May 6, 2025
Privately owned and operated since 2013, Best Pets Veterinary Hospital is a full-service, five-doctor practice in Tewksbury, Massachusetts, committed to building long-standing relationships with its clients. Guided by the mission of providing “Skilled care you can trust,” the hospital offers compassionate, comprehensive outpatient and inpatient care, including a full range of surgical and dental services.
Led by Owner and Head Veterinarian Dr. Heidi Tapscott and Business Manager and COO Bob Tapscott, Best Pets prioritizes exceptional patient care and staff well-being. While managing a high-volume practice, the hospital fosters a positive, collaborative environment built on mutual support and shared purpose. By fully leveraging its highly trained support staff, Best Pets allows its veterinarians to focus on clinical decision-making and client communication, reducing burnout and compassion fatigue.
Best Pets prides itself on its use of cutting-edge technology, including digital radiography, an in-house lab, and advanced cloud-based practice management software. Through its VMG affiliation, the leadership team remains engaged in the national veterinary community, where they increasingly heard about the promise of AI-powered veterinary software. In February, they launched a structured evaluation of four leading platforms, including VetRec, to assess their potential to enhance clinical efficiency.
Following rigorous testing, the team unanimously selected VetRec for its superior performance, achieving 35% faster note processing and an accuracy rating of 9/10, compared to 6/10 for the next-best competitor. Since implementation, VetRec has integrated seamlessly into Best Pets’ workflow. With over 1,500 VetRec sessions completed in April alone, the hospital has streamlined clinical documentation and significantly improved productivity.
As a high-volume, full-service practice, Best Pets faced mounting documentation demands that strained clinical efficiency and staff well-being. Despite a robust digital infrastructure and skilled support team, veterinarians spent excessive time on note-taking, often after hours, reducing face-time with clients and contributing to burnout.
Determined to preserve their standard of care and tight-knit team culture, the leadership team recognized the need to reduce administrative burden without compromising compliance or documentation quality. As industry conversations around AI veterinary software intensified, Best Pets began exploring solutions.
In February, Best Pets Veterinary Hospital conducted a formal evaluation of four leading AI veterinary software platforms. Each solution was assessed for its ability to streamline clinical documentation while preserving Best Pets’ standards of excellence. After rigorous testing, the team unanimously chose VetRec, which stood out for its accuracy and efficiency, achieving 35% faster note completion and a 9/10 accuracy rating, versus 6/10 for the nearest competitor. “The difference in speed and accuracy was dramatic,” said Practice Manager Corrie Doe.
Since implementation, VetRec has transformed daily operations. “Implementing VetRec has been a game-changer for our practice. The time we save on documentation allows us to focus more on our patients and less on paperwork,” said Dr. Heidi Tapscott, Principal DVM. In April alone, the hospital completed over 1,500 VetRec sessions. Staff have reported improved efficiency, reduced burnout, and greater job satisfaction. Leadership has observed measurable gains in productivity and morale. “Our team is happier and more effective,” said Bob Tapscott, Business Manager and COO.
VetRec has proven easy to adopt across the Best Pets' team. Veterinarians, technicians, veterinary assistants, and client service representatives were all able to learn the system within minutes. It has significantly improved clinical documentation, not only supporting SOAP notes during appointments, but also providing structured support for surgical, dental, and ultrasound notes. “It’s common to see our vets walking through treatment and radiology areas, dictating their notes with ease,” added Corrie Doe.
The client service team especially values the call summary feature, which allows for quick uploads of client communications and efficient PIMS note entry, saving valuable front-desk time. The summaries and follow-up emails generated by VetRec have also become indispensable for client communication, especially for complex cases. Veterinarians often use the email summaries to reinforce and clarify the information shared during callbacks.
By embracing innovation while staying true to its core values, Best Pets Veterinary Hospital has strengthened its commitment to exceptional care and team well-being. VetRec's seamless integration streamlined clinical workflows and enhanced staff satisfaction, patient focus, and operational efficiency. As a result, Best Pets is better positioned than ever to deliver the trusted, high-quality care that has defined the practice since 2013.
For more information on VetRec and how it can benefit your veterinary practice, visit www.vetrec.io
