Veterinary receptionists are an important part of any veterinary practice: often the first to greet clients, the last to offer reassurance and a crucial bridge between clients and the clinical team. Historically the silent heroes of the practice, recent years have shown the professionalism of the receptionist role gather momentum, and at the heart of this evolution lies continued professional development (CPD).
The 2024 British Veterinary Receptionist Association (BVRA) Congress once again highlighted the importance of CPD, with talks and networking opportunities designed exclusively for reception teams. It made one thing very clear: CPD isn’t just a “nice to have” – it’s a professional lifeline.
CPD isn’t just a ‘nice to have’ – it’s a professional lifeline
Why should receptionists embrace CPD?
CPD has been shown to build confidence and capability. Whether you’re a new starter or a seasoned member of the team, CPD sharpens your skills and knowledge. From handling difficult conversations and improving time management to understanding clinical terminology, training empowers receptionists to navigate their role with professionalism and ease.
Ongoing CPD also signals a shift in attitude, moving away from the notion that veterinary reception roles are “just admin” – it’s a career. Engaging in CPD helps build credibility for the role, earns respect within the team and can show the depth of knowledge and skill the role truly requires.
Being a part of that wider community is affirming, reassuring and energising; it reminds receptionists that they’re not alone, and that their work matters
There is also the personal aspect to CPD. Continual learning builds a sense of achievement and opens doors to new opportunities, whether that be head receptionists, practice managers or simply wanting to deepen the impact you have in your current role. CPD is a powerful route for growth.
It can also come in the form of in-person events. Events like BVRA Congress create a space for receptionists to connect, share experiences and celebrate their profession. Being a part of that wider community is affirming, reassuring and energising; it reminds receptionists that they’re not alone, and that their work matters.
Why should we be encouraging the reception team to get involved in CPD?
It’s not just down to the receptionists: line managers should also encourage receptionists to complete CPD. Well-trained receptionists directly reduce client complaints, increase compliance and improve workflow. They’re better equipped to manage the front desk, triage appropriately and support the clinical team.
Receptionists often shape the client’s first and last impression of the veterinary practice, and with the right skills can turn a stressful vet visit into a positive experience. Remember, a strong front line equals a stronger practice, and an investment in your team’s development is an investment in your practice’s performance.
The veterinary industry is finally recognising that excellence at the front desk is just as important as excellence in the consult room
Encouraging reception staff to get involved in CPD also shows your reception team that you value them. When the team feels supported and can see a pathway for personal and professional growth, they’re more likely to stay. This reduces recruitment costs and preserves team harmony.
Encouraging CPD may also help management identify hidden potential within their team. Many receptionists have talents and ambitions that CPD helps reveal, and when managers support this growth, they can identify future leaders within their own teams.
What comes next? CPD at BVRA Congress 2025
The veterinary industry is finally recognising that excellence at the front desk is just as important as excellence in the consult room. The BVRA is leading this cultural shift by creating structured pathways for development and recognition.
BVRA Congress 2025 is already shaping up to be an unmissable event for veterinary receptionists. With a broad range of expert speakers, practical training sessions and exhibitors, it’s a chance to deepen your skills, celebrate the role of veterinary receptionists and connect with like-minded professionals.
Whether you’re new to the role or a seasoned team leader, BVRA Congress 2025 offers inspiration, recognition and real tools to help you thrive.
Final thoughts
The veterinary industry is finally recognising that excellence at the front desk is just as important as excellence in the consult room
So, whether you’re a receptionist wondering “Is CPD worth it?”, or a manager considering how to support your team more effectively, the answer is simple. CPD isn’t a burden – it’s a gift. It helps individuals grow, elevates the profession and strengthens the entire veterinary practice.
The future of veterinary reception is bright, and it’s built on learning, leadership and a little bit of courage.
