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COVE × VetRec Report

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COVE
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VetRec
Performance Dashboard
AI Clinical Documentation · Cumulative Impact Report
Live since January 2025
5 hospital systems · Northeast & Midwest
Data through February 2026
At a Glance
📋
45,541
All-Time Sessions
All roles combined
🩺
38,533
Doctor Sessions
85% of platform usage
⏱️
9,633
Hours Saved (Doctors)
1,204 working days
📈
553%
YoY Growth
Jan '25 → Jan '26
👥
262
Registered Users
117 licensed doctors
🔥
135
Active Users (30d)
52% of all users
📝
210
Custom Templates Built
by 21 creators
✅
7,012
Template Uses (30d)
73 distinct templates
Usage Growth
Monthly Sessions — All Roles vs. Doctors Only
January 2025 through February 2026
+553% YoY growth from January 2025 to January 2026 (752 → 4,909 sessions/month). Doctor sessions account for 85% of all usage. January 2026 was the highest-volume month on record.
Active Users by Month
Monthly unique active user count, all roles
Hours Saved Per Month
Doctor sessions × 15 min ÷ 60
Network Adoption
Sessions by Clinic Location
All-time usage — top 13 of 20+ active locations
    Usage by Role Type
    Session share across all user categories
    Doctor
    34,809
    76%
    Doctor + Admin
    3,517
    8%
    Member / Staff
    2,775
    6%
    Admin
    2,117
    5%
    Intern / Resident / Other
    2,323
    5%
    Top Performing Clinicians
    Highest all-time session counts · Doctor and Doctor + Admin roles
    ClinicianRolePrimary LocationSessions
    Template Intelligence
    ✍️
    COVE's Clinicians Built 210 Custom Templates
    Beyond the 71 pre-built VetRec library templates, COVE's team has created 210 custom templates tailored to their specific workflows — specialty SOAP notes, ER formats, communications, and records summaries. 21 template creators across the network are actively building and sharing workflows. This level of platform ownership signals deep workflow integration and long-term retention.
    19,339
    all-time template uses
    7,012
    uses last 30 days
    Template Usage — Month Over Month
    Sessions using any template · Nov 2025 – Feb 2026
    +234% growth from November to January (1,843 → 6,158) — accelerating workflow adoption across the network.
    Template Type Mix
    210 custom templates by category
    Medical (SOAP/clinical)
    161
    77%
    Records / Recap
    37
    18%
    Communications
    12
    5%
    Top Custom SOAP Templates
    Doctor-built templates · All-time usage
      Top VetRec Library Templates Used
      Pre-built templates from the VetRec catalog
        The majority of sessions use custom-built templates — doctors are shaping VetRec to fit their clinical style.
        Time Savings
        Time Savings Summary
        Estimated at 15 min saved per session (industry standard)
        9,633
        Total hours saved
        1,204
        Working days
        4.6 yrs
        Working years equiv.
        ~82 min
        Per active user/month
        Phone Call Sessions by Location
        May 2025 – Feb 2026 · Call count and recorded hours
          ME - PVESC leads phone usage with 47.8 hours of recorded calls — high-volume specialty documentation.
          Metropolitan Veterinary Associates — Network Overview
          MVA spans two active locations within the COVE network: PA - Metropolitan Veterinary Associates (primary care & specialty) and PA - MVUCS (Metropolitan Veterinary Urgent Care Center, live January 2026). While MVA was established in 2025, all clinicians and users at this location are considered new to the VetRec platform — making adoption momentum and invite activation especially significant. Combined, these represent a major and rapidly growing partner within the COVE system.
