I save time because I rarely have to call owners who are connected to me on Medici. I don’t have to play phone tag to discuss results or answer the client questions that require a doctor.
I also save time because I can send an asynchronous text message during my workday. I incorporate virtual care into my normal workflow without additional time blocked off in my schedule. The beauty of text message communication is that clients do not get upset if I don’t immediatly respond because texts are asynchronous.
Acceptance of asynchronous communication is not unique to the veterinary space. Think about how you text your friends and family. You might text them back immediately or it could be a few hours. Sometimes you are texting back-and-forth and there is a long pause in the conversation without warning. It might seem like it would make everyone frustrated but culturally we just accept this as the normal rythum of text communication.
I have found my clients follow the same cultural norms and don’t get upset if our conversation is paused when I step into an exam room or do not respond immediatly.
For added customer service Medici helps me set my client’s expectation about the length typical response by posting it at the top of each conversation.
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