Reception Skills for PCAs

Develop your confidence in diary management, client care, and professional communication within the practice environment.

  • PCA

  • 1 hour

      Overview

      This course is designed for Patient Care Assistants (PCAs) or those in equivalent positions, such as VCAs, ANAs, and ACAs. Because all veterinary staff work on reception at some point, this training focuses on the importance of good client care and how it affects the practice as a whole. You will explore how to interact with clients both in person and over the phone, as well as how to correctly and efficiently book appointments. The content aims to educate you in all things diary management, client care, and the overall client experience to ensure you are confident when communicating with both clients and your colleagues.

      Intended learning outcomes

      By the end of this course, you should be able to:
      • Describe the difference between client service, client care and client experience
      • Identify effective call conversion techniques
      • Differentiate between appointments according to their level of urgency
      • Organise a diary to ensure staff wellbeing is taken into account
      “I have always believed, and I still believe, that whatever good or bad fortune may come our way we can always give it meaning and transform it into something of value.”
      HERMANN HESSE, SIDDHARTHA