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Client spotlight · 2024

From a wrong number to a workflow improved no end.

Malthouse Vets found us by accident, a misdialled phone call, then decided they didn't need IT support. It turned out they did. Now the support, the on-site reviews and the workflow speak for themselves.

Practice Malthouse Vets Small Animal
Where Narberth
Published June 2024 Fully managed engagement
Filmed on location · Narberth Watch on YouTube ↑

01 · THE CHALLENGEWhat the practice was facing.

Malthouse Vets did not set out to find an IT company. While owner Natalie Morris was researching a new practice management system, she phoned Jack by accident, heard what Veterinary IT Services did, and decided she did not need it.

It turned out she did. Carrying on without proper IT support became, in her words, a bit of a disaster: a busy practice running on technology that nobody owned end to end, with problems and no clear person to call.

Having crossed paths with Jack again at a few conferences, she reached out, this time to ask for help. Looking back, her advice to other practices is simple: you don't think you need it, but you probably do.

WHAT WE DID · ACROSS THE PRACTICE

5 places. 5 fixes.

The practice is a connected system, every fix had to land without disrupting clinical hours. Each card below is one part of the engagement.

00

Hands-on support from go-live.

When Malthouse went live we were there in person, not at the end of a ticket queue, so the team had real support through the change rather than being left to work it out alone.

01

On-site reviews every six months.

We come to the practice in person every six months to look at everything, because seeing the setup physically matters as much as watching it remotely.

02

Help that sees what you see.

Day to day, we can hop straight onto a computer and see exactly what the team is describing, so issues get understood and fixed fast instead of lost in translation.

03

A workflow improved no end.

From the practice management system outwards, we tightened how the technology supports the day, the kind of improvement that quietly adds up across every appointment.

04

Ready for where the industry is going.

Malthouse sees technology as central to the next few years. We are the partner helping them adapt and stay ahead, rather than catch up.

You don't think you need it, but you probably do. It improves your workflow no end.

NA
Natalie Morris, Malthouse Vets Malthouse Vets
THE RESULT

What changed for the practice.

Day one
Hands-on support from go-live
Every 6 months
On-site reviews, in person
No end
Workflow improvement, in her words
You probably do
Her answer to whether you need IT support
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