You don’t always realize it when you’ve used the same system for years - you just get stuck in a rut.
That realization came gradually for the team at Black Sheep Vets, a forward-thinking rural emergency and referral practice providing 24-hour care across East Lincolnshire, United Kingdom.
Over the years, disconnected systems, paperwork-heavy workflows, and missed charges had become normalized. The busy team knew a software change was necessary, but they were also aware of the disruption it could bring.
Changing software is never easy, but thanks to their existing partnership with IDEXX, the Black Sheep Vets team knew they could count on a smooth, fully supported experience.
“Even though it's scary, switching [software] is a bit like ripping off a plaster,” said Karla Brown. “You get that initial pain, but long term, it’s worth it.”
Deciding what matters: Integration and efficiency
For Dr. Steven Goodear, BvSC, MRCVS, veterinary surgeon and owner of Black Sheep Vets, the priorities for choosing a new practice management system were clear.
“One of the most important things for us was integration - whether that was laboratory systems, communication tools, or hospital workflows,” he said.
To strengthen continuity of care at the six-doctor, multi-specialty practice, information and efficiency were also key.
“One of the main differences between ezyVet and other systems was in reporting and automation,” said Dr. Goodear. “As a 24-hour practice with night teams, day teams, and handovers, these features were really useful. When we integrated Vet Radar, it made everything even smoother. We didn't have different systems clashing with each other because information was transferred automatically. We also stopped missing charges.”
Implementing the change: From apprehension to confidence
“I’m not going to say I wasn’t apprehensive about switching software, because it’s a whole change,” explained head veterinary nurse Kate Elshaw, RVN. “We absolutely were apprehensive. But, we felt really prepared and supported throughout the process.”
Comfort starts with fit
For Black Sheep Vets, the process of becoming familiar with ezyVet began before purchase. “We were allowed to trial the ezyVet system, so we could play around with it,” said Kate Elshaw. “We could look in the background, the admin, and its ability to integrate within our existing IDEXX ecosystem. That was a real starting point for us.”
That early hands-on experience gave the team confidence in how the system would fit into their workflows, which ultimately made training and implementation feel much less overwhelming.
Online learning for a smooth go-live
“Before implementation, everyone had access to an ezyVet online learning platform,” said Kate Elshaw. “It walked people through basic tasks like bookings, estimates, and creating new clients.”
The asynchronous training and short learning modules allowed day and night teams to build comfort and confidence without the pressure of an impending launch. “When the system went live, it wasn’t a scary thing people were seeing for the first time,” she said.
On-site support
During implementation week, live support helped smooth out the bumps and keep Black Sheep Vets running strong.
“When we went live, IDEXX sent an ezyVet implementation team to stay with us for an entire week,” said Kate Elshaw. “If someone on our team had a question, they could literally just ask for help there and then. We’d have someone from IDEXX supporting reception and others who would stay in the back with us.”
“Having that safety net was a massive comfort blanket for everyone,” Karla Brown said. “If someone did something wrong, there was someone there who could fix it and teach us how to do it properly - right then.”
For Dr. Goodear, that level of support - both initial and ongoing - was instrumental in the adoption of ezyVet.
“It’s really important for us to have support from a company like IDEXX, because so many questions and challenges come up,” he said. “When we were shopping for practice management software, it was important to know there was a company that had been around for a long time and would continue to support us over the next 10 or 15 years as technology evolves, as AI comes into the world, and whenever problems arise.”
Managing disruptions during go-live
As a 24-hour wraparound care facility, Black Sheep Vets didn’t have the luxury of closing - their go-live happened in real-time. To navigate the practical realities of rolling out a new PIMS in a busy, multi-specialty practice, the team set clear expectations with clients. “We preemptively warned clients and asked them to bear with us if there were delays,” said Kate Elshaw, “Honestly, they were really supportive about it, and I think involving them helped the team psychologically as well.”
As the implementation period ended, and the Black Sheep Vets team took the digital reins, IDEXX support remained solid. “After our on-site training, we switched to the ticket system, and that’s been very smooth,” said Kate Elshaw. “We haven’t had any issues.”
A connected ecosystem for 24/7 benefits
In a 24/7 practice where seamless flow of information and timely updates dictate outcomes and efficiency, ezyVet - along with the suite of IDEXX diagnostic and workflow tools such as IDEXX inVue Dx Cellular Analyzer and Vet Radar - allows the Black Sheep Vets team to achieve new levels of service, continuity, communication, and care.
“We no longer have to waste time getting different systems to talk to each other, printing pieces of paper off, scanning them, and shredding them afterward - because it’s all integrated,” explained Dr. Goodear. “It’s made our work much smoother, because we spend less time on admin and more time actually giving clinical care to patients.”
Creating a standout care experience: Black Sheep Vets and ezyVet
At the heart of Black Sheep Vets’ approach is a simple goal: delivering an exceptional, memorable care experience.
“We want pet owners to have such an amazing experience that they tell all their friends that they absolutely need to come to see us,” said Dr. Goodear.
That one-of-a-kind experience is supported not only by clinical expertise but also by the operational framework behind it - where integrated technology helps keep workflows smooth, information connected, and teams able to prioritize care.
As Kate Elshaw reflected, “ezyVet opened so many doors for us. It’s made us more efficient. It’s made us better. The switch is worth it.”
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