A leading specialty and emergency veterinary hospital that has served its metropolitan community for more than 50 years, operating around the clock as a 24-hour animal hospital. It employs roughly 185 people — about 80 technicians and veterinary assistants and 30–40 doctors — across specialty, general practice, and emergency care. The emergency department is the only service that runs 24/7/365, handling roughly 10,000 visits a year.
Healthcare · Veterinary Services
How a 24/7 Emergency Veterinary Hospital Replaced Its Whiteboard With Live Patient Visibility
A leading specialty and emergency veterinary hospital replaced its handwritten emergency whiteboard with Frontlion's in-person service platform, giving its 24/7 emergency department live visibility into every patient and client. The result: faster urgent triage, fewer client complaints, and no arrival slipping through unseen across roughly 10,000 emergency visits a year.
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~10K
Annual emergency visits
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~185
Veterinary professionals
What Leaders Say
Who They Are
Customer Snapshot
Annual Emergency Visits
~10,000
Staff
~185 (80 techs, 30–40 doctors)
Hours
24/7/365
Community Tenure
50+ years
The Problem
The Challenge
For years, this hospital ran its emergency department on a handwritten whiteboard. When a client arrived, staff wrote the pet’s name and details by hand — and if someone forgot to write something down, that patient could be overlooked entirely. Leadership had to make decisions by visual impression and feel because there was no reliable, real-time picture of who was waiting, why they were there, how urgent each case was, or how long anyone had been waiting.
- Handwritten whiteboard — a missed entry meant a patient could be overlooked entirely
- No real-time visibility into who was waiting, urgency level, or how long anyone had been there
- Front desk constantly relaying information to the back of the house by phone or in person
- No data for staffing decisions — shift hours and coverage adjusted by feel, not evidence
The Decision
Why Frontlion?
The hospital came to Frontlion through word of mouth from its network. Two things made the platform the right fit: it had to run 24/7/365 as relentlessly as the team itself, and it had to be configurable — flexible enough to adapt to how an emergency department actually works and to evolve as the team had new ideas. Frontlion’s openness to customization was specifically credited as a reason the partnership worked.
Always-On Platform
Runs 24/7/365 — as relentlessly as the emergency team itself.
Configurable for Emergency Care
Flexible enough to adapt to how an emergency department actually works — and to evolve as the team has new ideas.
Two-Tier Visibility
A lobby display shows clients their place and urgency level; a more detailed operational view for the medical group in the back.
Visit Intelligence
Captures who came in, why, wait time, service time, and individual performance — leaders access the live view remotely.
How It Works
The Solution
Frontlion deployed its in-person service platform in the hospital’s emergency department — replacing the handwritten whiteboard with a live, shared view of every patient and client from the moment they arrive.
Deployment
How the Rollout Worked
1
Self-Service Check-In Deployed
2
Two-Tier Display Activated
3
Visit Intelligence Live
Impact
Operational Challenges Solved & Results
The emergency department replaced the handwritten whiteboard with a live digital system across ~10,000 annual visits. Every arrival is now captured and triaged from the moment they check in — no missed entries. Urgent-triage wait times have trended down, client complaints have measurably reduced, and the hospital now uses platform data to adjust shift hours, shift counts, and doctor coverage.
✓
Every Arrival Captured
A patient is on the board the moment they arrive — the handwritten-whiteboard missed-entry risk is gone entirely.
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Urgent-Triage Wait Times
Urgent-triage wait times have trended down — reducing wait times for urgent triage has been a significant operational win.
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Client Complaints
Real-time status updates and visible wait position have measurably reduced client complaints — clients feel calmer and more confident.
✓
Data-Driven Staffing
Leaders adjust shift hours, shift counts, and doctor coverage from actual traffic data — Wednesdays showed as the busiest day, then that shifted, and staffing adapted.