The British Veterinary Receptionist Association (BVRA) recently carried out their seventh annual Veterinary Receptionist Survey. This survey aimed to better understand how veterinary receptionists feel about their role, including terms and conditions, availability of CPD and training, job satisfaction, morale and inter-practice relationships. It was completed during the summer of 2024.
Around 281 individuals from the UK completed the survey, with a reasonable geographical split across the country; this was broadly in line with previous years, although there were slightly more respondents from the southeast of the country.
Nearly all the respondents were female (99 percent) with just over 55 percent aged between 35 and 54. Over 77 percent of respondents describe their key role as receptionists, while 15 percent described their role as customer care advisors or assistants. Twenty-nine percent have been in the role between one and three years and another 45 percent have been in the role for between 3 and 10 years.
Eighty-three percent of respondents work in small animal practice with a further 10 percent working in mixed animal practice. Around 68 percent work for corporate practice, which is up 10 percent from last year.
This year’s survey shows that receptionists are still very committed to the role but feel their loyalty is becoming stretched, with increasing numbers feeling inadequately supported, recognised or rewarded.
Receptionists are still very committed to the role but feel their loyalty is becoming stretched, with increasing numbers feeling inadequately supported, recognised or rewarded.
Continuing professional development
Over 55 percent of those who responded to the survey want to have the opportunity to do more CPD, but disappointingly, 28 percent of respondents said they do not receive a CPD allowance, while another 18 percent were unsure if they did. Monetary allowance seems to vary with 33 percent reporting they receive an “ad hoc” monetary allowance.
In terms of time allowance for CPD, 22 percent said this time was variable and ad hoc. While 15 percent said they are allocated between one and two days per year, only 4 percent are allocated three days or above. Lack of time (63 percent) and lack of money (20 percent) were the main barriers to CPD cited.
I feel we aren’t encouraged enough to complete CPD nor informed of what’s on offer
Pay and job satisfaction
In terms of pay and conditions, the data suggests that receptionists’ pay is mainly rising in line with the levels of minimum wage, but that it is not keeping up with inflation or other sectors. Just 23 percent of respondents feel they are fairly paid, which is nearly 10 percent down on last year’s survey. This leaves the vast majority (77 percent) who are either unsure (11 percent) or unhappy (66 percent) about pay.
I feel our pay doesn’t reflect the pressure, knowledge and importance of our job role
When asked about overall job satisfaction, only 29 percent are satisfied with their job, which, again, is 10 percent down on last year’s survey.
There is less than 50 percent satisfaction in several specific areas including pay, number of breaks, support, level of recognition and opportunities for progression and development. These are all slightly down on last year. Furthermore, down 2 percent from 2023, only 77 percent felt safe at work – a figure which should be nothing short of 100 percent – and only 67 percent are satisfied with hours worked.
Morale and inter-practice relationships
Overall practice morale is 47 percent, which is similar to last year, but overall team morale (35 percent) is down 10 percent from last year which is concerning.
Relationships with vets and vet nurses remain above 70 percent, which is positive, although relationships with practice managers (50 percent) or senior partners (57 percent) are similar to last year. Further, relationships with the head office are down to just 22 percent.
On the positive side, when respondents were asked if they wanted to make additional comments about what they enjoy most about the role, over 65 percent added comments, for example: “It’s a hugely varied role, and challenging. Best of both worlds (animal and human contact). I absolutely love working with people.”
Job role
The role has changed in the last couple of years and the type of duties receptionists are fulfilling is continuing to grow.
Around 94 percent of respondents report that they are involved in helping the clinical team to restrain animals. Likewise, 94 percent do the cashing up at the end of the day and 56 percent are also involved in debt collection. Debt management has become harder, as has an increase in verbal abuse from clients, especially over rising prices.
Receptionists are now really bearing the brunt of the cost-of-living crisis. We are dealing with many more upset and angry clients than ever before – people are more cost-conscious and vet practices are forever increasing the prices
Receptionists are also involved in dispensing treatments, managing stock levels and many other additional tasks, such as cleaning and sterilising equipment.
Many receptionists see the job as a vocation, much like vets and vet nurses/technicians, and as such there is a lot of loyalty that keeps them in the role.
While often being seen as “the face” of a practice, many do not feel they are recognised or rewarded adequately, and that the industry largely regards it as a minimum wage level role. Receptionists are often expected to work long hours without the appropriate support, training and financial or career reward.
One response summarised:
“Demand for services has increased significantly, so it’s become much more frenetic in daily practice. We have more clients than the practice can reasonably manage. Changes in the way drugs can be prescribed, dog bans, etc, have meant we need to be aware of more legislation.
“Clients are less patient, and instances of rudeness and difficult, sometimes abusive, behaviour have significantly increased. Being asked to do more in practice that we aren’t trained to do, to ‘help out’ because of staffing issues and demand for appointments/services. The cost-of-living crisis has affected what people can afford although sadly not on pet ownership, so being asked for payment plans or expecting help for free has become common. It feels very much like every day is a battle to cope with difficult working conditions and being consistently rushed off your feet and under a lot of pressure and stress without reprieve. It’s hard to give the same level of service under those conditions.”
Final thoughts
Veterinary receptionists are loyal and key members of the practice team. As well as significant competitive advantages to be gained by the employers that recognise this, supporting staff training and rewarding staff based on their skills, commitment and passion for the role can lead to improved team morale and staff retention.
Abbie Wilson, BVRA president, says: “The BVRA remains committed to getting the future survey satisfaction levels up to 70 percent and beyond, but we acknowledge that progress is difficult in the current climate. We will continue to advocate for the role, working closely with other organisations such as the BVA, BVNA and VMG. We remain positive about the future.”
| For further information about the BVRA and this year’s annual receptionist survey, please visit the BVRA website. |
