How easy is it for a client to do business with your practice? How convenient are your appointment times? How many steps does it take to request a medication refill? How often does your client play phone tag with your customer service representatives? Truth be told, your practice may not be very easy to do business with. So, how do your clients spell 

How to define convenience at your practice

What at your practice qualifies as convenient? Do your clients or your team value it?

In September 2022, the Veterinary Hospital Managers Association 

reported a survey about what clients want. Interestingly, most of the veterinary responders thought that clients come to their practice for quality medicine (57%), followed by customer service (27%), with convenience receiving only 6% of the votes. 

The line of thinking is that convenience is not a top desire—note, this is what the veterinary professionals thought, not what their clients said. An article by Vetsource on what consumers want offered what may be the crux of the problem: There are “limited data on what pet owners want specifically in terms of the client experience.” But there is data from surveys of US consumers, and the key factors are, as follows:

Does your practice check all those boxes? You may deliver exceptional medical care, but are you losing clients due to excessive waiting room times, difficulties scheduling appointments, or too many steps to request medication refills? Often, we don’t know what we don’t know.

Take a multisource approach to find out how convenient your practice is. Ask clients via a quick survey, review comments on social media, ask your team what clients tell them, track what clients are looking at on your website, and study the competition. Convenience comes in many forms, and today’s convenience economy offers many options for a veterinary practice to become more convenient.

The following are strategies to make doing business with your team more convenient for clients:

Implement an online booking system that allows pet owners to schedule appointments easily through the veterinary office’s website or a mobile app.

Taking a cue from other on-demand services such as Uber and DoorDash, offer on-demand appointments (as offered by some de novo and alternative care business models).

Today’s clients are used to subscription-based services (eg, Netflix and Birchbox), and veterinary practices can offer similar services.

Offer telemedicine consultations for nonemergency issues. Virtual appointments can save clients time and reduce the stress of transporting their pets.

The convenience economy heavily relies on automation and technology to streamline processes and reduce the need for manual labor. Artificial intelligence may help.

Mobile apps, pet health monitoring apps, and patient portals: 

Develop a mobile app or a patient portal that allows clients to access their pet’s medical records, schedule appointments, request prescription refills, receive reminders, monitor their pet’s health metrics, etc.

Send text or email reminders for upcoming appointments, vaccinations, and medication refills.

Use email, social media, and messaging apps to keep clients informed about clinic updates, health tips, and promotions. Encourage clients to communicate with the clinic electronically for nonurgent inquiries.

E-commerce and online prescription refills: 

Enable clients to request prescription refills online and offer a mail or delivery service for medications and pet supplies.

This service was beneficial during the COVID-19 pandemic, and many want it to continue. Implement a system in which clients can check in, communicate with staff, and receive their pet’s care without leaving their vehicle.

Consider extending your clinic’s hours, including evenings and weekends, to accommodate clients with busy schedules via your team or a third-party provider.

To streamline the billing and payment process, offer multiple payment options, including online and contactless payment processing.

Offer home visit services for pets that require medical attention but may have difficulty traveling. Check your area for third-party providers of this service.

Provide online resources, articles, and videos on pet care and common health issues.

Implement loyalty programs that reward clients for their continued patronage and referrals.

To enhance convenience, leverage data and algorithms to personalize your products and services. For example, some clients may want to consider pet DNA testing.

The convenience economy reflects the changing preferences and lifestyles of clients who prioritize time, efficiency, and ease of use. Businesses that successfully cater to these preferences can thrive in this economic environment, while those that don’t may face challenges in meeting client (and team) expectations.

Explore how your business being more convenient can help attract new clients who value the convenience and efficiency of the services provided, as well as team members who desire to practice medicine but get tied down performing multiple manual steps. By implementing these convenience-focused strategies, a veterinary office can improve client satisfaction, enhance the overall client experience, and build long-term relationships with pet owners.

DeWilde C. Vetsource. 2023 trends in veterinary client experience and customer service. Accessed October 16, 2024. 

https://vetsource.com/blog/2023-trends-in-veterinary-client-experience-and-customer-service/

Articles

Advanced technology and shifting customer behaviors can help practices communicate more easily and efficiently

How to make it more convenient for clients to do business with you

Philip Bergman, DVM, MS, PhD, DACVIM, talks about compounded CCNU, as well as the precision of 503B outsourcing facilities

The future of compounded chemotherapy in veterinary oncology

 delivers expert-led veterinary continuing education on your schedule. With 

, you can access top-tier sessions anytime, anywhere—whether at home, in the clinic, or on the go. Ready to earn CE credits? Watch this session and more on 

, Philip Bergman, DVM, PhD, MS, DACVIM (Oncology), talked about a shift in veterinary oncology that began about a decade ago, when oncologists began noticing that patients receiving the compounded therapy CCNU (lomustine), did not experience the usual adverse effects associated with its FDA-approved counterpart. In this interview, recorded during the Fetch dvm360 conference in Atlantic City, New Jersey, Bergman shared that his lecture “Compounding Pharmacies for Chemotherapy Agents,” presented at the conference, delved into this topic, including the research and findings on the cause of this, as well as the superior precision of doses of 503B types of compounders (503B outsourcing facilities).

