Can technology save the veterinary profession?

RE: Can technology save the veterinary profession?

cairncross — Tue, 24 Oct 2023 23:33:07 GMT

Certainly those clients who want a purely transactional service exist I don't want them . Veterinary isn't a binary digital service. We make all sorts of critical decisions based on experience knowledge hunch pragmatism . We have 5 or 10 mins to do this for maybe 40 quid. I find those transactional clients to feel I have paid 40 pounds to have my dog better , it's not better you have failed , I shall go elsewhere, /demand a refund / make complaint.

We are very far from perfect everything we do is highly compromised by budget timing client compliance biology limited to no absolute facts. For the masses we are not providing a service that remotely stands up to scientific medical scrutiny . We are providing best possible but we don't have half a day to inform and record these compromises we have 20 Min to listen examine plan and dispense and record. This requires client relationship and trust to bridge the otherwise insurmountable gap . Trust that goes both ways ,

Mobile phone brilliant peace of tech to help organise veterinary remember before this.

The independent vet business is in a very arrogant position probably. . We are mostly 40to 60 we have already declined and opted not to go corporate currently we spend our time fighting off customers , closing books abandoning certain types of work . We are having to have the phone line open less and less putting it over to an emergency only message to restrict access and demand. If tech made client contact and reception more efficient vets can't cope with demand .

Repeat prescription pos an area where an electronic system could help except electronic clients actually want a prescription to buy online and these are difficult when vets have no spare time to deal with these even if mostly pre prepared often the result is a lost client who are angry about having to pay for prescription or waiting for vet to have time to sign it off. .

RE: Can technology save the veterinary profession?

Arlo Guthrie — Tue, 24 Oct 2023 22:30:20 GMT

[quote userid="25265" url="~/f/non-clinical-questions/30799/can-technology-save-the-veterinary-profession/242709#242709"]Making this available doesn't rule out a phone system and a sympathetic ear. It helps free up time for the people that really need it.[/quote]

Ben Walker. - that’s precisely my point, put rather better than I have so far!

RE: Can technology save the veterinary profession?

Ben Walker — Tue, 24 Oct 2023 20:03:32 GMT

[quote userid="2100" url="~/f/non-clinical-questions/30799/can-technology-save-the-veterinary-profession/242706#242706"]But I gather the ownership model is very different.[/quote]

They say it is, but many of the corporate models are different in their own ways. Some have vet ownership at practice level (Pets at Home Vet Group - Vets4Pets/Companion Care, and Medivet), some are publicly traded (CVS, Pets at Home Vet Group) or backed by a long-term investor (Linneaus), others are backed by private equity (IVC Evidensia, VetPartners, and Medivet).

The press release says they are looking at a share option scheme but their slide deck says it will be a profit share. Not quite the same thing.

Compare with Pennard Vets, who have seven clinics owned as an Employee Owned Trust, and I think their ownership model is closer to the equity backed cohort than they are admitting. I'm not sure it's a bad thing. But vet ownership is a vague term and is not novel.

[quote userid="2131" url="~/f/non-clinical-questions/30799/can-technology-save-the-veterinary-profession/242705#242705"]What the minority object to is being completely shut out[/quote]

I completely agree. The software we are commissioning is for internal use. Our clients hopefully won't even know it's there. We see a lot of older clientele where they might not even have an email address, let alone a smartphone. We do provide online payments, email appointment confirmations, and the like, but are just as happy posting an invoice and banking cheques. What I want to do is free up time for phone calls so we can chat and support our clients.

However, if I were in London, targeting a young demographic, as a general practitioner, I'd be silly to overlook the benefits of telemedicine, online bookings, and online prescriptions. Making this available doesn't rule out a phone system and a sympathetic ear. It helps free up time for the people that really need it.

RE: Can technology save the veterinary profession?

Arlo Guthrie — Tue, 24 Oct 2023 13:45:09 GMT

[quote userid="25265" url="~/f/non-clinical-questions/30799/can-technology-save-the-veterinary-profession/242695#242695"] It looks less like a model for independents and more like a model for how to build a new corporate.[/quote]

That was my thought exactly, Ben. But I gather the ownership model is very different.

[quote userid="2131" url="~/f/non-clinical-questions/30799/can-technology-save-the-veterinary-profession/242705#242705"]

"Pet parents"?