          📋
          1,754
          All-Time Sessions (MVA + MVUCS)
          Doctor role, all time
          📈
          +618%
          Recent Growth
          Jan '25 (65) → Feb '26 (390)
          ⏱️
          439
          Doctor Hours Saved
          1,754 sessions × 15 min
          👥
          32
          Pending Invites (MVA + MVUCS)
          Invite activation needed
          🩺
          kheft
          #1 Power User
          814 all-time sessions
          ⚠️
          Jan '26
          MVUCS Launch
          New location — early stage
          Session Momentum
          MVA Monthly Sessions — January 2025 to February 2026
          PA - Metropolitan Veterinary Associates + PA - MVUCS combined
          Breakout growth in 2026: MVA went from 52 sessions in November 2025 to 390 sessions in February 2026 — a +650% surge in just 3 months. This signals a champion activation moment worth highlighting.
          Top MVA Clinicians by All-Time Sessions
          Doctor role · PA - Metropolitan Veterinary Associates + PA - MVUCS
          ClinicianSessions
          Adoption Context
          MVA within the broader COVE network
          18
          Doctors ever active at MVA
          32
          Pending invites to activate
          kheft
          Top performer (814 sessions)
          Jan '26
          MVUCS onboarded
          Growth opportunity: With 32 pending invites and demonstrated momentum from active users, MVA has significant runway. The recent Feb '26 acceleration suggests champion activation is already underway — the invite list is the clearest lever.
          Pending Invites — MVA Locations
          PA - Metropolitan Veterinary Associates
          31 doctors invited but not yet activated · Sent December 23, 2025
          PA - MVUCS
          1 doctor invited · New location, live January 2026
          kslade
          @metro-vet.com · Doctor
          Note: MVUCS is a brand-new location with only 31 sessions to date. Activating the pending invite and identifying an internal champion here should be the priority for this site.
          Platform Invite Status
          ⏳
          104
          Total Pending Invites
          Sent December 23, 2025
          📍
          14
          Locations Affected
          Across the COVE network
          🩺
          97
          Pending Doctors
          + 7 residents
          Action needed: 104 invited users across 14 clinic locations have not yet accepted their invites. All invites were sent December 23, 2025 — over 2 months ago. ME - PVESC (32) and PA - Metropolitan Veterinary Associates (31) represent the largest activation opportunities.
          Pending Invites by Location
          Sorted by count — highest opportunity first
            Pending Invite Mix
            Distribution by network region
            All Pending Users
            Full list grouped by location · Invite date: December 23, 2025
            🔍
            CT - Pieper Memorial — COVE Animal Health
            7 specialty departments — formerly tracked individually as PM - PC, PM - ER, PM - Oncology, PM - RACC, PM - IM, PM - Neuro, PM - Sx — consolidated into one team effective January 2026. Individual department breakdowns are preserved below.
            📌 Note: All session data reflects the full partnership history. Sub-department labels (PM - PC, etc.) are preserved in breakdowns to maintain continuity pre- and post-consolidation.
            12,368
            Total Sessions (All Roles)
            All 7 departments combined
            +289%
            YoY Growth (Jan '25 → Jan '26)
            210 → 817 doctor sessions/mo
            3,092
            Hours Saved
            12,368 sessions × 15 min
            14
            Pending Invites
            Across 5 sub-departments
            51
            Unique Users (All-Time)
            Across all 7 departments
            7,278
            Sessions — PM - PC
            Largest department · 59% of total
            Amy F.
            Top Performer
            [email protected] · 2,785 sessions
            Jan '26
            Consolidation Effective
            7 teams → 1 unified team
            Monthly Session Trend — CT - Pieper Memorial (All Departments Combined)
            Doctor sessions by month, Jan 2025 – Feb 2026 · Stacked by sub-department
            Department Breakdown
            Sessions by Sub-Department (All-Time)
            All roles · Sorted by volume
            Sub-Department Summary
            Active users and session share per department
            DepartmentSessionsUsersShare
            PM - PC7,2787
            59%
            PM - ER2,70126
            22%
            PM - Oncology1,0074
            8%
            PM - RACC7455
            6%
            PM - IM4914
            4%
            PM - Neuro1117
            <1%
            PM - Sx353
            <1%
            PM - PC dominates with 59% of all activity. PM - ER is the second largest with 26 unique users — the broadest adoption across any sub-department. Sx and Neuro are early-stage with significant growth potential.
