iPET Network
Level 3
QN: 610/3286/4
Curriculum Active
iPET Network Level 3 Certificate for Veterinary Receptionists (BVRA)
Official qualification regulated by Ofqual, awarded by iPET Network. Classified as a Other Vocational Qualification. Total guided learning hours: 80 hours.
Qualification Level
Level 3
Awarding Body
iPET Network
Syllabus Units
8 Units
Guided Hours
80 hrs
Instant access to interactive lessons, quizzes, and spaced revision.
Course Syllabus & Study Modules
Complete breakdown of verified curriculum topics and learning objectives.
1
Communication Skills and Effective Working
Verified
Key Learning Objectives:
- Know and understand the different veterinary governing bodies and their roles within practice
- Know how to build a positive rapport with clients as a veterinary receptionist
- Know and understand the principles of effective written communication and what active listening is
- Know and understand the importance of following the complaints policy and standard operating procedures to ensure effective complaint handling in practice
- Know how to assess and prioritise the urgency of different emergencies and how to communicate with clients
- Know and understand the different ways to achieve successful client satisfaction
- Know the importance of time and diary management and its impact in veterinary practice
- Know and understand the grief process and how to support pet owners compassionately
2
Euthanasia and Bereavement Process
Verified
Key Learning Objectives:
- Know and understand the bond between humans and their companion animals
- Understand the emotional impact of pet loss and the grieving process
- Understand what the euthanasia methods are and how to deal with unusual and unplanned euthanasia
- Understand how to communicate with clients with empathy and compassion
- Know and understand what happens after euthanasia and how to discuss cremation options
- Know and understand how to support clients in the days after pet euthanasia
- Know and understand how to offer pet loss support for clients, children and self-care for veterinary staff
3
Mental Health and Wellbeing for Veterinary Professionals
Verified
Key Learning Objectives:
- Know and understand what humans need to thrive and why team wellbeing is important
- Know and understand what psychological safety is and why it is important to maintain
- Know and understand why it is important to put systems in place to support team members
- Understand the importance of debriefs and learning discussions to support the practice team
- Know and understand what tools can be used to manage stress
- Know and understand how to identify challenges, how to handle them and what matters to clients and colleagues
4
People Skills and Team Working
Verified
Key Learning Objectives:
- Know and understand the impact of the human-companion animal bond
- Know the benefits of mindfulness and resilience in the veterinary receptionist role
- Know and understand the role of effective team
- work and communication in veterinary practice
- Know the challenges and emerging trends within the veterinary industry and how they can affect the role of a receptionist
- Know and understand the physical and emotional challenges of hormonal changes during pregnancy and menopa
- Know and understand what human resources is and its function in veterinary practice
- Know and understand the importance of diversity and equality and how to be inclusive in the workplace
5
Practice Operations
Verified
Key Learning Objectives:
- Know the different types of insurance policies and the practice healthcare plan
- Know and understand the importance of positive communication around client payments and the impact on the practice finances
- Know and understand the basics of veterinary medicine, the different classifications and how to safely handle, store and dispense medication
- Know and understand what health and safety is and its importance in a veterinary practice
- Know and understand what Pet Travel, Animal Health Certificates and Export Health Certificates are and who can legally issue them
- Know and understand the importance of appropriately marketing the practice and social media
- Know and understand what GDPR is and how to handle the data of an individual appropriately
6
Preventative Health Care for Animals
Verified
Key Learning Objectives:
- Know and understand the importance of preventative health care to animal welfare
- Know and understand the importance of vaccinating pets and the different diseases pets are vaccinated against
- Know and understand the legislation surrounding pet identification and the different types of identification available
- Know and understand what dental disease is and how pet owners can help prevent it
- Know and understand the common endoparasites and ectoparasites and the importance of regular pet parasite treatment
- Know the different neutering procedures in different species and the risks and benefits
- Know and understand the different life stages of dogs and cats
7
Supporting Veterinary Clinical Care
Verified
Key Learning Objectives:
- Know and understand how each role in veterinary practice contributes to overall patient care and practice success
- Know and understand the significance of team communication in coordinating patient care
- Understand the admission, in-patient communication and discharge processes
- Know how to identify and prioritise a true emergency efficiently
- Know and understand the different types of imagining and diagnostics and how they aid in providing effective medical care
8
Triage and First Aid
Verified
Key Learning Objectives:
- Know and understand what first aid is and the circumstances it can be administered
- Know and understand how to manage animal first aid cases, including bleeding and wound injuries
- Know and understand what to do in the event of a seizure, choking or hyperthermia scenario
- Know and understand how to manage various first aid scenarios
- Know and understand what triage is and the different types of triage
- Know how to communicate with pet owners whilst triaging over the telephone and how to prioritise a true emergency
- Know and understand what a true emergency is or what has the potential to be an emergency
- Know and understand what waiting room triage is and when to act
Regulatory & Verification Details
- Qualification Number (QN)
- 610/3286/4
- Regulated Status
- Available to learners
- Awarding Body
- iPET Network
- Qualification Type
- Other Vocational Qualification
- Operational Start
- Oct 2023