How Pawsitive Care Veterinary Reduced Lobby Wait Times by 70% and Improved Treatment Consent
About Pawsitive Care Veterinary
Pawsitive Care Veterinary is a full-service animal hospital providing comprehensive care for dogs, cats, and exotic pets. With 3 veterinarians and 12 support staff, they see over 400 patients monthly. The clinic offers preventive care, surgery, dental services, and emergency treatment for the Portland community.
The Challenge
Crowded Lobby and Treatment Authorization Delays
The clinic lobby was constantly crowded with pet parents filling out paperwork while anxious pets waited. New patient registration took 15-20 minutes, and even returning clients spent time updating information. The chaos stressed both pets and their owners.
Treatment consent was another bottleneck. When a pet needed unexpected procedures, getting authorization by phone or waiting for owners to return caused delays. Emergency situations were particularly challenging when owners couldn't be reached immediately.
- 15-20 minute lobby wait times for paperwork
- Stressed pets in crowded waiting area
- Treatment delays waiting for owner authorization
- Phone tag for consent during procedures
- Paper records difficult to access quickly
The Solution
Digital Intake and Remote Treatment Authorization
Pawsitive Care implemented Formfy for complete digital pet parent experience. New clients receive registration forms before their appointment, completing pet history, vaccination records, and emergency contacts from home. Returning clients confirm information via quick digital check-in.
Treatment authorization happens in real-time via e-signature. When unexpected procedures are needed, owners receive a notification with the treatment plan and can authorize immediately from their phone — even from work or traveling.
Features Used
The Results
Calmer Clinic, Faster Treatment Decisions
The lobby transformation has been dramatic. Wait times dropped 70%, and the atmosphere is noticeably calmer. Pets spend less time in stressful environments, and pet parents appreciate the modern, efficient experience.
Treatment authorization is now near-instantaneous. When a procedure is needed, owners receive a notification, review the plan, and sign within minutes — even if they're at work. This has significantly reduced treatment delays for urgent cases.
- 70% reduction in lobby wait times
- Treatment authorizations completed in minutes vs. hours
- Calmer, less stressful clinic environment
- Pet parents can authorize treatment remotely
- 99% client satisfaction with digital experience
Pet parents complete everything before they arrive, so check-in takes seconds. When we need treatment authorization, owners can sign from work in minutes instead of us playing phone tag for hours. The pets are calmer, the parents are happier, and we can focus on providing excellent care.
Dr. Sarah Kim
Lead Veterinarian at Pawsitive Care Veterinary
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