4 Easy Ways You Can Improve the Pet Owner Experience and YourClinic’s Online Reviews

In today’s digital age, the online presence of a vet clinic is pivotal to its success. From VetCheck’s survey of young pet owners, the top 3 factors influencing pet owner’s clinic choice are location (68.8%), fees (57.9%) and online reviews (56.9%). While the first two factors may be beyond your control, there are three actionable steps you can take to have better reviews. This is key to attracting potential clients as 9 in 10 pet owners who consult reviews state that a clinic must have a 4 star review or higher in order for them to even consider a visit. 

So what can you do to ensure your clinic shines online?

Pet owners prefer clinics with online appointment booking options. Research shows that  4 in 5 pet owners would give a vet clinic better reviews if the clinic provided online appointment booking options. A well-designed and easy-to-navigate website that funnels clients into easily booking an appointment is vital to succeed as a business. Your website is the first place a client can learn about your services and make a decision as to whether or not they would like to visit your clinic. Given the majority of pet owners look online to choose a vet clinic, ensuring your website provides streamlined booking services can be a game changer! 

Pet owners prefer digitised forms and paperwork

3 in 5 pet owners indicated they would give a veterinary clinic better reviews if they implemented digital patient forms. Pet owners don’t want to feel like their time is being wasted at the vet. With the variety of forms required during hospital admission, digitising new client paperwork, consent forms, and health questionnaires can greatly increase a clinic’s efficiency, and reduce time spent printing and filling in paperwork. Sharing these digital forms with clients prior to admission can also be convenient for both pet owners and vet clinics.

More efficient and organised vet clinics ensure patients receive better care, pet owners have a better experience, and clinics receive better reviews

Pet owners prefer digitised pet health records

6 in 10 pet owners reported that they find it challenging to manage all the paper records they receive from the vet. Pet owners generally receive a large volume of health records from their vet that they need to keep track of, such as vaccination records and medical prescriptions. To resolve this issue, digitisation of these records can be implemented by vets, with 92% of pet owners stating that they would find digital health records more convenient. Digitising health records in vet clinics is a client-conscious approach that eases the burden of pet owners organising their documents.

Do pet owners find digital forms more convenient than paper forms?

Pet owners value educational resources regarding pet health. 94% of pet owners felt that digital pet reports with educational videos and informational handouts would help them better understand your pet's health needs and conditions. This is no surprise, with 2 in 5 pet owners feeling unsure or confused after a vet visit. Pet owner confusion may lead to non-compliance and poorer outcomes for pets. Increasing client health literacy through digital educational resources leads to better educated pet owners and healthier pets. Digital discharge instructions can also ensure your client receives all the information they need for appropriate home care. From duration of treatment, potential complications and signs to look out for, you can have peace of mind that your clients have received the instructions they need for positive health outcomes.In addition to this, 4 out of 5 pet owners said that these digital pet health reports would improve their experience at the vet's and encourage them to reward the clinics with higher reviews. 

Do pet owners find digital education resources useful for understanding their pet’s conditions?

Our research has shown that online reviews play a key role in pet owner’s clinic choice and there are simple ways to improve that client experience to encourage these favourable reviews. Investing in well-designed websites with online booking facilities, digitizing patient forms and pet health records, and providing digital educational resources significantly improves your clinic’s online reviews. Positive online reviews not only portray your clinic as efficient and pet-centric, but attract prospective clients, allowing your business to thrive in the digital age of healthcare. However, without a system to quickly and easily receive reviews from clients, your hard work will not be rewarded. Having an automated client survey protocol will ensure your positive reviews are not missed.