Pandemic technology, post-pandemic

Processing payments can be added to the tasks done in the exam room. Bigstock/Kukota New technology and innovative solutions flourished during COVID-19, making pet care possible when waiting areas were closed. Now that the worst is seemingly over, is there still a place in veterinary practices for these technologies? Today, more clinics are repurposing those technologies to improve the overall client experience. The most-used technologies that emerged during the pandemic seem to be: 1) Exam room checkouts 2) Inventory management and online ordering 3) AI scans 4) Telemedicine Below is a look at where each of these stands today, with an eye toward the value they bring tomorrow. What other trends and advancements can veterinary practices look forward to over the next few years, particularly as the industry continues to exit the pandemic? Exam room checkouts With clinics deemed essential during the pandemic, it was crucial to keep clients socially distanced, either through curbside care, or while being seen in the office. To that end, practice management software became mobile friendly, and with it, the ability to check a client out curbside or directly at the exam table. While curbside care is not used as often today, closing clients out in the exam room continues to not only make the experience easier overall, but also eliminates the stressful bottleneck that often occurs at the front desk. It is rare to be in a busy veterinary office where there isn’t a long line of clients trying to purchase products, checking in or out while holding animals in their arms or leashes in their hands, animals at the end of those leashes fighting with each other, phones ringing in endless cacophony, and frazzled staff members trying to take care of everyone and everything. During the pandemic, much of that chaos was eliminated due, at least in part, to exam room checkouts. What was born out of necessity to minimize exposure to COVID-19 has now become a way to reduce office stress at the front desk and provide an added convenience to valued clients. They can swipe their credit card and set up the follow-up appointment—all without leaving the comfort and privacy of the exam room. With further advancements in cloud-based technology, this trend will likely continue. Tablets synched effortlessly to the practice management software, along with talk-to-text technology, will make the exam room checkout easier and faster than before. If practices haven’t already added card readers to these tablets or the exam rooms themselves, they soon will, ensuring payment is as seamless as the remainder of the process. Future trends resulting from exam room checkouts include an increase in follow-up appointments for clients and overall efficiency for the office. With more convenience and the ability to see and hear the value of post-appointment care and follow-up appointments directly (less the front desk distractions), clients are more likely to make the next appointment. Further, having the ability to capture the appointment in the exam room before the client leaves the premises saves valuable time for the veterinarian and staff. Inventory management and online ordering Another technological advancement born out of necessity during the pandemic was increased online ordering of supplies and electronic inventory management. Representatives could no longer visit practices to take orders or deliver needed products, so technology had to fill in. Yet, over the past several years, we have all realized how convenient it is to purchase items online. Take online grocery shopping, for example. It was available pre-pandemic, but many people did not seem to trust it, so they continued to shop in person. Then, when we had no choice, we tried it during the pandemic. Soon, we passed the tipping point of our acceptable levels of comfort. Even if we were hesitant before, we saw that it was incredibly convenient and created more time in our busy schedules. We have become accustomed to ordering what we need with a few clicks of our mouse and then having it delivered right to our doorstep. Veterinary practices are no exception. Ordering online is faster, easier, and more efficient. With the increased fine tuning since the pandemic, confidence we will get what we ordered and pay the right price has also increased. Online ordering is still extraordinarily valuable today. While many practices like to see their representatives and vice versa, those visits may look somewhat different going forward. Sales rep visits may not be as frequent as before, but when they do occur, the rep can truly focus on education and awareness around new products and customer service, especially if inventory management is all handled online. Looking ahead, practice management software is getting smarter and smarter. Soon, it will be able to anticipate needs based on upcoming procedures and appointment calendars, compare those needs to current inventory levels, notify the practice when it is low on supplies, and even order products automatically when levels hit certain points. This automation not only frees up time, but also saves the practice money by keeping tighter control over inventory and decreasing waste—not having too much or too little on the shelves. It also allows practices to anticipate inventory requirements in navigating seasonal trends and challenges that have plagued them post-pandemic. In fact, supply chain issues and inflation continue to trend up this year compared to last. The advancements in software are real opportunities for the industry, and particularly distributors, to be proactive rather than reactive regarding inventory management. Future trends The online ordering and inventory management trend will continue not merely for ease, efficiency, and anticipatory actions, but also in an effort to comply with the Environmental, Social, and Governance (ESG) prioritization throughout organizations in every industry. Much of ESG is about sustainability, and an increase in online ordering correlates to a decrease in driving and usage of paper. Less paper, less shipping, and less energy means greener practices. Artificial Intelligence (AI) scans AI scans became increasingly important during the pandemic. At a time when access to radiologist specialists was drastically