Animal Health Solutions

35 Q2 2022 | Animal Health Solutions Has this happened at your hospital? Eliminate these confrontational conversations with an easy solution: send drug-monitoring reminders. While most practices send reminders for physical exams, many overlook drug-monitoring reminders for medications that treat arthritis, seizure, thyroid, diabetes, and other chronic conditions. Just as you send reminders for heartworm/tick and intestinal parasite tests, apply the same strategy to drug monitoring. Here's how to implement drug-monitoring reminders: 1 | Set drug-monitoring protocols Have your veterinarians identify which drugs need monitoring, which tests to perform, and test frequency. Define a hospital standard of care for drug monitoring, which is the same among all veterinarians. Let's say Dr. Susan requires drug monitoring for dogs taking non-steroidal anti-inflammatory drugs (NSAIDs) every six months while Dr. Jeff tests annually. When different doctors have different protocols, you risk arguments with clients, confuse employees about which protocol to follow, and create favoritism for certain doctors. 2 | Set testing expectations with the first prescription To avoid accusations of "Nobody told me" for reorders, use verbal and written communication that sets expectations for future testing. When the technician explains medication instructions, share the "why" behind testing. Say, "Because this drug treats pain and inflammation, we need to perform a blood test in three weeks and then every six months. This test checks the level of medication in your pet's body. Test results let us determine the right dose, which is different for every dog. Too little medication means your dog won't get the full benefits of relief from pain and inflammation. Too much medication could have potential side effects. Routine testing lets us assess correct dosages over the course of treatment. I'm also giving you a client information sheet with more information. What questions can I answer about this medication?" The open-ended question of "What questions can I answer?" invites a discussion compared to the yes-or-no response to "Do you have questions?" Provide a client information sheet about how the drug works, potential side effects, and symptoms to watch. The U.S. Food & Drug Administration offers client information sheets for common NSAIDs, which include indications for use, dosage form, route of administration, and recommended dosage. Visit animialdrugsatfda.fda.gov 1 for more information. Pharmaceutical and laboratory companies may also provide client brochures that advise routine testing. Never say you want to "recheck" blood work because pet owners won't see value and won't comply. The word "need" communicates the test is medically necessary. 3 | Send drug-monitoring reminders Let's say your protocol is to test patients taking NSAIDs every six months. Send the first reminder 30 days ahead so the client has ample time to schedule before the next refill is due. Send texts because they have a 98 percent open rate and 45 percent response rate. 2 Most clients will see your messages and nearly half will book right away. Your text should include data fields with the pet's name and next refill date. Having a deadline will prompt clients to schedule testing before the last pill is gone. Best of all, you'll end the frustrating habit of clients who need "emergency refills" the same day. "Are you kidding me? I can't believe you won't refill my dog's arthritis medication without a blood test! This proves your doctor is all about the money! My dog will be in pain without his medicine. It's your fault," the client shouted into the phone.

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