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855.724.3461
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888.329.3861
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northamerica.covetrus.com
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Send refill reminders with links to Send refill reminders with links to
your online store your online store
The average hospital gets 50 or more calls per day for
prescription refills, which is nearly seven hours of talk time.
Worse yet, most clients wait until the last pill is gone and
need refills today.
Turn on refill reminders in your practice management
software one month before doses will run out. Run a
sales report to determine your top selling drugs and
start with those reminders. Flea, tick, and heartworm
preventatives will be among your top sellers, followed by
long-term drugs such as non-steroidal anti-inflammatories
and allergy medications. The one-month reminder corrects
clients' "emergency refill" habits and allows time for
home delivery through your hospital's online store. Get
info on setting up an online pharmacy with Covetrus at
rxmanagement.covetrus.com. Reminders can also give
clients a choice of curbside pickup at your hospital.
Text this: "Max needs a refill of for flea and tick
protection. Click here to refill in our online store with home
delivery OR reply Y to refill and get curbside pickup at our
hospital."
If the client chooses curbside pickup, the nurse who fills the
medication will send a text to text the client when it's ready:
"Max's medication has been refilled and is ready for pick up.
Please park in our curbside pickup spot and text us when
you arrive. We're open until 6 p.m. today."
Designate a parking spot for product pick up. Just as
restaurants have reserved parking for to-go orders, do
the same for pet owners picking up medication and food.
Choose the parking spot next to your handicapped parking,
which is near your front door. You will minimize the number
of steps that employees must take for curbside delivery.
This parking spot also will have higher turnover with clients
parking for five or 10 minutes compared to longer curbside
care appointments. As with appointments, clients will text
you when they arrive for medication and food pickups.
If half of clients choose to refill medications through your
online store or curbside pickups, you can eliminate 25 calls
and save more than three hours per day.
Besides cutting call volume, these strategies will
grow revenue and give your front office team the
stress relief they desperately need.
Sources
1. DiFazio M. Veterinary front desk workers are heroes too and here are the numbers
to prove it. Published June 28, 2016. Available at: http://content.vitusvet.com/blog/
veterinary-front-desk-workers-are-heros-too-and-here-are-the-numbers-to-prove-it.
Accessed Jan. 13, 2021.
2. Insight Driven Health: Why First Impressions Matter, Accenture, May 2013. Available
at: http://www.accenture.com/us-en/~/media/Accenture/Conversion-Assets/DotCom/
Documents/Global/PDF/Industries_11/Accenture-Why-First-Impressions-Matter-
Healthcare-Providers-Scheduling.pdf. Accessed Jan. 13, 2021.
3. Burke K. Your Complete Guide to Successful Business Texting/SMS Online. Text
Request. Available at: https://www.textrequest.com/blog/complete-overview-business-
texting/. Accessed Jan. 13, 2021.
4. Brudner E. Email Open Rates by Industry: See How You Stack Up. Published June
14, 2019. Available at: https://blog.hubspot.com/sales/average-email-open-rate-
benchmark. Accessed Jan. 13, 2021.
About the author Wendy S. Myers, CVJ, has
been training veterinary teams for 21 years as owner of
Communication Solutions for Veterinarians. She teaches
teams to become confident communicators, so more pet
owners say yes to medical care. Wendy shares her expertise
through conferences, online courses, and monthly live CE credit
webinars. She is a certified veterinary journalist and author of
five books. Her passion is to help practices like yours thrive and
grow through effective communication skills. You may reach her
at wmyers@csvets.com or www.csvets.com.
