Case Study: Reminders Increase Compliance for More Than Just Vaccines

CASE STUDY: REMINDERS INCREASE COMPLIANCE FOR MORE THAN JUST VACCINES

Few pets miss their regular test or get behind on their medications at Lost Mountain Animal Hospital in Marietta, Ga. That's because office manager Debi Cook sends out reminders to clients to make appointments for procedures, tests, and medications, such as T4 levels and phenobarbital screens every six months, heartworm medication every year, and regular dentals.

Several years ago, Cook began to list these services under vaccination reminders instead of procedures in the hospital's practice management software. For example, if a pet needs to return in six months for a T4, the receptionist puts the note under vaccinations to send a renewal card in 183 days. Cook runs reminders every other week. She also backdates the cards so that clients receive two reminders.

Cook sent out 300 reminders on Feb. 23. The postage cost about $70. After receiving reminders in the mail, at least 200 clients have already called to make appointments, which should result in about $26,000 in additional revenue for the practice.

"Before, we gave clients magnets and called as many as we could, but sending those cards has made all the difference in the world," says Cook. "When they get their reminder cards, they call. Very few pets miss their needed procedures now." Cook also changes the message on the reminder cards each month to highlight the benefits of regular dental exams, grooming for spring, and more.

Everyone wins with these reminders, Cook says. "Your patients get the care they need and your practice earns more revenue," she says. "Clients don't want their pets to lapse on needed care, they're just very busy. Our reminders give them the little push they need."