“There is clearly a risk that highly skilled and motivated receptionists could be lost from the profession”

The British Veterinary Receptionist Association (BVRA) recently carried out its annual Veterinary Receptionist Survey for 2023. The aim of the survey was to gain a better understanding of how veterinary receptionists feel about their role, including terms and conditions; the availability of continuing professional development (CPD) and training; and job satisfaction, morale and inter-practice relationships.

Just under 425 BVRA members completed the survey, with a reasonable geographical split across the country. Nearly all respondents were female and aged between 25 and 65, with just over 50 percent aged between 35 and 55. Thirty-eight percent have been in the role between one and three years, and another 38 percent have been in the role for between three and ten years.

The vast majority work in small animal practices, which along with mixed practices accounts for 89 percent of respondents. Just over half work for corporate practices, with the rest working for a single independent or a group of independents. This is all broadly in line with the surveys conducted in the last few years (ie 2021 and 2022). 

There is an even split between those working full-time and part-time, which is a slight decline in those working full-time compared to previous years.

Terms and conditions

Just over 65 percent of respondents are paid between £10 and £12/hour, with the majority of those on £10 to £11/hour. Only 7 percent earn above £15/hour. The data suggests that receptionists’ pay is mainly rising in line with the levels of minimum wage and is not keeping up with inflation or many other sectors.

In terms of contracted hours, 34 percent said they regularly work well over their contracted hours, and 40 percent said they do not receive any overtime pay: a figure that was closer to 30 percent in previous surveys.

When asked if they thought they were fairly paid for the job they do, 32 percent of respondents said “yes”. However, that leaves 68 percent who are either “unsure” (11 percent) or “unhappy” (57 percent) with the state of play in regard to pay. This is broadly in line with previous years, although those who feel they are underpaid are up 10 percent from last year.

While there are clearly reception staff who are happy with their terms and conditions, there were a number of individual comments which reflect the 57 percent who do not feel fairly paid. There are, however, some perks being offered, including a discount on pet products, paid CPD or time off in lieu (TOIL). Nine percent also received a performance bonus or profit share.

Continuing professional development

There is a large appetite for CPD among veterinary receptionists, with over 60 percent wanting to have the opportunity to do more CPD and only 2 percent who feel CPD is not relevant to their role. However, 33 percent said they do not receive a CPD allowance, while another 19 percent were unsure if they did.

Sixty-two percent do not have a specifically allocated time for CPD, and a further 23 percent said the practice did allow some time, but it was “ad hoc”. Only 15 percent were allocated a set time. In terms of barriers to CPD, over 70 percent said it was down to lack of time and 20 percent lack of money. The frustration with the lack of time allocated to CPD has increased by over 20 percent on average compared to the previous five years.

Job satisfaction, morale and inter-practice relationships

When asked about overall job satisfaction, 39 percent replied that they are satisfied with their job. However, that still leaves 9 percent who are dissatisfied, and 52 percent who have no strong feelings either way.

When asked if they intend to move to another practice, 5 percent said they were actively seeking another job, 35 percent said they are not looking to leave and 53 percent didn’t have strong feelings either way. The remaining 7 percent were looking to leave within the next one to five years. While only 5 percent are looking to leave immediately, it could, however, be said that around 60 percent are potentially at risk of leaving their current employer or even the profession.

There is less than 50 percent satisfaction in a number of areas including pay, level of recognition and opportunities for progression and development. This is similar to previous years, so it’s disappointing that more progress has not been made

If we drill deeper into the satisfaction rates of respondents’ current jobs, looking particularly at those who registered as “very satisfied” or “satisfied”, there is less than 50 percent satisfaction in a number of areas including pay, level of recognition and opportunities for progression and development. This is similar to previous years, so it’s disappointing that more progress has not been made.

Overall practice and overall team morale were both around 45 percent, which is concerning, with overall support from line managers at 55 percent.

In terms of relationships, things look a little better. Relationships with vets and vet nurses are both around 70 percent, although relationships with practice managers or senior partners are a little lower, averaging around 58 percent. In corporate or larger practices with a head office, relationship satisfaction rates are at a disappointing 33 percent.

Only 66 percent said they had a regular appraisal, which is up on previous years but still too low.

Morale, motivation and satisfaction

Over a quarter of respondents had negative feedback when asked if they had any additional comments on job satisfaction:

• “There is still a massive divide within the industry [between] clinical and non-clinical staff. Veterinary reception [team] needs to be seen as a valued, important, recognised career by colleagues and the public. I appreciate the work the BVRA are doing in getting receptionists the recognition they deserve”
• “No support, no motivation, low morale, no rewards, no positive feedback, no pay increases”

On the positive side, when asked if they wanted to make additional comments about what they enjoy most about the role, well over 65 percent had something to add. The major themes were supporting and helping the clients and their animals, the variety of work and working as part of a great team:

• “I love meeting new people and animals and the team I work with are amazing, the role is varied, and I get to meet loads of people and their pets and help them at difficult times”
• “Working with animals, the excitement of a clinical setting, feeling like I’m contributing to something bigger”

Job role and duties

In terms of the type of duties receptionists fulfil, the key reception role remains the first point of contact with clients, such as answering phones, emails, booking appointments, etc.

It is clear, however, that the role is growing, with around 36 percent now involved in dispensing treatments and around 13 percent actively involved in ordering and managing stock levels. In other areas, just under 80 percent report that they are involved in helping the clinical team to restrain animals and 50 percent are involved in finance, such as banking and debt collection. Other areas where receptionist staff provide support include sorting cadavers for cremation; laundry and cleaning; sterilising equipment; and social media/marketing.

Finally, respondents were invited to comment on “how their role has changed within the past two years”. In terms of positive comments, some have been promoted and/or given more responsibility, which they have welcomed. Another respondent commented that a corporate buy-out had been extremely positive. Some reflected that there had been no real change either way.

However, there were quite a significant number of negative comments, which broadly came under these three areas:

• An increase in customer complaints and negative behaviour along with concerns about money/costs
• An increase in responsibility and workload and “non-reception” type duties without any additional recognition in terms of pay and conditions
• A decrease in staff morale, job satisfaction and job security

Overall summary

While the industry at large may not recognise it, many receptionists see their job as a vocation, much like vets, veterinary nurses and veterinary technicians, and, as such, there is a lot of loyalty which keeps them in the role. However, many do not feel they are recognised or rewarded adequately, and they are often expected to work long hours without the appropriate financial or career reward.

Receptionists are usually the first point of contact with the public, and with many practices using locums to cover shifts, it is often the receptionist who is seen as the constant presence and “face of the practice” . In addition, with the overall pressures on all the practice staff, the reception team supports the efficient running of the practice and increases the well-being and retention of all staff and the overall success of the business.

Receptionists are usually the first point of contact with the public, and with many practices using locums to cover shifts, it is often the receptionist who is seen as the constant presence and ‘face of the practice’ 

It is clear from the survey that there is still a strong loyalty and commitment to practices and the role itself, but it is disappointing that no real progress seems to have been made from previous surveys in terms of overall job satisfaction. Along with the growing cost-of-living crisis, there is clearly a risk that highly skilled and motivated receptionists could be lost from the profession if this is not addressed.

However, on a positive note, the BVRA is delighted that the overall veterinary profession is starting to recognise the importance of the receptionist’s role. There are now positive moves being made to rectify this, including the BVRA working more closely with the British Veterinary Association and British Veterinary Nursing Association. Building on these wider relationships, the BVRA remains committed to getting the future survey satisfaction levels up to 70 percent and beyond.