limited, this technological tool gained momentum quickly. Instead of having to wait to find a radiologist to review an X-ray, an AI scan could read it in a matter of minutes and provide valuable information as to the condition of the pet. Depending on the outcome, the veterinarian could determine if a specialist was needed to confirm the findings with teleradiology. AI scans are here to stay. With AI, a screen can be quickly viewed and issues quickly identified. In some instances, it can even determine what treatment is needed. As always, what is happening in human medicine is happening in the veterinary industry. With both, there is an enormous backlog of scans that AI is being used to address. Most practices will use AI scans and then send a portion of their cases out to be read by a radiologist specialist. This trend will continue, as veterinary schools are no longer even teaching students how to read scans as part of the curriculum. Rather, they are trained to send their cases out to specialists, regardless of the presence of a worldwide pandemic. While AI has grown tremendously, the technology is still learning and advancing. AI gets more accurate (smarter) the more it is used. As such, this progression will continue over time. Future trend: What we will see more of in the future is a deeper understanding of the value between the human touch and technology. No client wants a purely technological review of their beloved pet. They want an actual person who is qualified to make a diagnosis and recommend treatment. AI is one step, one tool to help veterinarians get a more accurate diagnosis much faster than before. AI and veterinary practices are not mutually exclusive. Rather, they create a great partnership. With AI, veterinarians can focus on a specific area based on the preliminary AI scan, helping them make treatment decisions quickly. Telemedicine One of the most impactful developments that occurred during the pandemic was telemedicine. With veterinary practices considered essential businesses, they needed a way to handle non-urgent visits, while still abiding by the mandatory restrictions related to lockdowns and social distancing. Through it all, pets still needed to be seen. The ability to use video conferencing became exceedingly important for veterinary practices. Telemedicine has diminished since the pandemic, due to many factors. Veterinary waiting areas are open again, and telemedicine regulations vary state by state. Yet, many practices will still offer a telemedicine visit for clients who cannot make it in for a personal visit (elderly, short on time, etc.). Once again, it is about convenience and offering a service to clients who may otherwise not be able to get their pet in to be examined. Now that we know it can be done effectively, the telemedicine option is there for those who truly need it most. Future trend: As regulations get better defined, and because of its convenience, telemedicine will likely remain one of many options in the future. Cloud software and economic trends ahead In addition to the trends mentioned above, there are a few notable industry and cloud software solutions also occurring or just on the horizon. Cloud-based software will continue to improve efficiency and workflow, streamlining processes while providing increased service and convenience to clients. The front desk area will become more welcoming, with less distractions and more personalized, authentic greetings and meaningful client interactions. Co-marketing between suppliers and practice management software, including enhanced use of automation, will also continue. For example, to increase awareness about a new service or product, information will automatically be printed on applicable invoices based on the client’s particular behavior or other criteria. Cloud software will effectively predict what is needed and when, even down to the breed, age, and health history of the patient. Getting the message out will become easier with this partnership, as communications becoming even more customized. The increased reliance on cloud software will also continue to have a direct impact on staff. At a time when turnover is elevated across most industries, a priority should always be to help keep staff satisfied and fulfilled in their jobs, not constantly overwhelmed and burnt out. With much of the mundane, day-to-day tasks automatically covered with cloud software and automation, staff is freed up to focus on patients and improving client relations. They will have more time to do the things they love about their work, keep them satisfied, and simultaneously increase the practice’s staff retention and productivity. The longevity of trends is not isolated, though, as they will be impacted by the economy and other external factors. In particular, inflation may play a direct role in much of what we are seeing. As costs rise, practices may be inhibited from further technological investments. Additionally, clients’ approval of certain non-emergency treatment plans and additional services may also decrease as costs increase. These are issues practices should continue to monitor. Two common themes So much of what emerged during the pandemic and what is likely to stay is based in efficiency and sustainability. Most of these advancements make practices faster, leaner, more accurate, and greener. They offer incredible benefits and conveniences to the clients, the patients, the practice, the staff, and even the environment. Veterinary practices have a responsibility to do their part in sustainability, and they take that responsibility very seriously. We learned more effective ways to accomplish these goals and they should not disappear simply because we no longer need them. Rather, they will stay in place because clinics are stronger with them. A software expert for most of her career, Karla King is currently the communications manager for Patterson Veterinary Supply, responsible for ongoing communications with NaVetor and IntraVet customers, helping them get the most out of their software investment through webinars, training, and use of features and integrations. Prior to her role at Patterson, she worked on the development team that first brought other legacy software programs to the veterinary market.

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