Customer Story
Great Western Animal Hospital relies on Vetstoria to reduce calls by 40% and book 4,000 appointments online after-hours
Customer Story
Great Western trusts Vetstoria with websites and marketing after booking 4000 appointments online after-hours, reducing calls by 40%
11,520
appointments booked online
40%
phone call reduction
37.8%
out-of hours bookings
Since the adoption of Vetstoria in 2016. (Through the Vetstoria platform)
Practice Type
Independent
PRACTICE MANAGEMENT SYSTEM
Key Features Used
✅ Real-time Online Booking
About Great Western Animal Hospital
Great Western Animal Hospital has had Vetstoria helping them reduce phone calls since 2016. Seven years on, they still swear by it.
Since its small beginnings in the 1960’s as a one vet practice, Great Western Animal Hospital has been renovated and modernised over the years to become a Fear Free seven-vet practice with great facilities and a dedicated, compassionate team of animal lovers.
Today, they see up to or over 50 patients per day, which includes surgical patients, which can range from 5 to 8 per day.
Strict no-overtime policy for receptionists
The Great Western Animal Hospital has a strict policy of no overtime for receptionists. To keep that in check they needed to limit phone calls — giving them more time to focus on important admin, whilst still being able to maintain a work-life balance.
They used to receive phone calls in abundance, and decided they needed some new software to enable them to take appointment bookings online.
Today, since the adoption of Vetstoria, they have booked 11,520 appointments and reduced phone calls by approximately 40%, without losing business.
“People are going electronic for everything and don’t really want to pick up the phone and call anymore. They would rather just be able to go online in their own time, maybe even out of hours, to make appointments and it is a lot more convenient for our clients, making their experience better.”
— Keira Anderson, Head Nurse at Great Western Animal Hospital
Out-of-hour bookings
Great Western Animal Hospital have since been able to generate a large amount of out of hour bookings, especially as they close on Sundays at 12 pm. In that interim period, pet owners, who might have sick pets, are able to secure a spot themselves on the following Monday morning, first thing. That gives them and the staff peace of mind.
Since 2016, 4,324 appointments have been made online out of office hours – that’s 37.8% of their bookings!
More efficiency and no pushback
When integrating Vetstoria with their systems, there was no pushback from the receptionists and other staff. Although the platform requires some initial training to grasp, it was quite straightforward to quickly begin tracking incoming appointments.
“The cooperation and the easy training led to more efficiency in the workflows within the clinic and the staff definitely had more time in hand to be able to do more things that they love.”
– Jodie Aylmer, Reception Manager at Great Western Animal Hospital
The biggest impact we have seen with Vetstoria is the ease of booking out-of-hours
Implementing Vetstoria for online scheduling has significantly benefited Jodie and her team. The integration of Vetstoria’s online booking system with their website was smooth and trouble-free. Moreover, they’ve received positive feedback from clients regarding the ease of online booking.
Vetstoria also sends the hospital ideas and analytics every month, which assists them in creating marketing content and helps them improve their online presence.
“The biggest impact has been on our clients, who appreciate the flexibility and ease of booking appointments online, especially after hours when we’re closed. This has helped us fill early appointment slots, particularly on Monday mornings, that would have otherwise been left vacant.”
– Jodie Aylmer, Reception Manager at Great Western Animal Hospital
We have always felt supported!
“The vets and the staff have been very impressed with the seamless onboarding Vetstoria took us through for online booking. Even with customer support, there is always someone we can reach out to fix any issues. We are very happy with the services Vetstoria provides for us and we don’t plan to go anywhere anytime soon.”
— Keira Anderson, Head Nurse at Great Western Animal Hospital
Vetstoria’s real-time online booking designed specifically for vets drastically reduces phone calls and keeps you in control. Book a free demo with us today and see how we can help you grow!
Great Western Animal Hospital is committed to high quality Healthcare, Veterinary Medicine and Surgery. This means that it is very important for all their team members to participate in ongoing education and external courses to constantly update their skills. Their vets often participate in continuing education seminars, conferences and courses to ensure we are delivering the most up to date standard of care. Their Nurses are also committed to their education by attending seminars and participating in training courses. All of their nurses are either Cert IV qualified or working towards their qualification, those that are qualified are also AVNAT Registered.
They also have a dedicated reception team who focuses on Customer Service and Satisfaction. They make sure that we maintain regular and close communication with our clients when their pets have recently undergone treatment so that the vets can better monitor their progress. They are all lovely and happy to help or answer any questions you may have.
“I started at Great Western Animal Hospital six years ago as a Veterinary Nurse completing work placement. Within a couple of years, I moved over to Reception due to a spinal surgery, and the last two years I have been in management, working closely with Keira and the other managers to grow and help Great Western Animal Hospital continue to thrive. We have a great close knit team and all work together to achieve our goals for the clinic.”
– Jodie Aylmer, Reception Manager at Great Western Animal Hospital
