Effective client communication is critical for the success of any veterinary practice.
As technology evolves, so do client expectations regarding communication methods and speed. Many people now communicate with their physicians via a digital patient portal, receiving automated reminders, confirmations, and instructions that help them manage their health more effectively and efficiently. The modern pet owner expects the same from pet care providers.
Modern practice management software includes automation features that can revolutionize pet owner communication, provide consistency and clarity for clients, and reduce the veterinary team’s workload. Our Provet Cloud team shares how cloud-based software automation can work for you.
Why automate client communication?
Not long ago, phone calls and appointment cards were standard practice. However, today’s pet owners expect communication that fits conveniently into their busy lives – primarily via email, text message, and other digital means. Outdated communication methods can signal to clients that your medical protocols are also obsolete. Plus, talking on the phone or printing and mailing postcards is extremely time-consuming for administrative staff.
Automating daily communications is a modern solution to the age-old problem of time management and efficiency. Consistent, timely reminders and messages provide structure for clients and eliminate hours of work for your team. Here are some additional benefits:
- Efficiency — Automated communication can free your team from the confines of the phone and give them more time to handle other tasks.
- Compliance — Automated reminders and educational materials encourage clients to follow treatment plans, improving pet health outcomes.
- Loyalty — Thoughtful follow-up messages triggered by visits show clients you care, which can help you build trust and loyalty.
- Accuracy — Eliminating manual steps and processes can help reduce errors and inaccuracies.
How to use automation in pet owner communication
After adopting capable software, you can start using automation right away. Here are the most impactful places to start:
1. Appointment reminders
Missed appointments disrupt schedules, delay pet care, and impact revenue, but manual phone call reminders trap reception staff on the phone for a considerable time each day. Automated text reminders notify clients about upcoming visits at pre-determined intervals to reduce no-shows and can also provide pre-visit instructions to improve compliance. Clients can confirm appointments via reminders sent through an integrated system, which automatically updates the schedule and patient chart.
2. Discharges and follow-ups
Clients are inundated with information during veterinary visits and often forget important points or instructions, prompting post-visit calls or emails. Providing written materials during or after appointments can help pet owners retain information and understand their pet’s condition with fewer time-consuming conversations.
Automated follow-up emails can be customized to visit type or diagnosis and provide educational materials while soliciting updates. Discharge notes that auto-populate during visits based on invoice items and problem lists can also reduce the time it takes to get patients out the door so you can see more pets without compromising care.
3. Surveys and reviews
Client feedback is powerful, but negative online reviews can hurt your reputation. Sending short, automatic post-visit surveys can help you identify areas for improvement and see your client’s perspective, allowing you to address the issue before the client posts a review. Ask pointed survey questions so you can use the answers to make changes, such as implementing staff training or adjusting protocols.
Veterinary hospital case study:
What automation can do for you
When he purchased Milford Animal Hospital in 2016, Jonathan Augusto, DVM struggled with “analog” practice management systems and old-school pet owner communication. After bad experiences with server-based software in previous clinics, he knew cloud-based software was the way to go. After trying several others that didn’t feel right, he found Provet Cloud through Weave, a pet owner communication tool he was already using that integrates directly with the software.
Dr. Augusto’s team now relies heavily on automation and templates to streamline operations and improve communication. “I template everything, and my staff loves it. We’ve got templates for take-home instructions, text message reminders, medical notes of all shapes and sizes, and even bundled charges,” he said.
Dr. Augusto found Provet Cloud more functional than other systems, allowing multiple users to access patient charts and numerous browser tabs for efficiency. With the right software in place, the hospital improved client engagement, reduced administrative burdens, and enhanced pet owner communication across all channels.
Key takeaways
- Automation through cloud-based PIMS can simplify pet owner communication in veterinary practices.
- Tools like SMS text reminders, email follow-ups, discharge templates, and client surveys can improve client engagement while reducing team workloads.
- Practices focused on consistent communication can build trust, improve compliance, and deliver better patient care.
Seamless automation with cloud-based software
Leveraging automation through an advanced PIMS system can help your veterinary practice strengthen client relationships, improve client perceptions, and overhaul workflows in practices using outdated analog methods.
Ready to elevate your pet owner communication strategy with automation? Schedule a demo with the Provet Cloud team to see how our technology and features can help.
