Putting Client Care Front and Centre

A Growing Multi-Site Practice

Bright Side Vets, co-owned by Jason and Kelly, opened its first practice in Swadlincote in December 2014. Since then, the practice has expanded significantly, opening a second site in Tamworth in March 2024. With a team of 35 staff members, including over five full-time equivalent vets and a growing referral service, Brightside Vets balances first opinion care with advanced services in ophthalmology, surgery, and internal medicine.

Their ethos remains clear: “We put both patients and clients front and foremost,” says Jason. “That’s what Brightside is about.”

Making Client Communication Seamless

Jason highlights how Digital Practice has transformed their communication processes. “The main thing for clients is being able to use a mechanism that is convenient for them, because whether it’s Facebook or whether it’s WhatsApp, people want to do different things.” he explains.

Clients particularly appreciate the ability to reach out whenever it suits them. “Our clients love the ability to contact us when it’s convenient for them, whether we’re open or not,” Jason says. “We often come in the morning, and there’s people that have sent a message overnight that we can then respond to. Whether it’s ordering dog food or requesting repeat medication at 10 p.m., they know we’ve got it and can act on it quickly.”

Easing Phone Line Pressure

Bright Side’s phone lines are often busy, which can be frustrating for clients. Digital Practice provides an alternative. “Our phones can get ridiculously busy,” Jason explains. “With WhatsApp or Messenger, clients can just send a message if they don’t need to speak to us. They can get to us as quickly and efficiently as suits them.”

This flexibility helps the team manage their workload better while ensuring clients still feel heard and supported.

Building Trust Through Strong Relationships

For Bright Side Vets, fostering strong client relationships is at the heart of their success. “Everybody comes into the sector wanting to look after animal health and care for patients,” Jason says. “But I think some places forget that they need to have that interaction and relationship with the clients to do what they do so well with pets and animals.”

By focusing on clear, convenient communication, Bright Side Vets has built trust with its clients. “It’s about ensuring clients trust us, which lets us provide the best medicine possible,” Jason adds.

Advice for Other Practices

Jason’s advice to other practices is simple: “Give clients a choice of channels. It’s that convenience and efficiency that they really value.”

Bright Side Vets demonstrates how established practices can leverage Digital Practice to improve communication, ease operational pressures, and enhance client relationships. Their story is a testament to the power of adapting to client needs in a fast-paced industry. Thank you Jason, for chatting to us!