Receive our news and offers straight to your inbox
Subscribe
Register your PracticeLog In

Join us at BVRA Congress

Join us at BVRA Congress 1st-2nd October 2021, the only congress that is specifically for the veterinary receptionist community.

Want to find out more? Watch the video on the right hand side from our 2019 congress.

Please note this event has been rescheduled from March 2020 due to COVID-19. All previously purchased tickets have been carried over to the new date.

We have put together an exciting programme of speakers tailored to provide useful insight and professional development for veterinary receptionists.

This is a valuable opportunity to meet and network with other members of our vet receptionist community and there will be an evening social event and dinner on the Friday for you to enjoy.

Registration will open at 8:30am on the Friday morning along with access to the BVRA exhibition hall for a chance to meet exhibitors from a range of veterinary, pet retail and charity organisations.

The Friday will finish at 5:30pm with the congress dinner at 7pm. Saturday will run from 9am-3pm.

This year BVRA congress will be held at Jury’s Inn, Hinkley Island, Leicestershire. To book accommodation with the Jurys Inn, please contact them directly on 01455 630 691 quoting BVRAAL011021. Travel instructions from difference locations are available on the Jurys Inn website here and free parking is provided at the venue.

Not able to attend in person? Got the fear of missing out? We’ve got you covered! Head over to the BVRA Facebook page on the day where we’ll be bringing you all the congress action to enjoy from your sofa.

BVRA Congress terms and conditions available here.

Friday Programme
Friday Programme

Friday 1st October

08.30 – 09.30 Registration and refreshments in the London Suite
09.30 – 09.45 Welcome to BVRA Congress 2021 – Brian Faulkner
 

09.45 – 10.45

Session 1

Wellbeing

Speaker: Brian Faulkner FRCVS

 

 Play your Cards Right and win the Happiness Lottery – part 1

There are many things that make us feel more or less happy.  This fun session will give 100 of them a score ranging from +5 to -5.

We will explore what these are by seeing if you can win the Happiness Lottery by playing your cards right and getting from one end of the board to another – just like on telly’s Play Your Cards Right.
10.45 – 11.15 Coffee break and exhibition in the London Suite
 

11.15 – 12.15

Session 2

Nutritional Truths

Speaker: Clare Hemmings, Royal Canin

 

 In this interactive session we will look at Nutritional Truths, finding out what it is that pets need from a food, taking a look at some common food myths including food quality, the significant differences between nutrients and ingredients and why the pets that live with us are not wild animals, despite what you might read on social media.  We hope this will help you answer some of the questions that clients may ask and help you feel more confident about making food recommendations.
 

12.15 – 13.00

Session 3

Canine Partners

Speaker: Nick Sydenham

 

 Canine Partners is a national charity providing assistance dogs to help transform the lives of people with physical disabilities. Their dogs allow people to enjoy a greater independence and quality of life, by assisting with everyday tasks which are difficult, painful or impossible for individuals with a disability to perform. Each dog is carefully matched to the applicant’s needs and lifestyle, no matter how challenging. They learn tasks and commands that will be of most use in the partnership which could include opening and closing doors, unloading the washing machine, picking up dropped items, pressing buttons and switches and fetching help in an emergency. They can even help people to get undressed and remove a card from an ATM.Canine Partners is celebrating its 30th anniversary in 2020 and, since the charity was formed, it has created 880 partnerships. It is based in West Sussex and Leicestershire with satellite training centres across the UK. You can find more information about them on their website at www.caninepartners.org.uk.
13.00 – 14.00 Lunch and exhibition in the London Suite
 

14.00 – 15.15

Session 4

NLP for veterinary receptionists

Speaker: Stephanie Writer-Davies MRCVS

 

 It’s Monday morning.  You oversleep.  Downstairs you discover the cat has thrown up, not on the hard floor, but on the new sofa. You clean it up. You quickly make a coffee but, in your rush, you knock it over and break your favourite mug.  Having had no breakfast, you hurry to get to work but the traffic is awful and you’re 15 minutes late.  The practice manager snaps at you and tells you that your colleague has called in sick, and no one is available to cover so you’ll have to cope with reception on your own.  The waiting room is already busy and there are 3 clients waiting at the desk.  You start to apologise and deal with the first one but the phone rings.  You answer it and are immediately shouted at by Mr Green, the most notoriously difficult client the practice has.  How do you feel and what happens next?The answer is that it’s up to you; you have the power to choose and so to be in control of your mood and the rest of your day!  Steph will explain the principles behind NLP and how understanding and using it can help you experience life more positively.
15.15 – 15.45 Afternoon Tea and exhibition in the London Suite
 

