Sep 8, 2025

Lakeside Veterinary Hospital & Research Center

How DocTrue Transformed a 100% Walk-in System into a Seamless Automated Queue with less than 3% No-Shows at Lakeside Veterinary Hospital in Just 6 Months


🐾 Case Study

📍 About Lakeside Veterinary Hospital & Research Center

Lakeside Veterinary Hospital, located in Basavanagudi, Bengaluru, Karnataka, is one of the oldest and most trusted names in veterinary care. With decades of service and a reputation for excellence, the hospital is led by:

  • Dr. Yathiraj Seernivasa – Executive Director, renowned veterinarian, former Dean of the Veterinary College, Bangalore, and former Director of Research at KVAFSU. With over 40 years in small-animal medicine, he has received numerous honors including the Lifetime Achievement Award from the Karnataka Veterinary Association, the VetVisionary Award, and the Jewel of India Award, alongside several state and national recognitions across veterinary bodies.

  • Dr. Sampath Kumar – A respected veterinary surgeon, known for his expertise in small-animal surgeries and long-standing contributions to veterinary practice, recognized for his compassionate approach to patient care.

🐕 The Challenge

In early March 2025, when the DocTrue team met with Dr. Yathiraj and Dr. Sampath, the hospital was facing significant operational hurdles:

  • 100% of appointments were walk-ins

  • Paper tokens issued for patients, leading to confusion

  • Average wait time: 45+ minutes per consultation

  • Daily footfall: 80+ pets, including dialysis cases, vaccinations, chronic conditions, and surgeries

  • Doctors faced burnout with unpredictable queues, sometimes extending consultations.

  • Missed follow-ups and appointment procrastination added to the inefficiencies

Pet parents often had to wait hours with their pets, creating stress and dissatisfaction.

💡 The DocTrue Solution

In mid-March 2025, DocTrue’s WhatsApp-based appointment & queue automation system was deployed at Lakeside.

Key implementations:

  • WhatsApp-first booking: Pet parents simply send “Hi” to the hospital’s number to book slots.

  • Appointment confirmation fee (₹100): Introduced under Dr. Yathiraj & Dr. Sampath’s guidance to reduce no-shows and provide priority slots.

  • Digital tokens: Paper slips replaced with tablet-based queue management.

  • One-click doctor & patient check-ins: Streamlined receptionist workload.

  • Real-time queue updates: Pet parents track appointment status via WhatsApp without crowding reception.

  • Comprehensive dashboard: Doctors and staff manage follow-ups and access analytics with ease.

📊 The Results (First 6 Months)

  • ✅ 8,000+ appointments completed

  • 📉 No-show rate reduced to less than 3%

  • ⭐ 90+ new Google reviews within 6 months

  • ⏱️ Zero waiting time for priority appointments

  • 💬 50+ positive patient reviews, average satisfaction score 9.03/10

  • 🐶 Pet parents rated WhatsApp booking as the most valued feature, followed by real-time token updates

Doctor & Patient Experience

  • Doctors now manage patient flow with greater predictability, reducing stress.

  • Staff save hours daily with simplified follow-up and token management.

  • Pet parents feel valued and prioritized, experiencing shorter waits and smoother visits.

Patient Review (Google, Swaroop R):

“Fantastic WhatsApp consultation slot booking system, super 👍”

🌟 The Transformation

In just six months, Lakeside Veterinary Hospital shifted from a 100% walk-in, paper-token model to a world-class, digitally powered experience:

  • Seamless OPD operations

  • Happy pet parents

  • Reduced stress for doctors

  • A modern, premium veterinary practice model powered by DocTrue

🚀 Ready to Transform Your Practice?

Just like Lakeside Veterinary Hospital, you too can revolutionize patient experience and hospital efficiency with DocTrue.

👉 Book a free demo today!

📌 Visit: www.doctrue.in

📧 Email: info@doctrue.in

📞 Call: +91 7760915388 | +91 7022623779