The story
Maintaining billing accuracy is a challenge that many veterinary practices face on a regular basis. But at Karingal Vet Hospital, the team has discovered the formula for success - and it's delivering outstanding results.
By embracing smarter processes and the right technology, the Melbourne, Australia-based clinic turned a longstanding pain point into a powerful growth opportunity, increasing revenue by 50% and saving over $1.5 million in missed charges in just three years.
We caught up with Karingal Vet Hospital Owner Dr. Shane Simpson to learn more about the practice’s incredible revenue growth and the central role ezyVet has played in unlocking the team’s full potential.
The decision to switch to ezyVet
Prior to ezyVet, Karingal Vet Hospital used RX Works, a traditional server-based practice management solution. While the system was originally a good fit for the practice, Simpson grew increasingly frustrated with the cumbersome backup processes and the lack of remote access.
Simpson had firsthand experience with ezyVet from his work at Unusual Pet Vets, where he served as both a resident reptile expert and IT administrator. The system’s cloud-based functionality and automation features made it an obvious choice for Karingal Vet Hospital.
When his business partner at Karingal Vet Hospital decided to sell his portion of the practice, Simpson realized it was “the perfect opportunity to get off a server-based program. Because I’d already had 18 months of experience with ezyVet at Unusual Pet Vets, I thought immediately - let’s just do this.”
Based on his experiences with ezyVet, Simpson knew exactly what was required for a smooth transition. In the weeks leading up to go-live day, the ezyVet implementation team worked closely with Simpson to configure the software to the practice’s needs and train the clinic staff.
“When we launched on go-live day, I had all the basics - the pricing structures, the handouts, the reminders - set up perfectly. We set up one of our consult rooms as a training facility, where staff could come in and complete the ezyVet Academy. From day one, we were able to hit the ground running.”
Automating charge capture with ezyVet templates
Hidden revenue loss is a constant challenge in veterinary practices. What feels like an occasional oversight can turn into a pattern that impacts the bottom line.
Karingal Vet Hospital was no exception. With a team of 40, including 11 veterinarians, maintaining billing consistency was easier said than done. According to Simpson, smaller items such as surgical consumables frequently went unbilled because they weren’t always seen as significant enough to warrant a charge. Charges were slipping through the cracks. Over time, those overlooked costs began to add up.
Some veterinary practices would chalk up these revenue leaks to a natural part of doing business. Not Simpson. A relentless tinkerer with an eye for efficiency, Simpson was determined to plug the gaps by taking full advantage of the powerful templating functionality of his new practice management software.
Over the next six months, Simpson focused on identifying which templates would best support his hospital’s surgical procedures, gradually building out 180 customized templates for each treatment.
“The big thing for me was capturing missed charges through surgery,” says Simpson. “I basically made a template for every surgical procedure that we do - and then a corresponding sales template to match. This is where profitability really started to increase.”
This ensured that any billable products and services used during a templated procedure were automatically captured and charged for, removing the burden from veterinarians to manually add these items to invoices. While configuring the templates took some time and careful planning, it’s a powerful reminder that investing in workflow optimization up front can lead to meaningful long-term results.
Taking subjectivity out of the billing equation
ezyVet didn’t just help Karingal Vet Hospital capture more charges - it also made billing processes more consistent.
Before ezyVet, inconsistencies in billing were common. For example, one veterinarian might classify a simple lump removal as a minor procedure and charge accordingly, while another might categorize the exact same procedure as a major procedure and charge a significantly higher rate. This lack of standardization resulted in uneven charges for similar treatments, which not only affected the practice’s revenue, but also risked frustrating clients who may have been affected by the inconsistent billing.
Simpson solved this by building a grading system into ezyVet’s templates.
“I went through [our surgical templates] to standardize everything. I took all the subjectivity out of it all.”
With the new system, doctors select from predefined options within a procedure (like a lump removal), such as lump size (1-2 cm, 2-5 cm, etc.) and whether reconstruction is required. These selections automatically trigger the correct billing codes, eliminating subjective pricing and ensuring consistency across the team - regardless of who performs the procedure.
By quantifying treatments that were previously subjective, ezyVet eliminated inconsistent pricing and created a standardized billing process. This not only ensured fairness for clients but also maximized revenue potential by removing guesswork from charge capture.
Standardizing workflows to drive revenue growth
Like many Australian practices, Karingal Vet Hospital saw client numbers and appointment bookings plateau following the COVID-era pet boom.
Despite these economic headwinds, the hospital has seen impressive, sustained revenue growth. This success hasn’t come from seeing more patients, but from making each visit count. By focusing on delivering comprehensive care and accurately billing for all necessary services, the hospital can achieve better patient outcomes while improving its financial health.
Simpson has configured the hospital’s templates to include built-in checklists, which ensure that critical steps - such as completing report readings - aren't overlooked, while prompts for additional services, like medicated shampoo for dermatitis patients, have made staff more proactive in educating pet owners on beneficial care options.
“A classic example is skin care for dogs with allergies,” says Simpson. “We weren’t selling anywhere near as much medicated shampoo as we should have been. But if I can incorporate the question, ‘Does this animal require medicated shampoo?’ into a template, the vet is going to remember, and the client is going to walk out the door with a bottle of shampoo.” And the dog is going to be a lot happier.
By using ezyVet’s structured workflows and built-in prompts, the team is better equipped to have meaningful conversations with pet owners about their options. Whether it’s recommending a diagnostic test for early disease detection or suggesting a therapeutic diet for ongoing management, these small but essential steps help improve patient outcomes while also ensuring the practice captures appropriate revenue for the care provided.
Results and impact
The impact on revenue has been dramatic. In less than four years since switching to ezyVet, Karingal Vet Hospital has grown its monthly revenue by 50%, and saved over $1.5 million in missed charges in just three years.
Through automation, standardization, and a strategic focus on maximizing each patient visit, ezyVet has played a central role in Karingal Vet Hospital’s ongoing success.
Always refining, always improving
For Simpson, optimizing workflows isn’t a one-and-done process - it’s an ongoing pursuit. Every change at Karingal Vet Hospital has been driven by a desire to create a more efficient, profitable, and patient-focused practice.
But Simpson isn’t stopping here. His next goal is to standardize hospitalized medical cases, ensuring the same level of consistency and revenue capture across in-patient care.
With ezyVet providing the tools to implement structured, data-driven workflows, Karingal Vet Hospital is well-positioned to continue optimizing operations, driving revenue, and delivering exceptional patient care.
Want to see what ezyVet could do for your practice? Book your FREE demo today!