15.45 – 16.30

Session 5

The Vital Role of Veterinary Receptionists in Sustainability

Speaker: Chantelle Brandwood, Eco Offset

 

 Do you know the carbon footprint of your practice? It may be more than you think… so how do we control and reduce that, and what role does reception have to play in practice sustainability? The climate crisis is one of the biggest challenges that we face, and we know that carbon emissions are the primary cause. Everyone has a part to play in reducing these, we all need to pull together and try to make a real difference as individuals, businesses and communities.

As a veterinary team you have a unique position where you can not only action sustainability within your practice, you can also advocate it to your pet owners. We know that our clients want to support practices that take responsibility for their environmental impact and are investing in reducing their carbon footprint, but this isn’t a job for one person… It’s a whole team effort where lots of small actions will result in a big impact.

Chantelle will discuss carbon emissions within practice, how we can take control of them and the vital steps Veterinary Receptionists can take to lead the change within the team.
 


16.30 – 17.30

Session 6

Animal Behaviour in Reception

Speaker: Charlotte Carr, CEVA

  

This session will be on behaviour in reception. Dog and cat behaviour in reception, with a bit of understanding the communication of animals, stress signs, a touch on pheromones and how the work or can help.
17.30  Finish
Saturday Programme
Saturday Programme

Saturday 2nd October

08.30 – 9.30 Registration and refreshments in the London Suite
 

09.30 – 10.00
Session 1

BVRA Veterinary Receptionist Survey Results 2021

Presented by:

BVRA Ambassadors, Kayleigh Page & Danielle Bowers

 BVRA’s Annual Veterinary Receptionist Survey Results
10.00 – 11.00

Session 2

Pet Blood Bank

Speaker: Helen Rooney

 Launched in 2007, Pet Blood Bank UK is the only charity that provides a blood bank service for all vets across the UK.

As part of our charitable remit, our aim is to advance animal health and welfare and to relieve suffering by providing quick and convenient access to blood.

Similar to the human blood service, pet owners kindly bring along their much-loved companions to give blood at one of our many sessions across the country.

The blood is then taken to our processing centre in Loughborough where it is separated into red blood cells and plasma products, and then stored ready for dispatch.

Every unit of blood help’s save up to four other lives, saving thousands of lives every year.
11.00 – 11.20 Coffee break and exhibition in the London Suite
11.20 – 12noon

Session 3

What is Quality Improvement and why is it important for the Reception team.

Speaker: Pam Mosedale

 Quality improvement is about improving care and outcomes for our patients, which is the reason all of us in the veterinary practice team come to work.  It is also about the whole team learning from things that go well and changing things that don’t go so well.

Pam will talk about how the reception team are a vital part of the QI structure in practice and will give examples of how guidelines, protocols checklists and other systems can help reduce errors and how to deal with errors when they occur in a way that encourages learning from the whole team.
12.00 – 13.00

Session 4

Understanding Grief and Managing Complications Around Pet Loss

Speaker: Steph Writer-Davies

 

 Grief is an emotion frequently exhibited by our clients and encountered by veterinary staff.  However, grief is complex and comes in many guises, with the emotions people feel being affected by lots of factors; and those emotions can influence our clients’ behaviour.  During this talk, Steph will explain the most common types of grief that veterinary teams are likely to see, as well as discussing some of the difficult situations that receptionists, in particular, may face around the time of the loss of a pet, including issues caused by errors in how the body was dealt with, the shock of a sudden or unexpected death, cases where the pet was the client’s sole companion and others, helping understand how our clients’ may be feeling and providing tips for managing them.
13.00 – 13.45 Lunch and exhibition in the London Suite

 

13.45 – 14.45

Session 5

Wellbeing II

Speaker: Brian Faulkner

 Play your Cards Right and win the Happiness Lottery – part 2

There are many things that make us feel more or less happy.  This fun session will give 100 of them a score ranging from +5 to -5.

