Originally published by Vet-Advantage
Veterinary practices already have innovative solutions available to make the connected care experience with clients easier. Will they take advantage?
The technology to power the veterinary practice of tomorrow is already here, said Ying Chen, Covetrus Customer Officer, Product. She points to today’s computers as an analogy. The operating system as a connected framework, whether it’s Microsoft Windows, MacOS, or even Chrome OS, hasn’t changed dramatically over the years, but the nature and function of applications in an operating system have changed significantly, producing seismic shifts in many fields, such as human health, transportation, and food service, to name a few. The same is true in veterinary medicine.
The operating systems veterinary practices utilize today will continue to play an essential role in providing an integrated experience. But with each new day, veterinary practices are going to have new ways of thinking about the applications they use, such as client communications, different ways of exploring telehealth, and new opportunities for solutions like teleradiology.
“The operating system remains the foundation for all you can do,” Chen said. “How you use that system was once thought of as the future, but I contend it’s here now.”
In an interview with Veterinary Advantage, Chen discussed how to introduce new technologies into veterinary practices, the solutions they’re really looking for, and the importance of hearing about a veterinary practice’s pain points as a starting point in conversations.
Vet-Advantage: Technology can do wonders for small businesses like veterinary practices. But you emphasize to industry stakeholders the importance of listening before discussing these solutions. Why do you believe that’s so important?
Ying Chen: At Covetrus, we believe it’s vital to meet the practice where it’s at when it comes to technology. We ask our veterinary partners: “What are your biggest pain points? What are your biggest opportunities?” You have to start at the beginning to understand their challenges and struggles before we talk about technology. By understanding needs – or pain points – we can come up with the right recommendation in the form of technology that can help solve these challenges.
Technology can do amazing things, of course, but it can’t work in a silo. When you talk about implementing new technology into a practice, it’s not just the veterinarian who should have a say in the decision. It’s also the front desk, the veterinary technician, the practice manager, and others within the organization because each role will utilize the technology in different ways.
Practices are dealing with so many challenges around workforce and workforce management. For example, one of the things that we keep hearing from veterinary practices is the fact that clinical staff spend a lot of time doing non-clinical work such as answering the phone, helping people understand when their next appointment is, or maybe a reminder of when they should actually get the refill of their prescription. All of these are an important part of running a successful practice, but with the right technology, these and other day-to-day transactions can be managed more efficiently so that clinical staff can see as many pet patients as they can, deliver exceptional service, and continue to maintain and grow a great relationship with pet parents.
Another example is appointment reminders. Practices spend an enormous amount of time calling pet parents to remind them about an appointment. With empowered self-service technology, a practice can send reminders via email and/or text. Your team could then spend more time on activities crucial for the success of the practice.
In 2022, Covetrus introduced Pulse, an innovative cloud-based veterinary operating system (vOS) that seamlessly connects veterinarians to the technology they need to optimize their operations amid workforce challenges and a drumbeat of demand.
A first-of-its-kind suite of technologies, Pulse drives efficiencies by consolidating the applications practices rely on for day-to-day operations into an all-in-one integrated system. With its user-friendly design and cloud-based accessibility, Covetrus Pulse meets the urgent needs of a veterinary community that is stretched to capacity…
Read the full interview here: https://vet-advantage.com/vet_advantage/future-now-connected-veterinary-care/