Communication modes have come a long way since Alex Bell called his friend, Watson.
The text message, IM, Snapchat, Instagram, Tweet, email, Facetime, Skype, Facebook Messenger, online schedulers, and cell phone calling, have changed how we stay connected. With increasing frequency, my offices receive emails and Facebook messages regarding scheduling appointments, medication refills, and fees.
In addition to answering phones and dealing with walk-in traffic and emergencies, staff are finding serious health concerns buried amidst cute pictures of animals and spam email. Staff duties do not facilitate receptionists to constantly check every possible mode of communication. It’s important that pet owners learn how to get the best personalized service and response from their individual vet's office.
Recently, we were alarmed to read a message through Facebook regarding a dog that was actively bleeding. When staff are using the computer to write prescription labels, schedule appointments, and create vaccine reminders, they cannot check Facebook notifications.
I've been considering creating guidelines for our clients, so they can use the best method to conveniently communicate their needs based on the level of urgency. Before I could do so, interactions with my kids made me realize that my understanding of generational differences in communication required outside help.
A few weeks ago, I was about to call my daughter to wish her well on her final exams in college. My son stopped me abruptly and said, “You should text her first to make sure it is okay to call her. What if you interrupt her in the middle of something important, like studying?"
I laughed and thought he must be joking, but then I realized he was serious. For people who've grown up with smart phones, the phone is often not even used for speaking, while texting is the preferred method of communicating.
Having acknowledged how people communicate most often with their peers, the best form of communication with a professional office is still the phone call. But the good news is that there are times when you can send messages and info via email or even Facebook. Communication modes vary between professional offices, so check with your vet to confirm the best way to get what you want.
As a rule, if you need something urgently, like a same day or immediate appointment, CALL. Be ready to give relevant information about your emergency or urgent situation, including your pet's and your details. Always ask for the soonest available time and in cases of extreme urgency, ask if you can come directly to the office and let the staff know an estimated arrival time.
Staff appreciate phone contact when scheduling appointments, because it allows them to schedule the appropriate amount of time and match your pet's/you with the veterinarian most skilled and available for your pet's condition.
If you cannot speak by phone, and choose to use online scheduling or appointment requests, be sure to provide as many details as possible, including a contact phone number, email and your pet's prior vet care office/dates.
Email is a great way to request info about office hours, services available and doctors areas’ of expertise. It is also ideal to request refills.
In my offices, we suggest clients give the staff 48 hours notice to fill prescriptions, and 1 week's notice to fill special order/compounded prescriptions. If your pet eats a special diet, be sure to check with your vet's office for the lead time to assure your pet’s food is there when you need it. The email method of preorder allows many of my clients to arrange prepayment - they are able to walk in, pick up their refill, and go.
Email is great way to request copies of vaccine certificates, as well. It saves paper and can be kept on your phone. In email communications, include your full name and contact information. Treat email like you would a traditional letter, addressing a specific person or department, and if you're not sure whom to address, use a general salutation, such as "Appointment Scheduling Staff." Also include the DVM/office you are requesting the info from, your pet's general information, and the current problem.
I receive many emails, with a question such as ,"How much does it cost to remove a tumor?". This question cannot be answered without a lot more information. Veterinarians have patients of many species and sizes. We treat them all as individuals, so a proper answer cannot be given without more specific information.
Facebook communications should be limited to sharing info regarding special events, lost pets, notices or inquiries about illness outbreaks in an area, and sending pics/videos of cuteness.
Remember to ask your vet’s front desk staff for the best way to get the info and services you want. The staff will love you for making their jobs easier!