49
“Everything Was
Discombobulated” G
Three years after a rocky start, a Tucson hospital is recognized as among AAHA’s finest. by Jack Sommars
Trends magazine, September 2011
eren Thurston, DVM, winces when she checks her records and notices a client had visited her hospi- tal back in July 2008.
“Considering how disorganized we
were, I’m just thankful they hung in there with us,” she reflects. That was when P.A.W.S., Partners in Animal Wellness, in Tucson, Ariz., first opened its doors. “It was a pretty rocky start,” Thur- ston admits. “Our staff was new, and we didn’t have training manuals. We also didn’t have protocols in place. We had new equipment and computers and didn’t know how the Cornerstone would work with the IDEXX. It was really a struggle for us to get reminders entered and templates for our medical records.” Her husband, Randy Aronson, DVM,
was the only veterinarian on staff in the new $1.5-million 6,200-square- foot facility. “That’s a very big footprint to hold together with one doctor,” she says. “Everything was discombobulated. Look- ing back, it’s very disturbing.” Needless to say, things have changed
at P.A.W.S. Everything runs like clockwork, liter-
ally. Telephone hold and office wait times are two of the practice’s most impor- tant measurements. Today, visitors can expect to be in an exam room in 2 minutes and callers
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