Home / Our Courses

Veterinary Course Information

We offer a comprehensive range of online modular courses for veterinary receptionists, nurses, assistants and support staff, all at a competitive price. Our courses are utilised throughout veterinary practices within the UK.

 

An overview of our courses is given below, for further detailed information about how we deliver the training, please see the how it works page and our course delivery guide and terms of use.

1. Caring for Clients 1: Being Brilliant at the Basics

This excellent online course about caring for clients is aimed at any team member who interacts with clients and is especially relevant for the receptionist. The course will enable staff to excel at customer service and also become adept at professionally handling tricky situations specifically relevant to veterinary practices.

Online training is delivered in a fun and interactive manner, and trainees can progress through the course at their own pace pausing and resuming within each module as required to fit in with their working day. At the end of each module there is a quiz to test the trainees knowledge and then an assignment to encourage the trainee to apply the knowledge to the workplace and bed in their learning. Modules in this course are as follows:

  • Delighting the client

    Being able to delight clients and instil loyalty is of the upmost importance to a veterinary practice, and is the main objective of this first module. By the end of this module trainees will:

    • Understand the importance of the receptionist
    • Be able to make an excellent first impression on clients
    • Understand the real needs of your clients
    • Know how to deliver superb customer service.
  • Winning the new client

    Continually winning new clients is essential for the continued operations and growth of a veterinary practice’s business, and giving staff the skills to do this is the main objective of this second module. By the end of this module trainees will:

    • Appreciate the importance of attracting new clients to your practice
    • Understand the ways in which a potential new client judges your practice
    • Know and apply the golden rules of client attraction.
  • Communication, listening and conversing

    Being really good at ‘the spoken (and unspoken) word’ is a tricky skill to master. This module explains how to become really effective in communication through the application of some simple actions. By the end of this module trainees will:

    • Be adept at preparing and opening conversations with clients
    • Understand the importance of listening
    • Understand how best to communicate to help both your own, and your clients, processing of information
    • Communicate views and responses effectively so that the client is engaged and listening to you.
  • Referrals and second opinions

    Knowing when and why to refer is essential for members of all veterinary teams and is the core objective of this module. By the end of this module trainees will:

    • Understand what referral is and why sometimes it is necessary
    • Know when an internal referral is appropriate
    • Know when an external referral is appropriate
    • Be able to follow correct process for accepting referrals from other practices
    • Appreciate some of the ethical issues associated with referrals and act appropriately
  • Is it an emergency?

    This module is aimed at front desk / receptionist staff as a guide to rating client calls. Is it an emergency? Is it urgent? Or is it routine? It also covers advice they can give to help the client get their pet safely to surgery. By the end of this module trainees will:

    • Be able to categorise calls as either True Emergencies, Urgent Cases, or Non Urgent Cases
    • Know the different types of presenting sign an owner may describe, and what follow up questions
    • Be able to take the right action for the majority of scenarios you are likely to face when receiving a client call regarding an issue with their pet
    • Understand the importance of offering and recommending an appointment even for seemingly trivial symptoms.

 

 

Caring for Clients 1:
Being Brilliant at the Basics

 

Prices start from £49.00+VAT per trainee

 

Purchase Now

 

2. Caring for Clients 2: Progressing Skills across the Team

This course moves onward from the core receptionist skills covered in Caring for Clients 1, to more advanced topics relevant for the entire team. This course helps emphasise the collective responsibility of managing the practice and advising clients in a consistent manner across the whole team.

Training is delivered in a fun and interactive manner, and trainees can progress through the course at their own pace pausing and resuming within each module as required to fit in with their working day. At the end of each module there is a quiz to test the trainees knowledge and then an assignment to encourage the trainee to apply the knowledge to the workplace and bed in their learning. Modules in this course are as follows:

  • Debt Control

    Ensuring bills are explained to clients professionally, paid on time and thus keeping client debt to a minimum is absolutely essential to the success of any business, and a veterinary practice is no exception. This is the subject of this course module aimed specifically at veterinary practices and is highly relevant to anyone who deals with clients in the practice. By the end of this module trainees will:

    • Understand basic practice financial terms and information used in veterinary businesses
    • Know the implications of poor debt control, with examples of the consequences of allowing credit
    • Be able to professionally discuss money related topics to clients and reduce the chance of future issues
    • Be able to ease the pain of collecting debt.
  • Bereavement

    Bereavement is a delicate area which unfortunately we often have to deal with in veterinary practices. This module will help build staff’s understanding of bereavement and how to handle it sensitively. By the end of this module trainees will:

    • Understand the typical 5 stages of grief and people’s different responses to loss
    • Be able to help others to cope
    • Know how best to deal with informing children about death
    • Understand the process of euthanasia from the point of view of all three parties involved: the vet, the pet and the owner.
  • Pet Insurance

    Pet Insurance is now very commonly purchased by pet owners and so having a good basic understanding of this product is important to any member of staff in a veterinary practice. By the end of this module trainees will:

    • Understand the benefits of pet insurance
    • Know the different insurance policy types and what is normally covered by them
    • Understand what cover notes are, why they are used and when they should be offered
    • Be able to support clients in making a claim.
  • Client Compliance - The art of persuasion