            Top Clinicians — CT - Pieper Memorial
            Top 15 Users by Sessions (All-Time · All Departments)
            Combined across all 7 PM sub-departments
            #UserRoleDepartmentSessions
            1afayetteDoctorPM - PC2,785
            2bmarchDoctorPM - PC2,734
            3kdabrowskiDoctor + AdminPM - PC925
            4abajaDoctorPM - Oncology895
            5jurbonasDoctorPM - ER802
            6mturnerDoctorPM - RACC671
            7mvailMemberPM - Neuro543
            8kgarnerDoctorPM - PC400
            9kgonzalesDoctorPM - ER256
            10dniemczykDoctorPM - ER254
            11cliguoreDoctorPM - PC206
            12nbelwardDoctorPM - IM202
            13aboucekDoctorPM - ER185
            14corrinethomasMemberPM - ER178
            15cbrownDoctorPM - ER165
            Pending Invites — CT - Pieper Memorial
            ⚠️ 14 pending invites across 5 sub-departments — all sent December 23, 2025 (2+ months ago). PM - Sx has the most with 7 unactivated users.
            Pending by Sub-Department
            PM - Sx 7
            PM - ER 3
            PM - Diagnostic Imaging 2
            PM - Neuro 1
            PM - PC 1
            Pending User List
            PM - Sx (7)
            bcleaver mhundal hmossman nkoons pliu mlung cgallant
            PM - ER (3)
            mmcdaniel jtaylor cblanch
            PM - Diagnostic Imaging (2)
            bchilds sfreer
            PM - Neuro + PM - PC (2)
            lconcepcion psojka
            Field Engagement — On-Site Visit Summary
            VetRec Representative Christian Jones conducted back-to-back two-day on-site visits in February 2026 — first to PVESC in Portland, Maine, then to Metropolitan Veterinary Associates in Philadelphia, PA. Both visits focused on re-engagement, template customization, new feature adoption, and identifying blockers to deeper platform use.
            PVESC — Portland, Maine
            February 3–4, 2026 · 12 meetings · 6 departments
            12
            meetings
            ERSurgerySMRInternal MedCardiologyNeurology
            Re-engagement visit following a platform pause in September 2025. Overall sentiment was positive — majority of staff showed willingness to re-adopt after January 2026 AI upgrades. Strong internal champions identified in ER (Ashley Gray) and Surgery (Lauren Johnson). Building move creates urgency to standardize workflows.
            6
            Existing users re-engaged
            5
            New users onboarded
            0
            Churned users
            MVA — Philadelphia, PA
            February 16–17, 2026 · 12 meetings · 5 departments
            12
            meetings
            Internal MedSurgeryNeurologyCritical CareEmergencyAdmin
            Template optimization and re-engagement visit. Overall sentiment was positive — 2 previously disengaged users (Dr. Sawyere, Dr. Hutton) agreed to retry with tailored solutions. Caller ID misconfiguration identified as a hospital-wide blocker. Hickory satellite location visit scheduled as direct outcome.
            10
            Existing users engaged
            1
            New users (ER Director)
            0
            Churned users
            Key Outcomes by Visit
            PVESC — Top Outcomes
            February 3–4, 2026
            ✅12 meetings across 6 departments (ER, Surgery, SMR, Internal Medicine, Cardiology, Neurology)
            ✅Chrome Extension installed and demoed for EasyVet integration across multiple departments
            ✅Phone Calling introduced hospital-wide; custom PVESC caller ID configured
            ✅Department-based team structure agreed upon for template and visit isolation
            ✅Multiple template requests submitted across all departments — target completion February 13
            ✅3-month follow-up visit scheduled (~May 2026)
            ✅IM team re-engaged after September 2025 pause — Molly reported 4 days of successful phone call usage
            MVA — Top Outcomes
            February 16–17, 2026
            ✅8+ custom template requests initiated across Surgery, IM, Neurology, Critical Care, and ER
            ✅Caller ID misconfiguration identified and fix committed same day (displaying 484 number → corrected to 610-666-1050)
            ✅Dr. Sawyere and Dr. Hutton re-engaged — both had previously stopped using VetRec
            ✅Hickory satellite location visit scheduled for February 19–20 following successful admin demo
            ✅ER department onboarded — Phone Calling identified as top priority entry point
            ✅Cornerstone integration gaps flagged for engineering (Quick Text, record pull)
            ✅Phone Calling identified as "huge for the whole hospital" once caller ID fixed (Dr. Leslie)
            Adoption Blockers Identified
            PVESC Blockers
            Issues surfaced across 12 meetings
            🔴 High — Technical
            Phone call lag (10–30 sec) reported across ER, IM, and Neurology — likely related to new phone system installed December 2025. Engineering investigation required.
