Our Amazing Receptionist, no day is the same – the heart of a veterinary team

Jess Grillo
Client Care
Barrow Hill - Eureka Vets - IVC

The context

I cant tell you about any 1 specific senario, Jess knows all of her clients from years at the practice, she doesnt just do her reception jobs but when clients call or come in she spends time to chat, put them at ease, reassure them when its a difficult or upsetting appointment. She puts her jobs on hold, making sure each client gets 100% of her attention. She will then call them the following day or a few days later if best to check on how they are doing and if we as a team can support them any futher. She will signpost for help, not just tell the owner to look certain things up on line -she will go the extra distance to ensure the client is supported.

The action

I’ve seen and heard her many times call clients and even elderly clients who have lost their pets she has called them a few months after their loss to check in on them, these clients who have spend many hours at the vets or on the phone asking for help, repeat prescriptions advice regarding their family member is suddenly not in her weekly schedule she will take the few mins of a call to check in on them. We have several clients who have dementia and pop in regularly forgetting what they are supposed to be feeding, medicating or worrying and fixating over their symptoms, jess doesn’t just dismiss these clients, she will go the extra mile to reassure and if worried we will contact their next of kin to ensure that they are safe when not visiting us ( permission obviously given by the owner).

The ripple effect

She is an integral part of our veterinary team and we, along with the practice would be lost without her along with the clients, Jess makes sure our team – although small everyone is thought of and supported too, making sure we all are having breaks when needed, tea is always supplied and also makes us laugh on a daily basis which is an integral part of every day life. She affects on the whole team and we make the extra effort to make sure our clients are not just numbers in the door, bums on seat and people that pay our bills, they all feel like they join our family at Eureka. I’ve worked in small animal practice since I qualified in 2002 and I can honestly say Jess is one of the best receptionist and people person there is and makes going to work a joy.

Voting opens 13 November.