The price of progress: Can we innovate without losing the human touch (LVS25)

Innovation is essential -  but at what cost? Are we losing something in the race to innovate? Charlie and Jamie aim to provide a dynamic and thought-provoking session given in a fireside chat-style. Balancing debate, insight and humour, they will address the interplay between innovation and human connection in veterinary practice. They will explore whether practices can embrace progress without compromising empathy, relationships, or team connection.

1.    Evaluate the Impact of Emerging Technologies on Empathy and customer experience in Practice
Assess how new technologies can both support and potentially erode empathy within stakeholders and affect the client experience and patient care.
2.    Identify Strategies to Integrate Tech Without Sacrificing Connection
Gain practical ideas for integrating digital tools into clinical workflows while maintaining (and even enhancing) client relationships and team morale.
3.    Recognise Warning Signs of Tech-Driven Disconnection
Identify early indicators of when technology might be reducing, rather than enriching the human elements of veterinary care—such as reduced face-to-face communication, decision fatigue, or loss of team cohesion.
4.    Understanding the Balance Between Efficiency and Empathy
Through a spirited discussion, attendees will hear differing perspectives on whether innovation and human touch are truly at odds, or if thoughtful implementation can create synergy.

• Digital adoption
• Navigating client needs
• Opportunities for Improving workflow and education between vet/nurse and client

Speakers

Jamie Crittall, BVSc MRCVS, Co-Founder and CCO - Pet Records

Charlie Barton, BVSc CertVOphthal MRCVS, Co-founder and CEO - Pet Records

Sponsored by:

Presented at LVS 2025

Friday, 21 November 2025, 10:00-10:50, Modern Veterinary Practice Theatre