The Missed Call Epidemic in Vet Clinics: What It’s Costing You and How to Fix It

Running a veterinary clinic today means more than just providing exceptional care for animals you’re also managing staff shortages, rising client demand, emotional conversations, and a non-stop phone that’s all too easy to miss.

But here’s the uncomfortable truth: those missed calls are costing you far more than just a little admin catch-up.

They're costing you bookings. They're costing you trust. And in many cases, they’re costing you long-term client relationships.

There’s no sugar-coating it: phones in vet practices are ringing off the hook and not always being answered.

While there’s no official Australia-wide statistic that tracks missed calls specific to veterinary clinics, we do know this:

• Health clinics, including veterinary practices, miss up to 28% of calls
• Veterinary industry commentary suggests 20% to 35% of calls go unanswered during busy periods
• Most clients around 85% don’t bother calling back if they don’t get through the first time
• Small businesses lose an average of $126,000annually due to missed calls

If you’re missing just five calls a week from clients trying to book an appointment, reschedule a surgery, or ask a question about their pet’s health—that adds up to thousands of dollars each month in lost revenue.

The problem isn’t a lack of care it’s capacity. According to the Australian Veterinary Association and the 2025 Veterinary Industry Report, clinics across Australia and New Zealand are:

• Struggling with workforce shortages and burnout
• Dealing with rising operating costs
• Juggling client expectations, emergencies, and routine care
• Operating with limited administrative support

In most clinics, the same staff who are answering phones are also managing reception, greeting clients, assisting with procedures, handling payments, and occasionally restraining a nervous German Shepherd. It’s no wonder the phone gets missed.

And that’s before you factor in after-hours calls in regional clinics, where exhausted vets are expected to handle emergencies and enquiries with no extra help.

Let’s break it down:

1. Lost Bookings and Revenue
Every missed call is a potential consult, surgery, or follow-up appointment gone. That’s real income, gone elsewhere.

2. Delayed Care
When pet owners can’t get through, treatment may be delayed. That has real consequences for patient outcomes and can lead to emotional, frustrated clients.

3. Client Dissatisfaction
Missing a call feels like being ignored. For a worried pet owner, it’s enough to push them toward another clinic. One bad experience is enough to lose 1 in 3 clients, and 92% won’t come back after a couple of negative interactions.

4. Staff Burnout
“Phone tag” is real. When your team is spending hours returning voicemails and chasing clients, it adds to stress and takes time away from patients who are already in the building.

Many clinics rely on voicemail, but let’s be honest most people don’t leave one. Today’s clients want fast answers, clear communication, and instant service. If they don’t get it, they’re far more likely to jump on Google and call the next clinic in the search results.

Hiring more staff isn’t always feasible. And expecting your already-stretched team to somehow “just answer the phone more” isn’t a solution either.

The real solution lies in smarter systems not more stress.

Enter: AI-powered phone assistants. These tools are transforming how busy clinics handle inbound calls, providing a professional, helpful response every time, even when your team can’t get to the phone.

Chaty is an Australian-developed AI phone assistant that answers calls, manages bookings, and ensures you never miss another opportunity to help a pet or support a client.

It’s not some generic overseas call centre bot. Chatyis designed for local service businesses, including veterinary clinics, and understands the real-world challenges of your front desk.

AI receptionists likeChaty help you stay on top of calls without adding pressure to your team:

• Answer Every Call - Even after hours, weekends, or during consults

• Book Appointments Instantly - Connects with your scheduling system to lock in or move bookings (EzyVet is coming)

• No voicemails, no stress - just better client service, every day.

• Answer Common Questions - From opening hours to desexing advice, with consistent info every time

• Send Call Summaries - Know who called, why, and what to do next

• Capture Leads & Missed Calls - Never lose a new client or urgent enquiry

• Forward Urgent Cases - Escalate complex calls to a team member

• Use Your Clinic’s Voice - Custom greetings, Aussie voices, and branding built in

• Handle Peak Times Easily - Manage 2 or 20 calls at once, no waiting

No voicemails, no stress - just better client service, every day.

Try Chaty free for 14 days. No cost. No obligation. Just real results.

If your clinic is drowning in calls and missing out on business, this could be the most valuable trial you’ll ever take.

Chaty is the relief so many Australian clinics need right now, when demand is high, and every call matters.

Don’t wait for more lost revenue or one more frustrated client to walk away.

Get your 14-day free trial here: chaty.com.au

No risk. No setup fee. No more missed calls.

Just do it. Your team, and your clients will thank you.