BVA/VCMS/VDST Webinar 1

Arrving Receptionist

Delay

How to communicate the delay

Understanding reactions- Baggage - what's in the suitcase here?
Unwell wife?
Nail clip is very important- she keeps snagging the nails on the bedding
ND- Autistic people find waiting hard - pacing
Heard of hearing.
So many escalations are related to perception of reactions vs the full issue!
Distressed people - angry people.

telling them to wait- 'there's been an emergency.
No options for rebook

Thankyou for your patience, how can we make this easier? Can we rebook to suit you?

Team comms Keeping the receptionist updated-

Behaviour of the others - understanding each other's pressures

Nail clip

Consult Vet->nurse

Vet-

No rapport
no estimate
No consent form/incomplete

Capacity
Can they read
Informed consent

Anything you are worried about?
anything changed?
Check in what we are doing today

Expectations- find out what the client thinks, and how they want information,
benefit to the animal, what's next

Reading the room & checking by verbally asking

Also- consent in advance- what questions do you have?

Rapport

Empathy

Hear wife is unwell

Towards the cat

Setting the scene

Baggage

Nurse

No checks
no introduction
No explanation

Checks in what's happening- back up with the vet

Subtopic

Takes full panel

BP check

Nail clip Not done

Discharge receptionist

Receptionists/accounts

Cost expectations - Wrong price - basic bts and added BP chk and no nails.

You know- previous experience
Send email to PM and do a complaint
Policy- Can you pay now and we will refund you if necessary.
Things do cost money
Nurse must have forgotten
BP check is our policy now

Discuss in more depth

Apology that he's disappointment- Acknowledging it, ownership about what next- can't solve, but recognise the impact
Create the opportunity for de-escalation- can you nip it in the bud?

Money- team consistency- what's team message when things have changed?

Team communication

Ongoing communication about details
Handover needs to be done well
Next step- what now needs to be on the documents etc- together with the price-
Booking in phone appt for results etc
Expectations on timescales.
remember the admission? Need to recognise this clients; journey through our system- who does he meet on the way? What impact does that one person have?