5 Timesavers to Speed Surgical Check-ins
Two technicians are preparing for 10 surgeries this morning. They review paperwork with clients during admission appointments, run preanesthetic tests, assist the veterinarian with presurgical exams, and begin prepping patients. This busy routine can be more challenging for 70% of practice teams who are operating short-staffed.
Here are five timesavers to make the morning rush more efficient and less stressful:
To lead the pet owner to book now, offer the veterinarian’s next two procedure days. Book the procedure with the same doctor who diagnosed the condition because he will be familiar with the case and enjoy production pay. Scheduling with the same doctor also increases clients’ confidence.
Say this, “Dr. <Name> diagnosed <pet name> with Grade 2 dental disease. To schedule your cat’s dental procedure, I will have you sign the treatment plan and anesthetic consent now. I will email you a copy and provide instructions for the day of the procedure. We can perform the dental treatment on <date, time 1> or <date, time 2>. Which do you prefer?”
If clients schedule over the phone, email treatment plans and surgical consents. Require clients to submit forms 24 hours ahead and call them if paperwork hasn’t been returned. Save 10 to 20 minutes on the morning of admission because clients will complete and submit forms from home
Animal’s Choice Veterinary Clinic in Iuka, Mississippi, uses JotForm for consent forms with electronic signature capture (https://www.jotform.com). The hospital has online forms for anesthesia consent, new patients, boarding, and grooming (https://www.animalschoicevet.com/online-forms). After filling out and signing forms, clients click “submit,” which emails information to the hospital. Set up a specific email such as firstname.lastname@example.org so this timely information doesn’t get lost or buried in your hospital’s general email.
At VCA Sheridan Animal Hospital & Veterinary Specialists of Western New York in Buffalo, New York, clients receive individual treatment plans and anesthetic consents by email or through the My VCA App, which allows digital signatures.
Provide an admission process sheet. Give clients written instructions at checkout or email documents if they call to schedule. Written instructions reiterate your verbal conversation and may be shared with family members.
Instructions explain what to do or not do 10 days before the pet’s procedure, the day before, what to bring, and what to expect on procedure day, explains Holly Monroe, hospital manager at VCA Sheridan Animal Hospital & Veterinary Specialists of Western New York. Download its Surgical Admission Process Sheet at https://bit.ly/3Oh7QBq. Here’s an example from the client handout:
The day before your pet’s procedure:
- Withhold food after __ p.m. Water is fine to continue to give until the time of admission.
- You will receive a preadmission phone call to discuss patient history and answer admission questions that we will need before the procedure. We will talk with you for 10 minutes to gather this information for the medical team. You will pay 75% of your treatment plan the day before the procedure. You may pay over the phone or receive a text-to-pay link.
Collect samples for preanesthetic testing before the day of the procedure. Have veterinarians set a standard of care for how long lab results are valid such as within 30 days of the procedure. If you diagnose a cat’s dental disease today and schedule the procedure for next week, collect samples now and send them to your reference lab. If you forward book a puppy’s neuter two months away, schedule a technician appointment the week before surgery for sample collection.
Doing preanesthetic testing in advance has four advantages:
- Clients pay for lab tests today and are financially committed to showing up on the day of the procedure.
- Choose whether to do in-house testing or send it to the reference lab.
- Increases clients’ perception of value because the procedure cost will be lower when they prepay lab work today.
- Because lab tests are already done, your surgical team can skip the morning rush and begin procedures on time.
Collect prepayment or a surgical reservation fee. If a client is a no-show for surgery, your hospital could lose significant income. The average no-show rate for outpatient appointments and surgeries is 11%, a whopping $59,400 annually per veterinarian in lost revenue. Collecting money upfront will prevent no-shows and gain clients’ commitment. Don’t call it a “deposit.” The term is misleading because clients may assume they will get money back when pets are returned in good condition. Instead, use the term “surgical reservation fee” or “prepayment.” Watch my video on “Stop Saying Deposit! Say This” at https://youtu.be/NqvLL-f49rY.
When clients schedule procedures at checkout, collect surgical reservation fees. Say, “We have scheduled your pet’s surgical admission appointment for <date, time>. Here are preadmission instructions to prepare for your pet’s surgery. Your surgical reservation fee/prepayment is $__. Which payment method do you want to use today?”
If clients call to book, explain, “We have scheduled your pet’s surgical admission appointment for <date, time>. To help you prepare for your pet’s surgery, I will email preadmission instructions to <client email>. Your surgical reservation fee/prepayment is $__. I will send you a text-to-pay link, or you may pay through our app. Which do you prefer?” [Client responds.] “You will get a payment receipt and surgical confirmation.”
Check local laws on deposits and partial payments. You may need to post refund policies and choose terms carefully. In California, businesses are required to post refund policies unless they offer a full cash refund, exchange, or store credit within seven days of the purchase or payment date. In Colorado, there is no right to cancel contracts or purchase agreements. Whether a client can receive a refund is dependent on the practice’s return and refund policies.
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About the Author: Best known as the “Queen of Scripts,” Wendy S. Myers, CVJ, has taught communication and client service skills for more than two decades. As founder of Communication Solutions for Veterinarians, she teaches practical skills through online courses, onsite coaching, and conferences. Wendy was a partner in a specialty and emergency practice. Visit YouTube.com/csvets and Csvets.com for more.
1. Stapleton-Charles N. Veterinary Clinics: An Alarming 70% Are Battling Staffing Shortages in Healthcare. Weave blog. Available at: https://www.getweave.com/veterinary-clinics-an-alarming-70-are-battling-staffing-shortages-in-healthcare/?utm_source=email&utm_campaign=january_2022_vpn_eblast_blog&utm_medium=eblast&utm_advertising_industry=veterinary&utm_advertising_partner=vpn. Accessed Nov. 4, 2022.
2. What Pesky No-Shows Actually Cost Your Veterinary Practice. Pet Desk. Available at: https://petdesk.com/blog/what-pesky-no-shows-actually-cost-your-veterinary-practice/. Accessed July 20, 2022.
3. Customer Return and Refund Laws by State. FindLaw.com. Available at: https://www.findlaw.com/consumer/consumer-transactions/customer-returns-and-refund-laws-by-state.html. Accessed July 20, 2022.