iPET Network Level 3 Certificate for Veterinary Receptionists – Qualification Number 610/5982/1 (link to qualification on Ofqual register)  

The iPET Network Level 3 Certificate for Veterinary Receptionists is aimed at Learners who work in a veterinary practice or those who wish to work in a veterinary practice as a receptionist. This qualification places a focus on the knowledge required for a veterinary receptionist to be occupationally competent but also emphasises the development of soft skills such as team working and communication.  

Learners will complete four core units covering the structure of the veterinary industry, operational and administrative responsibilities, effective client communication, and workplace wellbeing. These core units equip learners with the essential knowledge of veterinary practice management, including time and diary organisation, data protection legislation compliance, client relations, pet travel requirements, and supporting a diverse and inclusive working environment. 

In addition to the mandatory units, Learners can choose from a variety of optional units to tailor the qualification to their specific needs and interests. Optional units cover a wide range of topics such as preventative health care, supporting veterinary clinical care, mental health and wellbeing, supporting the euthanasia and the bereavement process and triage and first aid.  

This flexible structure allows learners to build a well-rounded understanding of veterinary practice while developing specialist knowledge aligned with their interests or career goals. Upon completion of the qualifications, Learners should have the foundation to work confidently in veterinary reception roles and wider support positions within animal care teams. 

This qualification has been designed to enable Candidates to: 

• Understand the structure of the veterinary sector, including types of practices, ownership models, funding methods, team roles, key governing bodies, insurance policies, and healthcare plans. 

• Understand the role of the Veterinary Receptionist and their professional and legal limitations. 

• Understand effective client communication techniques, including active listening, teamwork, complaint handling, and supporting payment conversations. 

• Understand key veterinary practice operations including payment processes, healthcare plans, pet travel, marketing, data protection legislation and handling, storing and dispensing of veterinary medicines. 

• Understand how to work in a team, including promoting inclusivity and know the emerging trends and challenges that may impact their role. 

Depending on the optional units chosen, this qualification has been designed to enable Learners to: 

• Understand key aspects of preventative health care practices, including vaccination, parasite control, dental care, neutering procedures, as well as legislation pertaining to pet identification. 

• Understand supporting the veterinary clinical care team, with knowledge of effective communication and teamwork during admission, in-patient, and discharge processes, as well as an understanding of emergency prioritisation, triage, and common diagnostic procedures. 

• Understand mental health and wellbeing by recognising signs of mental ill-health, promoting resilience and psychological safety, and understanding how to support colleagues through effective frameworks and stress management tools. 

• Know what euthanasia is, communicating sensitively with clients, discussing cremation options, and offering pet loss support to clients, children, and colleagues. 

• Know how to administer first aid for a range of common scenarios, understand what classes as an emergency, how to triage, discussing cremation options, and offering pet loss support to clients, children, and colleagues. 

This qualification consists of the following theoretical units: 

Mandatory 

3001: Understanding the Veterinary Industry 

3002: Processes and Administration in Veterinary Practice  

3003: Effective Communication and Client Relations 

3004: Workplace Culture and Marketing 

Optional 

3005: Preventative Health Care for Animals 

3006: Supporting Veterinary Clinical Care 

3007: Mental Health and Wellbeing 

3008: Euthanasia and Bereavement Support 

3009: Veterinary Triage and First Aid 

EDUCATION FOR PEOPLE, FOR PETS, FOR THE FUTURE