“Successful digital transformation is not just about new tools; it is about integrating technology in a way that complements accessible, transparent, and compassionate care.” Photo courtesy VIP A new wave of digital tools is transforming veterinary practices, equipping teams with advanced technology to work smarter, communicate more effectively, and enhance the pet owner experience. However, adopting these innovations comes with challenges, such as gaining staff buy-in or maintaining the personal, trust-based relationships that define quality veterinary care. Successful digital transformation is not just about new tools; it is about integrating technology in a way that complements accessible, transparent, and compassionate care. By embracing technology as a tool to enhance—not disrupt—workflows, veterinary teams can improve efficiency and elevate the level of care they provide. The need for digital participation and transparency Pet owners seek the same convenience and transparency in veterinary care they expect from other services. Over the past decade, customers have become accustomed to seamless digital experiences, where online booking, around-the-clock appointment availability, and immediate access to critical medical information are expected. Transparent, up-front pricing, including itemized treatment plans, membership, and payment options, has also risen to the top of pet owners’ expectations. Additionally, access to medical records and vaccine history has gone from luxury to necessity. Alerts through text messages or apps reinforce trust and communication, keeping pet parents in the loop throughout their pet’s care journey. Using these digital tools, veterinary practices can become more client-friendly, improve satisfaction and health outcomes, while remaining competitive in an increasingly digital world. Finding a balance: New technology and human-focused Although technology has transformed the client experience, it is equally important to strike a balance between digital feasibility and human touch. Trust continues to be the foundation of the veterinarian-client relationship, and even as online booking, real-time updates, and 24/7 access to medical records enable greater accessibility, these features should enhance, not replace, human interactions. Digital tools can be a powerful way to extend in-person care, reinforcing trust and engagement with pet owners. A simple follow-up text or call after a visit not only gathers valuable feedback but also shows genuine care for their pet’s well-being. By checking in after treatment, clinics strengthen their relationships with clients, making pet owners feel more connected and supported. Sharing at-home care instructions or a post-visit summary via email or an app update promotes transparency and keeps pet owners informed. It also allows easy access to critical information whenever pet owners need it. Clear, accessible communication minimizes confusion and improves the pet’s health outcomes. Beyond that, a follow-up phone call adds a personal touch that reinforces the personalized care veterinary practices should offer and allows pet owners to ask questions or express concerns. This ensures clients feel their pet’s care extends beyond the clinic visit. By combining technology with compassionate, tailored care, veterinary practices can strengthen their relationships with clients to provide the high level of service pet owners expect. The challenges and best practices for implementing digital tools Implementing digital tools in veterinary practices comes with its own set of challenges, such as staff resistance to change, time, cost, and resources required for onboarding new systems. Many veterinary teams are already operating at full capacity, making it difficult to introduce new technology without disrupting workflows. Practices must allocate time for a smooth transition through vendor presentations and software rollouts so staff can learn the new systems prior to full implementation. Adopting gradually—for example, by requesting rollout on slower-paced days—can ease the learning curve and get your team past the stressful part of the transition. Providing pre-training materials and Q&A sessions is also beneficial in building staff confidence and engagement. Pro tip: Buying the team lunch is always a great way to get your team on board for some training. Technology should be tailored to fit each veterinary hospital’s unique workflow and culture to ensure digital advancements support both the team and the clients, rather than becoming an added burden. Implementing new technology sometimes requires trial and error, as different clinics have varying needs. Some may prefer integrating a new tool using a cell phone or tablet for its mobility, while others may find a laptop or desktop computer more efficient for data entry and record-keeping. “Trust continues to be the foundation of the veterinarian-client relationship, and even as online booking, real-time updates, and 24/7 access to medical records enable greater accessibility, these features should enhance, not replace, human interactions.” For example, at Veterinary Innovative Partners (VIP), we recently rolled out a veterinary AI assistant for taking and summarizing clinical notes to several practices. To introduce the new technology, 10 clinics were selected, spanning emergency services, urgent care, and general practice in various markets. They completed the training and provided valuable feedback and best practices for using the software. This insight helped ensure the new technology was implemented in a way that seamlessly aligned with each hospital’s individual needs and workflow. Understanding these nuances of how clinics adapt differently helps veterinary practices tailor technology adoption in a way that best supports both staff efficiency and client experience. “Being able to finish records in real time saves hours every week,” says Diana Haight, DVM, of the Dutchess County Animal Hospital in Poughkeepsie, N.Y., describing their clinic’s experience with VIP’s VETRec AI scribe tool. “This allows my team and me to wrap up our day sooner and enjoy more of life outside the hospital,” says Dr. Haight. “VETrec gives a fast, intuitive boost to recording my exam notes,” adds Martin Tohill, DVM, of the Linden Heights Animal Hospital in Winchester, Va. “I’m now free to concentrate on the patient rather than typing. It imports into the software with a click and even handles multiple pets in the room at the same time.” Seamless summaries of medical records, medical accuracy, and efficiency in writing records all lead to better patient care and quality of life for the veterinarians. As veterinary medicine transforms, utilizing digital tools is no longer a choice but an imperative. Pet owners demand more convenience, transparency, and communication, and technology provides the means to fulfill that demand. The secret to successful digital transformation is to implement it thoughtfully so it augments, rather than replaces, the human connection that is at the center of veterinary care. If veterinary practices use digital solutions that automate operations but still deliver that personal touch, they will strengthen trust and ultimately deliver better care for their four-legged patients. Brett Shorenstein, VMD, is co-founder of Veterinary Innovative Partners (VIP), a network of nearly 70 veterinarian-owned and operated hospitals across 12 states. His focus is on nurturing a positive workplace culture and reigniting the passion of fellow veterinarians for their work. In addition to his role as co-founder, leader, and mentor, Dr. Shorenstein regularly spends time with his patients at Abingdon Square Veterinary Clinic in New York City.