Philip Bergman, DVM, PhD, MS, DACVIM (Oncology):

 I got very interested in this space about 10 or 15 years ago, when as oncologists, we started noticing that patients that were given compounded CCNU, or a type of chemotherapy, were not having the typical side effects that we tend to see when you use the FDA-approved product. So subsequently, some very interesting studies came out that showed that the amount of drug that was actually being delivered to you from certain compounding pharmacies was a lot less than we thought it was, which then impacts the outcomes for our patients. So, in the lecture, I summarize all of that literature.

There's a publication that my team just came out with a couple months ago in veterinary comparative oncology, and it basically shows, if you put everything together, that 503B types of compounders, which are called “outsourcing facilities,” which are fairly rare in veterinary medicine, they tend to do a much, much better job with the precision of the dose that we're asking to be delivered, actually physically gets delivered to us.

Videos

Philip Bergman, DVM, PhD, MS, DACVIM (Oncology), talks about compounded CCNU, as well as the precision of 503B outsourcing facilities

The future of compounded chemotherapy in veterinary medicine

Julia E. Miller, DVM, DACVD, shares essentials for diagnosing canine allergies

Must-knows for diagnosing canine allergies

What should veterinarians know when it comes to diagnosing canine allergies? During the Fetch dvm360 conference in Atlantic City, New Jersey, Julia E. Miller, DVM, DACVD, sat down with the team to talk about her lecture on diagnosing canine allergies. In the interview, Miller offered advice for an accurate diagnosis, emphasizing the importance of doing cytology in every case, diagnostics, and more.

So, I think I’ve become a broken record about a few things, but they're very important. In dermatology, things that are near and dear to my heart is cytology everything. We're scientists. How do you know what you're treating unless you prove it? So I think in dermatology, it is so important that you do cytology on all your cases. Look for the bacteria, look for the yeast, look for the ectoparasites, because if you don't look, you're not going to find them and it's really important that we know what we're treating. That's always number one for me: be certain that you're treating the right thing.

Another thing I like to tell people is, if at first you don't succeed, you missed something—do more diagnostics, right? So don't just keep repeating the same thing over and over again. Keep giving Apoquel [oclacitinib]. If it didn't work, why didn't it work? If you've used that antibiotic in that dog and they're not clearing the skin, why are they not clearing the skin? Goes back to cytology, but other diagnostics—if you're doing the same thing and you're not getting the results, you need to kind of branch out and do a little bit more there

FoodScience, a provider of pet and human nutritional supplements based in Williston, Vermont, has been acquired by investment fund manager Morgan Stanley Capital Partners (MSCP), a private equity team at Morgan Stanley Investment Management.

 Previously acquired by the Wind Point Partners organization in 2021,

 FoodScience drives a science-first approach to formulate, manufacture, market, and distribute nutritional supplements, according to a news release.

FoodScience offers a portfolio of products through the VetriScience, DaVinci, and Pet Naturals brands, as well as private label and custom formulation offerings. According to MSCP and Wind Point, Sharon Rossi will continue as FoodScience’s chief executive officer, a role she has served since 2017.

“I am grateful for Wind Point’s tremendous support and partnership over the last 3 and a half years. Together, we enhanced FoodScience’s platform through broader capabilities and an expanded manufacturing and distribution footprint, further strengthening FoodScience’s ability to deliver on its mission to help people and their pets live healthier lives every day. FoodScience is well-positioned to continue serving our customers, employees and stakeholders, and the team and I look forward to continuing to scale the platform in our next phase of growth,” Rossi said in a news release.

“MSCP’s investment serves as a further testament to FoodScience’s legacy and mission-driven culture,” Rossi added.

 “We are excited to partner with the MSCP team and look forward to leveraging their network and expertise in the pet and animal health sector to accelerate our growth both organically and through strategic acquisitions.”

