Owners ring at the worst moments — Saturday evening, Christmas Day, the one day your receptionist is off. Phena answers every call, triages clinical urgency vs routine, and books consults — with a UK template written against RCVS standards.
Owners hanging up after voicemail and the pet getting sicker
Constant "do you accept PetPlan / MoreThan / ManyPets?" calls
OOH calls rerouting is clunky — callers get lost between systems
Vaccination reminders and repeat meds eating into clinical time
Triage clinical urgency (emergency / urgent / routine) and route accordingly
Book consults, vaccinations, dental scale-and-polish, neutering
Handle pet-insurance direct-claim questions (PetPlan, ManyPets, Bupa)
Process repeat-medication requests and book health-plan appointments
The UK vets template is written against UK regulation and terminology. Edit or extend any item in your dashboard.
Yes — the UK vet template asks structured triage questions (how long, frequency, blood present, lethargy, puppy vs adult, any toxin exposure) and classifies as emergency / urgent / routine. Emergencies are transferred immediately with a summary. The agent never gives clinical advice itself.
Yes — pre-loaded with the main providers (PetPlan, ManyPets / Bought By Many, Direct Line, Tesco Bank, Animal Friends, Agria, More Than, Petwise) and which ones we accept direct-claim on. Includes excess rules, co-payment guidance and the £18 admin fee policy.
Yes — template explains the 21-day rabies rule, the 10-day AHC validity, the microchip requirement, and books the OV appointment correctly. Owners get an accurate answer instead of a stressed callback.
Yes — Phena is tuned for sensitive conversations. For end-of-life enquiries it offers options (in-practice, home-visit, individual vs communal cremation) without pressure, and books a callback from a vet for families who want to talk it through before deciding.
Yes — configure your OOH provider (Vets Now, MedVet, MiNightVet) and Phena transfers emergency callers with a summary. Routine callers get booked for the morning. Records sync so the OOH vet has the full history.
Yes — Phena pushes bookings into ezyVet, RoboVet, Provet Cloud, Teleos, and SPVS members' systems via API. Clinical staff see appointments in real time.
Set up your vets phone agent in under 10 minutes. No credit card required.
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