Wellness plan members calling to ask what services they have left because there is no client-facing record of plan utilisation and nobody on the front desk can pull it up quickly?
Plan billing running on manual direct debit with a spreadsheet list -- so a failed payment goes unnoticed for weeks and the client does not know their plan has lapsed?
Veterinary Wellness Plan Software Development
Wellness plans are the most effective client retention tool in veterinary practice -- a client paying a monthly fee for preventive care stays with the practice, books more frequently, and spends more over the lifetime of the pet. Most practices, however, run their plans manually on spreadsheets, with direct debit managed outside the practice management system and no record of which services each client has used.
When plan administration breaks down, the retention benefit disappears. Clients who can't see their entitlements call the front desk. Failed payments go unnoticed. Plans lapse without either party realising. We build the software that makes wellness plans a managed, scalable revenue channel rather than a manual tracking problem.
Subscription plan configuration and enrolment
Automated direct debit billing
Service utilisation tracking
Client-facing plan portal
RaftLabs builds custom veterinary wellness plan software for independent practices and vet groups. We develop plan tier configuration with species and age band support, automated direct debit billing via Stripe or GoCardless with failed payment handling, service utilisation tracking per patient linked to appointment billing, a client-facing wellness portal with entitlement visibility and upcoming wellness reminders, plan performance reporting with monthly recurring revenue and churn rate, and renewal and retention management with proactive outreach workflows. Fixed cost, 12-14 week delivery.
SubscriptionPlan management
·ServiceUtilisation tracking
·FixedCost delivery
·12-14Week delivery cycles
Veterinary wellness plan software built to retain clients between illness episodes
A client enrolled in a monthly wellness plan is fundamentally different from a transactional client who books when something goes wrong. They are paying every month whether or not they visit, which keeps the practice front of mind and makes preventive care appointments feel like something they have already paid for rather than an additional cost. Practices with high wellness plan penetration see higher annual visit frequency, higher spend per client, and lower churn than practices relying on ad hoc appointment booking. The subscription relationship is the retention mechanism, and it works -- but only when the administration behind it works too.
Most practices running wellness plans lose a significant part of the retention benefit to poor plan management. When a direct debit fails and nobody notices for three weeks, the client's plan has effectively lapsed while they still believe they are covered. When a client can't find out which services they have left without calling the front desk, the plan feels like a black box rather than a benefit. When renewal happens automatically without a touchpoint, the anniversary is a missed opportunity to re-engage the client and demonstrate the value they have received. We build the software that handles billing, utilisation, client communication, and reporting so the plan relationship is managed rather than assumed.
What we build
Plan configuration and enrolment
Plan tier setup with species, age band -- puppy and kitten, adult, senior -- and included service list defined per tier. Included services per plan configured with the appointment types, products, and annual quantities that belong to each tier -- annual wellness exam, vaccinations by species protocol, dental check, preventive products. Enrolment workflow at the practice front desk or via a client-facing signup flow linked from the practice website. Plan agreement presented at enrolment with terms, included services, monthly price, and billing date -- signed digitally by the client before enrolment is confirmed. Plan records linked to the client account and to each enrolled patient so the plan status is visible from both the client record and the patient record.
Direct debit and subscription billing
Automated monthly direct debit processed via Stripe or GoCardless on the billing date defined at enrolment. Failed payment handling with configurable retry logic and client notification before the plan is suspended -- the client receives an alert before access to plan services is restricted, rather than discovering the lapse at their next appointment. Payment history log per client with payment date, amount, and status accessible by front desk staff and by the client in the portal. Plan upgrade and downgrade processing with prorated billing calculated from the date of change. Annual renewal workflow with price update notification sent 30 days before the renewal date and client confirmation required before the new price is charged.
Service utilisation tracking
Included services tracked per patient as they are used during appointments. Appointment type linked to plan entitlement at the point of billing -- when a plan member checks out for an included service, the entitlement is marked used rather than charged. Remaining entitlements visible on the patient record so any staff member can see at a glance what the patient still has available without calling the client or checking a spreadsheet. Utilisation visible in the client portal so clients can track their own remaining entitlements between visits. Overage handling when a plan service is used beyond the included quantity -- the additional use is flagged for normal billing rather than absorbed silently.
