Health & Wellness
Veterinary Clinic Suite
Fill the diary, close the care gaps, and turn every visit into a loyal client relationship.
An operating layer for a companion-animal veterinary clinic that targets the revenue and care gaps hiding in plain sight: overdue vaccination reminders that never go out, appointment slots that sit empty after a cancellation, new-client enquiries left waiting too long, and prescription refills nobody chased. It works the existing client base first (the lowest-cost revenue a clinic has) by reactivating overdue wellness patients, filling gaps from a live waitlist, and prompting prescription and diet refills before the client even thinks to call. On top of that it handles new-client intake, post-visit follow-up, and preventive-care plan promotion, so the front desk focuses on the animals in front of them rather than the phone.
Independent and small-group companion-animal veterinary clinics (and specialty hospitals) with a practice-management system, a client list larger than their booked diary reflects, and a front desk that spends too much time on inbound calls.
Illustrative failure hypotheses
Questions for the audit to verify
Overdue vaccination and wellness patients who quietly lapse and never rebook
Appointment no-shows and last-minute cancellations leaving empty consulting slots
New-client enquiries not answered quickly enough, leading to calls going to a competitor
Prescription and diet refills never chased, losing dispensing revenue to online pharmacies
Post-procedure follow-ups missed, increasing re-presentation risk and eroding client trust
Preventive-care plans underenrolled because no one is proactively presenting them
Proposed starting point
A pilot hypothesis to review
Designed role · approval required
Wellness Recall
Identifies overdue vaccination and annual wellness patients and drives them back into the diary with personalised, timely outreach.
Most clinics have hundreds of overdue vaccination and wellness patients who simply haven't been prompted. The Wellness Recall agent sends personalised, timed outreach and books appointments within days, delivering visible, attributable revenue from demand that already exists.
Designed playbook
Proposed work streams and roles
These are configuration ideas to test during an audit. They are not autonomous workers or evidence of a live deployment.
Forma Core
Runs under every suite. The shared operating spine: front desk, follow-up, reputation, owner reporting, cash, and content.
Designed role descriptions ↓Close ↑
Front Desk
Captures and triages every inbound (email, web form, missed call, DM), then replies, classifies, and routes it to the right place.
Follow-Up Engine
Runs persistent, polite multi-touch follow-up on every quote, no-show, and stalled enquiry until it converts or is cleanly closed.
Reputation Engine
Asks happy customers for reviews at the right moment, drafts replies to every review, and routes negative feedback to a human first.
Owner's Digest
Compiles the weekly (and on-demand) operating picture into a plain-English brief: what happened, what's at risk, what needs a decision.
Money Flow
Issues and chases invoices, tracks AR aging, and reconciles payments so nothing slips and cash comes in faster.
Content Engine
Turns the brand kit into a steady cadence of social, email, and blog content, ready for one-click approval.
New-Client Acquisition
Respond to every new-client enquiry instantly, collect registration details, and get the first appointment confirmed.
Designed role descriptions ↓Close ↑
New-Client Intake
Answers new-client enquiries within minutes, books the first appointment, and collects patient history and registration before they arrive.
Scheduling & Waitlist
Keep the diary full: confirmations, no-show reduction, and instant gap-filling from a live waitlist.
Designed role descriptions ↓Close ↑
Appointment Comms
Sends confirmations, reminders, and pre-visit instructions at the right moments to cut no-shows and keep clients prepared.
Waitlist Filler
Backfills cancelled or vacant consulting slots instantly from a prioritised waitlist so no appointment goes to waste.
Preventive Care & Recalls
Drive vaccination, wellness, and parasite-control compliance through timely, personalised reminders.
Designed role descriptions ↓Close ↑
Wellness Recall
Identifies overdue vaccination and annual wellness patients and drives them back into the diary with personalised, timely outreach.
Preventive Plan Promoter
Presents and enrols eligible clients into the clinic's preventive-care plan at the right moment to increase plan uptake and recurring revenue.
Pharmacy & Refills
Protect dispensing revenue by prompting clients before prescriptions and diets run out.
Designed role descriptions ↓Close ↑
Rx & Diet Refill Reminder
Prompts clients to request prescription and diet refills before they run out, protecting dispensing revenue and patient compliance.
Post-Visit Care
Close the loop after every consultation with care instructions, follow-up prompts, and outcome monitoring.
Designed role descriptions ↓Close ↑
Post-Visit Follow-up
Sends tailored post-consultation care instructions and checks in on the patient's progress after procedures and sick visits.
Review Booster
Prompts satisfied clients to leave a Google review at the right moment after a positive visit, building the clinic's online reputation.
Measurement design
Candidate measures to baseline
These labels do not claim a result. The audit must define the source, window, method, baseline, and owner before a metric can support a pilot decision.
Vaccination compliance rate
% of active patients up to date with due vaccinations, the single clearest measure of preventive-care reach.
Diary utilisation %
Proportion of available consulting time that is booked and attended; raised by recalls, waitlist fill, and no-show reduction.
No-show & late-cancellation rate
Tracked against the baseline before automated confirmations and reminders were deployed.
Preventive plan enrolment rate
% of eligible active patients enrolled in a monthly preventive-care plan, a direct driver of recurring revenue.
Dispensing revenue per active patient
In-clinic prescription and diet revenue retained rather than lost to online pharmacies.
New-client enquiry conversion rate
Enquiries converted to a booked, attended first appointment, reflecting intake speed and first-impression quality.
Connector boundary
Availability is scoped per controlled pilot
Connector names in the internal playbook are planning inputs, not a public integration promise. Current code-live readers are bounded and require account-specific verification before use.
See the commerce pilot boundaries →Audit first
Validate the playbook against your operation.
Pricing, scope, data access, review boundaries, and success measures are agreed in writing before any paid work.
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