Save Thousands of Animal Lives in Oregon

Excellent medical care has been woven into the fabric of DoveLewis since our founding more than 44 years ago. And central to the successful delivery of high quality medical care is extending compassion to everyone who comes into our hospital, as well as those impacted by our community programs.

In recent months, we have been talking more about the compassion side of the equation – specifically about the customer service experience for our hospital clients. We are challenging ourselves to be on the cutting edge of not only medicine, but also of the client experience. We are evaluating it from beginning to end – from before you walk through the door with an ill or injured pet until after you leave.

While we hear positive feedback from our clients and the community, we believe we can do better. We also know that, as the choices you have for veterinary care expand, we must do better and live up to our place as a community-based Portland institution. As is necessary with any change initiative, we are taking stock internally first.

We want to ensure the work our team does is always driven by our mission. As a large hospital, are certain processes getting in the way of how we engage with a client? How can we provide better training for our employees? And how can we use technology to improve patient treatment and client care?

Over the longer term, those internal changes will manifest themselves in visible ways – perhaps a different check-in experience in the lobby, a client liaison solely focused on the needs of people and their pets while they wait, and new ways to communicate with us before, during and after a visit.

We are excited by the challenge of this initiative to ensure that we provide the best experience possible. At the end of the day, we hope that we exceed our clients’ expectations every day. Thank y