Overview
The Gungahlin Veterinary Hospital is a purpose-built small animal hospital based in Canberra, Australia, with a team of experienced veterinarians, trained veterinary nurses, dedicated receptionists, and support staff.
Their medical technology and facilities allow them to diagnose and treat a wide range of small animal diseases and conditions. They have also met the requirements for accreditation from the Australian Veterinary Association, Small Animal Group, which recognises veterinary clinics for cats and dogs that provide superior care in hospital facilities.
In 2018, they opened Gungahlin Cat Hospital next door to Gungahlin Veterinary Hospital, providing a feline-friendly, ‘cat specific’ hospital specially designed to meet the unique needs of cats and ensure that their experience in visiting is as stress-free as possible.
Nine consulting rooms fill the 700m2, yet the most valuable component of Gungahlin’s offering is not the facilities themselves, but rather the care, compassion, and treatment that patients receive.
Intuitive workflows and customer support as a key driver for adopting new technology
Dr Michael Hayward, a veterinarian and practice director, and his wife ran their growing business out of their Nicholl home for six years before rebranding to Gungahlin Veterinary Hospital in 2002.
As their needs changed over time, they upgraded from using DOS-based software to VisionVPM, a more modern system. The most crucial factor in choosing an efficient practice management system was to have simple and intuitive workflows and a stable system that would be easy for their staff to use. They also appreciated the strong customer support and personalised service they’ve experienced with VisionVPM.
Hayward emphasises:
“We’re a busy team and appreciate that background support. For any change requests we’ve had, they’re fulfilled very quickly – and that’s one of the things I’ve thoroughly enjoyed and appreciated being with VisionVPM over the years. The support team including Michelle, Hayden and Brad and more have all been excellent.”
Increased demand and lean process
Like many other veterinary clinics across the globe, demand at Gungahlin Veterinary Hospital has been high since COVID-19 and has not decreased.
With the hospital running at high capacity, Dr Hayward and his staff have been grateful for VisionVPM’s capacity to improve management and simplify daily workflows.
VisionVPM has offered them the following benefits:
- Easier workflows and intuitive processes
- Better client and patient management
- Improved client communications
- Significant time savings
- Effective inventory management
- Useful, time-saving third-party integrations, e.g. insurance and payments
“Since COVID, demand has increased dramatically – our staff are working extraordinarily hard, and inevitably, with the global vet shortage too, there’s been tiredness and burnout to consider. Since the demand for vet services is already there, our goal isn’t so much about expansion but rather, managing the business well—taking care of our staff, having proper processes, making life easier in general—while ensuring the highest standards of care are being delivered to our clients. And VisionVPM helps us out with that.”
Transforming everyday challenges
One of the key highlights for Hayward’s team is the VisionVPM integrations. The latest they are using is the GapOnly® insurance integration in beta, which offers clients more flexibility and peace of mind in the funding of their pet’s treatment. Dr Hayward outlines:
“Thanks to the upcoming GapOnly® integration with VisionVPM, it’ll be much easier and simpler to submit a claim. My clients can enjoy more affordable options, it will encourage them to take up insurance and more money is in the pot for animals to be treated appropriately.”
In addition, the veterinarians at Gungahlin Veterinary Hospital are grateful for the built-in features, such as the ability to see a patient’s complete medical history and list of medications.
With one click, they can see a summary of all the medications, saving time and effort compared to manually reviewing histories and going back to check individual invoices. Consequently, the team saves a significant amount of time each week thanks to these useful and efficient time-saving features.
When it comes to client communication, the SMS and email features in VisionVPM enable them to clearly communicate with clients at all stages of their care. With the correct technology and processes in place, Dr Hayward and his team can embody those ASAV healthcare values, which is essential for a hospital that places a large emphasis on preventative care, such as sending out emails or SMS’ regarding vaccination programmes, diet, worming, dental care, desexing, and behaviour. A client’s ability to receive continuous status updates through SMS regarding their pet’s hospital care is equally important.
“Other areas I really enjoy in VisionVPM is the integration of SMS and email, delivering ease in client communications. Also, lab integrations are a feature that we appreciate very much. Provet Connect works smoothly and effortlessly.”
At Gungahlin Veterinary Hospital, the use of VisionVPM has played a role in transforming everyday challenges into opportunities for improved service delivery and staff well-being.
“Our greatest asset is our staff. VisionVPM helps us to make our staff’s work easier, which flows on to better client outcomes.”
With the support of VisionVPM’s robust features—from seamless third-party integrations to effective client communication tools—the hospital has not only maintained but elevated its standard of veterinary care during times of increased demand.
Dr Michael Hayward and his team have experienced substantial benefits, including enhanced workflow efficiency, reduced administrative burdens, and improved financial management. These improvements have allowed the hospital staff to focus on client and patient care.
Personalised service
VisionVPM stands out not just for its technology but for its exceptional customer support, ensuring that any specific needs or challenges faced by the veterinary team are addressed swiftly and effectively. This commitment to personalised service underlines the value of VisionVPM as more than just a software provider but a true partner in veterinary practice management.
“The VisionVPM team offer a more personalised service and that’s what I’ve experienced all the way through. As usual, the support team has been excellent. They have helped with our unique requests, which were fulfilled quickly, and provided useful recommendations for how to improve the practice’s workflow and efficiency.
I can certainly recommend VisionVPM. We’ve had a long and very happy experience. The software has grown to meet our needs over time. Its features enable you to do a better job in a quick period of time. There’s so many of those features that have been terrific.”
To see how VisionVPM can help streamline operations, enhance client satisfaction, and support your staff, reach out for a demo or consultation.