Courses for Front of House Roles

The BVRA’s Accredited Veterinary Receptionist (AVR) Award is a qualification that trains veterinary receptionists in the skills, knowledge and mindsets required to contribute to the practice’s overall goals of clinical resolution, client satisfaction, financial resolution and colleague satisfaction.

The AVR Award is completed over Bronze, Silver and Gold levels and is available in two versions; Companion Animal and Equine.

On completion of the AVR award you will receive a personalised BVRA Accredited Veterinary Receptionist name badge and a Lantra Certificate of Completion. The AVR Award is accredited by Lantra.

Further information about each level of our AVR Award and other courses for front of house roles can be found using the relevant links below.

All our courses are aligned with the RCVS Practice Standards Scheme in terms of helping practices to meet the standards.

10 reasons why completing the Accredited Veterinary Receptionist award can help your practice:
  1. Improves customer service
    Receptionists are the first and last impression new and existing clients will have of your business.  Knowing how to make that all important first impression, as well as providing “prompt, polite and purposeful progress” with their queries, is all covered in the bronze level of the Accredited Veterinary Receptionist Award (AVR).
  2. Improves confidence when recommending appointments  Veterinary businesses need to ‘capture’ new clients and new cases. This means converting “contact to consults”. Many receptionists are hesitant to proactively recommend appointments when clients ask them about symptoms as they feel ‘surely clients will ask for one if they need one’. Not so.  Many clients expect the receptionist to guide them in their need for an appointment and respect the receptionist’s opinion. The AVR will help receptionists develop the confidence and the feeling that they have the ‘right’ to recommend appointments.
  3. Helps ensure follow-up appointments
    Approximately 40% of the appointments on a veterinary diary will be follow-up appointments initiated by the vets and nurses once a client has already been seen. For cases to be seen through to completion it is important that these follow-up cases are actually booked as opposed to drifting out the door. The AVR helps practices recognise and deal with the Bermuda Triangle problem whereby clients and follow-up disappear without trace once they leave the consultation room.
  4. Helps improve the quality of information and direction that clients receive
    Veterinary receptionists are expected to field queries relating to many routine issues, such as preventative healthcare. Receptionists who feel confident in their practice’s preferred recommendations will give more purposeful information and come across as much more credible. The Silver level of the AVR was designed to ensure receptionists know what your practice protocol is across all stages of the customer journey.
  5. Decreases client complaints
    Clients can complain about many aspects of practice services but many complaints centre around expectations about costs. The AVR helps practices recognise and deal with surprises about costs via the £75 rule, which states that if a bill is more than £75, a client should have been informed of the balance BEFORE they reach reception. The BVRA believes that receptionists should not be expected to resolve complaints over bills that they did not create. Adopting this system as a practice habit means everyone needs to work together in order to significantly reduce unpaid bills and the angst associated with them.
  6. Develops communication between colleagues
    We all know teamwork is essential to success but often communication in practice is not as proactive as it could or should be. That does not mean we are at loggerheads with each other. Instead it means if vet or nurse colleagues fail to take the initiative to ensure that receptionists know what is going on with the logistics of a case, this can cause multiple moments of uncertainty. This then increases the chances something will not be arranged as required or, someone will do or say the ‘wrong’ thing because they didn’t know. The AVR helps practices identify these essential moments of hand over and connection.
  7. Develops consistency between colleagues and between sub-teams
    Clients feel more reassured when they hear the same message from multiple sources. Whilst there are often various products and ways to resolve medical issues, clients need and prefer a consistent message from their veterinary practice in order to minimize anxiety about whether they are doing the ‘right thing’. The silver level of the AVR helps practices clarify – and create – what their internal polices and protocols are, not only so that receptionists know them, but in order to communicate them consistently to their clients.
  8. Improves working relationship with all staff members
    The net effect of navigating the Bermuda Triangle and adopting the £75 rule is that receptionists feel less stressed! If you ask non-receptionist colleagues “Do you look out for your receptionists?” they usually say “Yes! Of course!” but often they aren’t proactive in doing so by avoiding the potential for exposure to dealing with entirely avoidable issues. Being proactive to make sure your colleagues are in the loop isn’t just an act of professional respect, it’s good for morale and the long-term health of the business.
  9. Cutting edge CPD in an affordable and social manner
    Receptionists tell us that they often feel left out of the practice’s development plans. Receptionists see vets and nurses going on CPD, and doing lunch ’n’ learns and often wonder who supports them. The AVR award is conveniently available online but if you want a little more social, the BVRA Annual congress as well as the BVRA roadshows are fun and informative ways to help your team develop the skills, knowledge and attitudes they need to thrive.
  10. Better time management
    Stress occurs when we feel uncertainty and urgency. In other words, poor time management creates a sense of urgency that exaggerates the urgency already inherent in veterinary medical practice. The AVR award explains the 8 Principles of diary management that can help minimise and even avoid much of the sense of urgency we get working in practice.

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BVRA courses and membership are administered by ColourfulCPD