In this episode of The Vet Blast Podcast, Dr. Adam Christman joined by Brendan Lynch, VP of Digital Strategy and Client Experience at VCA Animal Hospitals, who not only explains why innovation is important, but also how technology can take the profession to new heights.
According to Brendan Lynch, VP of Digital Strategy and Client Experience at Veterinary Center of America Inc. (VCA) Animal Hospitals, the pandemic led to increased patient demands and higher customer expectations, combined with a shortage of veterinary staff, empathy fatigue and burnout in all teams. Ergo, innovative change is now more than ever indispensable for veterinarians in order to stay healthy and maintain a prosperous profession.
“I believe the time has come to evolve, adapt, and find new and better ways to do things that will help our veterinary teams, our customers, and their pets,” said Adam Christman, DVM, MBA, on this Episode of The Vet Blast Podcast.
Lynch then described the efforts VCA made to adjust practice operations during the pandemic and beyond, including benefits that benefited customers and veterinary staff alike.
“One of the things that I thought was exciting was that [VCA] a lot like … our digital skills are to improve access to care, increase comfort and streamline operational workflows, ”said Lynch. “We saw nearly 50,000 customers use our telehealth services, a 165% increase over pre-pandemic times, and then we sent and received over 11 million SMS between our hospital teams and customers in 2020 alone . “
“We are seeing this rollout accelerate further into 2021, which was a great opportunity to optimize the experience for our customers and employees… This year, to date, we have completed or completed nearly 2 million mobile payment transactions. ,” he added.
Listen to the full podcast below to learn more about VCA’s advances in innovation in veterinary practice.