Connected Care Builds Loyal Following

Veterinary professionals around the world were quick to adjust their practices in the pandemic, shifting from in-clinic to curbside care seemingly overnight. I’m inspired by the story of Sydney Animal Hospital in particular, which is not only surviving the crisis, but thriving in the process – by embracing technology as much as animals.

Following a stint as a Flying Vet in the rugged terrain of Western Australia, Dr. Sam Haynes founded SAH, a group of six veterinary hospitals that strives to deliver individualized care for their patients -- both in person and beyond the exam room. Using iRecall practice management software, Sam and his team can balance their workflow in the clinic while staying in constant touch with clients. Pet owners benefit from personalized messages tailored to their pet’s breed, age and clinical history.

Since COVID, their business has been soaring, fueled by visits from existing clients spending more time at home with their pets, plus the influx of newly adopted animals. Through it all, Sam’s digital investments have paid off, making it easier to manage the phones, keep clients informed of COVID protocols when they come to the clinic, and maintain focus on tending to their four-legged patients. The staff is also staying on top of client reviews through software that captures feedback and immediately alerts the team to any concerns. All the added efficiency and responsiveness has eased the staff’s workload and boosted SAH’s ratings. Their Net Promoter Score – which measures customers’ likelihood to recommend a business to others – jumped more than 7 percentage points in the last year!

Sam is now keen on taking SAH to new heights by making room for even more patients and improving convenience. “My vision is to significantly reduce the amount of product in the waiting rooms as we link more to Pet Health Plans, e-commerce and drop-ship service. Communications, click and re-order capability will be important in achieving this,” said Sam.

We look forward to helping SAH fly even higher. Thank you Sam Haynes and the SAH team for allowing us to celebrate your amazing work!