This article is sponsored content brought to you by Vetstoria.
A long-established Queensland clinic’s story of adapting to rapid growth — and the system’s new practices can build in from day one to stay ahead of it.
At Cairns Veterinary Clinic — a practice serving Far North Queensland since 1966 — reception was handling more calls than ever. The clinic was growing, client demand was rising, and the front desk was running at full stretch through the morning rush, over lunch, and again in the early evening. It became clear the next stage of growth needed a different approach.
The team had already grown as far as the space allowed. “We were taking on more reception staff, and then there wasn’t any more room for any more reception staff,” says Practice Manager Jane Quinn.
Why this matters for new practices
For a startup clinic, this kind of pressure doesn’t take years to appear — it can show up within months of opening. Early growth, limited space, and rising client expectations can quickly outpace a reception team if the right systems aren’t in place from the start.
At the same time, the way clients want to book is changing. Jane recognised it wasn’t just a veterinary trend — it’s how people now interact with every service industry.
“It’s even to the point now where people won’t book unless you’ve got it online. They don’t want to make that phone call.”
When systems are layered on, not built in
Cairns Veterinary Clinic had taken a forward-looking step by introducing online booking earlier than many practices. But as demand increased, the limits of the existing system became more apparent. It had been designed to sit on top of existing workflows rather than flex with them, which meant receptionists were manually blocking and unblocking slots to make it fit the clinic’s schedule.
“There was no customisation with our previous online booking provider whatsoever. It was very basic.”
For new practices, there’s a useful lesson here: the right online booking tool is one that can be customised to how your clinic actually runs, and that can flex and grow with you as demand shifts.
Building the system around the practice
The team recognised that continuing to scale headcount alone wasn’t sustainable. They needed a system designed to flex with the clinic — one that could be set up once and then run quietly in the background.
Vetstoria integrates directly with the clinic’s PIMS in real time. Jane’s team could set booking rules by vet, appointment type, and time of day — whatever the practice needed — without reception having to manage the system around it.
“With Vetstoria, we were fully able to customise the platform, especially the times that we wanted online bookings for specific vets. We could do that with minimum fuss.”
Around 90% of the team took to the tool immediately. Some staff now use it to book their own pets in.
“A significant number of our bookings now come in overnight. From a business perspective, getting appointments after hours has definitely had an impact on revenue.”
Four months in, the numbers told the story. The impact was clear: 455+ online bookings, with half made after hours—helping fill the diary faster and capture otherwise missed demand.
With fewer calls, the reception team responded to enquiries much faster, improving overall efficiency.
After years of trying different systems, Vetstoria stood out for its ROI—delivering real breathing room for clinics.
“Out of all the software we’ve implemented in the last 10 years, Vetstoria’s online booking system has been the best.”
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