The Magic of Mayhem

Admin Team

Keeley give us an extraordinary insight into a day in the life of a veterinary receptionist. From 8am to 6pm it's go, go, go and she takes it all in her stride. Boisterous cockatoo's to vomiting puppies you name it they see it.

The Magic of Mayhem
By Keeley Adams

Your usual shift as a veterinary receptionist is about to begin. Glancing at your schedule for the day, it will undeniably look remarkably different by 6pm. You inspect the clock and view the hand about to tick over to 8am – it’s almost time for the phone lines to open.

You square your shoulders and bravely meet the eyes of the other receptionist across from you as you prepare like soldiers would for war; it’s go time. Your headset starts ringing and you have seven callers on the line in the span of a few seconds. The schedule looks full already but you don’t give up, searching to see where you can possibly fit them all in. Moving around the colour-coded appointments like a real-life game of Tetris, you fist-pump when you accomplish what seemed impossible 10 minutes ago. This continues for a few hours; an endless cycle of being seemingly full for the day but not able to turn away callers with sick pets who you know from experience may be urgent cases.

Some of the calls are decidedly less urgent. You spend 6 minutes on the phone with a client who assures you that their dog has been getting ‘oxtun’ for years and they need to order some more. You rack your brain trying to work out what ‘oxtun’ could be, presuming it to be some sort of drug, before realising that the elderly caller is actually trying to order “ox tongue” for her dog… You provide her the correct number for the local butcher.

Meanwhile, you can see your other receptionist carrying her fifth boxful of injured wildlife out the back for a vet or nurse to assess; by the way the box is bouncing about in her arms and making an awful screeching sound, you presume it to be a boisterous cockatoo. Good luck with that one, guys!

By the time the clock reaches 11am, you scurry into the break room to boil the jug for your second (or third) cup of coffee before retrieving the multiple vials of blood for the external pathology courier whom you all lovingly refer to as “The Blood Man.” You don’t let the sight of the four different types of bodily fluids you see being tested in the lab deter you from that coffee you were making. And yes, that’s right, I said four bodily fluid types… use your imagination!

Back at your desk, the cutest puppy imaginable is in for its first vaccination and hobbles behind the reception desk to say hello. And while many would assume that veterinary receptionists only cuddle puppies all day, the reality is that they also have to be constantly prepared as the first to assess and respond to any emergency calls.

Both phones ring at 1pm, and with your receptionist’s equivalent of the “spidey-sense”, predict that these will be the “big calls” for the day. As suspected, one caller describes how their puppy has eaten a whole box of rich, Belgian chocolates while they were at work and the second client requires urgent help for a calving at a rural property. You get to work quickly, asking the dog owner to bring their pet into the vet hospital immediately and confirm the address and contact details of the client for the calving which a vet will have to go out to as soon as possible.

You race out the back to let the vets and nurses know while your other receptionist works at rescheduling some of the non-urgent appointments to slightly later in the day. One vet is out the door with his nurse as quickly as he can to the calving, while the others prepare for the urgent case coming through the door.

A short time later, you watch as the cheeky chocolate-eating puppy is out the back, vomiting to expel the toxins they ingested into a bucket (and no-doubt reminding some staff of distinct instances from their youths which they’d rather not remember).

The rest of the day flies by with countless vaccinations, consults and hospital patients, and before you know it, the vet who was sent out to the emergency calving exhaustedly returns, their overalls covered in substances one would rather not think about (or smell) for too long. You dread to think about what their assigned work car must look like inside!

Eventually, the clock ticks over to 6pm and the phone lines finally close, allowing any other emergencies to be handled by the appointed after hours vet. The receptionists heave a sigh of relief, finally getting a break from the non-stop sound of the phone ringing and everyone prepares to go home.

One thing I have learnt about being a veterinary receptionist is that it certainly consists of more than just booking appointments; it is about managing the “magic of mayhem” that exists in our workplace in which everything can change in the blink of an eye… or the ringing of a phone.

But we wouldn’t have it any other way.

How to Tell if Your Pet is Feeling the Cold

By Admin Team • 10 May, 2024
As the chilly winds and frosty mornings of winter settle in, it's important to remember that our furry friends need extra care to stay warm and comfortable. Just like humans, pets can feel the cold too, and it's our responsibility as pet owners to ensure their well-being during the colder months. But how can you tell if your pet is feeling the cold? We've put together some helpful signs and tips to help you keep your beloved companions snug and cosy.

Tips for Caring for Your Senior Pet

By Admin Team • 10 May, 2024
As cherished members of our families, our pets bring boundless joy and companionship into our lives. However, as they age, they require special attention and care to ensure they remain happy and healthy in their senior years.

Yass Valley Veterinary Certified as a Great Place to Work™

By Admin Team • 09 May, 2024
At Yass Valley Veterinary we’ve always believed that our people are our greatest asset. That’s why we’re thrilled to announce that we are officially certified as a Great Place To Work™ by Great Place To Work® Australia New Zealand Pty Ltd. This prestigious certification reflects the dedication of our team members and the positive workplace culture we strive to cultivate every day. So, what does it take to be recognised as a Great Place To Work™? According to Great Place To Work®, it’s all about fostering an environment where employees trust their leaders, take pride in their work, and enjoy collaborating with their colleagues. This recognition is not just about perks or benefits; it’s about the overall employee experience being consistently positive for everyone, regardless of their role or location within the organisation. Our journey to certification was a collaborative effort involving all our team members. Through surveys and feedback, our team members provided invaluable insights into our leadership, culture, performance, and overall employee experience. Their voices helped shape our understanding of what makes Yass Valley Veterinary a great place to work. We are immensely proud to receive this certification, knowing that it reflects the genuine experiences of our team members. It’s a testament to our commitment to creating a workplace where everyone feels valued, supported, and empowered to do their best work every day. At Yass Valley Veterinary, we understand that a positive workplace culture isn’t just good for our team members; it’s also good for business. That’s why we’re dedicated to using tools like Emprising®, Great Place To Work®’s culture management platform, to continually assess and improve our workplace culture. By leveraging data-driven insights, we can make informed decisions that benefit both our team members and our organisation as a whole. Being recognised as a Great Place To Work™ is not just an achievement; it’s a responsibility. It inspires us to continue striving for excellence in everything we do, knowing that our efforts contribute to building a better world for our team members and the communities we serve. We’re honoured to join the ranks of other certified Great Place To Work® companies and look forward to continuing our journey of creating a workplace where everyone can thrive. Thank you to our incredible team members for their dedication, passion, and commitment to making Yass Valley Veterinary a truly great place to work. Together, we’re building a brighter future for all. Here’s to many more successes ahead!
More Posts
Share by: