquire their award

BVRA Bootcamps are coming to a place near you soon!

The BVRA Roadshows return in 2019 and will cover the core emotions of fear, anger, disgust, sadness and joy that a veterinary receptionist experiences in practice. The day will focus on what you can do when dealing with difficult situations by understanding, recognising and managing the psychology of these core emotions. You will learn how these manifest in veterinary practice as well as what you can do to handle them.

The dates are:

8th May 2019 Westerwood Hotel, Stirling
25th June 2019 Mercure Parkway, Sheffield
10th July 2019 Mercure Hotel, Bristol North
18th September 2019 Birmingham Dogs Home
2nd October 2019 Templeton Hotel, Belfast
20th November 2019 Hampshire Court, Basingstoke

Price

£59plus VAT for members
£119plus VAT for non-members

Further details will be available soon.

Who should attend?
This course is relevant to all veterinary receptionists as well as practice managers who are managing their reception team
Who are the speakers
Brian FaulknerColourful Consultancy and BVRA founder
Kay WatsonBVRA founder
What will be covered?

These roadshow days will focus on what veterinary receptionists can do when dealing with difficult situations. These will include client anger, aggression, disrespect and complaints as well as when clients are anxious and sad.

The day will develop your emotional literacy and intelligence by understanding, recognising and managing the psychology of the core emotions of fear, anger, disgust, sadness and joy. You will learn how these manifest in veterinary practice as well as what we can do to handle them.

Session 1
10am -11am
Anger

Anger is caused by 2 things; A sense of injustice and / or A sense of obstruction. Anger is a common and volatile feature of how clients express their dissatisfaction and it is important that we understand how to handle it as effectively as we can

Coffee break 11-11.20 am
Session 2
11.20am -1pm
Contempt / disrespect

Contempt is a form of disgust which occurs when someone feels that you are “beneath them” and not worthy of your respect. Eye-rolling is a sign of contempt. You may see contemptuous behaviours when you are trying to explain or clarify something. It is one of the most toxic ingredients to any relationship and is hard to deal with

Lunch 1-2pm
Session 3
2pm – 3pm
Sadness and bereavement

Sadness is caused by a sense of loss. The loss of a pet is not something that can be recovered or reversed. Sometimes sadness associated with the loss of a pet is mixed with regret, guilt and anger. It is important that we understand what grief is, as well as its typical cycle, and what we can do to allow clients to ‘grieve’ over their loss without shame or embarrassment will go a long way to shortening the period of grief

Coffee break 3-3.20pm
Session 4
3.20pm – 4.20pm
Fear and worry

We feel afraid when we perceive a real or imagined threat of harm or loss. Often our doubt or uncertainty about possible loss or harm are major causes of worry or anxiety, which is of course common when pets are ill. The key to managing anxiety is to help people manage their uncertainty and doubt and therefore we will look at the practical things you can do to help them understand that

Finish 4:30pm
Day timings

Registration 9.30am for a 10 am start
Finish at 4.30pm
Lunch provided

Cost
BVRA members £59 + VAT
Non-BVRA members £119 + VAT