Mastering Diary Management: Essential Skills for Client-Facing Staff

Nicola Lakeman
Academies Veterinary Academies

£195.00 + VAT (Non-Member price)

0 +VAT (Member price)

Find out more about our Membership plans

This one-day course will look at the multifaceted role of the veterinary front-of-house team, covering crucial aspects of diary management and improving clinical knowledge.

Monday 9th June 2025
10:00 am - 5:30 pm
The Pickle Factory - 14 Bowden Street, London, SE11 4DS
7 Hours CPD
Places available

£195.00 + VAT (Non-Member price)

0 +VAT (Member price)

Find out more about our Membership plans

Special Offer

If you book both 'Communication Skills for Veterinary Receptionists' and 'Mastering Diary Management: Essential Skills for Client-Facing Staff' pay just £345 + VAT for both courses! Please contact [email protected] to book.

  • Description

    As the first point of contact, veterinary front-of-house staff have an important role in delivering compassionate care to clients and their pets. This tailored course will equip frontline staff with the essential skills and resilience required when managing the high-pressure demands of the veterinary diary.

    Participants will explore techniques to navigate the constant flux of appointments, balancing urgency, caseload and patient well-being. From triaging urgent situations over the phone to providing support in-person, receptionists will learn to decipher common conditions and subtle signs of emergency, all while navigating the ethical boundaries of advice-giving and delegation. An emphasis on team collaboration and communication with the clinical members of the team will be taken, to create a safe and efficient clinic.

    Furthermore, the course delves into client queries, ranging from nutritional advice to the challenges of new pet ownership. By the courses conclusion, client-facing staff will feel confident in managing the complexities of clinic life, providing support to veterinary staff and clients alike.

    Topics to be covered include:

    • Triage- over the phone and on-site
    • Recognition of common conditions and emergencies
    • Diary management and the importance of team collaboration and support
    • Client advice- where do you draw the line?
    • Preventative health care and dispensing rules
    • End of life care and compassion to clients during difficult times

    By booking onto this course you will also gain access to Central CPD On-Demand’s Client Care Academy online learning series, giving you an additional 12 hours of further study usually worth £95+VAT.

    Special Offer!

    If you book both 'Communication Skills for Veterinary Receptionists' and 'Mastering Diary Management: Essential Skills for Client-Facing Staff' pay just £345 + VAT for both courses! Please contact [email protected] to book.

  • Reviews

    John Gollop

    Good lecturers and useful practical content.

    Danielle Dillon

    I have had great experience doing different practical courses. The content quality is excellent. The location is very accessible. The staff are friendly and very helpful. Wonderful providers!

    Laura Snyman

    What a great day - sharing knowledge, learning, asking questions, delicious food, modern pleasant setting - highly recommended.
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