Arlo, I thought you had vowed to consign to the WPB any press release that used that yukky term.

[/quote]

Laughed out loud. Yes indeed. But I don't remember seeing the term in the press release.

[quote userid="2131" url="~/f/non-clinical-questions/30799/can-technology-save-the-veterinary-profession/242705#242705"]Homo sapiens is, as far as I can see, a social species of animal. That means we need gregations and separations, interactions, families, verbal communications, communications via facial expression and body language... Staring at a little screen, tapping at a keyboard, swiping left, right and centre, indulging in the addictive c**p of Twitface and the like, contributing to the goldmines of Mark Zuckerberg, Elon Musk and other excessively powerful people; are not a poor substitute, they are no substitute at all. No wonder "mental health issues" are apparently increasing.[/quote]

I totally agree, and do you know what, I think I sense that things are changing on that front.

When social media first arrived, lots of people, self included, used it all the time. It had huge novelty. I loved that I would hear from people I'd lost contact with years ago. I'd use it to share a lot of stuff with friends and family.

Most of my friends and family have left Facebook now, so there's not much reason for me to share all that data with Zuckerberg any more.

So I don't!

I deleted all the content on my personal FB page a few weeks ago, and now only use FB to promote my reviews.

I don't think I am alone. think everyone is becoming more selective about what they post, and where.

Personally, I use a couple of forums where I can get help with the technicalities of film and photo editing. I use Facebook and all the rest just to promote my reviews. I'd be more inclined to post a personal photo on Instagram these days, because other members of my family are there.

The same is true of apps and the like. People only keep using the ones that offer a real benefit, such as saving time (in order, perhaps, to spend more of it interacting with friends).

This is really what I am trying to say about tech in veterinary practice. The stuff that saves clients' or staff time, doing stuff that involves little human interaction, or low quality interaction, can then be spent having more interaction of a higher quality.

In simple terms, automate the telephone system and with the time saved go and have a drink with a friend.

(of course it's not quite that simple, but my point is the broad principle).

RE: Can technology save the veterinary profession?

Evelyn Barbour-Hill — Tue, 24 Oct 2023 12:40:18 GMT

"Pet parents"?

Arlo, I thought you had vowed to consign to the WPB any press release that used that yukky term.

Two points.

Firstly. Sure, some people actually like doing everything online or with an "app" on a "Smartphone". Such people are perhaps even a majority. The minority can see that and have no objection to the majority doing what they prefer. What the minority object to is being completely shut out (as with council car parks of recent notoriety where you have to pay with an "app" or not park), or being patronisingly "catered for" with "special arrangements" .

Secondly. Homo sapiens is, as far as I can see, a social species of animal. That means we need gregations and separations, interactions, families, verbal communications, communications via facial expression and body language... Staring at a little screen, tapping at a keyboard, swiping left, right and centre, indulging in the addictive c**p of Twitface and the like, contributing to the goldmines of Mark Zuckerberg, Elon Musk and other excessively powerful people; are not a poor substitute, they are no substitute at all. No wonder "mental health issues" are apparently increasing.

RE: Can technology save the veterinary profession?

Ben Walker — Mon, 23 Oct 2023 17:42:44 GMT

Arlo Guthrie, maybe the issue was how you phrased the question. From what I can see, Creature Comforts' 3-year plan is to open 7 premises with an ultimate goal of 100. It looks less like a model for independents and more like a model for how to build a new corporate. The press release has limited info and the tech is just one part of their proposal. Their slide deck for investors was helpful (Business Insider) to understand what they are really doing, and most of it isn't particularly new or controversial.

The problems they are trying to fix are: impersonal care, opaque pricing models, tired clinics in need of repair, weak branding, overworked vets, unsustainable caseloads, and lack of ergonomic work environments.

They talk about "modern pets and parents", offering a "community hub with great coffee" and that "there's a new breed of pandemic pet parent... 59% aged 16-34". This is clearly their target demographic.

Their solutions are: capping their registered client (member) base per clinic, using an (optional) membership model for regular income and customer loyalty, adopting a simplified pricing structure, investing serious capital in their retail spaces, developing bespoke software to reduce administrative burdens (yes, this includes online bookings, payments, some healthcare info, and some telemedicine capabilities), and commissioning co-branded products.

I personally think capping their client base is the proposal that will have the biggest effect; something I remember Brian Faulkner was recommending early on in my career.

