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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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© 2020 All rights reserved. Eric D. Garcia
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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© 2020 All rights reserved. Eric D. Garcia
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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© 2020 All rights reserved. Eric D. Garcia
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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© 2020 All rights reserved. Eric D. Garcia
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© 2020 All rights reserved. Eric D. Garcia
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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© 2020 All rights reserved. Eric D. Garcia
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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© 2020 All rights reserved. Eric D. Garcia
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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© 2020 All rights reserved. Eric D. Garcia
COVID-19 Website Announcements 13
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COVID-19 Email Campaign 14
Sent via Pet Health Network Pro
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© 2020 All rights reserved. Eric D. Garcia
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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© 2020 All rights reserved. Eric D. Garcia
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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© 2020 All rights reserved. Eric D. Garcia
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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© 2020 All rights reserved. Eric D. Garcia
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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© 2020 All rights reserved. Eric D. Garcia
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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© 2020 All rights reserved. Eric D. Garcia
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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© 2020 All rights reserved. Eric D. Garcia
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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© 2020 All rights reserved. Eric D. Garcia
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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© 2020 All rights reserved. Eric D. Garcia
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
01
0203
040506
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© 2020 All rights reserved. Eric D. Garcia
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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© 2020 All rights reserved. Eric D. Garcia
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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© 2020 All rights reserved. Eric D. Garcia
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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© 2020 All rights reserved. Eric D. Garcia
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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© 2020 All rights reserved. Eric D. Garcia
Order Food and Medications via App
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© 2020 All rights reserved. Eric D. Garcia
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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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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© 2020 All rights reserved. Eric D. Garcia
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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© 2020 All rights reserved. Eric D. Garcia
Telemedicine is…
Phone Call
VideoTexting
Chatting
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© 2020 All rights reserved. Eric D. Garcia
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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© 2020 All rights reserved. Eric D. Garcia
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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© 2020 All rights reserved. Eric D. Garcia
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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© 2020 All rights reserved. Eric D. Garcia
Resources:ericgarciafl.com/covid-19
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