Recently, I have had some time to reflect on my role. I have recently completed my first stepping stone into veterinary nursing (yay me!) During this time, I was reminded why I started this blog. Among the hustle of everyday life, trips away, moving house, money problems and so much more, I lost sight of the reason for writing. An outlet - whilst also bringing awareness to the profession that is Veterinary Reception!
I have immersed myself in groups surrounding the veterinary profession over the last few months, some based locally in Australia whilst others have members from all over the world. In addition, some are wholly veterinary medicine based whilst others are sorely for veterinary receptionists (or CSRs in some countries). One thing has been made painfully clear throughout this time - there is constant line being drawn between the 'front' and the 'back'. Invisible in one sense but so real in another that it could be cut by a knife. The experience of many veterinary receptionists is that there is a lack of support for them and the profession. They are fighting for better pays, better treatment within their practice, better support with difficult clients, equality in workload and working time. From experience, this is an enormous toll on top of what is an extremely difficult role and, as a result, many veterinary receptionists are leaving the industry. To clarify, it is not because they do not like their job or the industry. They simply do not have the energy left to fight and advocate for themselves within their practice whilst still having to front a smile to clients who walk through the door.
I can relate to this predicament. Recently, I have had to advocate for myself within the workplace. Burn out is a real thing within the veterinary industry and I could feel myself flying towards it at a rate of knots. This left me grouchy, short tempered and just generally feeling like a foul little gremlin for all of my co-workers. At the same time, something needed to change. I am lucky that I have a supportive organisation who openly listened to my concerns and who actively are striving for solutions in the matter. It also involves an element of 'letting go', delegating tasks and asking for assistance where needed (I promise I don't have control issues.)
However, this is not the case for many who have stuck their necks out, only to have the hatchet dropped on them because they are on the lower tier of their profession. I would like to say that these are isolated issues, but that would not be the truth. I have personally been made to feel undervalued throughout my time on different occasions where certain tasks or my job in general is made to feel like it is something beneath those around me. Much of this occurred very early in my time as a receptionist, but elements of which still occur from time to time. Had I not had such a thick hide, I probably would not be working in the veterinary industry anymore. Unfortunately for many, they have moved on from their roles as their concerns were not heard and the problems did not change. Add to the top of this smiling and happily greeting every person who walks through the door, something has to give. And I applaud all of those who have been brave in making that choice in their life.
To other receptionists out there, never stop advocating for yourself. In my case, I am one of the lucky ones. But if you are made to feel belittled in your role, like you are picking up the pieces of everyone around you whilst still being treated like the rug beneath their feet, I encourage you to walk away. There are practices out there that will give you the respect that is needed and only by pulling the rug from beneath their feet will they know just how much work is involved in the role as well as how much of a hole will be left by you leaving.
And if you are reading this from a different position within a practice or industry and think that I am 'exaggerating' or 'it is not that hard' - you are part of the problem whether you like that realisation or not and be thankful your receptionist is still around!
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