Will they maintain the capital expenditure on their premises and hold true to the capped client base when they have venture capitalists looking to maximise their returns? We'll find out in 10 years.

As for whether technology can save the veterinary profession? It's just a tool. We are exploring bespoke software at the moment. We are getting busier and a more efficient workflow should help us keep the relaxed, chatty environment with as much time as our clients need. We could have employed more staff, but we pay our care coordinators well, we like having a small team, and the tech makes sense.

RE: Can technology save the veterinary profession?

Arlo Guthrie — Mon, 23 Oct 2023 14:57:41 GMT

[quote userid="19228" url="~/f/non-clinical-questions/30799/can-technology-save-the-veterinary-profession/242687#242687"]People have pets for the social interaction they bring they are a biological interaction . They want to speak to the receptionist , the other clients and compare their flossy to the others Sammy. They positively delight in that interaction. The receptionist knows about their sons rugby , the problem with their own hernia their holiday in Crete or Carnlough.[/quote]

cairncross James, a powerfully argued point, and I don't disagree with you that people like human interaction. We are a very sociable species.

My point is just that you can't say 'all' clients want to come and have a natter with their receptionist about their son's rugby.

Some will want that, a significant number wont.

I would suggest that, for example, the owners of younger dogs will likely not visit frequently enough to strike up that depth of friendship with the receptionist.

I'm in that category of infrequent visitor. My wife is too. We wouldn't discuss our holiday plans or our children with anyone other than our friends. So we wouldn't get that added value from talking to the receptionist that we saw for ten minutes 8 months ago.

Sure, it's nice to say hello and be greeted warmly, but that's not quite on the same level as you are describing.

So my argument is just that for busy clients who don't have that level of relationship, the speed and convenience of booking by app outweigh the perhaps more impersonal method of booking the appt online.

But the receptionist, with less calls to take, then has time to fuss over more clients in the waiting room, get them a cup of coffee etc., which is where they would (I suggest) make a far bigger impression.

RE: Can technology save the veterinary profession?

Arlo Guthrie — Mon, 23 Oct 2023 10:32:45 GMT

[quote userid="2131" url="~/f/non-clinical-questions/30799/can-technology-save-the-veterinary-profession/242689#242689"]No, what they really want is for a human being to answer the phone without much delay[/quote]

Evelyn Barbour-Hill The point I'm trying to make is that is it not that black and white.

Some people for sure want the human contact of a telephone call. They are perhaps lonely, and gain huge value from the receptionist treating them as a friend (though I am not saying you have to be lonely to enjoy human contact!).

Some people very definitely do not want that.

They have plenty of friends/social interaction in their day to day lives already, and they are busy (we all are these days).

They don't know when they dial the practice whether someone will answer, or whether it will be one of those infernal call queuing / routing machines, and nor do they know how long it will take them to answer and deal with their enquiry. Often, phones are not answered promptly.

For these people, the predictability of picking up your phone (which 99% of the population has already forked out for), picking a date and time in an app and pressing 'submit' is infinitely less faffsome to ringing.

All I am talking about here is meeting the needs of both groups in a way that also makes things more efficient, and therefore frees time for you to give a better face-to-face experience for clients when they need and want it.

RE: Can technology save the veterinary profession?

Evelyn Barbour-Hill — Sun, 22 Oct 2023 22:35:19 GMT

No, what they really want is for a human being to answer the phone without much delay, a human being who can then arrange an appointment of promptness appropriate to the need. A human being who will either treat the caller as a friend or at least make a good pretence of doing so.

Nobody really likes call queuing systems but most people I know would rather sit on one for a few minutes than faff around with an "app" (to use which they have had to fork out a large sum for a "smartphone") which if it works right will give them an appointment which may or may not be soon enough, and find when they arrive at the practice that the "app" didn't work properly and their appointment doesn't exist.

RE: Can technology save the veterinary profession?

cairncross — Sat, 21 Oct 2023 22:37:43 GMT

People have pets for the social interaction they bring they are a biological interaction . They want to speak to the receptionist , the other clients and compare their flossy to the others Sammy. They positively delight in that interaction. The receptionist knows about their sons rugby , the problem with their own hernia their holiday in Crete or Carnlough. The demand for this interaction has increased not decreased as everything else goes online , shopping ,grocery delivery working from home social media . Pretty sure this need for live interaction with living creature has driven the demand for pets and how clients treat and interact with them .