Client-facing wellness portal
Client access to current plan status, the included services for their enrolled patient, remaining entitlements for the current plan period, and payment history. Upcoming wellness reminders displayed in the portal for services due within the plan -- annual wellness exam date, dental check, booster vaccination schedule -- with a direct booking link from each reminder. Plan documents and the signed plan agreement accessible from the client account at any time. Enrolled patient list with plan status per animal for multi-pet households where different patients may be on different plan tiers. Notifications delivered by email and SMS for payment events, upcoming entitlements, and plan anniversary reminders.
Plan performance reporting
Active plan count by tier and by species so the practice can see where enrolment is concentrated and where there is room to grow. Monthly recurring revenue from plans tracked over time, with new enrolments and cancellations broken out so net revenue movement is visible. Service utilisation rate by plan tier showing what percentage of included services are being used -- low utilisation by tier identifies where client education is needed. Plan churn rate with cancellation reason captured at the point of cancellation. Revenue per plan member compared against revenue per non-plan client to demonstrate the financial case for increasing plan penetration. Practice-level plan profitability reporting with included service cost set against plan revenue per tier.
Renewal and retention management
Automatic renewal triggered 30 days before the plan anniversary with a client notification summarising the services used during the year and confirming the upcoming renewal price. Lapsed plan reactivation workflow for clients whose plans have cancelled or failed, with an outreach sequence and a simplified re-enrolment path. Clients who have not used a plan service in 60 or more days flagged for proactive outreach from the practice -- a prompt to book an upcoming entitlement before it lapses at plan renewal. Plan anniversary acknowledgement message to all renewing clients with a prompt to book any remaining entitlements and a link to the booking portal. Cancelled plan win-back sequence for clients who cancelled within the last 90 days with a tailored message based on the cancellation reason recorded at the time.
Frequently asked questions
Pet insurance reimburses the client for unexpected illness and injury costs after the event. A wellness plan is a prepaid preventive care subscription -- the client pays a fixed monthly fee in exchange for a defined set of routine services delivered over the plan year. The two products serve different client needs and are not alternatives to each other. In practice terms, wellness plans create a predictable monthly revenue stream, increase visit frequency, and keep the practice in contact with the client throughout the year rather than only when something is wrong. The software challenge is different too -- wellness plans require subscription billing, utilisation tracking, and client-facing entitlement visibility. Insurance integrations require claim submission and status tracking. We design for both contexts but the systems are separate.
Plan status is checked at the point of billing during the appointment checkout. When a plan is cancelled or suspended due to a failed payment, the plan status on the client and patient record is updated immediately. At checkout, the billing system checks the plan status before applying any plan entitlements -- a client with a cancelled or suspended plan is billed at the standard rate for any services that would otherwise have been included. The transition from active to suspended status triggers a client notification so the client is aware before their next appointment rather than discovering the change at checkout. Front desk staff can also see the plan status on the patient record at check-in.
Yes. The wellness plan layer sits on top of the standard appointment billing workflow rather than replacing it. For plan members, included services are flagged as covered at checkout and removed from the invoice. Non-included services -- specialist consultations, diagnostics, medications beyond those in the plan -- are billed normally. For non-plan clients, the checkout process is unchanged. The billing logic applies plan entitlements only where an active plan exists for the patient and the appointment type matches an included service. Plan and non-plan clients can be managed within the same appointment scheduling and billing system with no need for a parallel workflow for wellness plan members.
A focused wellness plan system covering plan configuration, direct debit billing, service utilisation tracking, and a client-facing portal typically takes 12 to 14 weeks from requirements sign-off to go-live. Adding plan performance reporting, renewal and retention management, and integration with an existing practice management system extends the timeline to 16 to 20 weeks depending on the complexity of the existing system. Cost is fixed and agreed before development starts based on the plan tiers, billing provider, and integrations scoped in discovery. We migrate existing plan data from spreadsheets or the current system where data can be exported in a structured format, and we train front desk staff on the enrolment and billing workflows before go-live.
Talk to us about your vet wellness plan software project.
Tell us your current plan structure, how you bill and track utilisation, and where the administration breaks down. We will scope a system that makes your plans work at scale.
