How an Open API Won Broadway Veterinary Group over to Provet

“Our PIMS is our mobile phone. It’s our lifeline for work.” - Alex Green, Director, Broadway Veterinary Group

Broadway Veterinary Group is an independent small-animal practice in Herne Bay. In October 2023 it replaced its on-site EasyVET server with Provet, the all-in-one veterinary PIMS. The move gave the practice an open platform it could build around, card payments that reconcile themselves, and cloud hosting in place of the server it used to run.

Founded in 1986 by Clinical Director Sarah Green, Broadway has grown into a busy practice on the edge of town, treating cats, dogs, and a growing caseload of exotics that few other practices in the area take on. It has doubled in size between 2019 and 2025 and now has more than 3,000 clients on its books, handling roughly 65 to 75 consultations a day and taking on two to three new clients a day for the past 18 months, as thousands of new homes go up nearby.

Director Alex Green wanted practice management software that could keep pace with that growth. As an independent, trading under its own name, Broadway cares about choosing its own tools and setting its own standard of care. It wanted a system that would let it do both.

Closed off and stuck on a server 

For years the practice ran on an EasyVET server in the building. It recorded appointments and clinical notes well enough, but it largely stood on its own. Broadway couldn’t connect it to the other tools it wanted to use, and much of what the team needed had to be built in-house. Ordering from its wholesaler, National Veterinary Services (NVS), meant time-consuming telephone orders every single day. Every one of those workarounds took time the team would rather have spent with patients.

Running its own server carried a risk Alex was no longer willing to take. After a data-loss incident during a system change, the team had to rebuild six months of records in about two weeks, and a replacement server ran to £2,500. He reached a conclusion he still maintains today: “I will never have a server in the building again.” He wanted records in the cloud, out of harm's way. Provet backs them up frequently, so a bad day can't cost weeks of lost work again. 

Why Broadway chose Provet

When evaluating different PIMS, one thing decided it for Alex. “The open API was the biggest seller for me,” he says. “I can have any system I want, regardless of what it is, as long as there's a connection point inside Provet. So why would I not do that?” For an independent practice that wanted the freedom to choose its own tools rather than accept one supplier’s shortlist, that mattered more than any single feature.

In practice, that means connecting the specialist tools he rates to Provet at the centre of the practice: NVS for wholesaler ordering today, VetCheck for paperless records coming next, with room to add more later.

Ease of use sealed it. “I used to spend a week training people when we had the old system. Now I don’t train people. I ask them to create an account and get them to make mistakes,” Alex says. “Not one person has ever said to me, ‘I can’t do it.’ And some of them had never used veterinary software, or even a computer before.”

What changed day-to-day

The move itself landed better than the team expected. “The implementation went really well,” Alex says. “I think the team was surprised how easy it was.” With hands-on support through the switch, the changeover took around two to three hours, and staff were up and running the same day.

The clearest change is at the front desk. Broadway runs Provet Pay on card terminals at either end of its reception hatch, and Alex now recommends them to everyone he talks to. “If you don’t have Provet Pay terminals, you need to get them,” he says. “It’s one of the best integrated things we’ve got.” Because the amount taken always matches the invoice, payment mistakes can’t happen. “If you don’t take cash and you only have these card terminals, you cannot make a mistake. You never need to cash up.”

The time it gives back adds up. “It probably saves about 30 seconds per transaction genuinely. And I think it probably saves about 10 minutes at the end of every day.” On Broadway Veterinary Group’s volumes that works out at around three hours a week, and close to 157 hours a year — the best part of four working weeks handed back to the front desk, without a single manual cash-up. 

On paper, Provet Pay's rate came in about 0.1% higher than WorldPay, the processor Broadway used before but Alex knew it would more than pay for itself. “I’m not only saving money, I am saving loads of time and I’m introducing a better customer service,” he says. “This is an absolute no-brainer.”

It flexes to fit the client, too. For people who can’t use the terminal keypad, including blind clients, the team sends a pay-by-link so they can pay from their own phone using its accessibility features.

In the consult room, AI Scribe drafts the clinical notes from what the veterinarian says, so documentation happens during the appointment rather than long after it. “Having AI Scribe integrated makes consultations a lot easier,” he says. Adoption has been near-universal. “All of our veterinarians bar one use AI Scribe,” he adds. 

Room to grow

Broadway isn’t done growing. The practice has room in its building to double again, and Alex is weighing a move into exotic referrals for the area over the next couple of years. 

“If you speak to most practices, their biggest issue is they’ve got nowhere to go,” he says. “Whereas our biggest issue is we’ve got so much space that you spend half your time looking for someone in the building, which is a really, really nice problem to have.” Whatever the practice takes on next, an open platform means the software can grow with it, rather than being replaced all over again.

Want to see what an open, cloud platform could change for your practice? Book a Provet demo.

FAQs

Why did Broadway switch to Provet?

The deciding factor was Provet’s open API, which lets the practice connect the tools it chooses. Ease of use and a move from an on-site server to the cloud sealed the decision.

How long does it take to switch to Provet?

Every practice is different, but Broadway’s changeover took around two to three hours.

Does Provet include AI for clinical notes?

Yes. Provet’s AI Scribe drafts consultation notes from what the veterinarian says. All but one of Broadway’s veterinarians use it.