This Core Standards in Referral Client Care training programme has been specifically crafted to empower veterinary receptionists as they embark on their role within referral practice. It covers key areas such as understanding veterinary referrals, enhancing the referring vet experience, elevating client interactions, mastering telephone communication, and both business and team dynamics.
Core Standards in Referral Client Care
| Duration / Length | 2.5 hours |
| Start Date | Anytime |
| Location | Online |
| Format | video |
| Assessment Type | multiple choice questions |
| Entry Requirements | working in veterinary practice, training to work in veterinary practice |
| Author / Speaker | Tracey Morley-Jewkes |
| Cost | £75.00 + VAT |
Course Content
Presented and created by Tracey Morley-Jewkes, the series delivers essential orientation, foundational knowledge, and the inspiration to make a meaningful impact from day one, setting you up for successful delivery of exceptional client and veterinary experiences.
Index
1. Understanding Veterinary Referrals
In this introduction, we delve into the structure of the veterinary industry, exploring the key services that make up the sector.
2. Referring Vet Experience
The second module gives essential insight into the role of general practice vets who entrust us with their patients in need of specialised care.
3. Client Experience
In this session, we focus on creating meaningful and memorable experiences for pet owners.
4. Telephone Skills – The Art of Voice
In the fourth video, we’ll explore how to deliver professional, empathetic, and effective communication over the phone.
5. Business Experience
The penultimate session explores the crucial role that excellent administration plays in supporting the success and sustainability of a veterinary referral centre.
6. Team Experience
In the final module, we delve into what makes a truly great team environment.
Learning Objectives
Module 1: Understanding Veterinary Referrals
- Describe the structure of the veterinary industry and the role of the RCVS
- Recognise different types of referral services and veterinary roles
- Differentiate between business to business (B2B) and business to customer (B2C) interactions in referral client care
Module 2: Referring Vet Experience
- Understand the significance of delivering a five-star service to referring vets, ensuring they view the referral centre as a seamless extension of their own service.
- Gain insight into the daily challenges faced by general practice vets
- Identify and respond effectively to various types of calls and requests from referring vets
Module 3: Client Experience
- Define client experience in referral client care
- Identify key steps in the client journey
- Demonstrate empathy and professionalism in client interactions
Module 4: Telephone Skills – The Art of Voice
- Demonstrate effective tone and language use in calls.
- Utilise a structured approach to call handling.
- Manage emergency calls with confidence and sensitivity.
Module 5: Business Experience
- Understand the impact of accurate data on referring vet, client, pet, and business success.
- Identify key administrative tasks related to consent and financial processes.
- Gain a basic understanding of pet insurance policies and their impact on client communication.
Module 6: Team Experience
- Understand the key elements of a positive team experience.
- Develop practices for supporting and appreciating team members.
- Recognise the importance of kindness and support in the workplace.
What's Next?
Take a look at the broad range of non-clinical CPD courses we have available on our website!
What Our Clients Say
I have worked in a referral practice for several years now and I found this course incredibly useful. It covers everything you need to know and be mindful of when it comes to client care, specifically in a referral setting. I would recommend it to anyone just starting out in referral or other vet receptionists who want to transfer from general practice to a referral clinic. I wish it was available when I first started!