May 13, 2025
Founded more than 28 years ago on the philosophy that “good medicine offered through the prism of spectrum of care is the key to a financially successful clinic,” Hometown Veterinary Services has grown from a two-person operation into a thriving, three-doctor practice with nearly 35 team members. Located in Northeast Ohio, Hometown Vet is known for its compassionate care, strong community ties, and forward-thinking approach to practice management.
Led by Owner and Principal DVM. Dr. Eric Pugh, the practice has consistently embraced innovation to improve medical outcomes, staff well-being, and client experience. In February 2025, the leadership team identified an opportunity to streamline clinical documentation and improve appointment flow by implementing VetRec. What followed has been described by Dr. Pugh as “the biggest game changer of my career.”
Like many busy practices, Hometown Vet was facing increasing documentation demands that impacted clinician time, appointment efficiency, and after-hours workload. Despite already utilizing a prior AI scribe system, inefficiencies remained. “Even with experience using earlier AI tools, we were still spending too much time finalizing records,” said Dr. Pugh. “It wasn’t sustainable as appointment volumes grew.” The team required a more powerful, accurate, and user-friendly solution that could handle high caseloads while upholding the hospital’s longstanding commitment to thorough, personalized care.
After evaluating next-generation tools, Hometown Veterinary Services selected VetRec as its preferred AI-powered veterinary software solution in February 2025. Within weeks, the impact was undeniable. “It allows me to see 25–30 appointments per day and have professional, in-depth medical records, plus generate a report card for every patient, in less time than it used to take me to document a single complex case,” said Dr. Pugh. Thanks to VetRec’s intuitive voice-guided design, the learning curve was minimal for both doctors and support staff. Team members were able to begin using the software almost immediately, regardless of prior tech experience. Hometown Vet also integrated VetWise, a support and customization partner that helped the team optimize VetRec’s capabilities for even greater impact.
“VetRec increases efficiency out of your most efficient people, it accomplishes what I thought was impossible,” said Dr. Pugh. “Even the computer illiterate can figure it out with the help of VetWise. It’s the lowest-cost, highest-impact investment we’ve ever made.”
Since VetRec was implemented at Hometown Vet, it has transformed its operations across multiple dimensions:
• Financial Impact: Since launching VetRec, the clinic has seen a 22% increase in production, driven by shorter appointment cycles, higher visit capacity, and greater overall workflow efficiency.
• Clinical Efficiency: VetRec accelerated note completion by over 40%, allowing doctors to see more patients without sacrificing quality. Phone call summaries now take under 60 seconds, freeing up staff time across departments.
• Client Experience: The platform helped doctors improve communication by encouraging them to verbalize findings during exams, boosting transparency and client trust. As a result, client satisfaction scores have improved significantly.
• Staff Well-Being: With less time spent on documentation, technicians and assistants are more available to support patient care, and doctors experience less end-of-day burnout. VetRec also enables less experienced assistants to support exam rooms effectively, alleviating strain in a competitive hiring market.
By pairing industry-leading AI tools with a team committed to high standards and continuous improvement, Hometown Veterinary Services has successfully modernized its approach to care delivery. VetRec has empowered doctors, elevated staff efficiency, and deepened client trust allowing Hometown Vet to continue its legacy of excellent medicine while preparing for an even brighter future.
