Customer Stories—Real Stories in Practice
The veterinary industry is adjusting rapidly to meet the growing demands of pet owners, to compete with Internet pharmaceuticals and to embrace new diagnostic technologies. All these changes could be overwhelming; but you’re not in it alone. Read first-hand accounts of how practices like yours are finding ways to meet challenges and prosper.
 | High-Tech Meets High-Touch—Client Relations in the Big Apple 284 West 26th Street New York, NY
Founded in 1997 and located in Manhattan, West Chelsea Veterinary employs seven veterinarians and 31 staff members. Admirably, half the staff has been working there for more than five years, while 70% have been there for more than three years. They take great pride in the longevity of the team and the quality medical care delivered in their state-of-the-art facility. Liz Luboja has been the hospital manager since the practice opened. Like most practice managers, she wears many hats, overseeing staff and client matters and making sure that each area of the hospital runs smoothly and efficiently. In this article, Liz talks about the intersection of technology and client relations in New York City.
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- Cascade Animal Medical Center’s Path to Profitability
Dr. Mark Wenner and Linda Wenner of Cascade Animal Medical Center in Rochester, Minnesota, talk about transitioning their large, multiple-doctor practice to integrated technology and the resulting financial benefits.
- Countryside Veterinary Services’ Journey to Streamline the Client Experience
Justin Kollock, hospital manager and lead technician at Countryside Veterinary Services, shares the story of his practice’s transition to integrated technology in a series of journal entries.
- Germantown Veterinary Clinic: Managing Change that Supports Practice Growth in Germantown, Maryland
Allison Lowe has worked as a technician and operations supervisor at Germantown Veterinary Clinic in Germantown, Maryland, for seven years. Founded in 1983, Germantown Veterinary Clinic is a full-service, primary-care veterinary facility with ancillary diagnostic and therapeutic services available for animals with special medical or surgical needs. Allison explains how she uses a combination of education, communication and technology to manage change in her practice.
- Main Street Veterinary Hospital: Making it Work in Flower Mound, Texas
Practice Manager Mary Beth Soto has been with Main Street Veterinary Hospital for 11 years. She has 26 years of veterinary hospital experience as a technician and manager, and has had a special interest in management for the past 20 years. She also serves as the hospital’s IT person. Mary Beth talks about staying competitive in challenging times, when competition is high and staff and clients are in short supply.
- Overland’s Path to Integration: High-tech Tactics for Better Care
Dr. Kirk Cito, director of Overland Animal Hospital in Denver, Colorado, describes how integrating the technology in his one-doctor practice lets him provide more efficient, personalized care.
