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Exciting News!

Dear Pet Parents,
I wanted to send a personal message to thank each and every one of you for letting us help care for your pets. It really has been a privilege to meet all of you and your furry companions. I can’t believe Mercy Pet Hospital has been open for three years now! The time has flown by and we have grown at a tremendous rate! I am so happy that we have been able to provide such a needed service within the community.
My primary goal has been to provide high quality care for you and your pets while keeping our prices low. I am very grateful to those of you who have taken the time to send back our client surveys or write a review online. I personally read each and every one of them. I care about what sort of experience you have had with us. As I mentioned, the quality care we strive for is not just for your pets. The vast majority of feedback we have received has been wonderful and I am very pleased you are so happy with our services! The primary area you have asked us to address is our wait times. Our wait times have been the hardest thing to control with our walk-in structure and our rapid growth. I have made strides to address this by adding a fifth exam room and growing our staff. Additionally, I started offering drop off appointments and a wait list to help reduce frustrations associated with lengthy wait times. I feel very passionately that our walk-in structure enables us to serve more pets in need on a daily basis. However, I also feel strongly about providing a positive client experience. While these efforts have helped reduce wait times, I am always looking for more ways to improve as we grow. I think I may have found two ways…
I am very excited to announce that we will be opening a second location in Fair Oaks! The new hospital will be located at the intersection of Hazel Ave. and Madison Ave. in the Raley’s shopping center. Construction should be completed in February 2015. The new location will be slightly larger with seven exam rooms. You can follow the construction process and updates on our website and Facebook page! It will be great to provide care for more pets around the Sacramento area.
In addition to our second location, I have been working on an online check-in system. Soon, you will be able to check-in your pet through our website or through an app downloaded to your phone. The system will show you what the approximate wait time is for the service you need and will allow you to choose the doctor you would like to see for an exam. This service will enable you to check-in and wait at home or go run an errand before you come in to the hospital. If there are changes to the wait time (for example, an emergency comes in and one of the doctors is no longer available to see exams), the system will automatically update the estimated wait. Clients will still be allowed to check-in at our front desk, but soon you will register on an electronic wait pad so the check-in order remains accurate. This service should be available this winter. I will send out an announcement along with helpful instructions once it is launched. I will have a 90-day trial period with this program. As with any new service, there may be a few hiccups or things we find we have to trouble shoot. Once we begin using this service, PLEASE send us your feedback! I am hopeful this system will alleviate some of the growing pains that have accompanied our rapid growth and walk-in structure, but I will continue to be open to new ideas.
Thank you again for all of your support over the past three years. The team at Mercy Pet Hospital and I look forward to seeing you and your pets soon!
Dr. Marci Webb
Owner of Mercy Pet Hospital

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