GettyImages/vm The veterinary industry is undergoing digital transformation, with new technologies emerging to support patient care, streamline practice management, and enhance client communication. Yet, despite these advancements, many veterinary practices face significant challenges stemming from disconnected systems. When platforms fail to integrate seamlessly, they introduce inefficiencies that can disrupt workflows, strain resources, and negatively impact patient outcomes and client satisfaction. This issue is not just a technical inconvenience but a critical challenge to achieving operational excellence in modern veterinary medicine. The problem: Silos of information In an ideal scenario, every veterinary practice system—from practice inventory management software (PIMS) to inventory tools, telemedicine platforms, and client communication systems—should function as part of a cohesive ecosystem. Unfortunately, this is rarely the case. Instead, these platforms often operate as standalone entities, creating silos of information that hinder productivity. Some consequences of data silos include: Inconsistent data Errors are inevitable when staff members manually transfer information across platforms. Inconsistent patient records, missed updates, and redundant data entries can confuse veterinary teams and erode client trust. For instance, a pet’s vaccination history might be updated in the PIMS but not reflected in the client communication tool, leading to unnecessary reminder messages or missed follow-ups. Administrative overload Veterinary teams are stretched thin, balancing clinical responsibilities with administrative tasks. Manually bridging disconnected systems adds to their workload, reducing the time available for meaningful patient care and client engagement. Compromised decision-making Quick access to accurate and comprehensive patient records is crucial in emergencies or even routine consultations. Disconnected platforms delay access to vital information, potentially affecting the quality of care provided. Loss of efficiency in collaborative efforts Veterinary practices often rely on external labs, referral specialists, and suppliers. When internal systems fail to integrate with these external entities, delays and miscommunications can arise, disrupting workflows and frustrating staff. Operational impacts on veterinary practices The inefficiencies caused by disconnected systems reverberate through every aspect of a veterinary practice. These operational impacts are not confined to day-to-day inconveniences but extend to financial performance, client satisfaction, and staff well-being. Client experience Today’s clients expect seamless, tech-enabled experiences. Practices that cannot provide features like online appointment scheduling, digital reminders, and easy access to their pets’ medical records risk losing clients to competitors who can. For instance, a tech-savvy client might be frustrated if they must call the clinic for appointment confirmations rather than receiving a quick text or email notification. Staff morale and retention The veterinary profession is already demanding, with high rates of stress and burnout. Adding the frustration of juggling multiple, inefficient systems exacerbates these challenges. A team member forced to navigate several disconnected platforms to retrieve patient information or send client updates is more likely to experience burnout, increasing the likelihood of turnover. Workplace burnout is costing the veterinary industry an estimated $2 billion annually,1 according to research conducted by the Cornell Center for Veterinary Business and Entrepreneurship. Financial implications Disconnected systems can lead to revenue loss. For example, missed treatment reminders can result in pets not receiving essential preventive care, such as dental cleaning or annual vaccinations. Each missed appointment represents not only lost revenue but also a missed opportunity to strengthen client relationships and improve pet health. Administrative issues, according to a recent industry survey, are ranked as the primary pain point by veterinarians.2 Impact on patient outcomes Inefficiencies in accessing patient records or coordinating care can lead to delays in treatment or errors in medical decision-making. For instance, a veterinarian needing to consult a pet’s full medical history during surgery might waste precious time toggling between systems or searching for missing data. The broader implications Beyond individual practices, the lack of integration across veterinary platforms has industry-wide implications. Disconnected systems limit the ability to gather and analyze data at scale, hindering efforts to improve public health outcomes, monitor disease trends, and streamline supply chains. Practices without integrated solutions also struggle to adapt to emerging trends, such as the growing demand for telemedicine or wellness plans. The path forward: Integrated solutions While disconnected platforms pose significant challenges, the solution lies in adopting integrated systems. An integrated veterinary platform brings together PIMS, payment processing, client communication tools, and other care technology into a single cohesive ecosystem. These systems can transform veterinary operations, unlocking efficiencies and enabling practices to focus on delivering exceptional care. Benefits of integration Streamlined workflows. Automated data sharing eliminates the need for manual entry, saving time and reducing errors. For example, when an appointment is scheduled in the PIMS, an integrated system automatically updates the client communication tool to send reminders and the inventory system to prepare required supplies. Some practices see as high as 30 percent reduction in call volume, with integrated online scheduling,3 automated reminders and confirmations. Enhanced client engagement. Integrated platforms allow for personalized, timely interactions. Practices can send reminders for vaccinations, provide post-visit care instructions, or share educational content about pet health, strengthening the bond between clients and their veterinarians. Improved patient outcomes. Unified access to patient records helps ensure veterinarians have a comprehensive view of each case. For instance, a practitioner treating chronic conditions can easily access past lab results, medication histories, and communication logs without switching platforms. Practice growth. Efficiency gains free up resources practices can reinvest in growth initiatives, such as expanding services, investing in staff development, or adopting new technologies like AI-powered diagnostic tools. Overcoming barriers to implementation Despite their benefits, implementing integrated systems can be daunting for practices accustomed to legacy platforms. Common barriers include cost concerns, resistance to change, and the complexity of migrating data. However, these challenges can be addressed through: Vendor support. Reputable vendors offer comprehensive onboarding and training to ensure smooth transitions. Practices should prioritize vendors with proven track records in veterinary-specific solutions. Cost-benefit analysis. While the initial investment in integrated platforms can be significant, practices should weigh this against long-term savings from reduced inefficiencies and increased revenue opportunities. Phased implementation. Practices can adopt integrated solutions in stages, starting with critical areas, such as appointment scheduling and client communications, before expanding to other functions. Call to action: Embracing connectivity for a better future From my vantage point, it is clear the veterinary industry must prioritize integration. Disconnected platforms are holding us back at a time when practices must adapt to meet the expectations of tech-savvy clients and address complex challenges, such as labor shortages and evolving public health concerns. By embracing integrated solutions, veterinary practices can: Elevate their standard of care. Foster stronger client relationships. Create a work environment that supports, rather than strains, their teams. The veterinary landscape is evolving rapidly, and practices that fail to adapt risk being left behind. Connectivity is no longer a luxury but a necessity for success. Practices that invest in integration today will set the benchmark for exceptional care tomorrow. If you have not yet discovered the advantages of integrated veterinary software platforms for your practice, now is the perfect time. Embracing integrating software is more than a technological upgrade—it is a strategic move to build stronger client relationships and deliver exceptional care for pets. Nikhil Talgeri is an expert on pet health technologies, specializing in digital outreach, patient engagement, and visit management. Talgeri has been closely involved in bringing products for veterinary digital communications, appointment management, veterinary visit compliance, AI-driven pain management, and practice loyalty to life at companies, such as Covetrus, Zoetis, Henry Schein Veterinary Solutions, and Vetstreet. He currently leads the digital client communications product line for Covetrus. References https://www.vet.cornell.edu/about-us/news/20220829/burnout-takes-heavy-financial-toll-veterinary-medicine https://vetfocus.royalcanin.com/en/scientific/key-challenges-in-the-veterinary-profession https://www.avma.org/news/note-taking-scheduling-technology-can-help-veterinary-practices-many-ways
