The Digital Revolution: Top 5 Technologies for Better Veterinary-Client Communication
Technology is rapidly reshaping our lives, including how we practice veterinary medicine and interact with pet owners. The digital revolution is here, and if you don’t embrace it, you will likely find yourself left behind. Young pet-owning generations are growing and seeking veterinary practices with an established online presence and convenient communication avenues.
Although change is never easy, tech-based communication is no longer optional to remain competitive and continue to serve your clients’ needs. You don’t have to adopt every available technology at once to make a positive impact—it’s easiest to start with the basics. Continue reading to learn which technologies are essential to strengthen veterinary-client communication, boost the veterinarian-client-patient relationship (VCPR), and pave the way for improved patient outcomes.
1. Telemedicine
Telemedicine platforms allow veterinarians to offer remote consultations and triage services without needing a physical visit. In some states, telemedicine is valid for establishing a VCPR to get patients the care they need while they await an in-person visit. Allowing clients to seek care from their homes for follow-ups, medication refills, behavioral consultations, or minor medical issues improves care accessibility and shows pet owners the practice is committed to their pet’s health. Clients who have easy access to their trusted veterinarian can ask more questions and engage more in their pet’s care.
2. Online scheduling
Online scheduling has the power to drastically reduce the time your front desk team spends on the phone coordinating appointments, while also improving schedule efficiency. Because you can set specific rules, such as how many new patients you want to see per hour or if you will allow back-to-back sick visits, the schedule makes itself. Online scheduling also is significantly more convenient for clients, who can adhere to their pet’s treatment, follow-up, and wellness schedules. This one feature, where clients can schedule a visit at the touch of a button whenever they are concerned, can prove that you value their time and help them feel more connected to the practice.
3. Text and email
Text messaging and email are ubiquitous in everyday life, but many practices have not yet harnessed the power of these simple veterinary-client communication methods. Email and text can conveniently and quickly deliver appointment reminders, overdue service updates, test results, care instructions, educational content, newsletters, marketing content, invoices, and more. Clients are more likely to open, read, and respond to these methods compared with phone calls and voicemails, and the information can be saved for future reference.
4. Client portals and apps
Client portals and mobile apps have variable features that improve veterinary-client communication. Appointment scheduling, refill requests, reminders, records access, rewards programs, promotions, and telemedicine are common inclusions that enhance communication and reduce the veterinary team’s workload by tasking clients with administrative items. Portal messaging features allow clients to contact the clinic conveniently, facilitating asynchronous communication that works for everyone’s schedules. Some full-featured portals also enable the practice to send forms, estimates, recommendations, and pre-visit instructions, which builds a trusting, transparent relationship from the beginning.
5. Social media
Social media platforms, including Facebook, Instagram, TikTok, and X, provide opportunities to engage with clients and build a sense of community. Engaging content, such as pet care tips, success stories, or behind-the-scenes looks, helps veterinarians to personally connect with their clients and establish themselves as local pet care experts. Social posts give clients a window into daily practice life and help them appreciate all that you do for their pets. Additionally, social media can distribute real-time updates on services, hours, or closures, and clients can message the practice and meet them where they are.
The digital revolution offers an ever-improving suite of practice tools that can significantly enhance veterinary-client communication. One way you can access and integrate technologies into your practice with minimal fuss is by upgrading your practice management software. Newer veterinary software offers cloud-based access and built-in text, email, portal, and other digital communication functions without the need for additional platforms. Embracing technology and digital solutions allows veterinarians to build stronger client relationships effortlessly.
