When families are facing the decision to schedule end-of-life care, they’re often overwhelmed; physically, emotionally, and mentally. A well-organized and informative website can make a huge difference in helping them feel supported and prepared before they ever pick up the phone or submit a form. It can also be the deciding factor between them choosing your practice versus another in-home service in their area.
Below are the most helpful elements a veterinary practice website can include to ease that burden, reduce unnecessary back-and-forth, and create a smoother experience for everyone involved.
Keep Information Clear and Easy to Digest
Clients shouldn’t have to dig to find answers. Use short paragraphs, bullet points, and helpful visuals when possible. Avoid large blocks of text. Make the most important pages easy to navigate from your homepage. Focus on Services, FAQs, and Aftercare.
Services and Aftercare: What Clients Need Most
This section is usually the most visited, so it should be clear and complete. Include:
- Brief explanations of the services you offer, especially hospice, pain management, or quality of life consults
- Transparent pricing for all pet sizes, and clearly state any after-hours or weekend fees
- A service area map with details about any applicable travel fees
- Cremation options explained in simple terms, such as flame-based versus aquamation or private versus communal
- Photos and descriptions of urns or memorial items you offer
- Typical timeline for receiving ashes
- A link to your crematory partner’s website, if applicable
This information helps clients feel more prepared and builds trust that your team is thoughtful and transparent.
FAQ Page: Cut Down on Calls
An FAQ page helps answer common questions upfront. Based on years of answering phones for end-of-life practices, here are the most common client concerns:
- How soon can we schedule a visit?
- How much will this cost?
- What should I expect from the process?
- How do I know I’ll receive my pet’s ashes?
- Can I feed or medicate my pet the day of?
- What if there’s bad weather?
- Do I need to be present for the whole visit?
It’s also helpful to include practical info like payment methods and where clients can send thank-you notes or photos.
Grief and Support Resources
Families appreciate when you acknowledge the emotional side of this process. Consider including:
- A Quality-of-Life scale
- Local grief support groups or counselors
- Reading suggestions for adults and children
- Blog posts or articles written by your team or trusted experts
Add a Personal Touch
A short video or letter from your team goes a long way. Share your “why.” Talk about what drew you to this work and what you want clients to feel when they come to you. That authenticity builds trust before a conversation even begins.
A thoughtful website doesn’t just help families. It supports your staff too by reducing call volume, improving scheduling efficiency, and setting expectations clearly from the start. Investing time in your site now can make a lasting impact on the experience you offer every family you serve.