            🔴 High — Integration
            EasyVet "Communication not found" error — Chrome Extension fails in Neurology. Flagged for engineering.
            🔴 High — Hardware
            Dr. Eiffler's computer microphone is broken — direct blocker to exam room scribing in Neurology. Currently phone-only.
            🟡 Medium — Trust
            Prior quality concerns — PVESC paused September 2025 after hallucinated appointments and inaccurate dates. Trust must be rebuilt through demonstrable January 2026 improvements.
            🟡 Medium — Change Resistance
            Overnight ER doctors resistant to new tech — Drs. Heidi, Robin, and Iris flagged as potentially non-compliant. Dermatology and Neurology struggling most with adoption.
            ⚪ Workflow
            Background noise in shared ER workstations — may require lapel microphone investment. Surgery doctors need to shift from silent to verbalized physical exam documentation.
            MVA Blockers
            Issues surfaced across 12 meetings
            🔴 High — Caller ID (Hospital-Wide)
            Phone Calling displaying Heather Moyer's personal 484 number instead of MVA's 610-666-1050. Nurses refusing to use the feature. Dr. Heft had to email cancer results because client screened the unknown number. Fix committed same-day.
            🔴 High — Integration
            Cornerstone exports to General Note instead of Quick Text — breaks MVA's inter-staff communication workflow. Each staff member has an assigned Quick Text number (e.g., Dr. Heft = 86, nurse = 124). Engineering investigation needed.
            🟡 Medium — Template Mismatch
            Default templates require excessive editing — Dr. Sawyere and others stopped using VetRec because post-generation editing was slower than writing manually. Custom templates are the single most critical adoption lever.
            🟡 Medium — Records Recap Accuracy
            Date inaccuracies in multi-vet records — Dr. Hutton abandoned Records Recap after chronological ordering failures. Karen also flagged lab dates showing sent vs. performed dates.
            🟡 Medium — Phone Architecture
            MVA's phone system lacks extensions — calls route through an off-site business center, complicating direct desk phone integration. Workaround investigation pending.
            ⚪ Change Resistance
            "Old school" doctors resistant to AI — Jill (admin) flagged this directly. Dr. Hutton stated: "If I can't 100% be sure it's all correct, it's useless to me."
