In this article, Jaime Kiem reflects on her two-year term as the first president of the British Veterinary Receptionist Association (BVRA) before passing the baton to Kayleigh Walker, who reveals the upcoming mission for her presidency.
Discover how they have transformed the role of veterinary receptionists and built relationships with veterinary colleagues throughout the industry, and how they will continue to do so.
A farewell from current BVRA president, Jaime Kiem
As the inaugural president of the BVRA for 2022/24, I am thrilled to share my journey over the last two years, playing a part in transforming the veterinary receptionist role and forming meaningful relationships with our veterinary colleagues. My journey has been one of dedication, collaboration and continuous improvement.
When the BVRA was established in 2017, the primary goal was to elevate the status and recognition of veterinary receptionists, both with clients and throughout the industry. Often the unsung heroes of veterinary practices, receptionists play a crucial role in practice, ensuring the smooth running of consultations and providing positive client experiences. The vision was to create a platform that not only champions the importance of the role but also provides avenues for professional development and career progression.
Often the unsung heroes of veterinary practices, receptionists play a crucial role in practice, ensuring the smooth running of consultations and providing positive client experiences
One of the key initiatives was the development of specialised training for veterinary receptionists. By collaborating with industry experts, we created courses that covered the administrative aspects of the role and the wide range of skills a receptionist requires in their daily role. These CPD courses not only enhance the knowledge and capabilities of receptionists but also give them the confidence and competence to contribute more effectively to the overall functioning of the veterinary practice and practice team.
Building relationships with other veterinary associations was my priority during my presidential term. The BVRA’s annual survey conducted in June 2022 and June 2023 revealed that a significant percentage of receptionists had a less-than-ideal relationship with their vets, nurses and/or management. As the different teams in the practice work so closely together, it was important for BVRA to work on building these in-practice relationships. One thing became clear during my two-year term: how can we expect our teams in practice to work together when our associations are not aligned?
One thing became clear during my two-year term: how can we expect our teams in practice to work together when our associations are not aligned?
I have been lucky to share my term with like-minded, enthusiastic and passionate board and council members. Over the past two years, BVRA has formed meaningful relationships with the British Veterinary Association (BVA), the British Veterinary Nursing Association (BVNA) and the Veterinary Management Group (VMG). These collaborations have allowed BVRA to share insights, exchange best practices and work together towards common goals, ultimately benefiting the entire veterinary community.
BVRA has been instrumental in advocating for the recognition of the veterinary receptionist role and has highlighted the importance of including receptionists in discussions about professional standards and workplace protocols. This has led to a more comprehensive understanding of the diverse responsibilities shouldered by veterinary receptionists and the need for bespoke support and recognition.
During my time as president, BVRA has actively participated in industry events and provided a platform for veterinary receptionists to network, share experiences and learn from each other. By creating this supportive community across the industry, we have seen a rise in recognition of the importance of the veterinary receptionist role. This was made evident at BVRA Congress 2023, where we had the largest number of delegates, a packed exhibition hall and more speaker requests than we had space for – ultimately filling our speaker list for 2024!
By creating this supportive community across the industry, we have seen a rise in recognition of the importance of the veterinary receptionist role
My term as the first president of the BVRA has been a fulfilling journey of progress and collaboration. By focusing on professional development and community building, we have successfully advanced the veterinary receptionist role. I look forward to watching my successor, Kayleigh Walker, continue the unwavering commitment the BVRA has to veterinary receptionists and continue to support and strengthen our bonds with the wider veterinary industry.
The BVRA stands as a testament to what can be achieved when a dedicated group of individuals come together to champion a cause that benefits not only its members but the entire profession. Welcome, Kayleigh Walker, BVRA president 2024!
A word from our new president, Kayleigh Walker
I am so honoured to be taking over as the new president of the BVRA! Jaime has been an incredible first president and has been an invaluable support to receptionists. I look forward to continuing the commitments made by Jaime as I begin my term.
There is a real sense of community from BVRA members, and I look forward to being a part of the growing community as well as a voice for veterinary receptionists all over the country.
My main goal for my presidency is to grow the voice of veterinary receptionists in the industry and the wider public and help others understand how varied our roles can be. The role of a veterinary receptionist involves a whole host of tasks, from answering the phone to cleaning kennels and handling practice banking. The role has developed over recent years and can take many different paths and lead to a variety of career opportunities that receptionists are now being considered for, which is a huge development in itself! It is vital we move away from others viewing the role as being us just cuddling puppies and kittens all day.
Another goal is to work on job satisfaction for receptionists. Following on from the recent BVRA annual survey, I would love to see the job satisfaction rate among veterinary receptionists increase.
The role of a veterinary receptionist involves a whole host of tasks, from answering the phone to cleaning kennels and handling practice banking
Together with the BVRA council, I believe we can take more steps and continue to make movements in the industry for both independent and corporate practices to start celebrating and investing further in their receptionists. Over the next couple of years, I look forward to supporting receptionists and helping them gain recognition for all the hard work they do.
