Phone focus works wonders

Whilst apps, messaging services and webchats are becoming increasingly important in veterinary practice, the good old telephone will always play a key role in putting owners in touch with the practice team. Adapting to the pandemic has brought about five years of progress in just one, speeding up the notoriously slow adaptations to change that happen in the veterinary sector. But there will always be clients who prefer to speak to someone, or times when an emotionally-fraught conversation just can’t be had over a buffering video call. And whilst the phone is certainly here to stay, many practice teams are struggling to find the balance of where it fits amongst all the other routes for inbound and outbound communications.


In the spirit of providing what may be some much-needed practical help, we’ve put together a few tips to help you focus effectively on the phone in the new normal.


  1. Phone-free arrivals

When clients aren’t able to come into the building, many practices have put signs up in the car park instructing owners to call reception to let the team know they’ve arrived. Predictably, this results in a steady stream of calls through the day, tying up the phone line and all involving the same response. A more practical solution might be to station a reception team member at the door, or in the car park (wherever you are managing client flow from). This person can then greet both client and pet with a friendly face and instructions for what happens next – a better experience for the owner and a more streamlined process for the team. Similar support and direction is given as they leave.


  1. Telephone triage

Wherever possible, clinicians should schedule time to manage outbound calls to clients in blocks, rather than making calls through the day in and amongst other duties. Working through a list of phone consults or post-operative reviews in one go, with all the information to hand and no interruptions, takes less time than collecting individual notes and getting to the phone several times through the day. Get a cup of tea, find a quiet place and do all these calls together at set times of the day, timetabled specifically as admin time rather than lumped in with everything else. Less stressful, more effective.


  1. Manage expectations in advance

Practices used to tell owners to ring late afternoon to see how their pet was doing after surgery, resulting in a string of calls starting from 3pm onwards, by which time there may not even be news if the list was still ongoing, or necessitating the reception desk to find someone who knew the status of that particular animal. All very inefficient. Much better to advise owners leaving pets for procedures that a vet will call them after 4pm with news and details on the collection process.


  1. Phone payments

One great advantage of the pandemic has been the willingness of clients to pay in advance and in full over the phone, just as they do for other services. Make processing payments due for procedures a standard part of the phone call to clients advising of the collection protocol. No apologies needed, just a polite reiteration of the amount due (making sure there are no surprises for the owner at this point!) and a request for card details. Simple.


The phone will always remain a key touchpoint on the client journey, and with just a little focus you can make it your friend, rather than it feeling like a foe.

  • Lesli
    Posted at 16:55h, 16 May

    Hi there, I do believe your website might be having web browser compatibility problems.
    Whenever I look at your blog in Safari, it looks fine however, if opening in I.E.,
    it has some overlapping issues. I just wanted to provide you with a quick
    heads up! Apart from that, excellent blog!

    Posted at 21:06h, 16 May

    Hi there, You’ve done a great job. I will definitely digg it
    and personally suggest to my friends. I am confident they’ll be benefited from this site.

    Here is my website: playboy2 download (

  • download Lionking888
    Posted at 21:45h, 16 May

    I am really impressed with your writing skills as well as with the layout on your
    blog. Is this a paid theme or did you customize it yourself?

    Either way keep up the excellent quality writing, it’s rare to see a nice blog like this one these days.

    my website – download Lionking888

  • game king855 download
    Posted at 22:28h, 16 May

    I am in fact thankful to the owner of this site who has shared
    this great post at here.

    Here is my web site; game king855 download

    Posted at 00:08h, 17 May

    When some one searches for his vital thing, thus he/she needs to be available that
    in detail, therefore that thing is maintained over here.

    Feel free to visit my blog; free download 3win8 (

  • 918kiss 2 slot game
    Posted at 06:25h, 17 May

    I’m not sure exactly why but this web site is loading very slow for me.

    Is anyone else having this issue or is it a problem
    on my end? I’ll check back later and see if the
    problem still exists.

    My webpage 918kiss 2 slot game

Post A Comment