{"id":9520,"date":"2020-12-11T09:41:38","date_gmt":"2020-12-11T17:41:38","guid":{"rendered":"https:\/\/todaysveterinarybusiness.com\/?p=9520"},"modified":"2023-12-07T15:08:54","modified_gmt":"2023-12-07T20:08:54","slug":"digital-veterinary-client-service","status":"publish","type":"post","link":"https:\/\/navc.sitepreview.app\/todaysveterinarybusiness.com\/digital-veterinary-client-service\/","title":{"rendered":"Make Digital Client Service Stick"},"content":{"rendered":"

The COVID-19 pandemic radically altered operations at veterinary hospitals. Some of the sudden changes will undoubtedly have long-term effects, especially when it comes to client expectations. Veterinary clients, particularly PetGen (millennials and Gen Zers, our profession\u2019s No. 1 consumers), are looking for increased levels of digital service.<\/p>\n

The WellHaven Pet Health family of practices has experienced this firsthand. Ashley Hansmann, CVT, practice manager at WellHaven Pet Health Maple Grove and WellHaven Pet Health Coon Rapids, said most clients who are new to the Minnesota practices request appointments digitally, either via the practice\u2019s website or affiliated pet health mobile app.<\/p>\n

Digitizing services not only attracts clients but also better supports the team.<\/p>\n

\u201cCommunicating with clients digitally allows team members to plan and manage time,\u201d Hansmann says. \u201cSpeaking on the phone requires team members to stop what they\u2019re doing and toggle around on the computer to figure out details in the moment. Sending an email or text avoids that stress and gives us the chance to get the information straight before responding.\u201d<\/p>\n

As consumers become more accustomed to services like online ordering and contact-free delivery, they\u2019ll begin to expect similar accommodations from their veterinary practice. Continue your practice\u2019s technological transformation by extending these six digital services:<\/p>\n

Appointment Scheduling<\/h3>\n

Giving clients the option to schedule appointments<\/a> via the practice website or mobile app is one of the most beneficial services WellHaven offers, Hansmann said. The system WellHaven uses allows clients to request a specific date and time or a general day. Receptionists receive a notification about the appointment request and can check the schedule when they have a break in the day. The system automatically sends responses to the client based on whether the receptionist confirms the appointment or suggests an alternate time. The whole process is handled without anyone needing to pick up the phone.<\/p>\n

Appointment Reminders<\/h3>\n

The simple move to text-message reminders gives clients an easy, low-stress way to notify a practice of scheduling changes. It also helps the team manage no-shows. Hansmann said her practices faced a surge of no-shows. To help, the team lets clients know that appointments must be confirmed at least 48 hours before the scheduled time, otherwise the time slot might be given to another client. \u201cBy sending this need for confirmation via text, we\u2019ve not only gained the ability to confirm appointments with ease, but also to fill appointments that don\u2019t get confirmed,\u201d she said.<\/p>\n

Automated text-based confirmations also\u00a0free up team members\u2019 schedules. \u201cBefore digital reminders, one receptionist would literally be tied up on the phone all day making calls,\u201d Hansmann said. \u201cBy avoiding this, receptionists are able to address more clients at one time and focus more on giving clients who are present for appointments a better experience.\u201d<\/p>\n

Client Questions and Appointment Follow-Ups<\/h3>\n

Hansmann and her team rely heavily on digital communications to respond to client inquiries. Getting doctors and team members off the phone saves hours each week. \u201cWhen we weren\u2019t using email to communicate, every night we\u2019d have a bulletin board full of notes about clients who needed to be contacted,\u201d Hansmann said. \u201cDoctors didn\u2019t have time during the day to respond, so they would stay late with some team members each night to make phone calls. And phone calls always take longer than they should.\u201d<\/p>\n

Email and text messages\u00a0are efficient ways to share diagnostics and to check in after standard procedures. If diagnostics are normal, Hansmann\u2019s team emails the results. When patients need spay or neuter incisions checked, for example, her team asks clients to email or text a photo. This allows the doctor to review the photo at a convenient time, and the team can get back to the client afterward with next steps.<\/p>\n

