Location: Brisbane, Australia
Practice Type: General Practice Practice Management Software: Covetrus, Ascend
Key Outcomes: Reduced admin, fewer no-shows, better client communication, peace of mind for both clients and the team
About Goodna Veterinary Clinic
Chris and his partner run Goodna Veterinary Clinic in Queensland: Chris comes from a background in human health, leadership, and customer service, and saw an opportunity to bring a more modern, business-minded approach to the veterinary space.
The Problem: More Clients, More Complexity
As the the Goodna Veterinary Clinic grew, Chris started noticing gaps in how the team communicated with clients, especially outside of normal business hours. Important updates were missed. Clients couldn’t always get through. Vets were left wondering how a patient was doing after surgery.
“Clients would call or email after hours, but it wasn’t always reliable. We’d try to follow up, but sometimes they wouldn’t answer and we were left in the dark.”
It also helps clients make better decisions overnight. If they’re unsure whether to visit an emergency clinic or wait until morning, the assistant guides them through the basics.
The team can send out pre-appointment forms, post-surgery follow-ups, or general check-ins and clients reply in their own time, often with extra detail or photos. So, by the time the clinic opens, the team’s already a step ahead.
It Doesn’t Feel Like a Chatbot Anymore
ClinicWise hasn’t just made things easier for the team, it’s changed how clients feel about interacting with the clinic.
Instead of generic bots or impersonal forms, clients now get timely, relevant responses that feel human. They’re more confident reaching out, even after hours, because they trust their message won’t disappear into the void.
“Clients love it. They feel heard, and we’re not chasing our tails,” Chris said.
Feedback forms show noticeable satisfaction with ClinicWise’s processes. Being able to ask questions, send updates, or complete forms without waiting on hold has made a real difference.
“It doesn’t feel like a chatbot anymore – it feels like someone’s actually listening.”
Forms That Save Time and Give Peace of Mind
One of the most valuable tools has been the automated forms. The team sends out post-surgery questionnaires, which help confirm whether a pet is recovering well. They’ve also added pre-appointment forms, which give the vets a heads-up before the client even walks in.
“Clients book for a vaccine but have a list of ten other things. The form helps us plan. It saves the vets time, and it saves our front-of-house team from a long phone call.”
Chris admitted he was sceptical about using forms at first.
“I thought they’d feel impersonal. But once I saw how helpful they were – for both us and the client – I completely changed my mind.”
Better Booking, Fewer No-Shows
Since switching to the ClinicWise booking system, it’s become easier for clients to book online. It’s simple to use, and importantly, it now handles deposit collection for appointments. This has had a real impact on no-shows.
“The old system was clunky. People would drop off before finishing. This one’s much more intuitive, and with the deposit built in, our no-shows dropped significantly.”
Support That Feels Like a Team
Chris also appreciates how customisable ClinicWise is, and how responsive the team has been.
“I’m the kind of person who asks questions and pushes things. The team always helps us figure out how to tweak things to work better for our clinics.”
He sees ClinicWise as a long-term partner, not just a tool.
Final Thoughts
When asked what feature he’d miss the most if ClinicWise disappeared, Chris didn’t hesitate.
“The questionnaires. They’re a game changer. Whether it’s a follow-up or a pre-visit form, they help the whole team stay ahead and give everyone peace of mind.”
Chris’s Advice: Don’t Wait Until You’re Drowning
For clinics still juggling voicemails, late-night texts, and manual admin, Chris has one piece of advice:
“Don’t wait for things to get overwhelming. Try it. It’s flexible, it integrates, and it frees your team to focus on actual care – not chasing calls or typing notes.”
