What’s it like having an AI digital assistant working for your clinic? And what kind of efficiencies can you expect?
In this case study, Oaklands Veterinary Hospital in Canada describe why they’re loving ClinicWise and their digital assistant, Sam.
Oaklands Veterinary Hospital is a modern 9-doctor practice, with 8 technicians and 13 support staff. Located in Victoria, BC, they’re a general practice with special interests in orthopedics, dentistry, cardiology and internal medicine.
Dr Joanna Piercy is one of Oaklands’ co-directors and lead veterinarians. She has an interest in technology, and was quick to see the benefits of employing an AI digital assistant
One platform - multiple workflows
Dr Piercy says being able to run everything via a single platform is a major benefit:
As a cornerstone function, Sam acts as 24/7 digital concierge on Oaklands’ website – answering common questions and guiding clients to info they’re looking for.
Sam provides helpful info on the hospital’s services, pricing, opening hours, after-hours (including instructions & directions), and more.
Here’s an example of their clients have to say:
Comment: This is an outstanding use of AI. We’ve already been super impressed with your clinic, but this adds an extra shine! Love not having to bother staff to book appointments, and it’s super easy to do it this way!”
Straight-to-calendar client bookings
There’s a simple 4-step process which allows Oakland’s clients to book their preferred time, doctor and appointment type. Sam also provides helpful tips and guidance if needed.
As part of the booking process, Oaklands also uses the payments workflow from ClinicWise.
“It’s great that ClinicWise integrates with our payment system. This means we can request $20 pre-payment from new clients, which helps to minimize no-shows.”
To learn more about the full benefits of ClinicWise 24/7 automated bookings, check out this blog.
Pre-visit histories & pre-admission questions
Sam automatically sends these surveys to clients (either by email or SMS) to complete before they arrive in the clinic. This streamlines the entire process and takes pressure off the front desk.
Dr Piercy is enthusiastic about the benefits:
Streamlined post-operative follow-ups
Sam automatically sends a link to the client following each procedure, with a short series of questions, asking how their pet is doing.
The client’s response is emailed back to the clinic, in an easy-to-read format (as well as automatically writing to the patient’s file).
If there are any issues flagged – or the client requests a call – the team will follow up.
“Our technicians just look through the list and only have to call those who haven’t responded by a certain time, or those who have requested a personal call via Sam,” says Dr Piercy.
She says clients also love the convenience:
Excellent customer support
“The ClinicWise team were great at helping us personalize Sam’s conversations for our clinic,”she says.
ClinicWise requires minimal ongoing maintenance. Each clinic has its own self-service portal, which includes guides, tools and easy-to-follow instructions. For any other tips and advice, the monthly subscription includes free ‘ask us anything’ calls with the Virtual Vet Nurse support team.
Dr Piercy sums up her experience:
“Customer support has been great! The VVN team are always quick to respond.”
