7 Innovative Client Care Ideas For Veterinary Practices
Associate Veterinarian, Speaker, Author - Penn-Ohio Veterinary Services and KMB Veterinary Media LLC
Veterinary visits can be stressful for both the patient and the pet family for a variety of reasons. Sometimes, this stress starts at home, such as with a cat that is difficult to place in a carrier, a dog that is hyper in the car, or pets who get sick or are very vocal during travel.
Other times, the anxiety comes from the nature of the appointment, such as for an unexpected illness or emergency or surgical procedure, and the fear of the outcome. Still, others may worry about the finances of the visit.
Ultimately, veterinary teams can help to decrease the stress of veterinary visits by prioritizing client care before, during, and after the visit. Here are seven ideas you can start implementing in your practice today:
- Share Travel Tips
- Set Expectations
- Have Wholistic Conversations
- Provide Visit Summaries
- Offer Forward Booking
- Estimate Future Expenses
- Provide Pet Insurance Resources
Before the Visit
Share Travel Tips
When clients call to schedule appointments, client service representatives (CSRs) should take time to check patient charts for notes about patient behavior during visits. Was sedation recommended for future visits? If so, ask the client if they have the medication on hand and review the dosing instructions.
Additionally, ask clients if they have any concerns about getting their pet to the appointment:
- Does your pet get car sick? We can prescribe medication for that!
- Is your cat a terror to put in a carrier? We can send you some tips for making transport less stressful.
- Does your dog jump back and forth from front seat to back and make driving difficult? We can suggest car harnesses or crates to make travel safer for everyone.
- Do you or your pet have mobility concerns and need help getting your pet(s) from the car to the clinic? Call the office when you arrive, and we’ll send a team member out to help.
Create a one-page document on travel tips for dogs and cats that your CSR team can send to clients. This might include products such as Feliway or other calming agents, safe transport, and tips for acclimating your cat to a carrier.
Set Expectations
One of the stressors of veterinary visits can come from not knowing what to expect. Here are a few things CSRs can discuss with clients when they schedule their appointments:
- Discuss what the pet is due for and any new recommendations (i.e., senior bloodwork based on the pet’s age).
- For new clients, advise them where they can get new client paperwork ahead of time or how early to arrive to complete the paperwork in the office.
- Prepare the clients for how intake will work for drop-off appointments or surgical procedures.
Finally, consider sending clients a checklist of things to bring to the appointment, such as fecal and urine samples, previous medical records, and a list of current medications. The more time we spend preparing them for their visit, the smoother things will go once they arrive at the clinic.
During the Visit
Have Wholistic Conversations about Patient Health and Quality of Life
Veterinary teams are a trusted source of information on pet health. Clients will often ask for recommendations on health-related topics, but they may also come with questions about recommended toys, grooming and boarding facilities, or behavior and training concerns.
While these may be outside our areas of expertise, clients want our opinions. When pets are uncomfortable because of matted hair coats or exhibiting problem behaviors, it can negatively impact the human-animal bond. Taking the time to answer these questions supports this bond and strengthens the VCPR.
Consider developing a list of recommended businesses in the area that you can hand to clients. These may include groomers, doggy daycare, trainers, kennels, and pet sitters.
Developing relationships with the individuals who provide these essential services to pet owners may also lead to growth in your own business through mutual recommendations.
Provide Visit Summaries
Studies in human medicine have shown that patients immediately forget 40-80% of the information discussed during a visit; out of all the information remembered from the visit, up to half may be incorrect.1
Providing a written summary of the visit can help improve the amount and accuracy of information conveyed to other family members following the visit and help clients stay organized for the future.
- For healthy pets, this summary may include an examination report and recommendations for maintaining health.
- For sick patients, consider including a list of medications, recommendations for monitoring, any additional testing that is recommended, and when the pet should return for their next visit.
- For new diagnoses, send home a handout that includes general information on the condition.
Many pet owners will do their own research. Providing reliable information can minimize the post-visit questions and ensure pet families have the most accurate information possible. Remember that any written communication should minimize medical terminology (or provide definitions of the terms used) and be provided at an appropriate reading level for the average clientele.
Preparing for Future Visits
Offer Forward Booking
At checkout, be sure to offer forward booking for the next appointment. Taking an extra minute or two to schedule the next appointment at a convenient time for the owner may be the difference between them coming for their vaccine booster or recheck appointment. Clients may get busy and forget to call to schedule an appointment. Plus, scheduling this now reduces the time your team spends on the phone later.
Estimate Future Expenses
In previous articles, I've discussed helping clients prepare for the cost of veterinary care and other pet-related expenses. Make sure that every team member is ready to answer basic questions about how to pay for their pet’s care.
For pets needing a surgical or dental procedure, further diagnostic testing, or a new diagnosis of a chronic illness, discuss options such as third-party or in-clinic payment plans or financing options that can help clients spread the cost of care out over time. Additionally, you can provide estimates for future visits and coupons or resources for reducing the costs of chronic medications or prescription diets.
Provide Pet Insurance Resources
While pet insurance won’t cover a condition already diagnosed, providing education on options to help offset the cost of future care for healthy pets, such as pet insurance, can be valuable. Referring clients to a resource such as Pawlicy Advisor ensures your clients receive information from a trusted source. It minimizes the amount of time your team needs to spend discussing insurance.
References
- Kessels RPC. Patient’s memory for medical information. J R Soc Med 2003;96(5):219-222. doi: 10.1258/jrsm.96.5.219
A Team Approach to Financial Conversations in Clinical Practice
Over the next several months, Dr. Boatright will explore ways to help reduce the stress of financial conversations and help to prepare pet owners for the costs of pet ownership — both expected and unexpected.
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Associate Veterinarian, Speaker, Author - Penn-Ohio Veterinary Services and KMB Veterinary Media LLC
Dr. Kate Boatright, VMD, works as a small animal general practitioner, freelance speaker, and author in western Pennsylvania. Since graduating from the University of Pennsylvania with her veterinary degree in 2013, she has worked throughout Pennsylvania as both a general practice and emergency veterinarian. Both in the clinic and outside of it, Dr. Boatright enjoys building relationships with her clients and educating pet owners on how they can keep their pets as healthy as possible. She loves being a veterinarian and educating students and colleagues on wellness, communication, and the unique challenges facing recent graduates. Outside of the clinic, she is active in many veterinary organizations, enjoys running, watching movies, and playing games with her husband, son, and cats.
