I recently learned that what ’70s and ’80s kids usually think of as the universal sign for “I’m on a phone call” (you know, where you hold your hand up to your ear with your thumb and pinky out) is no longer in use. Ask the same of anyone under 20 years of age and instead they hold a flat palm to their ear.
While of course this makes sense (phones don’t look the same!) this realization instantly made me feel old … and then made me consider how differently the newer generation interacts with technology — and more broadly the world around them. It is so much more integrated!
I think that many of us have a love-hate relationship with technology sometimes. But, there is no question that it is integrating itself into so many more professions. Veterinary medicine had been moving toward the increased use of technology for awhile. Our office had discussed starting to use telehealth in December of 2019, for example.
Little did we know then what 2020 would bring! COVID seems to have been the push that launched us forward more rapidly.
When the pandemic hit, veterinary medicine immediately made use of telemedicine, be-it via Zoom/ FaceTime or phone conversations with clients. To follow suit, our governing bodies loosened some of the restrictions on the veterinary doctor-patient relationship to allow for more of this to occur. We have since also introduced texting, online orders and a telehealth service (similar to Telehealth Ontario) for our clients to use.
We are communicating with specialists remotely more than ever as well. It was initially an actual impossibility to refer new patients to specialists during the height of COVID in the spring. This pushed us to more online communication — we can send ECG readings for cardiologist review, email digital X-rays for radiologist reports, and send bloodwork to internal medicine specialists.
Technology helps us increase patient communication opportunities. Our patients can’t speak for themselves. This makes the accumulation of information surrounding their condition or the reason for them visiting the clinic so important. With email, text and telemedicine, the opportunity to gather this data is never limited.
Technology also helps us improve the quality of care we provide. With board-certified specialists available on forums such as the Veterinary Information Network — an online messaging board for case discussions — and the sharing of information made easier than ever, our patients always have access to the highest level of care.
Managing and using technology in business is becoming increasingly complicated, though. My veterinary training certainly did not include topics like how to manage an app, Instagram account or Facebook page! A small business like mine does not have the benefit of a tech department or designated social media marketer, so our team continues to learn as we grow this area of the company.
In the end, and in the spirit of making things better in the “new normal,” we continue to work away at it, as we see the great benefit it provides for our clients and patients.
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