Online records would be the end of veterinary suddenly there will be a plethora of claims companies willing to scrutinize or just a series of online advisors who will fior a fee look at the records and provide a report based on their absolute certainty that the vet should have treated the dog with sweet potatoe and Benweed extract . And did you know that in the small print X drug the vet just dispensed kills dogs kidneys .

RE: Can technology save the veterinary profession?

cairncross — Sat, 21 Oct 2023 21:56:08 GMT

We don't have appointments , people wait in a line first come first served . They do not like it one bit they complain about it all the time several times per day . Since we moved to this system we have got very much busier gained clients and turnover significantly. People really are pissed off with the q but obviously not as pissed off waiting an hour or 2 in a q as having to wait days to weeks for a real appointment or facing a virtual unreality consult .( We see the confused outcome of these regularly) or trying to fathom an online appointments system.

Whatever some clients want I don't want the cold electronic interaction , carrying out the protocol now pay the machine 1984 style grey nightmare. I want the variety of humanity to make the day interesting . I want the bonkers ones Mrs Garlic who thinks her dog is being poisoned by Freddie Mercury, old Mr Williams who we regularly spend time looking under the car seat for his chihuahua which sometimes he has forgotten to bring or Barbara whose chest toots the horn on her steering wheel each time she drives forward. Even the more nasty or complaint types are at least not boring and sometimes the challenge is rewarding . I really don't want the monotone client who treats the process as a transaction these frighten me , veterinary biology animals and disease don't work this way . It's not a controlled transaction it's always a multifactorial gamble like any human interaction.

At some point technology will reach the point I become a retention statistic .

RE: Can technology save the veterinary profession?

Dinu Catilina — Sat, 21 Oct 2023 16:34:43 GMT

[quote userid="2100" url="~/f/non-clinical-questions/30799/can-technology-save-the-veterinary-profession/242684#242684"]I too do not want to be offensive, but that does seem quite closed-minded to me. [/quote]

I actually agree with you on this one

RE: Can technology save the veterinary profession?

Arlo Guthrie — Sat, 21 Oct 2023 14:51:54 GMT

[quote userid="9239" url="~/f/non-clinical-questions/30799/can-technology-save-the-veterinary-profession/242681#242681"]Sure Arlo, what do we know? I mean we do speak with clients everyday but it's probably irrelevant. [/quote]

Dinu Catilina I never said anything of the sort, of course it's relevant. But honestly, I think you are misunderstanding what I am saying (which is probably my failure to explain myself well).

[quote userid="9239" url="~/f/non-clinical-questions/30799/can-technology-save-the-veterinary-profession/242681#242681"]You are not representative for most clients. And I really don't want to offend you but you are the worst type of client that nobody wants. [/quote]

I loved that remark: "I don't want to offend you but now I'm going to write something really offensive".

I'm not sure how you decide whether I'm representative or not, or why you have decided I'm the worst kind of client. Maybe I am, but from my perspective, I am the sort of person who wants to properly understand the detail of what I am being advised, and all the options. I am careful with money too. I guess that does make me a bit of a nightmare, because the best clients are unquestioning. But am I unrepresentative or unusual? If so, I am surprised, because I thought the whole world checks google first these days!

[quote userid="9239" url="~/f/non-clinical-questions/30799/can-technology-save-the-veterinary-profession/242681#242681"]

Arlo Guthrie said:
Do you really believe that people want to ring and sit on a call queuing system to book an appt?

Yes

[/quote]

The truth is, of course, that some people like sitting in a call queuing system and some don't. I would suggest that the majority don't, but I may be wrong. But that is irrelevant. If some don't and you can offer them an easier way to book, then you can reduce the call volume for your receptionist and make more efficient use of their time.

[quote userid="9239" url="~/f/non-clinical-questions/30799/can-technology-save-the-veterinary-profession/242681#242681"]

Arlo Guthrie said:
Do you really believe that people want to flog all the way across town and struggle to find a parking place for a flea treatment, wormer etc?

Yes. I see it every day. Even more, I see clients moving to another town and still coming to the same practice as before. I see clients travelling one hour or more to see a specific vet they like.

[/quote]

That's not the same thing. In the case of a chronic condition, I too would travel further to see the same vet. My point was reducing the need to flog over to the practice for something that could be done via a face to face video call.

