COVID-19 - Eric D. Garcia · 3/25/20 4 © 2020 All rights reserved. Eric D. Garcia Claim Your Listing Today 7 2911778?co=GENIE.Platform%3DDesktop&hl=en

3/25/20

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/EricGarciaFL

@EricGarciaFL

@EricGarciaFL

/EricDGarcia

COVID-19: How to Inform Clients & Show Value When They’re Not in the Exam Room

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© 2020 All rights reserved. Eric D. Garcia

About Eric Garcia 2

Management team at large practice in Tampa, FL

Former VP of veterinary-exclusive web marketing firmIT and Digital Strategist— Founder of Simply Done Tech Solutions

VetPartners member consultant

American Association of Feline Practitioners (AAFP) advisory board member

Published author:§ Marketing columnist for Today’s Veterinary Business§ 15 chapters in Blackwell's Five-Minute Veterinary Practice

Management Consult, AAHA Trends magazine, Veterinary Practice News, dvm360, and more

International speaker: USA, Canada, Austria, Netherlands, France, Turkey, Thailand, Philippines, Singapore, Peru, Brazil, Chile, South Africa

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Resources provided 3

Facebook and the f logo are registered trademarks of Facebook, Inc. Twitter is a registered trademark and the Twitter bird is a trademark and service mark of Twitter, Inc. The Instagram Camera Logo is a trademark of Instagram.LinkedIn and the IN logo are registered trademarks or trademarks of LinkedIn Corporation or its affiliates in the United States and/or other countries.

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Several ideas 4

You don’t have to do it all right away

Pick one thing

You will have notes

Take your time

Continue to build on your one thing

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If You Haven’t AlreadyCreate a Letter for Clients

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Sample COVID-19 Letter to Clients

As veterinary industry experts, we are always vigilant about communicable diseases that can impact our patients, their owners, and staff.

With the recent outbreak of COVID-19, we are taking extra measures above and beyond our already-high standards to help ensure the safety of everyone:

• As the situation is rapidly changing, we are regularly monitoring information from the Centers for Disease Control and Prevention (CDC), and federal and state/local agencies to follow all recommended protocol;

• We are using medical-grade disinfectants more frequently in high traffic areas, including, door handles, light switches, faucets, front counters, phones, keyboards, exam rooms, restrooms, and more;

• All employees are reminded to stay home if they are experiencing flu-like symptoms;• We ask those pet owners who have an appointment with us and are feeling under the weather to please call

our office before coming in so we can determine the best plan for taking care of your pet.

For more information about COVID-19 and pets, this is a great resource from the American Animal Veterinary Medical Association: http://bit.ly/3a1zDm0. If you have additional questions or concerns, please don’t hesitate to reach out to us.

At this time, we will remain open for business during our regular hours and will continue working hard to provide the level of care you have come to expect from us.

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http://bit.ly/3a1zDm0

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Claim Your Listing Today 7

https://support.google.com/business/answer/2911778?co=GENIE.Platform%3DDesktop&hl=en

Claim your business through Google Maps

01 On your computer, open Google Maps.

02 In the search bar, enter the business name.

03 Click the business name and choose the correct one.

04 Click Claim this business, Manage now. …

05 Select a verification option and follow the on-screen steps.

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https://support.google.com/business/answer/2911778%3Fco=GENIE.Platform%253DDesktop&hl=en

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Recommendations from Google 9

Posts

Hours & Description

01 Change your business hours

02 Edit your business description with• Extra precautions you’re taking• Changes in how you offer care

03 Use Google Posts with timely updates

04 Temporary closures• *Not recommended• Keep an eye on your Google listing for reports

by Google users

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Edit Your Description & Hours 10

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Google Posts 11

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COVID-19 Website Announcements 12

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COVID-19 Website Announcements 13

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COVID-19 Email Campaign 14

Sent via Pet Health Network Pro

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Social Media 15

01 Use Canva.com to create attractive images

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Social Media Ready to Go Posts 16

Available for free at simplydonesocial.com/covid-19

Courtesy of the team at

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Social Media 17

02 Share your full update directly on Facebook vs. linking to your website

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Social Media 18

03 What are you doing to help with social distancing?

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Social Media 19

04 Be compassionate. Be yourself. Show those smiling faces.

We’re here for you.

