An Introduction to Veterinary Practice Client Care
There will always be room for improvement when it comes to client care; those new to their position are still learning the basics, and those more familiar with their position can slip into bad habits. Identifying where improvement could be made is the beginning of a better practice. To satisfy a client and ensure they come back time and time again, politeness alone is not enough. This handy guide by Mark Moran enables veterinary nurses and receptionists to find the best methods of client care for their practice.
The guide covers a range of real-life scenarios in veterinary practices, and allows you to consider what was right or wrong with the way it was handled. There are 11 parts to the book, with topics including asking the right questions, listening effectively and dealing with emotional clients. Each part has its own scenario, followed by one or two questions. There is then a summary, explaining what was done well, what should have been done instead, or what could have been done to improve the situation. At the end of each section is an exercise, allowing space to reflect and relate it to your own work environment. The cartoon illustrations throughout will also be sure to make you smile.
By the end of each topic, a veterinary nurse or receptionist will be a lot clearer about what is expected of them and why. The guide helps to explain why there are requirements to do things in a certain way, rather than simply saying what must be done.
For example, the scenario summary in part one explains, ‘as well as ensuring that all members of staff act consistently, the other main purpose of procedures is to ensure that we act in our own and our practice’s interests at all times’. The exercise in this part then asks the reader to find their limits of authority and list three of them.
The numerous exercises, questions and checklists allow the reader to continuously relate to their own experiences and practice. As well as effective ways to resolve problems and efficient techniques in client care, the guide also explains how to get better results by constructing a question or sentence a certain way. The guide considers what a client may be thinking or feeling in each of its scenarios and gives a professional view towards the do’s and don’ts.
The author is careful to make the reader analyse their own client care and continue to do so throughout their career. Moran also encourages constructive criticism, as well as the ability to recognise colleagues’ special skills, to use to advantage in difficult situations. ‘Using the knowledge and experience of the whole practice team is an important part of providing good client care,’ explains Moran. ’You are not expected to know everything’.
Effective client care goes a long way towards a positive working environment, a positive practice reputation and, of course, a positive experience for the client. It is clear that this little guide is an effective tool for any veterinary nurse or receptionist’s career success.
Author: Mark Moran
Publisher: VN Times
Price: £7.50 (Paperback)
Defra has published guidance for the vet sector ahead of a proposed UK-EU Sanitary and Phytosanitary agreement.
