Is Your Practice Ready When Clients Are Seeking After-Hours Support?

As pet owners become increasingly more concerned with their pet’s well-being, the demand for after-hours support in veterinary practices has grown exponentially. According to our recent industry survey, 100% of veterinary professionals agree that clients expect after-hours support, and 76% acknowledge that relying solely on voicemail or referring clients to emergency rooms falls short of providing the high standard of service clients expect.

These findings emphasize a growing need within the veterinary profession - ensuring clients feel supported beyond regular business hours. But what does this shift mean for your practice, and how can you meet these evolving expectations?

Why Voicemail and ER Referrals Are Insufficient in Today’s Veterinary Landscape

For years, practices have depended on voicemails and emergency hospital referrals to manage after-hours care. However, as client expectations evolve, these methods are proving increasingly inadequate.

Voicemail lacks the immediacy and reassurance that worried pet owners seek when facing an unexpected issue. Directing all after-hours inquiries to emergency rooms places unnecessary financial strain on clients but can also create a sense of disconnection, leaving clients feeling unsupported during critical moments.

This gap in after-hours care can have severe repercussions for your practice. Dissatisfied clients may seek out practices that offer more responsive care, potentially leading to decreased client retention, reduced referrals, and risk of negative reviews.

The Growing Expectation for After-Hours Support

Why are clients increasingly expecting after-hours support? Simply put, we live in an era where accessibility and continuous care have become the norm. Pet owners now anticipate the same level of access to veterinary care for their pets as they do for themselves - around the clock.

In response to this growing demand, many forward-thinking practices are reevaluating their after-hours care models. From telemedicine consultations to partnerships with after-hours support services, the most successful practices adapt to meet their clients' evolving needs.

Meeting Client Expectations with Effective After-Hours Solutions

What are the alternatives if voicemail and ER referrals are no longer enough? One of the most effective solutions is partnering with after-hours support providers that utilize US-credentialed technicians. These professionals are trained to manage after-hours inquiries and triage concerns and offer guidance on whether an emergency visit is necessary, ensuring your clients receive the support they need when they need it most.

By outsourcing after-hours support, you provide peace of mind for your clients and alleviate the pressure on your team, allowing them to maintain a healthier work-life balance. This balanced approach can enhance overall client satisfaction and contribute to the long-term success of your practice.

Success Story: Thriving with After-Hours Support

In a recent conversation, a longtime partner with GuardianVets mentioned five other practices within a 10-minute radius of theirs—meaning the competition is fierce. They started looking into virtual partnerships to help with client support to stand out. Once they started working with GuardianVets, they noticed that their DVMs were able to balance out their lives since they no longer worried about being responsible 24/7. 

They also started hearing from clients about the peace of mind they felt being able to talk to a professional any time of day. The educated responses they receive make clients feel much more at ease, and the individualized protocol makes a seamless extension between our team and theirs. By offering this service complimentary to their clients, this practice is seeing increased client satisfaction and giving themselves a leg-up to their competition. 

Why Now Is the Time to Rethink Your Approach to After-Hours Support

As the veterinary industry continues to evolve, providing after-hours support is becoming less of an option and more of a necessity. Practices prioritizing client experience and offering continuous care are positioning themselves for sustained success in a competitive marketplace.

If your practice has not yet embraced after-hours support, now is the time to reassess your current approach. By offering more than just voicemail or emergency referrals, you can strengthen your relationships with clients, enhance your practice’s reputation, and ultimately deliver better care.

GuardianVets is here to help. Our team of native English-speaking, US-credentialed technicians is ready to provide the after-hours support your clients need, ensuring that your practice remains responsive and reliable, day or night. Let’s work together to enhance your client experience and position your practice for success.