    However fabulous your vets are in their professional duties, the health of pets under the care of your practice depends on the team's skill at communicating the importance of following the advice given. The aim of this module is to give an understanding of a selection of the many ways that can be used to help to motivate clients to do the best for their pet. Some examples of areas where these techniques can make a difference include dietary advice, advice to restrict exercise after surgery, or a request for a re-examination at a later date. These are all areas where clients will choose whether to comply fully or not, depending on their perception of the importance of adherence to the advice. By the end of this module trainees will:

    • Understand the skills needed to communicate the importance of compliance;
    • attitude, knowledge, sincerity and perceptiveness
    • Be able to apply a variety basic sales skills to help achieve compliance;
    • features and benefits, anchoring, recommendation, a call to action and a team approach
  • Dealing with complaints and mistakes

    No matter how brilliant a veterinary practice is, unfortunately complaints and mistakes are unavoidable now and then. Handling these effectively and professionally make all the difference to a practice and sometimes can even give opportunities to ‘wow’ clients. By the end of this module trainees will:

    • Be able to respond to verbal, written and indirect complaints effectively so that clients are led to a mutually agreeable resolution
    • Follow a professional process to record and action complaints and their solution
    • Avoid common pitfalls when dealing with complaints and mistakes

 

 

Caring for Clients 2:
Progressing Skills across the Team

 

Prices start from £49.00+VAT per trainee

 

Purchase Now

 

3. Clinical Information for Support Staff

This unique online course about clinical information covers routine veterinary care at a basic level suitable for support staff without professional veterinary qualifications. The content is designed to be easy to understand and will ensure team members have sufficient basic knowledge to help support clients with common requests outside of the consulting room.  Also, because every practice has their own policies on recommended vaccinations and parasite treatments we will personalise related content to align with your requirements.

Training is delivered in a fun and interactive manner, and trainees can progress through the course at their own pace pausing and resuming within each module as required to fit in with their working day. At the end of each module there is a quiz to test the trainees knowledge and then an assignment to encourage the trainee to apply the knowledge to the workplace and bed in their learning. Modules in this course are as follows:

  • Ectoparasites

    This module provides an introduction and overview to common types of ectoparasites. By the end of this module trainees will be able to recognise:

    • Fleas, and also understand their lifecycle, health implications (both animal and human) and basic practice policies on prevention and treatment
    • Ticks, and also understand their lifecycle, health implications (both animal and human) and basic practice policies on prevention and treatment
    • Fly strike and the importance of rapid action should this be suspected.
  • Endoparasites

    This module provides an introduction and overview to common types of endoparasites. By the end of this module trainees will be familiar with:

    • Roundworm (Toxocara); their appearance, lifecycle, and effects on animal and human health
    • Tapeworm: their appearance, lifecycle, and effects on animal and human health
    • Lungworm: key aspects of their lifecycle (and thus which animals are more at risk of infection), and effects on animal health
    • Protozoa: the different types for dogs, cats and rabbits, how infection is transmitted and its effects on animal and human health.
  • Treatment of fleas, ticks and worms

    This module covers prevention (including products) of fleas, ticks and worms and will be tailored in advance for each specific practice so that it covers the preferred recommended products and associated practice policies. By the end of this module trainees will:

    • Know the appropriate treatment recommended by their practice for the following parasites:
    • Fleas
    • Ticks
    • Worms (including roundworm, tapeworm and lungworm)
    • For each of these treatments know how the treatment is delivered, how frequently and for what age/weight/type of animals it is (or isn’t) suitable
    • Understand what is meant by ‘authority to dispense’ and why it is important
    • Give correct and consistent information to clients as per other staff members.
  • Neutering

    This module covers an overview of neutering in dogs, cats and rabbits and will give receptionists and support staff a basic grounding in this area. By the end of this module trainees will:

    • Understand what neutering is and why we do it
    • Know about the risks associated with neutering
    • Know when neutering is appropriate and safest
    • Have an appreciation for some non-surgical alternatives.
  • Vaccination

    This module covers an overview of vaccinations in dogs, cats and rabbits and will give receptionists and support staff a basic grounding in this area. As all veterinary practices have slightly different policies for this, the module will be tailored for each specific practice’s requirements. By the end of this module trainees will:

    • Know the background and basic science of vaccination
    • Know the diseases that dogs, cats, rabbits and ferrets need protection against
    • Understand the timing of vaccines and boosters, and the reason for this timing
    • Know how to proceed if vaccines are overdue
    • Appreciate side effects and disadvantages of vaccination
    • Have a basic understanding of the efficacy of vaccines and homeopathic nosodes
    • Be familiar with Client FAQs and appropriate responses.

 

 

Clinical Information
for Support Staff

 

Prices start from £49.00+VAT per trainee

 

Purchase Now

 

Try Our Free Trial Course

Tailored Courses
Does your practice require a tailor-made course to suit your specific requirements? If so, we can help!

See Our Services or give us a call for more information.

Courses under development include modules on:

 

  • Dispensing
  • Consent Forms
  • Pet Health Plans
  • Marketing

 

Updates on these will be published via Twitter and Facebook - follow us to keep up to date. Also, if you have any requests or suggestions for new courses, we'd love to hear them so please let us know!

 

LOCATION

Chunk Training

83 Linden Road

Gloucester

GL1 5HE

+44 (0)1934 235850

Sign up for our Top Tips newsletters?

Chunk Training Limited. Registered in England and Wales. Company Number 08807077

© Chunk Training 2019