Since 2019, we’ve supported Dignipets’ growth from a three-vet mobile end of life practice to a growing nationwide network serving the UK, here’s how we made it possible.
About Dignipets: completing the circle of care
Dignipets is a group mobile veterinary practices specializing in in-home hospice and end-of-life care for pets across England. Their team of mobile veterinary professionals understands that for many elderly or ill pets, traveling to a clinic can be stressful, painful, or simply impractical.
Why this matters:
When families face the most difficult decisions about their beloved pets, Dignipets provides compassionate care in the comfort of home. They even offer online hospice consultations via video call, reducing stress for both pets and their families during these challenging times.
When veterinary professionals are busy
- They guarantee continuity of care when you’re unavailable
- Offer your clients and patients a calm, stress-free option in a more familiar, comfortable setting
- Trust that your reputation is upheld with empathy and professionalism
- They focus solely on end-of-life care, so your goodwill stays exactly where it belongs
The Challenge: 24/7 Availability Without Burnout
Before partnering with us, Dignipets faced a critical operational challenge:
- Three vets, three phone numbers: Each veterinarian had their own direct line, making them accessible to clients around the clock
- No call filtering: Vets handled everything from genuine emergencies to routine inquiries and nuisance calls
- Constant interruptions: Staff couldn’t switch off, leading to burnout and work-life balance issues
- Immediate response requirement: Given the nature of their service, every client needed to speak with a human being immediately—no exceptions
While their commitment to accessibility was admirable, it was unsustainable for their growing practice.
The Solution: Centralized Communication with Human Touch
What We Implemented
1. Single Central Number
- Sourced and set up one professional contact point
- Managed the complete phone system transition
- Ensured seamless call routing across all service areas
2. Professional Call Handling
- Immediate human response to every call
- Compassionate, trained staff who understand the sensitive nature of end-of-life pet care
- Integration with Dignipets’ client management system
3. Intelligent Call Filtering
- Emergency calls routed directly to the appropriate on-call veterinarian
- Non-urgent inquiries handled by our team
- Quick quotes provided without involving veterinary staff
- Nuisance calls filtered out entirely
The Results
For the Veterinary Team:
- Restored work-life balance with protected off-call time
- Elimination of nuisance calls and inappropriate interruptions
- More time to focus on patient care and business development
For Pet Carers:
- Immediate human response during distressing situations
- No waiting through automated systems or hold music
- Appropriate routing to the right professional for their needs
For the Business:
- Growth from 3 to a growing nationwide network
- Expanded service area across the Midlands
- Ability to help significantly more pets and families
- Professional image with centralized communication
Client Testimonial
“As a small mobile veterinary practice that provides 24/7 end-of-life veterinary care, Dignipets has been using Kernow for a few years with excellent results. Having Kernow’s support means more sleep for our on-call team, with the peace of mind that even the most distressed pet owners receive a discerning, empathetic response. Kernow provided us with a dedicated account manager who grows with the account and knows your business, and its people, inside and out. I highly recommend this service!”
What’s Next?
We’re currently developing an advanced switchboard system for Dignipets that will:
- Direct calls to specific team members (nurses, practice managers) based on inquiry type
- Reduce wait times for urgent visit requests
- Further streamline their communication processes
This next phase will continue improving their service delivery while maintaining the human-centered approach that makes Dignipets special.
Is Your Practice Facing Similar Challenges?
If your veterinary practice struggles with:
- Managing after-hours communication
- Staff burnout from constant interruptions
- Balancing accessibility with work-life balance
- Professional call handling during sensitive situations
Get in touch to discover how we can help you improve your communication processes. Give your team their work-life balance back while ensuring your clients receive the compassionate, immediate response they deserve.