AUTHOR: Marianne van Wyk, CEO of Vetmaster Online

In Part 1 of our three-part series, Marianne van Wyk, CEO of Vetmaster Online, explores the evolving demands of modern veterinary practice. Running a successful veterinary practice today requires a careful balance of clinical excellence, operational efficiency, and sound business management. In this context, digital enablement is no longer optional — it is essential for sustainable, long-term success.

Below are the key areas that no modern veterinary practice can afford to operate without:

1. Workflow management

Many practices lose significant time and revenue due to inefficient workflows. Key Focus Areas:

• Appointment structuring
  • Implement a fully computerised appointment system.
  • Offer your clients a client-facing mobile app that allows them to book appointments with specific veterinarians or departments (e.g. parlour).
  • Optimise reception workload by allowing clients to self-book appointments.
• Time management
  • Use fixed consultation slots (eg 15- to 20-minutes).
  • Block out unavailable times for staff.
  • Separate quick consultations from procedures using dedicated time slots and staff allocation.
• Reduce bottlenecks
  • Front desk staff should not handle clinical queries.
  • Ensure staff operate strictly within their trained roles.
  • Nurses should manage preparation, follow-ups, and discharges.
• Process automation
  • Digitise both intake and discharge procedures to save time.
  • Use a computerised queue management system to track patient waiting times and optimise staff allocation.
• Staff training
  • Ensure all staff are properly trained on their specific workflow responsibilities.
  • Keep staff up to date with all software system updates and ensure full utilisation of your practice management software.
  • Staff interacting with clients must always be available and attentive to maintain a high level of client care.
• Retail and product knowledge
  • Staff should be well informed about all products in the practice/Vetshop.
  • Consider incentive structures to encourage over-the-counter sales.

2. Revenue optimisation (without overcharging)

Many veterinary practices unintentionally lose revenue due to poor systems and lack of structure.

The first step is implementing a powerful practice management system.

Common revenue leaks:

• Missed charges
  • Medications and consumables are often not billed correctly.
  • Implement treatment protocols to ensure all items are charged.
• Free advice
  • Avoid giving unpaid advice via phone or WhatsApp.
  • Use a structured platform such as TeleMaster to monetise consultations.
• Client communication as revenue
  • Convert client interactions into structured, billable services.
  • Reduce phone calls, improve efficiency, and enhance client care.
• Payment discipline
  • Implement a policy where no animal leaves without the account being settled.
  • Operate as a cash practice where possible.
  • Use third-party payment providers like “Mediwallet” to allow clients to pay over time while the practice receives immediate payment.
• Poor follow-up billing
  • One of the biggest risks to cash flow.
  • Use your software system to:
    • Automatically apply interest and admin fees
    • Monitor aging reports daily
    • Always remember: Time = Money
• Discounting strategy
  • Avoid excessive discounting.
  • Rather implement a loyalty programme within your software system to:
    • Retain clients.
    • Encourage repeat purchases.
    • Increase spend within your practice.

3. Client communication (critical for growth):

This is one of the biggest differentiators between practices that grow and those that stagnate.

Best practices:

• Structured communication channels
  • Consistent communication builds client loyalty.
  • Without communication, clients will seek alternatives elsewhere.
• Client expectations
  • Clients can easily compare pricing and purchase products outside your practice.
  • What they value most is convenience, accessibility, and reliable communication.
• Use of technology
  • SMS communication remains highly effective.
  • Avoid unstructured WhatsApp communication.
• Automated reminders
  • Use your system to notify clients about:
    • Vaccinations
    • Tick and flea treatments
    • Prescription renewals
• Follow-up care
  • Post-operative check-ins
  • Chronic care tracking
  • Routine health reminders
• Digital presence
  • Use social media to promote your services and differentiate your practice.
• Mobile App integration
  • Enable appointment bookings via mobile apps.
  • Allow clients to submit photos, videos, and documents.
• Monetised digital consultations
  • Platforms like ‘Telemaster’ allow:
    • Payment before advice is given
    • Structured communication with media attachments

This is just the beginning—stay tuned for Part 2, where we dive deeper into strategies to grow and future-proof your veterinary practice.