{"id":2349,"date":"2024-08-13T16:32:04","date_gmt":"2024-08-13T06:32:04","guid":{"rendered":"https:\/\/software.covetrus.com\/apac\/?post_type=case_studies&p=2349"},"modified":"2026-08-13T10:16:14","modified_gmt":"2026-08-13T00:16:14","slug":"animal-emergency-hospital-launceston","status":"publish","type":"case_studies","link":"https:\/\/software.covetrus.com\/apac\/veterinary-insights\/case-studies\/animal-emergency-hospital-launceston","title":{"rendered":"Covetrus Ascend protects AEHL from missed charges and reduces staff training time by 90%"},"content":{"rendered":"

Overview<\/strong><\/span><\/h3>\n

Animal Emergency Hospital Launceston (AEHL)<\/a> is the only after-hours emergency veterinary clinic in Northern Tasmania. It was founded by Dr Lisa Reynolds in September 2023, who identified the need for an after-hours emergency service in the area.<\/p>\n

Although it currently operates when most other vets don\u2019t \u2013 from 5pm Fridays to 8am Mondays and on public holidays \u2013 the hospital aims to expand its services to a seven-day operation within its first year. With a long-term vision of moving into larger premises and increasing the number of vets on staff, the clinic aims to expand the level of care it provides for patients in its local community.<\/p>\n

Behind the decision to move to Covetrus Ascend<\/strong><\/span><\/h3>\n

Before establishing AEHL, Lisa had experience using several practice management systems, including RxWorks<\/a> and OpenVPMS. When setting up AEHL, Lisa reviewed Covetrus Ascend<\/a> and decided it was the best solution for her clinic’s needs. Key factors that influenced her decision were Ascend’s integration capabilities, paperless features, efficient pricing bundles, and automatic updates.<\/p>\n

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Covetrus Ascend training and onboarding<\/strong><\/span><\/h3>\n

The implementation of Covetrus Ascend<\/a> at AEHL went smoothly, despite the clinic being a new business with no pre-existing data to migrate. For this reason, the initial setup, including inventory and database creation, presented some challenges.<\/p>\n

However, Lisa says that the Covetrus team’s proactive and comprehensive support throughout the onboarding process helped overcome these initial hurdles. The team at Covetrus recognised the unique needs of Lisa\u2019s emergency hospital and tailored their training approach accordingly.<\/p>\n

They focused on the features most relevant to the after-hours emergency care her team provides, such as invoicing, pricing bundles, and communication tools. They de-emphasised less important features like appointment reminders and newsletters, which are less applicable in AEHL\u2019s emergency setting.<\/p>\n

\u201cWe don\u2019t do a lot of things that GPs do like send newsletters,\u201d Lisa says. \u201cWhereas other aspects of Ascend were really important to us, like keeping track of and being able to send histories to referring vets.\u201d<\/p><\/blockquote>\n

This customised training approach accelerated the learning curve for Lisa and her staff and enabled them to quickly start using Ascend to its full potential.<\/p>\n

The post-implementation support has been equally impressive, says Lisa. The Covetrus team has been readily available to address any questions or concerns and offer prompt and effective solutions. Additionally, the comprehensive online manual and frequent software updates have empowered AEHL to resolve minor issues on their own and further minimise disruptions to their workflow.<\/p>\n

Most useful and valuable features of Covetrus Ascend<\/strong><\/span><\/h3>\n

1. Pricing bundles and invoicing<\/strong><\/span><\/h3>\n

Covetrus Ascend\u2019s<\/a> pricing bundles have transformed the way AEHL manages its billing process. By standardising the costs for common procedures, the risk of mischarges has been significantly reduced.<\/p>\n

This saves valuable time and money for Lisa and her fellow veterinarians, as they can generate accurate estimates and invoices in seconds. Critically, it also prevents revenue loss due to undercharging. In an emergency setting where time is critical and accurate billing is essential, this feature has proven invaluable.<\/p>\n

\u201cBeing able to set up pricing bundles and charge efficiently and quickly in an emergency environment is essential,\u201d says Lisa. \u201cThe bottom line can take a huge hit with mischarges and it’s really easy to do it because you might have patients that are in hospital for three days,\u201d she explains. \u201cIf you’re not keeping up with your charges in a structured way, you’ll lose a lot of money.\u201d<\/p><\/blockquote>\n

\"\"2. Paperless workflow<\/strong><\/span><\/h3>\n

Covetrus Ascend\u2019s<\/a> paperless workflow offers a significant advantage for AEHL. By digitising consent forms, medical histories, and invoices, they have reduced clutter, improved efficiency, and enhanced their data security. This has saved physical space and streamlined administrative tasks, which allows staff to focus on patient care.<\/p>\n

 \u201cBeing paperless adds an environmental benefit,\u201d explains Lisa, \u201cbut it’s more around time-saving for the team, as we have to enter or scan every document into a system. \u201cNow, a client fills in a consent form and it’s all integrated easily through Ascend and VetCheck and the client gets a copy with a cost estimate. Being paperless is a big, big win for us,\u201d says Lisa.<\/p><\/blockquote>\n

3. Integration with VetCheck and Provet<\/strong><\/span><\/h3>\n

The seamless integration with VetCheck has revolutionised client onboarding at AEHL. By getting clients to enter their own information, the clinic has eliminated manual data entry errors and accelerated the check-in process dramatically.<\/p>\n

\u201cWe’ve just introduced the QR code system,\u201d Lisa explains, \u201cwhich prompts clients to automatically enter all their own details. This is huge for us because 90 to 95 percent of all the people that come through our doors have never been here before. So, we’re constantly creating new clients,\u201d she adds.<\/p><\/blockquote>\n

The Provet integration has also optimised AEHL\u2019s inventory management. It allows for tracking of stock levels, reordering of supplies, and accurate cost analysis for each procedure. This results in meaningful cost savings and ensures that essential items are always available when needed.<\/p>\n

Covetrus Ascend\u2019s<\/a> cloud-based nature has proven indispensable for an emergency clinic like AEHL. It provides secure access to patient records, lab results, and imaging studies from any location with internet connectivity.<\/p>\n