Shannon Poxon is an animal nursing assistant (ANA) at Dore and Totley Veterinary Practice in Sheffield.
Here, she talks about her journey from pharmacy dispenser to working in the veterinary sphere, and the wonders of working together to help animals in need.
Why did you want to become an ANA?
I was a receptionist at our veterinary practice, which meant I got to see who did what, as well as the ins and outs of various roles. As soon as I joined the veterinary industry, I knew I wanted to work my way up into a role where I could be more hands on.
One of our ANAs was so competent and passionate about her job, and showed me so much, I started to take an interest. Becoming an ANA seemed the natural progression; I loved the fact an ANA was a link between the roles, and meant I could work in close contact with animals daily.
How did you become an ANA. What was your route to that position?
When I learned our ANA was leaving, I asked if applying would be a viable option for me. I was told I had to apply the same way as everyone else, by submitting a CV and cover letter, and wait to see if I had an interview.
I made sure I got as much experience with things such as handling and patient care as possible while still on reception. I took on all the extra jobs I could, tried to be as flexible as possible and tried my hardest to impress the whole team. When I was told I had been granted an interview, I researched the job role as much as I could, asked staff about their jobs and prepared questions.
I’ve always been a confident interviewee, but this was different because my peers interviewed me, so they knew my flaws and weaknesses. Luckily, I managed to do something right; I remember the head nurse telephoning to tell me I had the job – and feeling over the moon.
Did you have another career before veterinary receptionist?
I was a pharmacy dispenser. I worked my way up from sales advisor in a high street health and beauty store to a medicine counter assistant, and was promoted to a dispensing assistant, which led to me moving to an independent pharmacy as a dispenser. I loved working in pharmacy. I enjoyed how fast paced it was and the academic/medical side to it.
The pharmacy I worked in was situated in the middle of four doctors’ surgeries, so you can imagine how many prescriptions we got through daily. I got on well with my team and stayed for a couple of years. Eventually, however, for a variety of reasons, I found myself no longer enjoying my work and getting very little job satisfaction.
What training route or qualifications did you take to obtain your position?
I am lucky enough to work in a place that allows me to train on the job. I was assigned a mentor – a very experienced, amazing RVN [Above & Beyond Award Winner Sarah Peverelle] who has showed me things along the way. She asked me what I was confident with and what I wanted to work on, and we still have regular chats to see how I’m getting on.
Without her, I wouldn’t be the ANA I am, so I have her to thank for believing in me. I have a checklist, so we cover all bases. The people I work with are all amazing, and each one has helped me along the way. I am incredibly lucky.
What tasks do you undertake in your role?
My role involves a little bit of everything. I do a lot of one-on-one patient care, such as assisting the nurses to monitor patients in recovery, keeping an eye on patients in for the day, and things I can legally do in nurse consults, such as nail clips.
I also clean the equipment and the practice, and undertake front-of-house client care, too, including reception duties.
What does a typical day look like for you?
The thing about working at a vets’ is no such thing as a typical day exists. Some days I’ll walk in, make everyone a beverage and get all my jobs done without a hitch. Other days the telephone will be ringing non-stop. In which case, I will answer them with our receptionists.
I just have to make sure I am there to help whoever in the practice may need an extra pair of hands. Sometimes I won’t get a moment to think. I love how every day brings something new and is unpredictable, but that it is structured with certain tasks that need to be done daily, without fail.
Where does the ANA role fit into the practice structure?
ANAs play a vital role in practice. I can be the one who feeds an animal its postoperative meal, or restrain an animal for bloods, then go and run the bloods in house in our laboratory. I can be an extra receptionist when needed if the telephones are ringing “off the hook”, or if we have a packed waiting room.
I can be the one to telephone worried clients to update them on their pet’s progress throughout the day. I am the person who can deep clean the practice or research things and chase up results when needed. A lot of jobs that may stretch other staff can be passed on to me. I am a link between the vets, nurses and reception.
How can ANAs help veterinary nurses?
I feel I reduce our nurses’ stress by a large amount – they can be monitoring anaesthesia and not worrying if a recovering patient has eaten any food yet because I can do that. I can do that stressed dog’s nail clip, and take time to build a patient’s trust and a relationship, as I don’t have as much responsibility as RVNs. Some days I think being able to make everyone a drink and provide a smile helps our nurses cheer up and get on with their days.
What are the best and worst aspects of your job?
Best. The animals – always. I know you have to be passionate to be able to do the job and deal with some of what veterinary professionals see daily, but they make it worthwhile. Whether it’s being excited by a blocked cat that has finally passed urine by itself, or simply meeting a puppy and giving it a wormer while its tail is still wagging – these adorable creatures are the reason I wake up every day and look forward to work. I love my job.
Worst. I hate it when people think we do the job just for money. I’ve exhausted myself before, laying with animals in their kennels, helping nurse them and willing them to recover with every fibre of my being, only at the end of the day for an owner to say “vets and vet staff don’t care, they just want my money”. I feel like telling them just how little money we get back.
Nobody can do this job purely for money – it’s not possible. You have to be passionate to find the strength some days, and money isn’t the thing to keep me going at the end of a tiring week. I used to work for the NHS and think, if only the public knew how much that would cost them if it wasn’t funded, they’d think differently about how much vets charge.
What has been the highlight or most memorable moment so far?
Experiencing my first emergency and critical care case alongside our RVNs. I had adrenaline pumping through my veins, and I loved the energy of the room with everyone being so calm and efficient. Despite being covered in blood and working hours after finishing time, I loved being part of saving an animal’s life with my team. I knew then I wanted to stay in this career, and it was the first time, in a long time, I could step back and think I’ve done myself proud here.
What advice would you give to those who want to be an ANA?
Believe in yourself and trust those around to help you. Without a great team behind me, I would never have succeeded. Try to get as much experience as you can. Get yourself known and work hard to prove how much you want it. Ignore anyone who says ANAs are a glorified receptionist or underpaid RVN.
ANAs are none of those things, it is a job to love and be proud of. It can be a long road; it can be hard, but believe me, at the end of the day, it is worth it. Enthusiasm has managed to get me here, so always show how much you love what you’re doing.
Any other key messages for our readers?
Remember, animals are far worse without you. Ignore negativity from that one ignorant client and focus on the good. Be there for each other and enjoy each day as it comes. If that first ANA hadn’t been so hard-working and passionate about her job, she wouldn’t have inspired me to do the role I am so lucky to do everyday. You are more important than you will ever believe. Do it for those who cannot speak and rely on you to make them better.
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