We will explore what these are by seeing if you can win the Happiness Lottery by playing your cards right and getting from one end of the board to another – just like on telly’s Play Your Cards Right.
14.45 – 15:00 Finish
Congress Speakers

Congress Speakers

Brian Faulkner – Colourful CPD

Brian graduated from Edinburgh Vet School in 1995 and has worked in 250 veterinary practices across the UK before, during and after setting up, developing and exiting 4 veterinary practices of his own in Suffolk. Brian was SPVS President in 2017. He is the Honorary Lecturer in Entrepreneurship at Nottingham University and well as the founder of the Colourful Consultation©, The Vet Whisperer©, The British Veterinary Receptionist Association and The Colourful Certificate in Veterinary Nurse Consulting. In 2017 Brian raised £120,000 for Brooke Animal Hospital in by running 10 marathons in 10 days all across UK and Ireland.

Clare Hemmings – Royal Canin

Clare Hemmings qualified as a Veterinary Nurse in 1995 and although she is no longer on the register, she likes to keep up to date. She won Pet Health Counsellor of the Year for her work with arthritic patients in 2001 and joined Royal Canin in 2004. She passed her Certificate in Canine and Feline Veterinary Nutrition in 2014 with distinction and has worked as Scientific Communications Manager since 2015. She’s had many articles published in the veterinary and consumer press and is on the ‘Ask the Expert’ panel of Your Cat magazine. She has two teenage boys and a curly crossbreed called Chess. In her spare time, she loves gardening and playing the piano.

Nick Sydenham – Canine Partners

Nick Sydenham is a retired Crisis Management Consultant who now works as a Volunteer Speaker for Canine Partners. Nick has been volunteering with the charity for three years and, as he lives very close to the Midlands Training Centre, also helps out in other areas such as dog fostering, corporate engagement, event support and office administration.

Chantelle Brandwood – Eco Offset

Committed to supporting veterinary businesses with their sustainable change efforts, Chantelle has over 18 years commercial experience, with 10 of those spent supporting Practices through various industry roles.
A career break brought the opportunity of a change in focus and a passion for sustainability was ignited through working with Vet Sustain as a commercial partner. This led Chantelle to develop Eco Offset Ltd, a business dedicated to carbon management plans with a focus on reduction and offsetting, alongside environmental strategy and implementation.

Charlotte Carr – CEVA

Charlotte Carr studied BSc Bioveterinary Science and MSc Clinical Companion Animal Behaviour at the University of Lincoln and have been working in Ceva Animal Health since 2017 as Technical Manager of Behaviour.

Helen Rooney – Pet Blood Bank

I qualified as a veterinary nurse in 1996 and have worked in referral practice and as a veterinary nursing lecturer. I immediately developed an interest in emergency and critical care and transfusion medicine, enjoying the fast pace and intense nursing input of these cases. In 2019 I joined Pet Blood Bank as their Induction and Training Manager and love being part of this amazing organisation.

Steph Writer-Davies – Colourful CPD

Steph has developed the Colourful Nurse Consulting Skills Training Course alongside Brian Faulkner. Steph is a veterinary surgeon with 35-years’ experience of first opinion practice including owning her own business which was a VN training practice. She was SPVS Hon President in 2016 and was the SPVS VN liaison for 9 years. With an interest in how people think, behave and communicate, Steph enrolled on an approved training programme and qualified as an accredited NLP Practitioner in April 2019. She is also DISC accredited and uses this and her NLP skills to help veterinary teams or individuals to communicate with and understand one another and their clients more effectively.

Pam Mosedale – RCVS Knowledge

Pam was Lead Assessor for the RCVS Practice Standards Scheme until very recently. She has worked in first opinion practice for most of her career. She is also an SQP assessor for AMTRA and edits the BSAVA Guide to the Use of Veterinary Medicines and organises the BSAVA Dispensing Course.

Pam has been involved in establishing Quality Improvement resources for the whole veterinary practice team. She is passionate about QI becoming part of the normal working day for veterinary teams and contributing to a just learning culture in practice.

Kayleigh Page – BVRA Ambassador

I have been working at Drove Vets for 6 years. I began as a receptionist and progressed into a lead receptionist role around 3 years ago. I work at one of the branch surgeries and love the day-to-day challenges that are thrown our way. I am keen to gain a wider recognition and understanding of the role a veterinary receptionist plays within practice. When I’m not busy working away, I love to spend time at home with my two cats Chip & Coco.