From our veterinary team to the human veterinary teams, Thank you!

We miss seeing your pets! Though we might be offering care only on an emergency basis, we’d love to see those furry faces! Comment with your pet’s pictures below.

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Social Media 20

Do not contribute to this type of content

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Social Media 21

How to deal with potential backlash on social media when customers disagree with current practices(i.e. anger over parking lot drop-offs or disagree ethically with still seeing healthy patients when others are only emergency.)

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Negative Statements 22

STOPDo NOT respond right away! Review the comment.

WRITE A REPLYRun it by multiple people outside of your practice.

DON’T BECOME DEFENSIVEHeightened emotions for all of us right now.

PRIOTIZE THE SAFETY OF TEAM & CLIENTSBe honest. “We want to protect our clients.”

CONTACT THE PERSON By addressing additional concerns privately.

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Update Your Appointment Reminder Messages

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Push Notifications & Text Messages24

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Healthy Pet Reminders 25

Include this update in your COVID-19 announcements everywhere.

If you’re not seeing healthy pets right now and say, “we’re not seeing healthy pets right now” everywhere, you’ll run into issues not seeing these pets for this important service.

It’s critical if you’re not seeing healthy pets that you work with clients to forward book these appointments.

Update your healthy pet reminder message to reflect this change in service but encourage them to work with you to schedule their pet’s healthy pet exams.

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Streamline the Client Experience 26

Esther Klok

01 Ask clients to withhold their pet’s food shortly before their visit with you. Encourage clients to bring their pet’s favorite snack or treats. As well as a blanket and/or toy of their choice.

02 If your comfortable, offer immunosuppressed clients, seniors, and clients with any type of lung disease pick up service for pets.

03 Contact your clients by phone or email and ask if they need refills for medications, parasiticides, and/or prescription diets. Inform them of your curbside service. “85% of our clients called took advantage of this!”

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Restaurant Pagers 27

Search for “restaurant pagers” on Amazon

Great for curbside service not just for COVID-19 flow but fearful pets.

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28Help your pet owners prepare before the visit

Send client forms ahead of the visit by SMS, or email

S t u d i e s s h o w …

Greater efficiency

reduction in appointment length

Better experience

of cases don’t require any additional info

Increased revenue

increase in ACT

40% 23%80%

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Types of forms 29

T a r g e t f o r m s b a s e d o n r e a s o n f o r v i s i t :

Wellness visit GeriatricRecheck

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Create Value When the Client is Not in the Exam Room

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Pet Health Report Card 31

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Use Zoom.us in the Exam Room 32

Inform clients ahead of time they can join their pet’s exam virtually from the comfort of their own car

Ask the client to join your virtual exam room when they arrive

You can have multiple rooms/hosts• Rooms/hosts would be “exam rooms”

• Zoom.us/practice-exam1

You can stream via mobile phone camera, laptop camera, mobile tablet, etc.

Share your screen to share radiographs & blood results

Your client can watch in the comfort of their car via their mobile device of choice

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0203

040506

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VetConnect+ 33

Allows you to access patient blood work 24/7

Easily accessible on phones & tablets

Able to review results with client using tablet

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Celebrate Healthy Pets 36

§ We all want some GOOD news right now!

§ Give a heartfelt Thank You • Look client in the eyes• You’re such a great pet owner, Mr. Garcia. I

would like to thank you for trusting us with your pet’s health needs. You should know we’re always here for you and Gazpacho.

§ Celebrate healthy lab results§ Celebrate healthy pets

Attribute success with what you do

as a team

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Use Empathy Statements 37

Show your clients they and their pets are your sole focus during a time where people are focused on so many other things. It’s easy for empathy to become lost in the process.

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Use Empathy Statements 38

If I'm understandin

g correctly

You can’t empathize unless you first understand.

