Take a look at this orthopedic surgery digital client journey example containing 12 messages starting one month before the appointment.

While at the first glance this might seem like over-communicating, AutoRemind experience evidence proves otherwise. Put yourself in the position of having the surgery for yourself of your beloved pet – naturally you would have many questions and concerns about procedure prep, recovery timelines, or medication management. All these lead to anxious phone calls and emails to the office. While many practices provide this information via printouts, physical materials are easily misplaced or forgotten.

With a digital journey in place, your practice can anticipate these concerns and proactively guide clients step by step, both before and after the procedure. Automating communication means clients receive timely reminders, checklists, instructions, and FAQs tailored to their specific surgery and care timeline. This approach eliminates guesswork, builds confidence, and delivers critical information exactly at the right time.

Reduce Calls, Complaints, and Staff Burnout

From 15+ years of servicing thousands of medical and veterinary practices, AutoRemind gained clear evidence that automating your clients’ journey significantly reduces the time your office staff spends on the phone repeatedly answering question and providing clarifications. From appointment confirmations and pre-op instructions to post-op care and medication reminders, digital communication helps clients feel informed and reassured.

This clarity translates to fewer missed steps and fewer complaints. Clients are more likely to arrive prepared and follow recovery protocols when they receive consistent, structured guidance, resulting in smoother procedures, faster recoveries, and better overall experiences.

Increase client and staff satisfaction

When clients feel supported and well-informed, they are far more likely to leave positive reviews and refer others. A digital journey doesn't just improve clinical outcomes, it enhances the overall client experience. From your front desk to your clinical team, everyone benefits from fewer interruptions, more streamlined workflow and less stress.

The good news? Implementing a digital journey doesn’t require a massive overhaul. With a thoughtful plan and the right tools, like automated text message or email sequences, you can improve your client outcomes and experiences, staff satisfaction and your practice reputation.