Anipanion for Surgical Workflows
Curious how exactly to use Anipanion in a workflow? Here’s an example for surgical drop offs and rechecks! In this workflow, no video is used- only chat! In addition, this workflow is supported almost entirely by technicians and front desk team members- very little veterinarian time is required.
1. At the time the surgery is recommended or scheduled, have the client download the app.
– Send an email to the client directly from the Anipanion Platform for fast access.
– Ask the client to download the app while they are waiting. Send them a message in the app before they leave the practice. This is a great time to leave information on the next appointment, surgery risks and benefits, estimates, authorization forms, and more.
-Tell the client that you’ll contact them the day before the surgery, and to watch for a notification.
2. The day before surgery, send the client a message. Here’s an example:
“Hi Mrs. Smith, Fluffy’s spay is tomorrow! Please make sure she has no food after 10pm and no breakfast tomorrow- this is for her own safety while under anesthesia. We have a few questions for you to answer for us- please send back answers before 7am tomorrow. We expect to see Fluffy at the clinic for a 7:30 drop off- if you have any questions, please leave them for us here and we’ll get back to you soon. Thanks!
Questions: Is Fluffy eating and drinking normally? Any coughing or sneezing? Any vomiting or diarrhea?”
Tip: Don’t close the chat- leave it open for the surgical team to use to communicate the next day.
3. On the day of surgery, send all forms and receipts through the app to keep everything in one place. Add a virtual recheck charge as a part of the overall surgical cost.
-Ask the client to send any questions they have throughout the day through the app. Make sure they know to watch for pick up time and discharge information.
-Send a photo of the pet snuggled into a blanket in their kennel with a cute message to help alleviate the client’s worries.
– Send updates through the day as the pet wakes up from surgery, and inform the client of pickup time.
4. Send the discharge before the client arrives to pick up.
– The doctor can create and send an audio file of instructions through the chat feature- you can complete your discharge while closing up the patient! Make it personalized- “Hi Mrs Smith, This is Dr. Trimble. Fluffy did so great today for her surgery, and she’ll be ready to pick up soon! Here’s what’s important to know…”
– Send pre-made educational material on exercise restrictions, cones, medications, etc
– Ask that the client reviews the material before the appointment for pickup. You’ll find that surgical patient pickups take no time at all when the client has reviewed or listened to the discharge, and has already had a chance to ask questions!
-You can keep the client out of the clinic entirely and provide curbside patient drop off and pick up.
5. Check-in: Later that night or the next day, send a quick note to see how the patient is doing. “Hi Mrs. Smith, just checking to see how Fluffy is feeling after surgery. It’s normal to be a little whiney and confused after receiving the anesthetic medications, but please let us know if she’s acting painful, won’t eat or drink, or has other unusual symptoms. Fluffy’s virtual recheck is next Tuesday morning- we’ll send you a message and ask you to take a photo of her incision at that time. Reach out here with any questions until then!”
6. Recheck: Send a message to the client. “Hi Mrs. Smith, just checking on Fluffy! Please send us a well-lit, clear photo of her incision and let us know how she’s been doing. Don’t forget, she needs to wear her cone and be on leash walks only for 3 more days, and then she’s free!”
-If the recheck photo shows an area of concern, move to a video call or have the client come to the clinic for an in-person recheck.
– You can leave the chat from surgery day open and keep the recheck in the same conversation, or have the recheck be a new conversation. Either way is fine!
– Video call rechecks are also great, but often more difficult to see parts of the body clearly (especially when dealing with wiggly puppies). Sending a chat and giving the client clear expectations on how to obtain the photo provides better images.
What’s great about this workflow?
– No phone or video calls- meaning we can use text short cuts and pre-made materials to work more efficiently, and have conversations with multiple clients simultaneously.
– Almost all of the telehealth is done by technicians or the front desk team. The doctor records the discharge, and thus can stay out of the exam room at the end of the day.
-All conversations with practice team members are transparent- so everyone knows what has been sent and discussed.
– If your PIMS is integrated, the transcript of the conversation and any media files are readily available in the patient’s medical record.
– Limited time for the client to actually be in the clinic. By keeping the majority of communication in the app, the client only needs to be present to pick up and drop off.
– The client has had a positive experience in communicating with the app- meaning they are more likely to reach out via the app later. This is a great way to train clients!
– You can utilize virtual help to provide the vast majority of the communication.
What are our limitations?
– Not all clients are tech-savvy- some may require traditional methods. Even if we can shift 50% of our clients to virtual communication, we can still see a huge increase in efficiency for our teams!