Some days it feels like you barely come up for air: Phones ringing. Reminders that didn’t go out. Invoices piling up. A client still waiting at checkout while someone’s trying to track down a refill approval.
None of it’s unusual but all of it adds up. And when it happens day after day, it’s more than just a busy shift: it’s a signal that something in the workflow needs to change.
If you’re a practice manager, vet tech, or CSR trying to stay ahead of the day, here are five everyday bottlenecks that quietly drain your team — and the small shifts that can start saving you hours this week.
1. Refills that tie up your phones and your team
When clients have to call for every refill, your phones stay clogged and your team ends up doing a lot of repetitive manual work. The key is to make it easier for clients to take care of refills without needing one-on-one help.
Simple solutions:
- Add a visible, easy-to-use refill form on your website that routes to a shared inbox.
- Add a direct link to your online pharmacy on your homepage and site navigation. If clients can’t find it in under 10 seconds, they probably won’t try again.
- Include refill request links in your email signature, discharge notes, and appointment reminders.
- Make AutoShip a standard part of your medical recommendation. Clients get what they need on time, and your team isn’t stuck managing routine requests. (Practices using AutoShip have seen up to 3x higher compliance on preventatives.)
- Mention app-based refill features during check-in or checkout.
Brakke research shows that while about 75% of veterinary practices offer an online pharmacy and actively promote it, more than half of pet owners are unaware their veterinarian has one.
A few clicks saved here can free up hours of call time — and reduce frustration for everyone involved.
2. Reminders that are too easy to skip
Missed reminders don’t just mean missed appointments, they also mean more gaps in care and more time spent rebooking. Automating reminders not only keeps clients on track but saves your team time chasing them down.
Simple solutions:
- Use your PIMS or client engagement app to automate reminders by due date or visit type.
- Send text reminders for high-risk no-shows like vaccines or dentals.
- Mix delivery channels (email, text, and postcards) to increase client reach.
- Make sure reminder timing is optimized. This reminder strategy guide breaks down what works and when.
Even automating one category — like boosters or wellness visits — can cut no-shows and keep your schedule more predictable.
3. Re-entering the same info again (and again)
Redundant data entry slows everything down and creates more opportunities for mistakes. Streamlining how your team gathers and uses information keeps things moving and helps avoid rework.
Simple solutions:
- Swap paper forms for digital versions your team can copy, paste, or import.
- Use templated language for emails and discharge instructions.
- Choose tools that integrate with your PIMS so patient data pre-populates during orders or scripting.
- Ask your vendors if they offer data writeback to patient records: it saves time, reduces errors, and improves data quality across your systems.
Reducing redundant entry doesn’t just save time — it increases accuracy, supports better reporting, and protects your team’s focus.
4. Checkout delays that back up your entire team
The longer checkout takes, the more everything stalls. Clients get frustrated, the lobby gets crowded, and your team is stuck juggling handoffs. Making payment and handoff smoother means clients leave happy and your team stays on track.
Simple solutions:
- Use visit templates or bundles to pre-load charges for common services like exams or vaccines.
- Work with your team to find the best point in the visit to capture charges.
- Offer mobile payment options like text-to-pay or pay-by-link.
- Create a “ready for checkout” signal, such as a PIMS status or a verbal cue, to ensure smooth handoffs.
Saving just a few minutes per checkout adds up — reducing lobby congestion, improving the client experience, and helping your team stay focused.
See how SnipWell Clinic modernized their payment workflows to improve convenience and reduce the pressure at checkout — all while supporting team efficiency.
5. Follow-ups that fall through the cracks
Unfinished tasks don’t just disappear — they turn into more work later. Following up consistently helps your team stay ahead instead of catching up.
Simple solutions:
- Identify your top 3 follow-up actions and create a shared checklist or flag system in your PIMS.
- Assign daily follow-up responsibility to one CSR or tech.
- Use your app, PIMS, or email platform to schedule follow-up messages automatically.
Without structure, follow-ups quickly become fire drills. And the mental load of trying to remember them adds to burnout. Automating and assigning makes it easier to follow through — and easier to breathe.
Small changes have big impact
You don’t need to overhaul your whole system to get time back. In most practices, just one or two admin changes — like shifting how reminders are sent or giving clients an easier way to pay — can create breathing room for your team and improve the client experience.
Start small, start where it’s messy, and build from there.
Ready to take one thing off your team’s plate today?
See how Neffsville Veterinary Clinic saved 16–24 hours per month by automating reports and gaining visibility into compliance and performance.
