19 Q3 2023 | Animal Health Solutions
Leverage technicians
Schedule technician appointments for recurring lab tests and administering certain medications and
treatments. Set a hospital protocol on the frequency of veterinary exams, especially for patients with
chronic conditions. Your state practice act may mandate annual exams to assess pets' health and
prescribe prescriptions.
4
If concerns are identified during technician appointments, let clients know you
will consult with a veterinarian and/or schedule a veterinary exam when applicable.
Lead clients to forward book appointments
Do this for both technician and veterinarian appointments. You will ensure timely exams, treatments,
and tests. Let's say a veterinarian examines the pet today, and it will need a drug-monitoring test in
three months. Schedule the technician appointment during checkout.
SAY THIS: " needs a drug-monitoring test in three months. During
this 15-minute technician appointment, a technician will ask how your pet
is doing on the medication, get vital signs, collect blood/urine samples, and
update your pet's medical record. Let's schedule the technician appointment
now so you get your first choice of time and date. I have or
available. Which do you prefer?"
The benefit statement of "get your first choice of time and date" will encourage forward booking. Use
the yes-or-yes approach to guide the client to an appointment that works well for your schedule's flow,
improves compliance for recurring tests and refills, and ensures future hospital revenue. Never ask, "Do
you want to make your next appointment?" You'll set yourself up for failure.
Send diagnostic reminders
Send the first reminder 30 days ahead so the client has ample time to schedule an appointment before
the next drug-monitoring test and refill will be due. Send texts because they have a 98 percent open
rate and 45 percent response rate.
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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 test due date. Having a deadline
will prompt clients to schedule drug-monitoring tests before medication runs out.
Reminders should include links to book appointments online or through your hospital's app.
Covetrus
®
offers Rapport
®
Client Communications, which includes reminders, messaging, and online
scheduling tools.
TEXT THIS: is due for a drug-monitoring test, which is required
before the next refill on . We will collect a blood
sample during a technician appointment. Book online, download our app,
or call 555-555-5555.
