Understanding Veterinary Referrals (CS in Referral Client Care)
Relevant for roles:
Receptionist / Client Care Advisor
Course Details
Welcome to the first video in our Referral Client Care training program: Understanding Veterinary Referrals. In this introduction, we delve into the structure of the veterinary industry and explore the key services that make up the sector.
We'll start with an overview of the industry's regulatory body, the RCVS, and then discuss the variety of veterinary practices, the distinct types of referral disciplines, and the qualifications of the veterinary professionals who work within them. We'll clarify the concept of a referral, emphasising how it shapes our unique role in supporting both veterinary practices and their clients. Finally, we'll highlight the difference between a business-to-business and a business-to-consumer experience in referral care, equipping you with the perspective needed to serve our clients with insight and professionalism.
Objectives
- Describe the Structure of the Veterinary Industry and the Role of the RCVS
Learners will gain an understanding of the veterinary industry in the UK, the types of practices within it and the role of the RCVS in setting standards, regulating qualifications, and ensuring ongoing professional development. - Recognise Different Types of Referral Services and Veterinary Roles
Learners will be able to identify various types of referral services, understand the specialised disciplines in referral care and differentiate the roles and training levels of veterinary professionals from general practitioners to board-certified RCVS Specialists. - Differentiate Between B2B and B2C Interactions in Referral Client Care
Learners will understand the distinctions between working with referring vets (B2B) and pet owners (B2C) in their client care role, enabling them to provide appropriate support tailored to each type of client