            Internal Champions & Key Stakeholders
            PVESC Champions
            Users driving adoption within their departments
            NameRole / DeptSentimentNotes
            Ashley GrayHead ER Tech · EmergencyChampionDriving tech adoption; finalized triage template
            Lauren JohnsonCoordinator · Surgery/SMRChampionSubmitted template requests proactively before visit
            BiancaIM Coordinator · Internal MedRe-engagedIM champion; re-engaged after Sep '25 pause
            TammyCoordinator · Hospital-wideActiveManaging invites + dept team setup across hospital
            EmTech Lead · CardiologyActiveGoing on maternity leave; Molly taking over
            Molly (IM)IM Tech · Internal MedEarly Adopter4 days successful phone call usage; positive proof point
            Dr. EifflerNeurologist · NeurologySkepticalPrior hallucination concerns; mic hardware blocker
            Dr. Ashley BryantER Doctor · EmergencyCautiousConcerned about non-compliant colleagues (Heidi, Robin, Iris)
            MVA Champions
            Users driving adoption within their departments
            NameRole / DeptSentimentNotes
            Dr. Kristin HeftDVM · Internal MedPower User#1 user (814 sessions); longest meeting (50 min); found Cornerstone + caller ID gaps
            Dr. LeslieDVM · Internal MedChampionCalled Phone Calling "huge for the whole hospital"
            Dr. Jen AdlerDVM · Internal MedActiveRequested custom SOAP, discharge, Records Recap templates
            Dr. Amanda StorerDVM · Critical CareActiveLeaving in 6 weeks; wants all templates at team level before departure
            ChaseDVM · SurgeryEarly AdopterAlready using recording + history summarization; wants voice-driven fields
            Dr. SawyereDVM · SurgeryRe-engagedStopped using VetRec; re-engaged with "very detailed" mode + custom templates
            Dr. HuttonDVM · Internal MedCautious"If I can't 100% be sure it's all correct, it's useless to me" — needs custom template first
            Jen McGoughER Director · EmergencyNewFull ER demo; will start with Phone Calling then expand
            Template Requests Pipeline
            PVESC Template Requests
            Target completion: February 13, 2026
            ERER Triage Template — 8 vitals added; "triaged by [name]" var pending
            ERCustom ER SOAP Template — awaiting 1–3 example records from Mauria
            ERClient Discharge Notes — consistency improvement needed across doctors
            SurgerySurgery Records Recap + Verbal History + Full Clinical SOAP (3 templates)
            SMRSMR Records Recap + Verbal History + SOAP + Muscle Ultrasound (4 templates)
            SurgeryOrtho vs. Soft Tissue appointment templates (2 separate)
            IMIM Template Refinements — remove "not performed", add meds dispensed, abnormal PE only
            CardiologyEcho Report Template — dictate abnormal findings, default normals
            NeurologyCustom Verbal History Templates for Dr. Eiffler and Dr. Landry
            Cross-DeptAbnormal PE findings + Records Recap diagnostic grouping by visit (4 depts)
            MVA Template Requests
            Most due within 1–2 days of visit
            IMChronological Timeline Template for Dr. Hutton — multi-vet, date-ordered
            IMCustom Lab Result Tables — track specific values (EOS, BUN) across synonym terms
            IMHistory Narrative (ChatGPT-style paragraph) + Diagnostic Timeline for Dr. Heft
            IMNarrative Summary template for Dr. Leslie — minimal adjectives, no David AI prompting step
            SurgeryCustom Surgery Consult Templates for Dr. Sawyere — verbose paragraph style, measurements
            SurgeryVoice-Driven Field Population templates for Chase — PE first, then surgery reports
            SurgeryCustom Surgery Templates for Madison Shubert — matching Cornerstone format
            NeurologyConcise Records Recap for Daniella — brief older visits, detail on recent
            Critical Care"Mad Lib" Discharge Templates for Dr. Storer — common emergency presentations
            ERER Discharge Templates (4 sections) for new ER Director
            GeneralSOAP Notes, Discharge Summaries, Records Recap templates (Meeting 5 attendees)
            MVA Template Status Tracker
            Updated post-visit · PVESC templates still in progress — awaiting updates from Christian's team
            MVA — Template Request Status
            Per clinician · as of late February 2026
            IM
            Dr. Tabitha Hutton
            Chronological timeline + lab result tables
            📋 See Support Channel
            Surgery
            Dr. Dominique Sawyere
            Custom surgery consult templates (verbose paragraph style)
            ✅ TR Submitted
            Surgery
            Dr. Madison Shubert
            Custom surgery templates matching Cornerstone format
            ⏳ Pending
            Neurology
            Dr. Daniella Vansteenkiste
            Concise Records Recap — never sent example records
            ⚠️ Re-engage?
            IM
            Dr. Jen Adler
            SOAP, discharge, Records Recap — no examples, no TR submitted
            ⚠️ Re-engage?
