The Referring Vet Experience (CS in Referral Client Care)
Relevant for roles:
Receptionist / Client Care Advisor
Course Details
Our second video in the Referral Client Care training series, The Referring Vet Experience, gives essential insight into the role of general practice vets who entrust us with their patients in need of specialised care.
This session, divided into four sections, covers The Five Star Service, exploring the exceptional standards we aim to provide in referral client care; The Life of a GP Vet, which highlights the daily challenges and responsibilities of general practice vets; Types of Call or Contact, providing an overview of the common inquiries and requests we receive; and Accepting a Referral, ensuring each referral is handled smoothly and professionally to create a seamless experience for our referring vets.
Objectives
- Understand the significance of delivering a five-star service to referring vets, ensuring they view the referral centre as a seamless extension of their own service.
- Gain insight into the daily challenges general practice vets face, particularly regarding time constraints and workload, to better anticipate their needs during the referral process.
- Identify and respond effectively to various types of calls and requests from referring vets, including case updates, procedure cost inquiries, and referral acceptance, while ensuring all necessary client and patient information is collected accurately.