Danielle Bowers – BVRA Ambassador

I have always been an animal lover and thrived in customer service so being able to combine the two being a Veterinary Receptionist has been extremely rewarding. I have worked at Drove Vets for 4 years, starting as a ‘float’ receptionist where I worked at all the different practices around Drove which really helped me learn my role and grow the confidence that’s needed to succeed. I am keen to see what the future brings for Veterinary Receptionists who are the backbone of every practice. I spend most of my free time either with my rescue cat Mimi or spending time with my family and friends.

Exhibitors & Sponsors
Exhibitors & Sponsors

Exhibitors:

  • Boehringer
  • Petplan
  • Royal Canin
  • CEVA
  • NVS
  • Dogs Trust / Generation Pup
  • Silver Pet Prints
  • Pet Blood Bank
  • Vet Times
  • Vet Sustain
  • More exhibitors coming soon!

Sponsors:


BVRA Annual Congress - BOTH DAYS (1-2nd Oct)

Event Date: 01/10/2021
Location: Hinckley, Leicestershire
Start Time: 8:30 am

Join us at BVRA Congress 2021, the only congress that is specifically for the veterinary receptionist community. 

We have put together an exciting programme of speakers tailored to provide useful insight and professional development for veterinary receptionists. 

This is a valuable opportunity to meet and network with other members of our vet receptionist community and there will be an evening social event and dinner on the Friday for you to enjoy. 

User Type Early Bird Booking Expiry Date Early Bird Price Full Price
Member £199 + VAT
Non Member £229 + VAT
Read More

BVRA Congress - FRIDAY ONLY

Event Date: 01/10/2021
Location: Hinckley, Leicestershire
Start Time: 8:30 am
End Time: 5:30 pm

Join us at BVRA Congress 2021, the only congress that is specifically for the veterinary receptionist community. 

We have put together an exciting programme of speakers tailored to provide useful insight and professional development for veterinary receptionists. 

This is a valuable opportunity to meet and network with other members of our vet receptionist community and there will be an evening social event and dinner on the Friday for you to enjoy. 

User Type Early Bird Booking Expiry Date Early Bird Price Full Price
Member £149 + VAT
Non Member £179 + VAT
Read More

BVRA Congress - SATURDAY ONLY

Event Date: 02/10/2021
Location: Hinckley, Leicestershire
Start Time: 9:00 am
End Time: 3:00 pm

Join us at BVRA Congress 2021, the only congress that is specifically for the veterinary receptionist community. 

We have put together an exciting programme of speakers tailored to provide useful insight and professional development for veterinary receptionists. 

This is a valuable opportunity to meet and network with other members of our vet receptionist community and there will be an evening social event and dinner on the Friday for you to enjoy. 

User Type Early Bird Booking Expiry Date Early Bird Price Full Price
Member £99 + VAT
Non Member £129 + VAT
Read More

BVRA Congress - DINNER TICKET

Event Date: 01/10/2021
Location: Hinckley, Leicestershire
Start Time: 7:00 pm

DINNER TICKETS ARE CURRENTLY SOLD OUT.

The congress dinner begins at 7pm, ready to sit down and eat for 7:30pm. 

Dress code: Smart evening wear (i.e. no jeans/trainers), but black tie not necessary.

Entertainment provided by DJ Dan O'Dwyer of Groove London Radio's 'Sunset Sessions'. 

User Type Early Bird Booking Expiry Date Early Bird Price Full Price
Member £40 + VAT
Non Member £40 + VAT
Read More
Cristina Paterson - 2020 Veterinary Receptionist of the Year Award Winner!

Veterinary Receptionist of the Year Award​

As the leading association supporting veterinary receptionists across the UK, the BVRA hold an annual Veterinary Receptionist of the Year Award. This prestigious award is kindly sponsored by Feliway® and Adaptil®

Nominations for the award are welcomed from both clients and veterinary colleagues and should highlight the dedication and effort the nominee demonstrates.

Three finalists are invited to attend the BVRA congress where the winner will be announced at an exciting awards ceremony during our congress dinner on the Friday night.

You can vote for your 2021 Veterinary Receptionist of the Year here!

Menu