Know your facts

Arlo Guthrie — Wed, 07 Jan 2009 16:50:15 GMT

Current Revision posted to The Practice Survival Guide by Arlo Guthrie on 1/7/2009 4:50:15 PM

A receptionist should be able to offer clients general advice and information on a wide range of subjects. But be careful not to overstep the mark - you are not allowed to give advice regarding the clinical care of a particular animal. Take neutering, for example. You may explain the broad benefits of neutering to a client. You may not advise a client as to whether the procedure is appropriate for their pet.

Also, make sure that any advice or information that you give a client is in line with practice policy. As a pet owner, there's nothing worse than being recommended one thing by one member of staff, and something else by another. If there is no agreed practice policy, then maybe it's time to formulate one!

It will take several months to learn the whole shebang, especially since products and services are constantly being updated. Most importantly, if you are unsure as to how to help a client, ask a colleague for assistance. The checklist below gives examples of subjects that you should be able to talk reasonably knowledgeably about:

Emergency situations.
Euthanasia.
Parasite control (especially fleas and worms).
Microchipping.
Neutering.
Life-stage diets.
Pet insurance.
The PETS Scheme (Pet Travel Scheme).
Pre-operative protocol.
Post-operative protocol.
Common health problems such as flea allergy dermatitis and colitis.
The products sold in your waiting room.
Recommended boarding kennels/catteries/groomers/training classes etc.

In addition to knowing what products and services are offered and why, make sure you are familiar with the costs. A printed estimate saved to an animal's record can avoid discrepancies. Over-estimate if need be, as if a procedure turns out to be less expensive than initially quoted, you will have exceeded the client's expectations. But don't over-estimate too much, as the client may simply go elsewhere.

Further information on many of these subjects can be found throughout the Vetnurse website.