Why online booking is essential for veterinary practices

Today's pet owners don't just value digital convenience, they expect it. And as veterinary practices face more competition and staff shortages, the practices that don't evolve with technological changes might find themselves falling behind.  

Implementing online scheduling is a simple way to lessen your staff's workload while also showing your clients that you value them and their time.  

One veterinary practice that sees 130 patients a day found that once they implemented online scheduling, 25 percent of their appointments were made online (and 35 percent of those were after business hours.) This revealed that their clients were ready for the service as soon as it was available. And as their staff needed to spend less time on the phone, they could focus even more on patient care.  

Despite such clear benefits, you might feel hesitant about adopting a new technology. It's understandable to have questions. Will it really benefit you? What features do you need? What pitfalls should you avoid? This comprehensive guide will walk you through all these questions.  

Why online booking is vital 

Online booking is quickly becoming an essential service for veterinary practices. Millennials and Gen Z clients already make up 46 percent of U.S. pet owners. These generations (and the ones coming after them) have high expectations when it comes to digital convenience. One survey found that to millennials, the availability of digital services is an important factor when choosing a veterinarian. 

Clients' affinity to online scheduling is due, in part, to how often they use it for their own personal healthcare. Today, 78 percent of human healthcare providers offer self-service appointment scheduling. It's understandable people want the same convenience for their pets' healthcare. 

Veterinary practices that adopt online booking quickly learn how vital it really is. About 31 percent of veterinary practices see online scheduling as the most important feature on their website (the only features seen as more important were an easily updated design, client reviews, and online client forms.) Practices said that online scheduling helped them save time, streamline their practice's efficiency and keep up with what pet owners want. And 37 percent of practices believe that online scheduling is just as important as client reviews when it comes to attracting and retaining clients. 

As more veterinary practices adopt online booking, more clients will come to expect your practice to offer the service too.

Veterinary practices enjoy numerous benefits from online booking

 
While implementing an online scheduling service requires an investment of time and money, it's worthwhile in the long run. Here's a look at just some of the benefits.

• Reducing hold times can increase client retention. If a client has to wait too long to book an appointment, they might go elsewhere. 
• 24/7 access to appointment booking accommodates clients' busy schedules, making it easier for pet owners to choose your practice. 
• Happy customers are loyal because they know your practice is keeping up with technology and putting them first.  
• Your staff will spend less time answering calls. One veterinary practice found that after adopting online scheduling, they saw a 30 percent reduction in call volume. This frees staff to focus on pet care, reducing stress and burnout while increasing productivity. 
• Because your staff doesn't need to manually input as many appointments, you'll have a reduction in manual scheduling errors and administrative burden.  
• You'll enjoy a competitive edge by meeting the growing demand for digital solutions.

What to look for in an online scheduling tool

 
Not all scheduling software options are created equal. A robust scheduling tool should offer features such as these:  

1. Smooth implementation 
Look for calendar software that integrates seamlessly with your Practice Information Management Software (PIMS). This reduces errors and cuts down on lost time. Your software provider should also offer thorough onboarding.  

2. Real-time calendar updates 
If your calendar is updated in real-time, you won't have to worry about embarrassing double bookings.  

3. Customization 
Every veterinarian practice is unique, and your software should reflect this. You should be able to customize it to match your practice's branding, logo, your open hours, and veterinarian availability. You'll also want choices in how the calendar itself works, such as which types of client appointments are eligible for online booking.  

4. User-friendly platform 
Your clients may want an online appointment calendar, but that doesn't mean they're all tech savvy. Look for a service that's user friendly and intuitive, so your clients won't be calling you with a lot of questions.  

5. Extra features like appointment reminders 
Consider any extras that your practice might need. One beneficial feature is sending automated reminders to clients after they make an appointment. Other practices might prefer to have first-time clients send in an appointment request rather than scheduling online.

Pitfalls to avoid 

 
While researching online booking software, keep in mind that there are a few pitfalls you'll want to avoid:

• Limited customization that doesn't accommodate your practice's needs. 
• Software that doesn't integrate easily with your practice's PIMS. This can lead to extra work for your staff on the back-end.  
• Data breaches due to an insecure software environment, hurting your practice's reputation. 
• Unexpected costs if a software provider adds extra fees.  
• Inadequate customer service support when onboarding or if you run into issues. This can cause extra work for your staff or even delay getting a software error fixed, which can lead to client dissatisfaction. 
• Calendar updates that are only made once or twice a day, thus risking double-booking. This can diminish clients' view of your practice if their appointments have to be rescheduled.  
• Lack of extra features that are important to your practice.

As you're shopping around, don't be afraid to ask the software providers how they address these concerns.  

Digital services aren't just tools, they're extensions of your practice. By implementing an online booking software, your veterinary practice will be able to interact with your customers 24/7, letting them book appointments on their own time. And you'll find that your staff is happier with the reduced call volume, leading to less turnover and a higher quality of care. Online booking is a win-win choice for any veterinary practice.