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.
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:
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.
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:
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.
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