[quote userid="5012" url="~/f/non-clinical-questions/30799/can-technology-save-the-veterinary-profession/242683#242683"]That will not be possible under our new guidance.[/quote]

OK - fair point, but there are other things, like follow up checks.

[quote userid="9239" url="~/f/non-clinical-questions/30799/can-technology-save-the-veterinary-profession/242681#242681"]

Arlo Guthrie said:
Once again, if a percentage of follow up consults can be done online, for example, then that frees up resources to offer a better service to those that do need to come in.

I was talking from the perspective of the client. This is an argument for what the practice might want.

[/quote]

No, Dinu, I wasnt thinking about it from the perspective of the practice. I was thinking about it from the perspective of the client. Or rather those clients for whom working more efficiently has freed up resources for you to offer a better service.

[quote userid="9239" url="~/f/non-clinical-questions/30799/can-technology-save-the-veterinary-profession/242681#242681"]

Arlo Guthrie said:
Do you really believe that people don't want to have access to the pets medical records at the touch of a button, so that apart from anything else, they can remind themself what the vet actually said later?

Yes, most don't care if they have access to records or not. Humans don't have instant access to their medical records and it's not a big deal.

[/quote]

I think you are probably right that most people don't care, because they have never had it before, but I bet you that if they did have it, they'd value it.

Not to mention that, as I was discussing with Russell the other day, and he said, it's something that adds an extra sense of value when a client goes away, and then has easy access to see all the different things which have gone into their dog's recent treatment (as opposed to just leaving with a bill).

[quote userid="9239" url="~/f/non-clinical-questions/30799/can-technology-save-the-veterinary-profession/242681#242681"]

Arlo Guthrie said:
Do you really believe that people don't want the convenience of viewing their account / paying bills online?

Yes, some still pay cash.

[/quote]

Well, you said it! "Some still pay cash".

"Some" being the operative word. A diminishing "some" too.

I am not suggesting that you stop taking cash, just that you offer alternatives for those clients that want it, of which I have no doubt there are an increasing number. I repeat, this is not a binary choice. It's about using tech to offer added value and convenience for those that want it.

[quote userid="9239" url="~/f/non-clinical-questions/30799/can-technology-save-the-veterinary-profession/242681#242681"]That's only OOH advice which all practices that do their own out of hours do already and for free. And yes I believe clients would rather call and talk to a vet than through an app. [/quote]

Funnily enough, I was talking to someone the other day who unprompted was raving to me about how amazing it was that they had been able to get advice from a vet face to face in the middle of the night via an app. And when you look at the number of virtual consultations being conducted already, it is quite clear there is a demand for it. My point again is that the mistake here would be to look at this binarily. It's demonstrably not the case that all clients want to call and talk to a vet and none want a face to face call with a vet via an app.

Incidentally, I am not sure I understand how you make the distinction between calling a vet face to face via an app (one operated by the practice) and ringing on the telephone. I would have thought it would be more reassuring for the client to see the vet they are talking to and show them the animal.

I cant help feeling that you must think I mean apps run by third parties. I don't. I mean using an in house app to enhance the OOH service offered in house. And free, if that is your choice.

My thinking is that by triaging via a face-to-face call with a vet from the practice via an app, you might make it easier to provide the OOH service in house (because the vet can take the call from anywhere).

[quote userid="9239" url="~/f/non-clinical-questions/30799/can-technology-save-the-veterinary-profession/242681#242681"]There is tech and tech. I don't see apps as tech. I see as tech my ultrasound, my endoscopes, my new kit. That's the real tech. [/quote]

I too do not want to be offensive, but that does seem quite closed-minded to me. It's saying "I am only interested in tech that helps me treat animals, I am not interested in any tech that might help make my workflow more efficient, or give my clients more options, or by working more efficiently, reduce costs. Full stop. So there."

Don't get me wrong, I am NOT saying it is a good idea to remove the personal element and have everything done by machine / app etc.

What I am saying is that you need to look at this kind of tech differently. Not just dismiss it: instead ask how could it help achieve greater efficiency in those things which don't need the face to face element (ie the telephone call queuing) in order that you can focus your efforts on the things that really do matter.

[quote userid="5012" url="~/f/non-clinical-questions/30799/can-technology-save-the-veterinary-profession/242683#242683"] I am all in favour of using technology to make things better or easier, but there are limitations of course.[/quote]

This is all I am saying! And Clive Ansell of course I absolutely agree there are limitations which you will be far better placed than me to judge.

