Enhancing Veterinary Client Communication with Online Portals
Online portals have emerged as powerful veterinary client communication tools that appeal to tech-savvy pet owners while streamlining practice operations. From access to medical records to educational resources, portals mean clients can conveniently reach the practice without bogging down team members. Here, we explore common portal features and their impact on veterinary client communication.
1. Medical records access
Most online portals primarily feature instant medical records access. Depending on how you set them up, clients can view, print, and share vaccination histories, lab results, prescriptions, and more. Records transparency fosters trust between the practice and the pet owner and offers busy pet parents convenience. Owners can send records to a daycare or boarding facility without calling the hospital and save your reception team from working on these tedious tasks.
2. Online booking
Online booking has long been available in human medicine, and the veterinary world is finally catching on to its benefits for pet owners and the practice team. Portals with booking capabilities allow clients to schedule, reschedule, or cancel appointments at their convenience, massively reducing call volume. Younger pet-owning generations prefer the online experience and may choose practices with online booking over others based solely on convenience.
3. Remote signatures
Reviewing and signing documents, such as estimates or surgical consent forms, can slow down new client visits and patient intakes. Portals with a remote signature feature allow clients to sign consent forms and documents remotely before their pet’s visit, so they are not required to print and bring in physical papers. Clients can take their time reviewing documents and can message the team with questions or concerns, so an initial visit or drop-off appointment is more efficient.
4. Secure messaging
Online client portals with secure messaging features, such as two-way texting, appointment reminders, and prescription refill requests, further reduce incoming phone calls and allow team members to respond during designated times or downtimes. Additionally, portals that completely integrate into popular veterinary software systems automatically document veterinary client communications.
5. Telemedicine
Full-featured online portals may offer telemedicine capabilities, enabling veterinarians to consult virtually for simple pet needs, including follow-up visits, minor health concerns, or extensive education or treatment planning sessions. Telemedicine expands veterinary care accessibility and appeals to busy clients juggling multiple responsibilities at home or work by eliminating travel time when possible.
Client portal benefits
Effective communication is essential for maintaining strong relationships with pet owners. Online portals facilitate clear and convenient veterinary client communication, ensuring clients remain well-informed and increasing their loyalty. Pet owners are more likely to comply with recommendations and show up on time for appointments when they can refer to written instructions, records, emails, and other communications. Additionally, many new veterinary software programs can customize portals, so practices can tailor the interface and features to meet client needs and enhance the user experience.
Choosing and using a client portal
Veterinary practices have several options for client portals. New software systems may have built-in features, or you can adopt a separate platform with proven integration into your current software. Look for features that your clients expect and your practice currently needs, such as secure data storage, user-friendly interfaces, and comprehensive support.
After choosing a platform, ensure team members are adequately trained in the new software or standalone portal. Introduce clients to the new communication features and encourage them to sign up for their own portal account through email blasts, social media, and in-practice signage. Choosing a platform with built-in tutorials and support can help clients and team members navigate the tool and maximize the benefits.
Online portals represent a significant advance in veterinary client communication. These tools offer pet owners easy access to their pet's medical records, appointment scheduling, helpful info, and secure messaging, improving compliance and empowering clients to take control of their pet’s health.