MSCP’s acquisition of FoodScience represents a new investment in the pet and animal health sector. The company previously exited Compana Pet Brands (formerly Manna Pro) and Thrive Pet Healthcare (formerly Pathway Vet Alliance).

 Prior to being acquired by TSG Consumer Partners in 2020, Thrive saw investment from MSCP for 4 years. During that time, Thrive built a veterinary services platform and grew its business.

James Stewart, managing director and co-head of consumer investing at MSCP, noted that the company was drawn to FoodScience by the more than 50 years of history in the industry with a “stellar reputation” and mission to help humans and pets live healthier lives. “Under Sharon’s leadership, they have built a leading platform dedicated to delivering safe, effective, and innovative brands while serving as the partner of choice to FoodScience’s contract manufacturing customers. We look forward to working together as we collectively seek to build on and expand the exceptional product portfolio,” Stewart said in a news release.

According to Wind Point, the company is also an active investor in the pet and animal nutrition industry. The company’s current investments include Assisi Pet Care, Targeted PetCare, Petmate and Pestell Nutrition.

Wind Point Partners announces sale of FoodScience to Morgan Stanley Capital Partners. News Release. Wind Point Partners. November 2024. Accessed November 20, 2024. 

https://www.wppartners.com/wind-point-partners-announces-sale-of-foodscience-to-morgan-stanley-capital-partners/

Morgan Stanley Capital Partners acquires FoodScience. News release. Morgan Stanley Capital Partners. November 19, 2024. Accessed November 19, 2024. 

https://www.businesswire.com/news/home/20241118822513/en/

TSG Consumer Partners acquires Pathway Vet Alliance from Morgan Stanley Capital Partners. News release. Thrive Pet Healthcare. April 3, 2020. Accessed November 19, 2024. 

https://www.thrivepetcare.com/thrive-guide/tsg-consumer-partners-acquires-pathway-vet-alliance-from-morgan-stanley-capital-partners

FoodScience, which offers a portfolio VetriScience, DaVinci, and Pet Naturals brand products, has been added to the Morgan Stanley Capital Partners portfolio

Investment fund manager acquires pet nutrition supplement provider

The Human-Animal Bond Research Institute (HABRI) and Royal Canine US announced they have joined forces to help strengthen the human-animal bond by providing cat and dog owners important information regarding their pet’s nutrition and healthy habits, when it comes to treating pets.

“Every pet owner has a special bond with their animal and for pet owners, regularly giving treats to their pet plays a big role in strengthening the human-animal bond, showing love and spreading joy” said Annette Louviere, DVM, scientific communications veterinarian for Royal Canin US, in an organizational release.

 “Royal Canin is focused on helping cat and dog owners provide the proper treating and nutrition, which include safe and effective treats for cats and dogs diagnosed with lower urinary tract disease, gastrointestinal upsets, sensitivities to food or for those pets that need weight management. We’re proud to partner with HABRI this holiday season to share education about treating pets right.”

When it comes to pets, they have overwhelming consider members of the family by owners, and just when families shop for human food, the nutritional value of pet food is important to owners.

 As providing treats to pets can be a bonding experience for pets and owners, it is important to make sure clients are periodizing their nutrition and health when it comes to treating. Making sure this is prioritized can help pets maintain a heathy weight and complaint to their nutritional needs, especially as it gets closer and closer to the holiday season.

“With holiday season upon us, it’s important to stay conscious of our pet’s diet to keep them at a healthy weight,” said Steven Feldman, president of HABRI.

“Our pets are family and keep us healthy and happy, which is why we need to do the same for them. Staying conscious of their diet is one way we can do that while also strengthening the bond.”

HABRI also warned that the holiday season means the temptation to sneak human food to pets is high, but providing them with the correct treats is for their best interest, especially if they are diagnosed with certain conditions, food sensitives, or in need of weight management. Not properly treating pets can also compromise veterinary-exclusive diets selected for the pet.

To help veterinary clinics communicated this important messaging, HABRI and Royal Canin US created education content, a shareable infographic, and a series of social media posts. There will also be an informative webinar to help educate pet owners and provide them with resources on pet nutrition, the human-animal bond, and healthy treating.

“Working with HABRI, our goal at Royal Canin is to encourage conversations with veterinarians about nutrition for overall health and wellness and educate pet owners about the benefits of the human-animal bond,” Louviere concluded.

Royal Canin and HABRI Partner to Highlight the Importance of Healthy Treating and the Human-Animal Bond. News release. The Human Animal Bond Research Institute. November 18, 2024. Accessed November 19, 2024. 

