iPet Level 3 Certificate for Veterinary Receptionists

About the qualification

The level 3 certificate for Veterinary Receptionists is aimed at those working in veterinary practice or those who wish to work in a veterinary practice as a receptionist. The qualification places a focus on the knowledge required for a veterinary receptionist to be occupationally competent, but also emphasises the development of soft skills such as teamwork and communication.

The key purposes of the qualification are:

• Understand the structure of the veterinary sector, including types of practices, ownership models, funding methods, team roles, key governing bodies, insurance policies, and healthcare plans.
• Understand the role of the Veterinary Receptionist and their professional and legal limitations.
• Understand effective client communication techniques, including active listening, teamwork, complaint handling, and supporting payment conversations.
• Understand key veterinary practice operations including payment processes, healthcare plans, pet travel, marketing, data protection legislation and handling, storing and dispensing of veterinary medicines.
• Understand how to work in a team, including promoting inclusivity and know the emerging trends and challenges that may impact their role.
• Understand key aspects of preventative health care practices, including vaccination, parasite control, dental care, neutering procedures, as well as legislation about pet identification.
• Understand supporting the veterinary clinical care team, with knowledge of effective communication and teamwork during admission, inpatient, and discharge processes, as well as understanding emergency prioritisation, triage, and common diagnostic procedures.
• Know what euthanasia is, communicate sensitively with clients, discuss cremation options, and offer pet loss support to clients, children, and colleagues.

The programme will predominantly focus on theoretical learning, but will also require the learners to reflect upon their knowledge and skills. There are practical work-based learning outcomes which are incorporated throughout the syllabus.