Accredited Veterinary Receptionist Award (Equine) Gold Level

Learning Objectives

Bereavement and Condolences

• Knowledge of the 5 core human emotions.
• Define and understand the different stages and types of grief.
• Awareness of the process of euthanasia in detail and possible complications that may occur during euthanasia.
• Understand the steps involved in the euthanasia consult.
• Understand the human animal bond and owner-pet relationships and be able to support bereaved clients.
• How to look after yourself whilst supporting grieving clients.

Information and Communication Technology

• Demonstrate the ability to use different methods of information technology.
• Understand how different methods of information technology can be used to communicate effectively.
• Apply communication and information technology in day-to-day practice.
• Understand the basic principles of information and communication technology to ensure a prompt, polite, purposeful client experience.

Mental Health and Wellbeing

• Define mental health and wellbeing; what causes it and what damages it.
• Recognise the importance of mental health and wellbeing as a veterinary receptionist.
• Understand why, when, and where it can become compromised as a veterinary receptionist.
• Understand the spectrum of mental health and how to manage it.
• Recognise the differences between resilience and positive mental health, and vulnerability and negative mental health. 

Guide to Conduct and Contribution

• Knowledge of the regulatory context in which a veterinary practice operates.
• Understand the contribution and principles expected of the veterinary profession.

Managing Challenging Situations

• Demonstrate the application of skills learnt in Bronze and Silver levels of the Accredited Veterinary Receptionist award to cope and adapt when things don’t go to plan.
• Understand and anticipate why clients may react and recognise the emotions that are the most likely triggers to these client reactions.
• Define appropriate responses to the typical emotions that clients may demonstrate.
• Understand what options, actions or behaviours would be unethical, illegal or unprofessional in any given situation. Furthermore, be able to explain why they would be inappropriate.
• Communicate with emotional intelligence and in an ethical manner.