International Survey of Pet Owners & Veterinarians. News release. The Human Animal Bond Research Institute. Accessed November 19, 2024. 

https://habri.org/international-hab-survey/?gad_source=1&gclid=Cj0KCQiAi_G5BhDXARIsAN5SX7qG7vX6elKoVEPNlzfym0QneenMmUaZkylvekRm9-F1RQY_vZlGj5oaAn4wEALw_wcB

HABRI and Royal Canin US are promoting nutrition and healthy treating practices, especially during the holiday season.

Organizations band together to highlight healthy treating and human-animal bond 

The opening and expansion of new veterinary clinics and facilities impact pet care by increasing access to medical services, allowing pet owners to seek timely treatment for their animals. These developments not only improve health outcomes for pets but can also build community awareness about animal welfare and preventive care practices. Additionally, as veterinary facilities grow, they contribute to local economies by creating jobs and supporting related businesses.

Here are 3 recent openings or expansions of veterinary clinics and pet stores in the country:

Walmart Pet Services. (Photo courtesy of Walmart)

Walmart is expanding its Pet Services centers, which offer routine veterinary care, to 5 new cities. The new centers will be located in Cumming, Georgia; Alpharetta, Georgia; Glendale, Arizona; Chandler, Arizona; and Mesa, Arizona.

“Our Dallas, Georgia customers have shown us how much they value the affordable, convenient pet care solutions our first Walmart Pet Services center brought them. We’re excited to bring Walmart Pet Service centers to more markets and help meet our customers’ pet needs in one convenient destination,” Kaitlyn Shadiow, vice president of merchandising at Pets, Walmart US, said in a company release.

The centers will offer various veterinary services, including vaccines, wellness exams, and minor medical services. Grooming services like baths, nail trims, teeth and ear cleaning, and basic hair trims will also be provided. These services will be offered by “experienced veterinary and grooming professionals in collaboration with PetIQ,” wrote Walmart in a statement.

In addition to its new Pet Services centers, Walmart has also expanded its Pet Pharmacy Services, which gives clients nationwide access to a “convenient, low-cost solution” for pet prescriptions that are delivered to clients’ homes. Clients can also continue to fill their pet prescriptions in-store, according to a news release.

“Walmart understands that pets are family, and we’re proud to be a trusted destination for our pet parents,” said Shadiow in the release.

 “Whether shopping in-stores or online, Walmart offers a differentiated omnichannel experience and a wide assortment of offerings – from products and prescriptions to services – available at our Every Day Low Prices to make pet care affordable and convenient.”

With the recent expansion and new services centers opening, the company aims to replicate their Walmart Pet Services model and implement it in other communities. “Our goal is to…continue helping Walmart customers save money with a goal to help their pets live better,” wrote the company in an announcement.

Kansas State University College of Veterinary Medicine Biomedical Core Facilities

College of Veterinary Medicine at Kansas State University ribbon-cutting ceremony. (Photo courtesy of Kansas State University)

The College of Veterinary Medicine at Kansas State University recently hosted a ribbon-cutting ceremony for its new Biomedical Core Facilities. The new $3.4 million, 5000 sq ft building is designed to strategically bring together various disciplines like molecular and cellular biology, microscopy imaging, flow cytometry and cell sorting, animal modeling, and pathology, as well as next-generation sequencing.

"This facility is a testament to K-State's commitment to driving innovation, collaboration and excellence in zoonotic research," Hans Coetzee, interim vice president for research, said in a university release.

 "It demonstrates our dedication to combating infectious pathogens and enhancing biosecurity, both in Kansas and around the world."

"We are grateful for the commitment of a formidable team to bring this research facility to the finish line," Bonnie Rush, Hodes Family dean of the College of Veterinary Medicine, added.

 "The Biomedical Core Facilities proposal was the only one from the 2021 funding cycle to be constructed on-time and within budget. This new university wide asset will support researchers as they seek answers to the most challenging biomedical questions of our time."

Pet care unleashed: We're announcing new service locations, online vet access and prescription delivery. News release. Walmart Inc. October 8, 2024. Accessed November 19, 2024. 

https://corporate.walmart.com/news/2024/10/08/pet-care-unleashed-were-announcing-new-service-locations-online-vet-access-and-prescription-delivery

College of Veterinary Medicine launches NIH-funded, multidisciplinary Biomedical Core Facilities. News release. Kansas State University. November 14, 2024. Accessed November 19, 2024. 

https://www.k-state.edu/media/newsreleases/2024-11/Veterinary-Medicine-launches-Biomedical-Core-Facilities.html

Take a look at these 3 veterinary centers newly opened or coming soon 