Introducing the DNA Reception Excellence Progression Scheme

At DNA Vetcare, we believe every member of the veterinary team deserves recognition, support and opportunities to develop their career.

That is why, during Veterinary Receptionist Week, we are proud to launch the DNA Reception Excellence Progression Scheme (REPS).

REPS is a new career pathway created to recognise, reward and support our receptionists, call handlers and client care teams across DNA Vetcare.

Recognising an essential veterinary role

Receptionists and call handlers are often the first people our clients speak to and the first friendly faces they see when visiting one of our practices.

They are the calm voice during a difficult telephone call, the reassuring presence when an owner is worried and the steady support helping everything run smoothly during busy and emotional days.

Their responsibilities go far beyond answering calls and booking appointments. They manage sensitive conversations, support worried pet owners, handle complaints, communicate important information and help clients and patients feel heard, supported and cared for.

What is REPS?

The DNA Reception Excellence Progression Scheme provides a clearer and more structured pathway for reception and call-handling team members who want to develop their skills and build a rewarding career.

REPS has been designed to:

• Recognise excellence in demanding veterinary environments
• Provide meaningful career progression without requiring a move into a clinical role
• Reward consistently high professional standards
• Recognise excellent client care, communication and call handling
• Acknowledge reliability, responsibility and good judgement under pressure

The scheme recognises both visible achievements and the important work that happens behind the scenes every day.

More than “just reception”

Our reception and client care colleagues are not “just receptionists”. They are communicators, organisers, problem-solvers and trusted members of their practice teams.

They regularly support people during stressful and emotional moments while remaining compassionate, calm and professional. Their work has a significant impact on the experience of our clients, patients and veterinary colleagues.

Organisations such as the British Veterinary Receptionist Association continue to champion the importance and professional development of veterinary reception teams across the UK.

Supporting careers across DNA Vetcare

REPS forms part of our commitment to helping people develop meaningful and rewarding careers across every area of veterinary practice.

We would like to thank all our receptionists, call handlers and client care teams for their care, resilience, patience and professionalism. Your contribution matters, and we are proud to recognise the essential role you play across DNA Vetcare.

To learn more about working with us, visit our DNA Vetcare careers page or explore our current vacancies.

Caring. Professional. Service.