From nearly one day to the next, our Associates and hospital teams had to adjust to a new and daunting reality—figuring out how to stay open and available to treat our patients and support our clients. With imagination and hard work, we were able to quickly resume our activities in new, effective ways, and above all else, keep everyone safe.
Througout this time, the health of our clients, patients and Associates remains essential. That’s why we swiftly adjusted to social distancing regulations by offering curbside visits—a safer, more convenient way to care during the ongoing pandemic. Here’s how it works.
Our digital Client Experience team knew that effective curbside visits require the right supporting technology. Improvements to our VCA Live Chat, together with the integration of a digital payment processor, check-in and information forms and video health modules—all available “in app” and “in hand”— make clients’ contactless visits easier and more seamless for everyone.
Clients used the myVCA app to check in using a QR code, complete and sign all digital forms, make payments and communicate with Associates via our text messenger service. Even though clients were not able to be in-hospital with their pets, their veterinarian and hospital teams could video call with them during the exam.
VCA Live Chat users increased 144%
3,700 Client video calls
47,700 clients used our virtual services—a 165% increase
11 million text messages—a 57% increase
