Depending on where people live, they have different expectations of what a vet clinic should look like. Whether it's a big city where you wait for your appointment in your car with a little black square that buzzes like a restaurant, or you're in the country and your vet travels out of a truck with all the medicine and supplies needed in the back. There's one thing that's at the basis of a practice that most people agree on: What knowledge should a veterinarian have to treat my pet? There's a baseline standard for every occupation out there, a chef knows how to cook, a teacher knows their subject, and a janitor knows how to sweep. All a vet needs to know is veterinary medicine and animals, right? How do you feel about a team that goes above and beyond?
"What do I always say? We're lifelong learners. We learn something new every day." That's Dr. Amy Phillips, Owner and Medical Coordinator of Wolf Run Vet Clinic's, "key philosophy." From starting college to now owning and operating her own business, she stressed the importance of learning something new every day. This theology then trickles down into each level of her employment in the clinic.
Each veterinarian under Wolf Run's employment works hand-in-hand with Dr. Amy in both surgery and appointments for a whole year before taking any patient alone. "Being a good doctor, you're continually learning. From other resources and other people," Dr. Amy explained, the whistle in her voice prominent as her passion for the subject increases. Her smile lights up her plump, rosy cheeks. Her short, red hair bounces as she went on to explain how she didn't have a good mentor fresh out of college, and she wanted to do better for her own employees. The whole staffs continues to learn daily including doctors, technicians, receptionists, and veterinary assistants. There are four levels to their technician descriptions letting everyone know the abilities of each technician. Whether they're certified to anesthetize a dog or not is in the description of a level four technician such as Missy McKinley, the Head Surgery Technician.
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| Front parking lot of Wolf Run Vet Clinic |
Arriving at Wolf Run Vet Clinic these days, you see the brown building with tall windows, the sun shining on the paw-printed asphalt parking lot, and into the spacious lobby. There's hardly a moment that passes without a dog barking inside. From yips to howls, the lobby fills with pets being seen for various reasons. You wouldn't have thought the business would grow so much in just 10 years. Or even that this building is only 5 years old. But it does make you wonder, just how Dr. Amy Phillips pulled it off. "...I never wanted to own my own business." Dr. Amy laughed lightly, "I always loved the people and the pets, but never did I love my situation..." Growing from a single exam room, it is no longer in a rustic yellow building. Wolf Run now has three buildings in total, to also incorporate a boarding and grooming facility. Contrasting the original building, the current clinic has twelve exam rooms. Allowing multiple of their seven doctors to take appointments simultaneously throughout the day. Along with learning what pets need medically, it's important as a business to know what people need. Dr. Amy and her husband, Josh Phillips, make it a priority to have everything.
Barking
amplifies through the front doors as a leash wraps around a walker. A
receptionist rushes to hold the door open for a lady; her grey curls as shiny
as the silver walker in her hands. A chocolate lab follows her in languid and
patient for his owner.
“Who
is this good boy you have with you?” The receptionist asks moving around the
lady to get back behind her computer to check the duo in.
“This
is Hank, Kim should’ve called that he was ready.” The lady’s voice shook like a
leaf in the reply, as an equally shaky hand comes up to grab a bone from the
glass jar on the reception desk for Hank as he sits and pants at her leg. “He’s
been a good boy today,” the lady goes on to praise, “This is his second
appointment today.”
“Yes,
I do see here Hank had a grooming appointment this morning,” The receptionist’s
face lit up as she responded, checking them in on the computer and grabbing
their bright blue appointment paper. “Can we get this handsome boy on the scale
before we take him back to see Dr. Nate?” The question sounds less routine out
of her mouth with the compliment.
Sometimes, Wolf Run can accommodate for appointments. This allows less hassle for clients. The interaction between Hank's owner and the receptionist shows that Wolf Run can book appointments back-to-back. Kim Sunderland, the Head of the Grooming department, makes sure all the pets her and her groomers see are up to date on vaccines, or can even update their vaccines while over at grooming. That's only if the vaccines aren't overdue, so every pet can stay safe and healthy.
What's the best way to know what the clients want? Know the clients. Even for a new, fancy building, Wolf Run still has that small town vibe. From knowing faces to asking about vacations, it's important to know the people of the pets that are being cared for. Dr. Amy shares this importance, "I didn't turn anyone away. If you needed help, I would help you. No matter what time it was; where you lived; or who your regular vet was." These long hours and commitment to the people and business helped forge the practice into what it is today.
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| Cats that stay for a few hours get a kennel in the back. |
Off to the side of the main dog lobby, there is a secondary lobby that houses three exam rooms and a dark, wooden desk of its own. This is what Wolf Run calls their cat lobby. Katie's rosy cheeks match her ginger braids as she types away at the computer. Her smile brightens when she looks up to see a lady lug in her usual blue and grey carrier.
"Who do you have today, Pat?" Katie's voice rings out over the phone's incessant shriek next to her. The tall lady set down the carrier with a heavy sigh. She has the look of someone who knows exactly what she's doing.
"I have two kiddos here," She looks down at the carrier that now has rustling and meowing coming from inside. "Thanks for fitting me in so quickly again. I think I talked to Jen."
Pat Dershem is known for catching local cats and booking last minute appointments. Whether it's these boys with goopy eyes and a skinny frame, or it's to see if they have a surgery spot open for a last-minute spay or neuter. Her commitment to caring for pets as much as Wolf Run makes her a gold star client in the eyes of some of the employees.
Even with everything they've already done, Wolf Run continues to grow. They're adding new receptionists, assistants, and even veterinarians to their staff. "We're always changing our protocols and treatment strategies on the newest science. I mean, I think young doctors in general encourage me." Dr. Amy chirped. Keeping up with current medicine, technology, and resources is something Wolf Run Vet Clinic has been always looking forward to. They are now partnered with Western Veterinary Partnership, abbreviated as WVP. Dr. Amy is still the owner, but WVP can provide resources for further learning and behind the scenes support like social media and HR. This allows the staff to focus on the clients and pets.
After celebrating 35 years of establishment, the growth of Wolf Run Vet Clinic is phenomenal. "As information evolves, we evolve with it." Keeping Dr. Amy's words in mind, and her growing business, staff, and customer base, Wolf Run Vet Clinic is a star facility in the Muncy community.