            ER
            Jen McGough (ER Director)
            ER discharge templates (4 sections)
            ✅ TR Submitted
            Critical Care
            Dr. Amanda Storer
            "Mad Lib" discharge templates for common emergency presentations
            ✅ TR Submitted
            IM
            Dr. Kristin Heft
            History narrative + diagnostic timeline — changes made; Katie CC'd on email thread
            ✅ In Progress
            Surgery
            Dr. Chase Schoelkopf
            Voice-driven field population templates — Katie CC'd, team will take it from here
            ✅ In Progress
            IM
            Dr. Leslie
            Narrative summary template — emailed end of visit week, no response yet
            ⚠️ Re-engage?
            General
            Dr. Karen Farver
            Custom SOAP template — emailed, Katie CC'd
            ✅ In Progress
            Legend: ✅ TR Submitted / In Progress 📋 See Support Channel ⚠️ Re-engage needed ⏳ Pending
            PVESC — Template Request Status
            Awaiting updates from Christian's team · target was Feb 13, 2026
            ✅ All PVESC template requests are complete. Now awaiting PVESC's org chart to restructure team department organization within the VetRec platform by specialty department.
            📋 Next step: Once PVESC provides their org chart, Katie will reconfigure the department-based team structure in VetRec so each specialty only sees their own templates and visits.
            ERER Triage Template — 8 vitals added; "triaged by [name]" var pending✅ Done
            ERCustom ER SOAP Template✅ Done
            ERClient Discharge Notes — consistency improvement✅ Done
            SurgerySurgery Records Recap + Verbal History + Full Clinical SOAP (3)✅ Done
            SMRSMR Records Recap + Verbal History + SOAP + Muscle Ultrasound (4)✅ Done
            SurgeryOrtho vs. Soft Tissue appointment templates (2 separate)✅ Done
            IMIM Template Refinements — remove "not performed", meds dispensed, abnormal PE✅ Done
            CardiologyEcho Report Template — dictate abnormal findings, default normals✅ Done
            NeurologyCustom Verbal History Templates for Dr. Eiffler and Dr. Landry✅ Done
            Cross-DeptAbnormal PE findings + Records Recap diagnostic grouping by visit (4 depts)✅ Done
            Open Action Items — Post-Visit
            PVESC — Open Actions
            Owner: Christian Jones unless noted
            ActionOwnerDue
            Complete all department templates (priority: neurology, derm, ER)ChristianFeb 13
            Investigate + resolve phone call lag (10–30 sec)Christian / EngASAP
            Resolve EasyVet "Communication not found" errorEngineeringASAP
            Enable Case Board for ER departmentChristianASAP
            Configure department-based teams in VetRecChristian / KatiePost-visit
            Produce training videos by feature (3–5 min) for PaylocityKatie HarrisTBD
            Introduce Em → Katie; CC Molly on all cardiology commsChristianPost-visit
            Introduce Tammy → Katie; set up department team structureChristianPost-visit
            Follow up with Bianca on derm template (unanswered email)ChristianASAP
            3-month follow-up visitChristian~May 2026
            MVA — Open Actions
            Owner: Christian Jones unless noted
            ActionOwnerDue
            Fix caller ID → 610-666-1050 (was displaying 484 number)ChristianFeb 17
            Investigate Cornerstone Quick Text integrationChristian / Eng1–2 days
            Create custom templates for Dr. Hutton, Dr. Heft, Dr. Leslie, Dr. SawyereChristianFeb 18
            Create neurology Records Recap template for DaniellaChristianAfter examples
            Create "Mad Lib" discharge templates for Dr. StorerChristian1–2 days
            Create ER discharge templates (4 sections) for ER DirectorChristianAfter examples
            Investigate MVA phone extension workaroundChristianFeb 17 EOD
            Hickory satellite visitChristianFeb 19–20
            Send meeting recap + dashboard screenshots to Jill & StacyChristianFeb 17
            Investigate "Very Detailed" mode for mobile appChristian / EngOngoing
            COVE Animal Health × VetRec · Confidential Performance Report · February 2026
            Data sourced from VetRec platform analytics · Generated by VetRec Customer Success