By J.C. O’Connell
What is the sound of two ears flapping?
The answer doesn’t require Zen meditation, just a trip to the Firehouse Animal Hospital, where Major, a chocolate Labrador, was recently treated for an ear infection. The patients in the waiting room at the other end of the building could hear Major shaking his broad head, because Firehouse is not set up like a typical animal hospital. Rather than being carved into cramped rooms, the 4,500 square-foot space is as open as the animal care allows. A high ceiling, skylights and exposed brick walls decorated with the pet-themed work of local artists all help to transform a traditionally medicinal atmosphere into an almost domestic experience.
"We have a real focus on how well our clients are taken care of," says Dr. Jed Rogers, the owner and medical director of Firehouse. "Our goal is to make them feel welcome, that this is a place they want to come, not that they have to."
Firehouse, which opened in October, caters to the needs and desires of cats, dogs and their owners. The reception area offers clients a plasma screen TV, wireless Internet access and snacks for two-legged and four-legged guests.
"I’ve never been in a vet’s office and been offered coffee or tea," says Amanda Higgins, Major’s owner.
Firehouse’s approach to clients resembles its architecture: wide open and accessible.
"They’ve been very thorough and accommodating," Higgins says. "Major will be back."
Like many of the other animal owners who come to Firehouse, Higgins finds the East 6th Avenue and Corona Street location convenient. Dr. Rogers says he central Denver location makes the hospital’s unique approach available to residents in many of the surrounding neighborhoods.
"The major difference (from other animal hospitals) is our ability to focus on the client and the patient’s experience. We look for a combination of the two." Rogers says. "We have really good systems in place to take care of pets. We have the right equipment, we have a nice open, clean space to work in and we have great staff that really know what they’re doing when it comes to taking care of pets."
Rogers currently sees 250 animals, but hopes to expand the business to serve 2,500 pets with the help of four additional veterinarians. He also expects to hire enough certified veterinary technicians to maintain a support staff of two technicians for every doctor.
Firehouse’s equipment is as state-of-the-art as its plasma TV. All records, from examination notes to X-rays to pictures of a pet’s inner ear, are digitally stored. Pet owners receive e-mail reminders to schedule their next appointment and can request an appointment date through the hospital’s Web site. Rogers hopes to further eliminate paper from his practice by expanding the site to give pet owners access to medication instructions. The dental suite also boast high-tech equipment originally designed for use on humans, and except for the absence of a chair, looks identical to a dentist’s office.
Despite all the impressive amenities, pet owners still seem to focus on the all-important doctor-patient relationship.
"I’m very particular about my vet," says Paul Krygoski, who recently moved from New York with his basset hound, Humphrey. "This is the first time here, but I really like how (Rogers) was interacting with the dogs. He had a good bedside manner, dog bedside manner."
The flapping sound made by Major’s ears eventually stopped traveling over the steel rafters. He received the necessary ear medicine, and his owners got a complimentary bottle of wine welcoming them as new customers. Outside they passed a banner with Firehouse’s slogan: "You’ll wish your M.D. was this good." And you’ll wish your home was this plush and inviting. |
