How Dogwood Animal Hospital improved compliance, efficiency, and revenue with vRxPro®

Before using ProScripts, Dogwood’s prescription management process caused customer frustration and administrative friction. They had a firm stance against approving faxes from third-party retailers, instead requiring pet parents to pick up prescriptions in person. “It was super inconvenient for our clients, but that was always our stance,” explained Hospital Manager Jessi Santos. “We were getting five to ten of those requests every day, and it pulled staff away from the front desk.”

The team also lacked alignment on how to maximize their Covetrus-powered online pharmacy. Without a clear strategy, they missed opportunities to follow up on declined in-clinic purchases and had limited compliance tracking — resulting in lost practice revenue and gaps in patient care.

ProScripts are designed to help practices seamlessly integrate digital prescription workflows into their daily operations. Through proactive prescribing and regular use of the vRxPro platform, clinics can increase compliance — not just for renewals, but also initial recommendations that pet parents can conveniently fill from home.

With help from Covetrus, Dogwood made ProScripts part of their routine by:

• Leveraging both automated ProScripts emails and manual reminders to follow up with clients who declined medications during their visit
• Equipping assistants with ProScripts “cheat sheets” and adding prompts to patient history templates
• Practicing weekly proactive outreach by sending full-dose recommendations through vRxPro to those who had only purchased part of their treatment
• Training a core team and aligning through morning huddles and leadership support
• Promoting their online store by using prescription bag QR codes and exam room signage

“[ProScripts] helped us catch the ones we were missing — the clients who declined at the time of the visit,” Santos shared.

Dogwood Animal Hospital’s new workflows drove lasting improvements, including:

• A 200% increase in ProScripts volume within one month, resulting in an average of $13,000 in additional online pharmacy revenue
• Stronger patient compliance supported by timely purchase reminders, boosting client loyalty and engagement beyond in-clinic visits
• Greater practice efficiency, freeing up time previously spent on manual prescription tasks
• Higher AutoShip adoption, helping pet parents provide consistent care

Santos also reported that her team embraced the changes that delivered these results: “I anticipated my staff pushing back… and they really didn’t,” she said. “At least 75% of them were actually pretty excited about it.”

Dogwood’s experience demonstrates how partnering with Covetrus and integrating ProScripts into vRxPro workflows delivers real business and clinical value. From improved efficiency and compliance to sustained revenue growth, Santos and her team transformed their prescription management process — ensuring patient care that extends well beyond clinic visits.

What Jessi Santos learned along the way:
“I think my biggest takeaway was just the importance of having a [Covetrus-powered] online pharmacy… because of the demand that is there from our client base to have that presence.”

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