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Organization and communication skills

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Abstract

Good communication with clients is an essential part of the service that a veterinary practice provides. The aim of the veterinary practice and its staff is to create a good working relationship with clients so that the client feels they are part of the practice and that the practice staff really care about them and their animals. This chapter covers Organization of a veterinary practice; Communication skills; Basic reception work; Retailing, marketing and production; Maintaining front-of-house areas; Providing information to clients; Stock control; Pet insurance; and Nurses and clients.

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Figures

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9.1 A student veterinary nurse performs dental hygiene treatment whilst being supervised by a qualified veterinary nurse, who is also monitoring the animal’s anaesthetic.
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9.2 Veterinary nurses are often required to perform some reception duties.
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9.3 A veterinary receptionist.
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9.4 A member of the practice’s administration team.
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9.5 A range of printed material produced by a practice.
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9.6 An eye-catching waiting room display.
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9.7 An information display board in a well ordered reception area.

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