RE: Can technology save the veterinary profession?

Clive Ansell — Sat, 21 Oct 2023 08:58:09 GMT

[quote userid="2100" url="~/f/non-clinical-questions/30799/can-technology-save-the-veterinary-profession/242680#242680"]Do you really believe that people want to flog all the way across town and struggle to find a parking place for a flea treatment, wormer etc? I'd rather have an online consult for that, and in fact, I would be FAR more likely to worm or treat for fleas regularly if access to the vet was, er, more accessible. [/quote]

That will not be possible under our new guidance.

As of January 12th now, all POM-V antiparasitic drugs can only be prescribed follwing a physical examination and consultation with a veterinary surgeon, so I'm afraid you will have to flog across town and park the car somewhere. This is becoming an absolute requirement and cannot be circumvented with an app, a smart phone or even ones own satellite.

The only alternative would be buying non prescription products online, but many are ineffective and don't work.

[quote userid="2100" url="~/f/non-clinical-questions/30799/can-technology-save-the-veterinary-profession/242680#242680"]It's not a choice of one thing vs the other. It's using one to enhance the other.[/quote]

Very true, and I am all in favour of using technology to make things better or easier, but there are limitations of course.

RE: Can technology save the veterinary profession?

Dinu Catilina — Sat, 21 Oct 2023 00:17:22 GMT

[quote userid="2100" url="~/f/non-clinical-questions/30799/can-technology-save-the-veterinary-profession/242680#242680"]I am really sorry, but it is you two that are barking up the wrong tree here![/quote]

Sure Arlo, what do we know? I mean we do speak with clients everyday but it's probably irrelevant.

[quote userid="2100" url="~/f/non-clinical-questions/30799/can-technology-save-the-veterinary-profession/242680#242680"]A lot of people really dont care about this at all, they just shop around for the cheapest option. For me, it is ONLY important when it comes to a chronic illness. Honestly, I don't care at all which vet advises me on the right flea treatment. [/quote]

You are not representative for most clients. And I really don't want to offend you but you are the worst type of client that nobody wants.

Yes

Yes. I see it every day. Even more, I see clients moving to another town and still coming to the same practice as before. I see clients travelling one hour or more to see a specific vet they like.

[quote userid="2100" url="~/f/non-clinical-questions/30799/can-technology-save-the-veterinary-profession/242680#242680"]Once again, if a percentage of follow up consults can be done online, for example, then that frees up resources to offer a better service to those that do need to come in. [/quote]

I was talking from the perspective of the client. This is an argument for what the practice might want.

[quote userid="2100" url="~/f/non-clinical-questions/30799/can-technology-save-the-veterinary-profession/242680#242680"]Do you really believe that people don't want to have access to the pets medical records at the touch of a button, so that apart from anything else, they can remind themself what the vet actually said later? [/quote]

Yes, most don't care if they have access to records or not. Humans don't have instant access to their medical records and it's not a big deal.

[quote userid="2100" url="~/f/non-clinical-questions/30799/can-technology-save-the-veterinary-profession/242680#242680"]

Do you really believe that people don't want the convenience of viewing their account / paying bills online?

[/quote]

Yes, some still pay cash.

[quote userid="2100" url="~/f/non-clinical-questions/30799/can-technology-save-the-veterinary-profession/242680#242680"]And in fact, what Russell (owner of the practice I wrote about) is talking about is using the tech to offer a much more seamless level of care, where I believe that rather than sending clients off to distant OOH hospitals in the middle of the night, they do the OOH by online consult in the first place.[/quote]

That's only OOH advice which all practices that do their own out of hours do already and for free. And yes I believe clients would rather call and talk to a vet than through an app.

[quote userid="2100" url="~/f/non-clinical-questions/30799/can-technology-save-the-veterinary-profession/242680#242680"]I repeat, tech should be used to ease the workload and make things more efficient so that you can focus on providing a better personal service. A more affordable personal service. [/quote]

There is tech and tech. I don't see apps as tech. I see as tech my ultrasound, my endoscopes, my new kit. That's the real tech.

Please don't get me wrong. I wish all the best and genuinely want this startup to be a success, I don't have anything against it. I just disagree with your statements in this post.

RE: Can technology save the veterinary profession?

