Discover how Dr. Michelle Woodruff saves up to 10 minutes per appointment, all while delivering more focused and personalized care for her patients
After over two decades as an associate veterinarian, Dr. Michelle Woodruff decided it was time to create her own space to care for animals. In 2022, she founded Woodruff Vet Services (WVS), a mixed animal practice in Tomahawk, Alberta. Since opening, the clinic has consistently been booked with appointments, caring for a wide range of patients—from honey bees to cattle and everything in between.
Dr. Woodruff notes that pet owners’ expectations have evolved significantly over the years. More and more, people see their pets as family members, seeking convenience and modern services. To meet these expectations, WVS transitioned from its original practice management software to Digitail, which offers all-in-one features.
“We wanted something that would allow us to connect more closely with our clients and grow with us,” Dr. Woodruff explains. “Digitail stood out because of its smartphone app. It was a huge selling point for us, as customer service is our top priority at WVS.”
Dr. Woodruff adds that the app has strengthened the bond between her team and their clients, allowing for direct communication at any time. “It lets us stay connected and give updates whenever they need them,” she says.
Looking back on her decision to choose Digitail, Dr. Woodruff is confident it was the right move.
With all the new updates that have been rolled out since we joined, it’s clear we made the right choice. What really stands out is that the Digitail team is made up of veterinary professionals who understand what we face daily. They get what’s needed from the software, and that makes a big difference.
Dr. Woodruff smiles as she recalls her first encounter with Digitail’s AI Assistant. “When I got the invitation to try Tails AI, I ignored it at first. A month later, I finally watched the introductory video, and I couldn’t believe it was real. I never imagined something like this could exist,” she laughs. “I ran to the clinic, saying, ‘Oh, my gosh! You guys have got to watch this video. Don’t procrastinate like I did!’”
The first feature Dr. Woodruff tried was AI dictation. “I was blown away,” she says with excitement. “Tails listens to the appointment and fills in the medical record without missing any details. What’s even better is that it filters out the superfluous conversation. And so far, it’s been incredibly accurate.”
The team, however, needed some convincing. Dr. Woodruff admits they were initially skeptical and even a bit intimidated by the new technology. To ease their concerns, they staged a mock appointment using AI dictation. “I played the pet owner,” she explains, “and I went on and on, mixing in relevant and irrelevant details, trying my best to impersonate that difficult client who jumps from topic to topic, making it hard to extract the important information.”
Afterward, they reviewed how well Tails performed. “Once we synced it and added it to the record, everyone was impressed. The AI had sifted through all the chatter and neatly organized the relevant details into the medical record,” Dr. Woodruff shares.
Dr. Woodruff estimates that AI saves her about 5 to 10 minutes per appointment. “Records don’t pile up by the end of the day, and I can finish on time,” she says. “AI is like having a personal assistant. It helps us be our best and gives me a better work-life balance. I’m more productive without feeling more stressed.”
Another upside of Tails AI is a better client experience during the appointment. “Using dictation for SOAP notes actually encourages me to talk more, which is great for client education and satisfaction, and the perception of care is better. The more you describe to the client what you are doing, the more they realize the value of what they are paying for.”
She also notes that Tails makes running through exams more efficient. “For example, before an appointment, I can ask Tails to summarize the patient’s medical history just before they come into the room. This way, I’m prepared and don’t have to spend time sifting through their history to find out what medications they’re on.”
“I’m sure we’re just scratching the surface,” Dr. Woodruff says optimistically. “AI has so many potential applications for each team member.”
In addition to dictation, she is using Tails for decision support, too. “I can consult it for that one differential diagnosis I might not have thought of—it’s like having all my textbooks right at my fingertips,” she explains. “Having such an interactive knowledge bank is incredibly useful. Our RVTs and CSRs also use it for concise recommendations, composing emails, getting case summaries before appointments, calculating dosages, and summarizing phone calls.”
Dr. Woodruff shares a memorable experience with the AI Patient Intake feature.
I’ll never forget our first client who used it. She came to her appointment and asked, ‘Who was that nice person messaging me on the app?’ She was genuinely surprised to learn it wasn’t a human because the communication felt so personalized.
Tails AI Intake has taken efficiency to a whole new level. With clients checking in remotely, the team saves valuable time during visits. “It’s amazing because it provides the pertinent history, so I have a recap before the appointment starts,” Dr. Woodruff says. “I feel like I can spend more time focusing on the main issue and hands-on care with their pet, instead of typing on my computer.”
Weighing the cost-benefit ratio of adopting AI, Dr. Woodruff is confident that the time it saves is well worth it. “There’s real value in having the most current information available instantly, and in maintaining work-life balance. Our profession comes with an emotional toll, and we should take every opportunity to reduce the stress in our day.”
She also acknowledges that AI, like any technology, is an investment. “For example, automated reminders in Digitail have led to fewer missed appointments, which directly benefits the business.”
Dr. Woodruff believes that staying current with technology is essential for growing the practice and being successful. “In the next five years, I hope to expand from a solo practice with 3-4 support staff to a 5-DVM practice with 15 support staff. If we were still using paper charts, I can’t imagine being able to scale like that.”
“I think every practitioner should have a gold standard they aspire to with their practice,” she adds. “And Digitail will help us reach that level with less physical effort and less time spent getting there.”
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