I watched a client juggle her recovering little dog, medications, home-care instructions, and an oversized purse while trying to pay at the front desk. She was grateful for the emergency care and hospitalization that saved her pet, but this final step shifted the experience from compassionate to transactional. She still had two doors to navigate and no free hands to do it. As she walked out, I wondered what would stay with her longer: the nearly $2,000 bill or the team’s expert medical care, compassion, and commitment to her pet’s recovery. This is where exam-door-to-car-door service becomes more than a courtesy—it becomes the last impression. Whether a pet has been hospitalized for an illness, injury, or procedure, create a caring discharge experience. Here’s how: Provide written and digital discharge instructions Clients may forget verbal conversations and feel emotionally overwhelmed after their pets’ hospitalization. Written information provides a permanent, accessible reference. Digital formats make it easy for clients to share details with other caretakers. Help clients understand what to do next Highlight priority instructions, such as when to give the next medication, symptoms that may indicate the need for additional care, and the nearest emergency hospital when your clinic is closed. Invite a conversation with “What questions can I answer?” and help the client leave confident about home-care instructions. You risk shutting down a collaborative discussion with, “Do you have any questions?” Zachary Pearl, DVM, reviews home-care instructions with client Doug Myers. Feline patients are seen in cat-only exam rooms at Vet Next Door, and Dr. Pearl is certified in Low Stress Handling (https://lowstresshandling.com). Photo courtesy Wendy S. Myers Share the doctor’s business card This creates peace of mind and enhances trust. Pet owners have contact information if they need to reach out with questions. Forward book follow-up care during checkout Schedule with the same veterinarian for exam efficiency and continuity of care. You will also have more appointment availability if you book now rather than near the due date. Explain what will happen on the follow-up visit and use the yes-or-yes technique. Say, “Dr. [Name] needs to examine [pet name] 10 days after surgery to ensure the incision site is healing, remove stitches, and discuss the appropriate activity level based on your dog’s progress. Dr. [Name] has appointments available on [date, time 1] and [date, time 2]. Which do you prefer?” Appointment reminders will print on today’s receipt and automated confirmations will be sent by text or email. Veterinary assistant Anne Marcos (right) has client Bonnie Scott book Blue’s follow-up appointment before collecting payment. By scheduling first, the appointment reminder prints on today’s receipt, and an automated confirmation is sent. Photo courtesy Wendy S. Myers Have clients pay in exam rooms In-room checkout creates a smoother, more accurate, and compassionate experience for everyone: Practice accuracy. Clinics miss five to 10 percent of charges, totaling $250,000 in lost revenue for a hospital grossing $2.5 million annually.1 Manual entry, handoffs, and paper systems are common culprits. A quick 60-second, record-to-invoice check protects revenue and anchors billing to the medical record:2 Open the SOAP record for the visit. Open the invoice beside it. Scan the Assessment and Plan. Confirm that every treatment, product, and service appears on the invoice. Team well-being. Reduce staff stress by avoiding bottlenecks at the front desk. Mobile card readers, text-to-pay links, and integrated PIMS payment tools with securely stored credit cards streamline the process. Financial conversations also feel more comfortable in the privacy of exam rooms. Client convenience. Pet owners with mobility challenges, small kids, tight schedules, or anxious pets will appreciate the fast, friction-free payment experience without having to return to a busy lobby. Patient comfort. Pets avoid overstimulation and can head straight home—especially important for surgical patients that need calm, controlled movement during recovery. Provide exam-door-to-car-door service This small act of kindness transforms the discharge experience from a transaction to a truly caring one. Use confident, affirming language. Escort clients to their vehicles with phrases such as, “Let me help you to your car.” Telling—not asking—removes the pressure for clients to decline assistance out of politeness or guilt. If someone hesitates, offer a light, friendly reason, such as enjoying a moment of sunshine, stretching your legs, or saying goodbye to a special patient. Let the team carry the load. The technician or assistant will handle the patient, medications, and instructions so the client can focus on getting keys in hand. This reduces stress and prevents unsafe juggling of pets, paperwork, and belongings. Prevent post-surgical risks. Let’s say a German shepherd had orthopedic surgery, and you emphasized zero jumping. The client has an SUV, clicks the key fob to open the rear gate, and the dog tries to leap inside. By escorting the client and patient, you can demonstrate proper lifting techniques to avoid post-surgical mishaps. Follow up the next day Based on the client’s communication preference, a medical team member can call, text, or email to check the patient’s status and answer additional questions. If you leave a message, send a backup text because 67 percent of people don’t listen to voicemails.3 Texting takes seconds and has open rates as high as 98 percent. A simple walk to the car can lead to five-star reviews, show value for care, and strengthen client relationships. Exam-door-to-car-door service will have clients remember the care, not the cost. Wendy S. Myers, CVJ, trains veterinary teams to communicate with clarity and confidence, inspiring client trust and better medical care. As the founder of Communication Solutions for Veterinarians, she teaches proven skills through online courses, conferences, and consulting. Myers’ experience as a partner in a specialty and emergency hospital gives her insight into practice challenges. Explore her online training at CsvetsCourses.com. References Stop Losing Revenue in Your Vet Practice: 4 Profit Killers to Fix Now. Digital Team. Accessed June 2, 2026. https://digitail.com/blog/stop-losing-revenue-in-your-vet-practice-4-profit-killers-to-fix-now/?utm_source=copilot.com A Quick Check That Catches Missed Charges Before Checkout Shepherd. Accessed June 2, 2026. https://www.shepherd.vet/blog/a-quick-check-that-catches-missed-charges-before-checkout/ 22 Business Phone Statistics. Numa. Accessed June 2, 2026. https://www.numa.com/blog/22-business-phone-statistics
