Having grown up around pets, Karen has always loved animals, so she understands how important the bond is between people and pets. She tells us about how she came to work at PDSA, a typical day in the life of a Veterinary Receptionist, and the strangest encounter she’s had.
Why did you want to work at PDSA?
I hadn’t heard of PDSA before I joined Southampton Pet Hospital. At the time, the role offered part-time hours, which fitted with my family commitments at the time. I’d also grown up with pets so it seemed like a job that I could relate to and suited me well. I had worked in a clinical environment before too, so it seemed a good fit.
What does a typical day for you look like?
No day is ever the same – but the most important task is engaging with clients in person or over the phone to help them get the treatment they need for their pet. We're often the first person an owner meets when they come through our doors, and we understand it can often be a worrying and distressing time when their pet needs to see the vet, so we're as supportive as possible.
During a typical day, I also:
- Schedule appointments for both emergency and non-urgent care.
- Ensure pets in the waiting room are restrained safety so they can safely see the vet.
- Keep the waiting room area clean and tidy.
- Support the clinical team with administration tasks.
- Process payments.
What do you enjoy the most about working at PDSA?
I really enjoy working as part of a team and as we work well together and support each other. It can get quite upsetting at times, so it’s amazing to be able to lean on each other.
I also love being able to help people by explaining the service that we offer, particularly if they are very worried about their pet’s health. There’s nothing better than helping keep a family together.
What is your favourite animal?
I’ve always loved dogs. I think that dogs are such great companions as they are intelligent, loving and fun (most of the time).
What’s the most memorable call you’ve had at PDSA?
A very anxious client called to say that his cat needed more medication as his sore eye wasn’t getting better, so I recommended that we book an appointment to check the eye.
The owner explained to me that the stress and worry about his cat’s health had affected him so much that he suffered from anxiety meltdowns. He didn’t feel that he could leave the house to bring his cat to us.
I listened carefully to everything he said on the phone, and we had a long discussion. On the call I provided him with reassurance and encouragement, hoping that he would gain the confidence to bring his pet in.
The next day, I was really pleased to see the owner in the waiting room with his cat. The owner thanked me for helping to persuade him to walk in. I am pleased to say his cat has now made a full recovery.
Would you recommend working as a Veterinary Receptionist at PDSA?
Yes, if you enjoy being busy! Also, if you enjoy the challenge of multi-tasking and helping owners and their pets.
How important is the public’s support and donations?
PDSA is there to help those in need when times are tough. Public support and donations are essential to PDSA. Clients hugely appreciate the care they receive – especially when they’d struggle to access or can’t afford vet care elsewhere.
What would you say to someone who was thinking of working at PDSA?
There is a lot to learn working as a Vet Receptionist at PDSA, and the job can be challenging at times, but with experience, the job can be very enjoyable as each day is different!
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