10.6.7. Healing Email

*THE BIG WHAT
Send clients follow up emails, texts, or robo calls to check in on their aimal and share with them what the post visit experience should be with their animal. This can include things like a healing email with information on post-surgical care and expectations or how to care for a pet after a dental and extractions. These aftercare follow ups are created using Item Reminders.

These photos and concept were created by the ASPCA Spay/Neuter Alliance and can soon be found in the Library on ASPCApro. They are creating a Post-Op Healing Guide. The ASPCA Library is an amazing resource for anyone who works in the spay/neuter field.

Download the Spay/Neuter Healing Email Document with images of what clients can expect the incision to look like 1 day, 5 days, and 10 days after surgery for cats/dogs, male/female.

!When creating the follow up Healing Email in Clinic HQ, you will need to open the Healing Email Document on your computer. Right click on each image in the document and save it to your computer. Once the images are saved to your computer use the HQ Picture insert tool in the Item Reminder setup. NOTE: Copying and pasting these images to HQ will NOT work, they can only be uploaded to the email setup.

Many clinics like to send an aftercare follow up to check in on an animal. We can do this by creating an Item Reminder for the spay/neuter services.
Here is how:

For Emails:

1. Go to Settings > Confirmation & Reminders
2. Item Reminder > +Create Item Reminder
3. Fill in the setup fields.
   Title: Dog Spay Healing Email
   Reminder Delivery via: Email
   Send reminder for: You will need to create one email for “All Public clients” and another one email for “Volume Client Owners”
   Appointment type: doesn’t matter in this case since the trigger will be the line items.
   Note: The Animal Restrictions section is used to select which animal types should be sent this message. If you do not select any field here, it will go to ALL PUBLIC animals with the matching line item. However if you would like a different email for dogs versus cats, this is when you would use the Restrictions. Again, if you create a separate email for each species/sex based o the line items then the restrictions shouldn’t be necessary.
4. Item Settings:
   Active Duration for all selected items: 2 Days.
   Choose Items: Select and add the surgery item(s). Example, Dog Spay
5. Sending Schedule: 1 Day (before the actual date) This is when the email should be automatically sent.
   We trick the system into thinking that the animal is due for a spay/neuter again. So we set that the items are due in a few days and we want our email to go out the day before it is due. So here we have set the spay/neuter is due in two day and the email reminder should go out the day before it is due. So in the real time line, this email will go out the day after surgery.
6. Create the email message. Click the field buttons to insert the hashtag fields. These will populate with appointment details. This message is completely up to your clinic but feel free to copy the message from the Healing Email download! This is just a sample! Be sure to include what the client/owner should do if there is a concern.

Here is what the setup should look like:

Item Setup for aftercare follow up

Item Reminder setup for Healing Email

Use the “Picture” image insert tool to upload the healing images. Copying and pasting the images into the email template appears to work but when sending, the email will not go out.
Select the image file that was saved to your computer.

Add the images using the Picture image upload tool

Extra! Some clinics may choose to link to their donation site for happy pet parents to donate. If you are signed up with MP Group for card processing, go to SECTION 14.7 of the HQ Manual to learn how to create a donation link.

For Text Messages:

Nearly all of the setup will be the same as for an email listed above. In this suggested aftercare follow up, you will have a link on your website that includes the instructions, perhaps a video, and the images of the appropriate healing for each surgery type. Feel free to copy these from the Healing Email download at the top of this section.
Your text will be a short message with a link to your website where all this information is available.

1. Go to Settings > Confirmation & Reminders
2. Item Reminder > +Create Item Reminder
3. Fill in the setup fields.
   Title: S/N Aftercare Text
   Reminder Delivery via: Text
   Send reminder for: You will need to create one email for “All Public clients” and another one email for “Volume Client Owners”
   Appointment type: doesn’t matter in this case since the trigger will be the line items.
   Note: The Animal Restrictions section is used to select which animal types should be sent this message. If you do not select any field here, it will go to ALL PUBLIC animals with the matching line item.
4. Item Settings:
   Active Duration for all selected items: 2 Days.
   Choose Items: Select and add the surgery item(s). Example, Dog Spay, Dog Neuter, Cat Spay, Cat Neuter
5. Sending Schedule: 1 Day (before the actual date) This is when the email should be automatically sent.
   We trick the system into thinking that the animal is due for a spay/neuter again. So we set that the items are due in a few days and we want our text to go out the day before it is due. So here we have set the spay/neuter is due in two day and the text reminder should go out the day before it is due. So in the real time line, this text will go out the day after surgery.
6. Create the text message. Be sure to stay under the 160 character count.
   Suggested Text message: Just a reminder to follow surgery aftercare & check the incision. What to expect here: [insert your URL]
   Use your website URL to link to aftercare instructions!

Setting up the Item Reminder for Text aftercare

Aftercare Text Message should be under 160 characters