A well-managed patient queue is essential for keeping a veterinary practice running smoothly. It’s the difference maker between happy pets and anxious ones. Between clients who keep coming back and ones who look elsewhere. It’s the difference between a pleasant, profitable workplace and one that’s tense and strained.
Many factors contribute to effective queue management. These include a hard-working staff, a well-designed building, and a smart game plan for managing patient flow.
You also need the right tools. In particular, great queue management software is a must-have for any busy vet practice.
If you’re looking to add or upgrade queue management software for your practice, we’re here to help. Here’s everything you need to know about the benefits of this tool and which features to look for.
Queue Management Software: Benefits for Veterinary Staff, Clients, and Patients
Queue management software is a digital solution for managing patient flow. Basic versions of this type of software provide limited functionality for tracking when appointments start and end.
Modern, high-quality queue management software is much more advanced, providing a dynamic interface between the practice and its clients.
The key benefits of queue management software include:
- Streamlining communications with clients
- Reducing data entry tasks for staff
- Reducing wait times
- Improving data collection from appointments
- Integration with scheduling, intake, and payments
Key Features for Veterinary Queue Management Software
Fast and Easy Mobile Check-In
Mobile check-in, also known as express check-in, is the use of a digital platform that streamlines the process of checking in for an appointment. Mobile check-in empowers clients to begin their appointment process remotely. They get a head-start on entering the patient queue and their appointment proceeds more smoothly once they arrive at the clinic.
Mobile check-in is:
- Easy for clients while reducing workload for staff
- Paperless and hygienic
- Integrated with other key systems
Mobile check-in makes life easier for clients, pets, and veterinary staff. The mobile check-in process also pairs perfectly with the use of a virtual waiting room. This integration leads to reduced wait times and streamlined queue management.
Automated Virtual Waiting Rooms
Traditionally, the veterinary waiting room hasn’t always been a fun place for pets and clients to spend time. Many pets get anxious, noisy, and accident-prone when they’re stuck in a small space around strangers.
Now, thanks to queue management software, the waiting room experience doesn’t have to be stressful anymore.
After clients complete their mobile check-in, they enter a virtual waiting room. Using their mobile device, clients can see their position in the appointment queue as well as the estimated start time for their appointments. They don’t even need to stay in the physical waiting room—they can spend the majority of the wait time in the parking lot, down the street, or even at home.
In the virtual waiting room, automation keeps the queue running smoothly. Appointment start times are automatically updated as appointments end. Meanwhile, notifications and two-way messaging keep clients informed and in control of their waiting experience.
Two-Way Texting
Queue management software can include a built-in communication platform between a veterinary practice and its clients. Ideally, this system includes two-way texting.
With two-way texting, the practice can send appointment updates and other info to clients. These messages may be automated or written by the staff. The client can then reply, prompting automated responses or direct responses from staff.
Two-way texting is a great way to reduce call volume, send and receive appointment data, and improve the reception staff’s ability to effectively manage the patient queue.
Real-Time Analytics and Reports
High-quality queue management software integrates several key systems in a veterinary practice. These include scheduling, intake, queue management, and billing. Thanks to this integration, it’s easy to collect and organize a wide variety of data in real time.
With advanced analytics and customized reports, queue management software provides insights into a practice’s operations. You can explore data like average wait time or appointment cancellation rates. This information provides the foundation for setting KPIs and goals, helping your business maintain a state of continuous improvement.
Upgrade Your Vet Practice’s Queue Management System with ER Express
At ER Express, we supply busy veterinary practices with queue management software that streamlines workflows and improves the client experience.
To see what a software upgrade could mean for your practice, contact ER Express today to request a product demonstration.
