It’s Veterinary Receptionist Week – a great opportunity to show our appreciation of our front of house teams across VetPartners.
Whether through free membership we provide for the British Veterinary Receptionists Association or our brand-new dedicated Client Experience Programme, we’re committed to supporting our receptionist and helping them to thrive.
Here, VetPartners’ Veterinary Receptionist of the Year Dawn Kitchen talks about her love of her role and why it was so special winning the award….
IT was a love of animals that drew Dawn Kitchen to the role of veterinary receptionist – and it’s her love of people that has kept her in the job for 18 years.
Whether she’s offering a reassuring word or gently encouraging a distressed owner to take a deep breath so they can explain the seriousness of the situation, or waving off a happy owner whose horse has recovered from treatment, Dawn says her people skills have been her most important asset over the years.
She has witnessed every possible emotion from clients when she answers the phone or welcomes them to Chine House Vets in Sileby, Loughborough.
Her caring, supportive personality led to her being crowned Veterinary Receptionist of the Year at VetPartners Congress in 2024.
Dawn was honoured for taking care of her team and as someone who is always also to provide a sympathetic ear, a big hug and compassionate support to colleagues and clients.
With their organisational and multi-tasking abilities, receptionists are at the forefront of our practices, taking and directing calls, greeting clients, booking in patients, often handling insurance claims and liaising with equine vets who are more often than not out on calls.
Dawn said: “I first came to the practice as a teenager with my pony and I love my job and I’ve always enjoyed it. Because I’ve been here so long, I know our clients and regularly speak to them, which is really nice because you build a connection between them and the practice.
“I’m interested in care of animals and clients, from the moment you take the initial call until the horse or pony is treated. People sometimes ring in distress if their horse is seriously ill or has been involved in an accident.
“Having good people skills to be able to deal with both clients and vets is essential for this role. It can sometimes be stressful, especially when there is a serious case and you’re coordinating a vet who is out on the road.”
Through VetPartners paying the membership for all receptionists, Dawn is a member of the BVRA and has completed their Foundation course to boost her skills and knowledge.
Huge cheers could be heard from her colleagues when her name was called as the winner of the 2024 VetPartners Veterinary Receptionist of the Year award.
Recognising excellence and those team members who live our values enables VetPartners to show how much our front of house teams are valued, respected and valued.
Dawn said: “I have never won anything in my life and this was an amazing experience which was very special. I’m so grateful and the trophy is proudly sitting on our reception.”
Dawn faced strong competition for the title of Veterinary Receptionist of the Year.
Tanya Lane, from Stable Close Equine Practice, and Angie Neesham, from Pet Cremation Services, joined her on the shortlist.
Tanya’s colleagues say she is the heart of our team, radiating positivity and warmth like a ray of sunshine every day. Her infectious smile and cheerful demeanour brighten the office, creating a welcoming and uplifting atmosphere for both colleague and clients alike. Meticulous in her work, she ensured every task is completed with precision and care.
In addition to her professional excellence, Tanya is deeply invested in the wellbeing of the team at Stable Close Equine. She introduced a daily stretching routine, encourages colleagues to stay active, and this small but meaningful initiative has had a significant impact on their overall wellness.
Angie has such a special way when clients bring their beloved pets to the crematorium, as she gives the client the respect, time and kindness that they deserve on one of the saddest days they will experience.
PCS receive many glowing reviews about the kindness Angie has shown and she receives many thank you cards, flowers and chocolates. Angie thrills colleagues with her delicious cheesecake, makes her colleagues laugh and checks in on everyone. Whether it is a bereaved pet owner, a vet practice or her colleagues, she always goes the extra mile.
For media enquiries, please contact Amanda Little, VetPartners PR and Communications Director, at [email protected] or 07970 198492
