Fostering growth at Friendly Paws Veterinary Clinics
Discover how a multi-location veterinary practice boosts staff retention and empowerment by leveraging VetPro's advanced software solutions.
Practice overview
3
Clinic locations
Strategically situated across beautiful San Diego, California.
9.5
Full-time veterinarians
A dedicated team of 9.5 full-time veterinarians, set to expand with 3 more!
40+
Total team members
A robust team of over 40 para-veterinary staff provides comprehensive support across all locations.
About the practice group
Comprising of Friendly Paws Veterinary Clinic, Urban Animal Health Associates, and Cityscape Pet Clinic, this thriving three-location practice group exemplifies sustained excellence in animal care. These facilities consistently demonstrate favorable growth, underpinned by ambitious expansion plans for the upcoming year.
Meet Lisa Brown, CVPM, PHRca
As the dedicated practice manager for all three Friendly Paws clinics, Lisa Brown expertly oversees internal operations with unwavering commitment. Her passion for exceptional animal care is perfectly balanced with a strong drive for operational excellence and business efficiency.
Lisa and her team are keenly aware that smooth processes are essential for staff retention and enhanced client experiences. This understanding is why they rely on VetPro's comprehensive prescription management and online pharmacy tools.
The challenge: An urgent need for change
Manual data entry
Tedious, manual data entry consumed valuable staff time, impeding daily operations across all clinic locations.
Mixed documentation
The dual system of managing both paper and digital records led to significant inefficiencies and potential errors.
Poor client experience
Outdated and inconvenient client interfaces created frustration and hindered patient engagement across all three practice locations.
"I needed an integrated tool so my technicians and doctors weren't spending 20 steps getting through an online pharmacy process—something streamlined into our medical records and convenient for clients."
— Lisa Brown, Practice Manager
Recognizing the critical need for enhanced practice efficiency, Lisa and her team made the pivotal decision four years ago to migrate from their legacy system to the comprehensive VetPro Platform.
A strategic path to success
Even with seamlessly integrated and user-friendly solutions, migrating three locations and over 50 staff members demanded meticulous, tactful management. Lisa and her team adopted an iterative and thoughtful approach to ensure a smooth transition.
01
Phased
implementation
Test programs were rolled out gradually across each practice to prevent overwhelming existing infrastructure, allowing for crucial staff insights and adaptive adjustments.
02
Addressing diverse client needs
The team maintained traditional phone order options for certain clients while simultaneously introducing a streamlined online interface tailored for younger, digitally-savvy pet owners.
03
Engaging promotional campaigns
Leveraging robust client communication features, comprehensive promotional campaigns were launched to significantly boost engagement with the new online pharmacy.
Demonstrable Success
15%
Profitability
Achieved benchmark profitability.
67%
Staff Growth
Staff size grew from 30 to over 50 team members.
Through tactful deployment and optimized processes, this integration has fueled significant growth for Friendly Paws. The practice continues to see increasing revenue, headcount, and profitability, all while maintaining high staff morale and a healthy work-life balance.
Beyond the numbers
Empowering staff through technology
For Lisa, success extends beyond mere financial benchmarks. It's fundamentally about empowering her staff through technology and fostering a truly positive work environment.
The company is deeply committed to fostering staff development by providing new opportunities for growth. After navigating some of the toughest years in veterinary medicine, Lisa emphasizes the crucial role of a supportive environment.
Happy teams
Team members genuinely enjoy their work, their colleagues, and the cherished relationships they build with clients.
Career development
The practice fosters rapid growth, with new hires—even those initially lacking experience—rising to top supervisory roles in under two years.
Work-life balance
Achieving sustainable growth without compromising staff morale or overall well-being.
A testament to growth
"My teams are happy, they enjoy the work they do, each other, and our clients. I've seen some people, who I hired with no experience, that are now inches away from being one of my top supervisors in less than a year and a half. That's what success feels like to me."
— Lisa Brown, practice manager, Friendly Paws
Lisa's profound pride in her team's development underscores Friendly Paws' definition of success: cultivating an environment where individuals not only thrive but are also empowered to ascend into leadership positions.
Embracing future growth
Streamlined operations
Continuously optimizing workflows for peak efficiency and exceptional care.
Growing their talented team
Expanding their dedicated staff to serve more patients across all locations.
Leveraging advanced technology
Adopting cutting-edge solutions to deliver the best possible care.
Lisa and her dedicated staff are not just anticipating; they are actively shaping the future of Friendly Paws. With strategic advancements in processes, team expansion, and technology, all three locations are poised for continued success and ready to embrace what comes next.
Ready to explore how VetPro can help your veterinary practice grow?
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