Case Study: Vets for Pets Worcester

VetsforPets Worcester is a locally owned and operated clinic that is part of the nationwide network of clinics under the VetsforPets name, providing a broad range of care to pets in Worcester, UK. Run by vets Dr Jonathan Niccol and Dr Kevin Bourne, it is a tech-enabled, forward-thinking veterinary practice known for constantly trialling - and quickly iterating on - solutions that enhance patient care, client experience, and team wellbeing.Their philosophy is simple: invest in innovation that elevates quality and proves its worth in practice.

Their team continually explores new ways to create a better experience for clients and their pets, and also for their team of clinicians - from air purification systems to workflow optimisation tools. When they discovered Heidi, an AI assistant that listens to consultations and generates clinical notes automatically, they saw an opportunity to push quality and consistency even further.

Like many vet practices, VetsforPets Worcester faced growing pressures: maintaining clinical standards while managing admin-heavy workflows. Notes were often written after hours, and while vets could technically keep up, it came at a cost to focus and wellbeing.

As Jonathan put it:

Along with notes, clinicians would spend a lot of time on admin tasks such as arranging ongoing care, investigations, reviews, and patient follow-up. Overall, the admin burden of notes and post-care tasks were not only causing after-hour burnout, but also inadvertently affecting the quality of care provided.

Heidi was introduced as a way to streamline documentation. What surprised the team most was that the real benefit wasn’t saving time - it was improving the quality of consultations.