Curbside check-in sets a new standard in veterinary medicine
Mary Lopez, MSOL, discussed several ways in which clinics are utilizing curbside care to offer a variety of services to both clients and patients.
The introduction of curbside care amid the COVID-19 pandemic has changed the way in which veterinary clinics deliver their services to clients and patients. Contactless service has enabled clients who may be immunocompromised or at high-risk to receive medical care for their beloved pets. So, what are some ways that clinics can utilize this new standard of care?
During her lecture at the Fetch dvm360® San Diego conference, Mary Lopez, MSOL, hospital manager and area manager at National Veterinary Associates in Boise, Idaho, divulged to attendees how curbside services are delivered in the industry and how this new form of care can help alleviate the workload on both the doctors and supporting staff.
What’s curbside communication?
Lopez addressed how to efficiently communicate with clients when employing curbside services. A key component is consistency, especially when talking with clients about your clinic’s current operations and practices. A few initiatives that Lopez highlighted include:
- Create quarterly newsletter or email to clients entailing current operation guidelines and curbside services are still available
- Add system messages to your online booking tool which will display your message about the COVID-19 process
- Include an emergency banner on your website to remind clients that you are still open and providing curbside service
- Post on your social media pages (eg, Facebook banner, posts, profile pictures, etc…)
- Order outdoor signage about your clinic’s curbside check-in process such as a-frames, window posters, and feathered flags to name a few.
Check-in process
For an efficient check-in process, clinics should have marked parking stalls with a clear message about how clients can check-in for their appointment or pick up medications. Parking signage stalls should also include large font that can easily be read by a vehicle with concise messaging (eg, QR codes or a phone number to check-in). What’s more, virtual care features such as calling, texting, or using a mobile app service can streamline the check-in process, thus easing the stress for the client service representative (CSRs). Additionally, Lopez stressed that it is equally important to educate clients on what their visit will entail and highlight safety precautions such as ensuring dogs are leashed, cats are securely inside carriers, and that staff does not enter a client’s car to retrieve a pet.
Saving time with technology
The digital age and the COVID-19 pandemic together have brought about many new services such as telemedicine and virtual care. But which platform will enhance the quality of services operated at your practice? To answer this, Lopez detailed a few resources clinics can use during the check-in and examination process:
Check-in process
- According to Lopez, resources such as SnoutID or Televet can help practices with the collection of new client information, consent for medical records, or payment method prior to appointment
- Incorporate electronic forms into your website through services like Jotforms.
- SnoutID or MyVetServices are resources that allow you to offer a mobile app check-in service at your practice.
Exams
- Lopez recommended utilizing telemedicine platforms such as Zoom for virtual or curbside visits.
- Have clients complete pet visit questionnaires for drop-off visits, surgery admission, and/or treatment waivers prior to appointments. Resources like SnoutID employs a service that allows staff to assign forms or direct clients to your clinic’s website to complete the electronic form.
- Provide estimates and treatment digitally by using Docusign or SnoutID.
The bottom line
From effective communication techniques to examples of efficient clinic workflows to virtual platforms that streamline services to clients, Lopez broke down how this new standard of care can positively impact operations, workflows, speed, convenience, and safety regulations at your practice.
“Consumers view and values businesses very differently today than they did prior to COVID-19. Today, it is about safety, speed, and convenience,” Lopez concluded.
