Faced with industry-wide staff shortages and increasing client demand, many mid-sized veterinary practices are hitting a growth ceiling. Oakridge Veterinary Hospital, a respected 3-doctor practice, found itself in this exact position in early 2024. Despite a stellar reputation, they were struggling with administrative bottlenecks and diagnostic delays that capped their daily caseload and stretched their team thin. This case study details their journey of adopting a targeted AI strategy that not only solved these issues but also increased their overall caseload capacity by a sustainable 15%.
The Problem: A Friction-Filled Workflow
The leadership at Oakridge identified three primary areas where operational friction was costing them time, revenue, and staff morale.
1. Administrative Overload
The front desk was constantly engaged with phone calls for appointment bookings, confirmations, and routine client questions. The client service team was spending an estimated 60% of their time on logistical tasks, leaving little room for high-value client engagement or follow-ups.
2. Diagnostic Bottlenecks
Radiology workflows were a consistent source of delay. While confident in their interpretations, the team often sought specialist reviews for complex cases, a process that could take 24-48 hours. This created client anxiety and delayed the start of treatment plans.
3. Inefficient Clinical Documentation
Like many practices, veterinarians at Oakridge spent a significant portion of their post-appointment time writing up clinical notes. This "pajama time" was a leading contributor to burnout and reduced the time available for clinical research or professional development.
The Solution: A Phased, API-Driven AI Integration
Instead of a single, monolithic solution, Oakridge adopted a multi-pronged AI strategy, using their cloud-based PIMS (ezyVet) as the central hub to connect specialized tools.
1. AI-Powered Communications Hub
They implemented an AI-driven client communication platform that integrated with their PIMS. This system automated appointment reminders and confirmations via text and email, and its chatbot handled over 50% of routine inquiries (clinic hours, location, wellness plan questions) without human intervention.
2. Instantaneous Radiology Triage with VetCT
For diagnostics, they adopted VetCT's AI-powered triage tool. Every radiograph taken was automatically analyzed, providing an instant "second opinion" that flagged potential abnormalities in under 10 minutes. This allowed their veterinarians to make treatment decisions faster for routine cases and identify which specific cases required a full specialist review with greater confidence.
3. AI-Powered Scribe for Clinical Notes
The final piece was the introduction of an ambient AI scribe tool. The system listened to the veterinarian-client conversation during the appointment (with client consent) and automatically generated a structured, accurate draft of the clinical notes (SOAP format) within minutes of the consultation's end. Veterinarians only needed to review and approve the notes, rather than writing them from scratch.
"The goal wasn't to replace our team; it was to augment them. We chose tools that integrated with ezyVet's API to ensure we weren't creating new data silos. Our PIMS became the central nervous system for an intelligent, automated practice."
- Dr. Anya Sharma, Owner, Oakridge Veterinary Hospital
The Results: Measurable ROI and Improved Care
The implementation, phased over six months, yielded significant, quantifiable results:
- 15% Increase in Caseload Capacity: By smoothing out the workflow, the practice was able to increase its capacity from an average of 40 to 46 appointments per day, without increasing staff hours or burnout.
- 70% Reduction in Administrative Phone Time: The front desk was freed up to focus on in-clinic client experience and complex cases.
- 95% Faster Preliminary Radiology Reports: Decisions that once took hours or days could now be made within minutes of the X-ray being taken.
- 50% Reduction in Time Spent on Clinical Notes: Veterinarians reported finishing their documentation before the end of the workday, drastically improving work-life balance.
Financially, the clinic calculated a full return on their AI investment within 8 months, driven by the increased caseload and improved operational efficiency. More importantly, the team reported higher job satisfaction and felt they were able to provide a higher standard of proactive, responsive care to their patients.
Conclusion
Oakridge Veterinary Hospital's success demonstrates that a thoughtful, integrated AI strategy is no longer a futuristic concept but a practical tool for growth and sustainability in 2025. By leveraging their existing PIMS as a platform and choosing specialized AI tools to solve specific problems, they created a more efficient, profitable, and rewarding environment for staff, clients, and patients alike.