Missed doses can set pets’ recovery back, especially for chronic pain and other long-term conditions. A quick refill process check now helps you catch issues before phone lines get tied up with urgent calls — and helps every patient get their next dose on time.
Use refill reminders for every purchase
Refill reminders are sent automatically for purchases through your Vetsource online store, taking work off your team’s plate and making it easy for clients to refill in just a few clicks.
You can also send automated refill reminders to clients who bought in your practice, giving them the choice to refill in practice or online. Simply make sure your practice software (PIMS) is enabled to share in-practice purchase data with Vetsource.
Tip: Unable to connect your in-practice data? Set up manual reminders through your PIMS or another tool so every patient is still contacted before their next dose is due.
Find and fix at-risk categories for refills
With your free Pharmacy Dashboard, review refill performance by category (pain, endocrine, cardiac, dermatology) to see where rates are low.
- From your PIMS, run a refill-due report — focus on the underperforming categories from the previous step, or all categories if you don’t have dashboard access.
- Check for each patient:
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- Is the contact info valid and up to date?
- Is a reminder scheduled for in-practice purchases? If not, schedule a reminder via automated email, phone list, or personalized email.
Tip: If you’ll be calling, send a recommendation email through your Vetsource digital scripting tool with a short note on why it’s important to refill now. On the call, mention you just sent it so they can reorder with one click.
Reinforce the importance of consistent treatment
Preventing clients from stopping treatment early takes a personal reminder from your team.
Use a quick script to help keep clients keep pets on track:
“When [Pet] feels better, it means the medication is working — not that it’s time to stop. You’ll get a reminder from us before [date] so you have time to reorder before running out.”
Tip: For long-term medications, encourage AutoShip to eliminate refill gaps and save your team from repeat follow-ups.
Setting clients up for success is key
With a few adjustments to your processes, you can make it more convenient for pet owners to keep their pets treated while reducing the admin burden on your team. This means better outcomes for patients and more revenue kept in your practice.
Already a Vetsource customer? For more resources or to connect your PIMS, visit your Practice Toolkit or talk to your account manager.
Not yet a Vetsource customer? Connect with us to see how Vetsource can help your veterinary business.
