A veterinarian’s perspective on Chewy Vet Care’s team-based practice model

Veterinary practices continue to look for ways to improve efficiency without sacrificing the quality of care or the well-being of the team. In this Q&A, Krista Seraydar, DVM, of Chewy Vet Care, discusses how the hospital model—from onboarding and staffing to documentation support and digital pharmacy integration—is designed to reduce administrative strain and create more time for patient care. Her perspective offers a look at how workflow, technology, and clinic design may affect both clinical decision-making and day-to-day sustainability in practice.

What initially attracted you to practice at a Chewy Vet Care hospital, and how did the onboarding process compare with other practices you’ve worked in?

Seraydar: What drew me in was how intentionally the model supports veterinarians as people—not just as producers. From day 1, it’s clear the goal is to protect our well-being by reducing unnecessary administrative burden so we can spend more time doing what we’re trained for: caring for pets and supporting their families and our team.

Onboarding felt genuinely “designed by veterinarians for veterinarians.” The training was organized and practical, and I felt like I had the support and tools to build confidence quickly without being thrown into the deep end. It’s also a very collaborative culture; doctors lean on each other, techs are empowered, and there’s a real shared commitment to improving pet health, team wellness, and client experience.

I also love the emphasis on growth. From continuing education and development opportunities to mentorship, Chewy Vet Care has created an environment where learning and coaching [are] natural and valued.

How is the hospital’s workflow designed to support veterinarians during a typical day?

Seraydar: The day-to-day flow is built to help us practice good medicine without feeling rushed or buried in paperwork. Our systems streamline administrative tasks and simplify communication, so I’m spending more of my time in the exam room listening, educating, and making thoughtful medical decisions.

Having access to [artificial intelligence] assistance for medical notes has been a game-changer. I am able to focus less on paperwork and more on my patients and their families, all while still being able to get home on time.

Chewy designed these hospitals from the ground up. Are there any specific design features—clinical or operational—that have meaningfully improved efficiency or patient care?

Seraydar: Absolutely. You can feel that the physical space was designed with the care team in mind. Small things, like having truly restorative break areas and a dedicated comfort room, matter more than people realize when you’re in a demanding, emotional profession.

From a patient care standpoint, the layout supports calm, efficient movement through the day. And operationally, the clinic is equipped with in-practice technology that helps us make accurate, timely diagnostic decisions, which is huge for both patient care and client confidence.

How does integration with Chewy’s online pharmacy and digital ecosystem affect prescribing, adherence, or follow-up care?

Seraydar: It makes follow-through so much easier for pet parents. When the care plan, records, discharge instructions, and next steps are accessible in one place, families feel less overwhelmed and more supported, so they’re more likely to stay on track.

For example, nonurgent prescriptions can be ordered through Chewy Pharmacy and delivered to the pet parent’s home within 2 to 3 days after we approve them. The doctor or technician can place medications and recommended items [supplements, supplies, etc] directly into a client’s cart, which eliminates confusion or mistakes in dosing and improves client [adherence]. Families can also set up autoship for ongoing needs, and the online pet portal helps them manage their pet’s health between visits. On top of that, there’s dedicated 24/7 customer support, Connect With a Vet, and PetMD educational resources, [extending] the care experience beyond the exam room.

How does the staffing model compare with other hospitals you’ve worked in?

Seraydar: The support feels intentional. Because technicians and assistants are appropriately staffed and empowered, our doctors can focus on medical decision-making and relationship-building, and patients get smoother, less stressful visits. The culture is also very team-forward. No one works alone here.

On an average day, each doctor has 2 to 3 veterinary assistants/technicians assigned to them, which helps keep things moving smoothly and prevents doctors from [being] stretched too thin with blood draws, filling medications, treatments, etc.

And because Chewy Vet Care invests in career growth, it helps with both morale and retention. People can see a future for themselves, which is incredibly meaningful in veterinary medicine right now.

What has surprised you the most about practicing medicine in the Chewy Vet Care model so far?

Seraydar: How personal it feels. You might expect a bigger organization to be rigid, but the culture here is very human. Because there’s built-in time to talk with pet parents, collaborate with the team, and think through cases, I have the space to show up authentically for my patients, my team members, and myself.

Plus, leadership is easy to reach, so we can handle any organizational issues swiftly and get back to patient care. This means that I maintain full say in the medical plan for my patients, but the support and tools around me make it easier to practice thorough, thoughtful medicine.

Based on your experience so far, what lessons from this clinic model might translate to other veterinary practices?

Seraydar: Relationship-centered care isn’t “nice to have”—it’s foundational. Chewy Vet Care offers an experience where pet parents feel informed, respected, and supported, [so] they’re more likely to return, follow through, and trust the plan. And veterinary teams feel protected from unnecessary burdens and supported in their growth.

The big takeaway for me is that clinic design, workflow, staffing, and technology aren’t separate from well-being—they are well-being. These elements working together support better outcomes for pets, better experiences for families, and a healthier, more sustainable life in practice for clinicians like me.