Veterinarians seeking to solidify client loyalty while managing their practices more efficiently can leverage a new partnership between the American Animal Hospital Association (AAHA) and IDEXX Laboratories, Inc.

With the new preferred business provider agreement, the two organizations will offer discounted tools and resources to AAHA members for a client-centric approach to practice management aimed at stimulating steady, long-term hospital growth.

“AAHA is excited to move forward with IDEXX in a strategic relationship that we believe will advance client-centric medicine through innovative software and best practices,” said Kate Spencer, AAHA associate public relations manager.

The emphasis on a client-centric approach stems in part from an IDEXX study of more than 400 animal hospitals. According to the study, hospitals that adhere to client-centric practices are more than twice as likely to increase their revenue by at least 10 percent year over year.

Blending client-centric technology and best practices

As part of the agreement, AAHA members can enjoy discounted prices on IDEXX software including the IDEXX Cornerstone Practice Management System and IDEXX Pet Health Network Pro client communication service.

IDEXX has integrated the two programs into the first fully integrated client and management practice system for veterinarians. With the system, veterinarians can regularly communicate with clients using a variety of options including:

• Automated emails, text messages and postcards to prepare clients for appointments
• Newsletters
• Social media
• Client education materials
• Personalized online pet pages

In addition to providing the tech tools to streamline client communication and practice management, AAHA and IDEXX will focus on equipping animal hospitals with best practices to make the most of client interactions. These best practices include encouraging regular preventive care exams by forward-booking the next appointment during checkout, as well as sharing health information with clients in an understandable and educational way.

According to the IDEXX study, employing client-centric practices such as those will strengthen client loyalty, generate more word-of-mouth advertising, and encourage more clients to comply with care recommendations.

“By improving how we engage with clients and communicate the value of veterinary services, we can improve the health of both our patients and our clients,” Spencer said.