Just one thing: Take a virtual field trip

How often do you refer clients to a specialist or emergency hospital? For many of us—especially those in urban or suburban areas—it happens regularly, and often to the same trusted local specialists.

But what do you actually know about the client’s experience once they walk out your door?

Recent research (Synchrony Lifetime of Care Study) revealed that while clients value the care they receive through collaborative referral, they often find the process stressful and confusing. This is particularly true around costs and what to expect.

In fact, pet owners are just as concerned about the cost of care as they are about their pet’s medical outcome, and many seek information online before arriving at a specialty hospital.

Here’s one thing you can do this week to help close that information gap for the clients you refer: Take 15 minutes to explore the website of one of your local referral practices.

What can you learn?

Here’s what to look for:

• Location and parking—What’s the easiest way for your clients to get there?
• Their team—Familiarize yourself with the veterinary team members your clients will meet.
• Services offered—You may think you know, but they may have expanded or updated offerings.
• Payment policies and options—Cost is a real stressor for clients. Understanding payment expectations helps you prepare them and can prevent unpleasant surprises.

What are the benefits?

What do you get in return for these 15 minutes?

• A clearer picture of your referral partner’s environment
• The ability to prepare clients with practical details that ease their stress
• A stronger collaborative spirit with your specialty partners
• Potential inspiration for improvements to your own website or client resources

If you want to take it a step further, consider visiting your referral practice in person to meet the team and tour the facility. But don’t let the idea of a perfect visit stop you from doing the simple website review. Your tour of the website can significantly improve your conversations with clients about what to expect when they leave your practice for specialty care.