Arlo Guthrie — Fri, 20 Oct 2023 16:44:53 GMT

[quote userid="9239" url="~/f/non-clinical-questions/30799/can-technology-save-the-veterinary-profession/242677#242677"]Most of our clients want the exact oposite. [/quote][quote userid="12375" url="~/f/non-clinical-questions/30799/can-technology-save-the-veterinary-profession/242679#242679"]Honestly Arlo you are barking up the wrong tree.[/quote]

I am really sorry, but it is you two that are barking up the wrong tree here! (Dinu Catilina and Alastair Welch)

You are thinking about technology as though it is in competition with a personal service.

It is not.

If used correctly, it ENHANCES the personal service you offer.

Dinu, you said your client's want an affordable, in house, stable, face-to-face service.

Affordable - YES. In house YES. Stable - I think it depends on the condition. A lot of people really dont care about this at all, they just shop around for the cheapest option. For me, it is ONLY important when it comes to a chronic illness. Honestly, I don't care at all which vet advises me on the right flea treatment.

Do you really believe that people want to ring and sit on a call queuing system to book an appt? I'd rather book appts through an app at the press of a button, which means less calls to the practice and therefore a better, more personal service for those who do want to ring.

Do you really believe that people want to flog all the way across town and struggle to find a parking place for a flea treatment, wormer etc? I'd rather have an online consult for that, and in fact, I would be FAR more likely to worm or treat for fleas regularly if access to the vet was, er, more accessible.

Once again, if a percentage of follow up consults can be done online, for example, then that frees up resources to offer a better service to those that do need to come in.

Do you really believe that people don't want to have access to the pets medical records at the touch of a button, so that apart from anything else, they can remind themself what the vet actually said later?

Do you really believe that people don't want the convenience of viewing their account / paying bills online?

And in fact, what Russell (owner of the practice I wrote about) is talking about is using the tech to offer a much more seamless level of care, where I believe that rather than sending clients off to distant OOH hospitals in the middle of the night, they do the OOH by online consult in the first place.

I repeat, tech should be used to ease the workload and make things more efficient so that you can focus on providing a better personal service. A more affordable personal service.

It's not a choice of one thing vs the other. It's using one to enhance the other.

RE: Can technology save the veterinary profession?

Alastair Welch — Fri, 20 Oct 2023 16:19:50 GMT

Honestly Arlo you are barking up the wrong tree. This is precisely what clients don’t want. They want personal face-to-face care, a human being who works in the practice to answer the phone and as little interaction with a machine as possible. Practices who can provide this will continue to thrive- it’s just that doing so can be difficult.

RE: Can technology save the veterinary profession?

Dinu Catilina — Fri, 20 Oct 2023 13:36:31 GMT

[quote userid="2100" url="~/f/non-clinical-questions/30799/can-technology-save-the-veterinary-profession"]

Primarily using tech to offer seamless veterinary care where owners have access to everything on an app developed by the practice itself - appt booking, payments, advice sheets, OOH help, online consults, the whole shooting match.

https://www.vetsurgeon.org/b/veterinary-news/posts/vet-start-up-promises-to-fix-broken-veterinary-care-with-tech-287983828

This surely is the way of the future, and I think the only way that independents can compete with corporates.

[/quote]

Most of our clients want the exact oposite. They want an affordable, in house, stable (seeing the same vet) and face to face service. I wonder if changes in the profession are pushed towards what we think the clients want or what we want rather than what they really want. Like the "gold standard" care.

RE: Can technology save the veterinary profession?

Clive Ansell — Fri, 20 Oct 2023 07:04:27 GMT

I'm not sure about their all access plan at £240 a year with unlimited consultations.

I think if they are not careful, they will be inundated with a load of pointless consultations for trivial nonsense, where a wait and see approach or telephone advice would surffice. I have worked in practices with similar schemes.

RE: Can technology save the veterinary profession?

Clive Ansell — Fri, 20 Oct 2023 06:55:32 GMT

[quote userid="2100" url="~/f/non-clinical-questions/30799/can-technology-save-the-veterinary-profession"]I think the only way that independents can compete with corporates. [/quote]

The independents I know are doing very well in their own right and don't need any help competing with local corporates. They're busy and have waiting lists of clients to join them. Clients are moving to them from the corporates.

If someone 30 years younger and keener than I, was wanting to put up their own plate, the time is right.