I wouldfeel X too in

this situation

Showing the pet owner that you’re putting yourself in their shoes

I’ve experienced this with my

own pet.

Validate client concerns by confirming this is an issue others have experienced. This will help build a stronger connection between you and the pet owner.

You’re right.

Validate client feelings by confirming they’re right. This will help clients feel

understood.

I appreciate you.

Let the client know you’re grateful for their attitude and effort toward caring for their pet.

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Push Your Online Pharmacy 39

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Order Food and Medications via App

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Text Worried Pet Owners 42

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Zipwhip™ 43

Unlimited texting

$100 USD per month

Schedule text messages

Picture messages

Exclusive features

Zipwhip is a trademark or registered trademark of Zipwhip.

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Top Tipsto Fast Track Telemedicine

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/EricGarciaFL

@EricGarciaFL

@EricGarciaFL

/EricDGarcia

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Regulations & AVMA Position Statement

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The AVMA is committed to ensuring

access to the convenience and benefits

afforded by telemedicine, while

promoting the responsible provision of

high quality veterinary medical care.

The AVMA encourages the development

of smart-device applications, other

platforms and technologies that

appropriately help connect current or

lapsed clients and patients with

veterinarians.

Given the current state of technological

capabilities, available research, and the

current state and federal regulatory

landscape, the AVMA believes that

veterinary telemedicine should only be

conducted within an existing

Veterinarian-Client-Patient Relationship

(VCPR), with the exception for advice

given in an emergency until that patient

can be seen by a veterinarian.

https://www.avma.org/KB/Policies/Pages/Telemedicine.aspx

Check with your State board

Valid VCPR must be in place

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https://www.avma.org/KB/Policies/Pages/Telemedicine.aspx

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AAVSB Practice Act

The American Association of Veterinary State Boards revised its Practice Act Model to allow for veterinarians to

use their own judgment in determining when they can help using a virtual visit versus when a hands-on exam is

necessary.

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Telemedicine is…

Phone Call

VideoTexting

Chatting

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Providers 48

https://ebusiness.avma.org/files/coronavirus/AVMA-Connected-Care-Providers-List.pdf

A comprehensive list can be found here:

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Uses 49

Remote surgery re-checksFollow up appointmentsNutritionWeight loss supportDermatologyBehavioral Hospice & palliative careFeline careAfter hours triage/owner perceived emergencies

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https://ebusiness.avma.org/files/coronavirus/AVMA-Connected-Care-Providers-List.pdf

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Consult time is generally 15 minutes. Add to your

PIMS

Process 50

Client in most cases is not charged until AFTER

the consultation automatically within

the app

During or after business hours

Depending on reason filter to to

DVM

Schedule via app & receptionist

manage appointments

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Charging 51

40-50% of office exam fee (average charge ~$35)

Associate compensation

• If the case is not treated some credit toward examination

• Some don’t (but set clear expectations)

• Flat fee per consult• No compensation• Same as production• Consults requiring in-office visit will

be scheduled with same associate

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Telemedicine Resources 52

Facebook Group:https://www.facebook.com/groups/VeterinaryTelemed

AVMA:https://www.avma.org/resources-tools/practice-management/telehealth-telemedicine-veterinary-practice/veterinary-telehealth-basics

Publications Covering this Topic• Today’s Veterinary Business• Today’s Veterinary Practice• dvm360

Vetfolio On-Demand CE:https://www.vetfolio.com/catalog?query=telemedicine

Speak to telemedicine providers for more guidance

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Resources:ericgarciafl.com/covid-19

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/EricGarciaFL

@EricGarciaFL

@EricGarciaFL

/EricDGarcia

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https://www.facebook.com/groups/VeterinaryTelemed

https://www.avma.org/resources-tools/practice-management/telehealth-telemedicine-veterinary-practice/veterinary-telehealth-basics

https://www.vetfolio.com/catalog%3Fquery=telemedicine

Documents

COVID-19 - Eric D. Garcia · 3/25/20 4 © 2020 All rights reserved. Eric D. Garcia Claim Your Listing Today 7 2911778?co=GENIE.Platform%3DDesktop&hl=en