There are several benefits to establishing a robust client communication system for veterinarians, including better customer service, patient care and ultimately patient compliance. Below are a few examples of reasons why a follow up message should be sent and the benefits that come from sending a follow up message to the pet owner:
Non-Routine Medical Appointments
Contact in the following days after the appointment to check on the patient. For example is the pet still limping, scratching or vomiting? Is the client able to apply the hot compresses? Does the pet tolerate the e-collar? If a follow-up visit wasn’t scheduled make the appointment now.
Benefits: An opportunity to address and resolve client concerns, change treatment plans or medications, and book appointments.
Post-Surgery, Dental and Anesthesia
Contact each morning. Give a comfort update (how the pet did overnight), a medical update (what will happen today) and a financial update (the status of charges based on the treatment plan given). Contact at day’s end with a similar update.
Benefits: An opportunity to address and resolve client concerns and keep the owner informed about treatments and fees. And of course, the patient will love receiving all of the attention from the pet owner!
Hospitalized Patients
Contact each morning. Give a comfort update (how the pet did overnight), a medical update (what will happen today) and a financial update (the status of charges based on the treatment plan given). Contact at day’s end with a similar update.
Benefits: An opportunity to address and resolve client concerns and keep the owner informed about treatments and fees. And of course, the patient will love receiving all of the attention from the pet owner!
No More Spending Long Hours on Follow Up Calls
The new VetTalk software platform can help your staff save time by sending automated follow-ups to pet owners – saving your staff time, reducing their workload and improving client communication. This enhanced communication technology will allow the staff to be proactive with treatments, which will improve patient compliance rates and help reduce missed appointments. And of course, the patient will benefit from receiving the proper post appointment treatment!
A special thanks to Sandy Walsh, RVT, CVPM. Sandy Walsh is a practice management consultant, instructor, speaker, and a member of the VetTalk Advisory Board. With over 35 years of experience in the veterinary field, she brings her “in the trenches” experience directly to you. She is dedicated to improving companion-animal health through coaching and sharing appropriate practice management techniques to the whole veterinary team. Sandy still works in a small-animal practice, is an active member of the Veterinary Hospital Managers Association, an instructor for Patterson Veterinary University, and a columnist for Today's Veterinary Business. Link to reference.