Did you see Channel 4’s The Job Interview and the search for a veterinary receptionist for Blacks Vets in Dudley? It is no surprise that they are the current holders of the Best UK Vet award if the programme portrayal was anything to go by. Both Blacks’ interviewers demonstrated a true understanding of the importance of the reception role. Val March (two-time winner of the Petplan Practice Manager of the Year award) and Tracey Morley-Dukes MD, described to the viewer just how difficult the role is. It isn’t all puppies & kittens, just answering calls and booking appointments; there’s a lot more to it! Their interview technique included a couple of very regular real life scenarios where a receptionist has to prioritise incoming clients for appointments, ringing phones, vets requesting information and clients coming out of consultations to collect dispensed medicines as well as a distressed phone call about an injured pet.
The veterinary profession is more aware nowadays of the importance of the client experience and that what happens in the consulting room is NOT the only thing that matters to the client nor the only thing that impacts on the business. The profession is not just the clinical aspect or preventative health care; it is the all-round client care and client support that encompasses the clinical. The client’s overall experience is made up of lots of different parts, which need to come together and be done well.
So, if you are reading this in a veterinary practice office, consulting room or out the back, put the kettle on and go make your wonderful reception team a well-earned cuppa to show your appreciation. Maybe spend some time working alongside them to see how the team can help them more as they work hard to help the clients make it to your consulting room or operating table. And if you missed the episode, you can catch up here http://www.channel4.com/programmes/the-job-interview/on-demand/63811-002