Patient Experience in 2025: Why They Hate Voicemail

We live in an on-demand world. We get groceries delivered in an hour, stream movies instantly, and book flights with a tap. Yet, when we call a doctor or vet, we are often met with:

"Thank you for calling. Our menu options have changed. Please listen closely..."

Followed by 10 minutes of hold music and a forced voicemail.

The Friction is Real

For millennial and Gen Z pet owners and patients, this friction is unacceptable.

1. They value speed. Waiting on hold feels disrespectful of their time.
2. They prefer text. Many would rather text your landline than talk to a human for simple tasks.
3. They want transparency. Knowing when they can come in is more important than speaking to a specific person.

Meeting Them Where They Are

To compete in 2025, clinics need to adopt a "customer-obsessed" mindset similar to tech companies.

• Enable Landline Texting: Let them text your main number.
• Eliminate Hold Times: Use AI to answer immediately.
• Online Booking: Integrate real-time scheduling.

If you make it hard to do business with you, they will find a provider who makes it easy.