Dermatological Evaluations<\/h3>\n

Many skin issues<\/a> can be identified and addressed by sharing photos, though some require further investigation. Hansmann\u2019s team encourages clients to share a photo of a pet\u2019s skin issue so that the doctor can do an initial evaluation without the client or pet needing to leave home. By looking at the photo, the doctor can determine whether the patient needs further evaluation. Then the team can reach out to the client to continue the dermatological evaluation accordingly.<\/p>\n

Wellness Appointments<\/h3>\n

Veterinarians and team members simply don\u2019t get enough time to address all topics with all clients. Conversely, clients can feel rushed into decisions during abbreviated appointments. Solve both challenges by sending pre-appointment information to clients via email or an app. Before clients walk in the door, Hansmann\u2019s team emails clients with a rundown of the appointment process, as well as an outline of the WellHaven care plans and associated costs. \u201cIf pet owners know what to expect during their appointment, they\u2019re a lot happier,\u201d Hansmann said. \u201cWe used to hear that clients felt overwhelmed by information during appointments. Now their minds are in the right place when they walk in the door.\u201d She said the emails have shaved an average of 20 minutes off of new client appointments.<\/p>\n

Pet Health Tracking<\/h3>\n

People\u2019s connection with technology and the businesses that use it has deepened as it\u2019s moved onto smartphones. Unlike with software or websites, consumers connect with mobile apps because they can own the experience by adding personal details, photos and more. Capitalize on the connection by providing clients with a pet health app that creates a convenient partnership with your practice. WellHaven does just that, and Hansmann said the pet health app gives clients six key benefits:<\/p>\n

    \n
  • The ability to personalize the app with the pet\u2019s information.<\/li>\n
  • Instant access to vaccine and preventive testing due dates.<\/li>\n
  • The ability to set reminders for administering medication and monthly preventives.<\/li>\n
  • The ability to request medication refills and appointments.<\/li>\n
  • Instant messaging for two-way conversations with the practice team.<\/li>\n
  • Automatic appointment reminders.<\/li>\n<\/ul>\n

    \u201cIt\u2019s nice for clients to have a single application with all of these capabilities in one,\u201d Hansmann said.<\/p>\n

    Choosing the right technology partner to continue your practice\u2019s integration of digital services is key. Find a company that provides stellar service \u00adboth for your team and your clients. The company should help your practice integrate and customize the system to meet your needs. The best companies also provide clients with technology support, so your team members don\u2019t have to add \u201cIT troubleshooter\u201d to their job descriptions.<\/p>\n

    By working with the right partner, your practice won\u2019t need to overhaul your processes to implement long-term digital services. You\u2019ll be able to make small tweaks to your communications, like adding two-way digital messaging, that make a big difference. The end result will be a practice that gives clients what they expect, makes your team more efficient and maintains business success during COVID-19 and beyond.<\/p>\n

    \n

    IN THE TRENCHES COMMUNICATION TIPS<\/span><\/h3>\n

    Ashley Hansmann, CVT, practice manager at WellHaven Pet Health Maple Grove and WellHaven Pet Health Coon Rapids, both in Minnesota, said the following simple approaches to digital communications help solve complex challenges.<\/p>\n

      \n
    • Provide variety. \u201cOur biggest learning is offering all forms of communication. Texting and emailing clients saves time because we\u2019re better able to reach clients in a way they want to be reached.\u201d<\/li>\n
    • Ask about preferences. \u201cWhen we meet a pet owner for the first time, we ask them their preferred way of communicating: text, email or phone. We note their selection in their file, and we do our best to respect their choice.\u201d<\/li>\n
    • Try alternatives. \u201cIf you\u2019re calling a client and they never get back to you, try emailing or texting instead. Using different communications options has helped us get more clients in to comply with the services they need for their pets.\u201d<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"

      Keep pet owners and the veterinary team happy by continuing to digitize six key services.<\/p>\n","protected":false},"author":40,"featured_media":9521,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"iawp_total_views":0,"footnotes":""},"categories":[90],"tags":[],"class_list":["post-9520","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-online","column-features","clinical_topics-innovation-technology"],"acf":{"hide_sidebar":false,"hide_sidebar_ad":false,"hide_all_ads":false},"yoast_head":"\nMake Digital Client Service Stick | Today's Veterinary Business<\/title>\n<meta name=\"description\" content=\"Veterinary clients, particularly PetGen (millennials and Gen Zers), are looking for increased levels of digital service.\" \/>\n<meta name=\"robots\" content=\"noindex, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<meta 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