Local veterinary clinics and pet services adapt to surge in demand and evolving practices
By Anna-Rhesa Versola | Photography by Sarah Martin
The future of pet care is going to the dogs (and, ahem, the cats) as local veterinary and pet adjacent businesses meet sustained high demand in the wake of the COVID-19 pandemic.
“You forget how scary it was,” said Anna Bengel, vice president of marketing at Eno Animal Hospital, which has been in the north Durham area for almost 40 years. “We had to kick into high gear. Everyone was understaffed, and it was stressful for a while [because] no one could come into the building. People were waiting weeks and weeks and weeks [for an open] appointment.”
Eno Animal Hospital was not alone in adapting to a new normal. The American Society for the Prevention of Cruelty to Animals estimates more than 23 million American households – nearly 1 in 5 nationwide – adopted a pet during the pandemic, which naturally increased the needs for veterinary and pet care services. More than 65 million American households last year had at least one dog, and 46.5 million, at least one cat, according to the World Animal Foundation.
In 2023, an updated study by Mars Veterinary Health reported that “a shortage of 14,000 to 24,000 companion-animal veterinarians could well exist in the U.S. pet health care market by 2030, representing an overall shortfall of veterinarians of approximately 11% to 18%.” Up to 55,000 new vets would be needed to meet projected demand. However, the American Veterinary Medical Association’s 2024 data does not support the projection. Instead, it shows that the number of pet vets could actually grow by more than 20%, from about 80,000 to more than 98,000, as existing and planned schools add to the ranks – a rosier outlook for the industry.
According to the USDA, the greatest shortages of veterinarians are found in rural areas across the country. In North Carolina, 10 different counties are listed as having a shortage of private companion-animal veterinarian care, and Durham County is not among them. In fact, the city of Durham has more than 90 licensed veterinarians registered with the NC Veterinary Medical Association. However, the pandemic’s impact still presented significant challenges for the local pet care industry, and its businesses continue to see lingering effects to this day.
NAVIGATING VET VISIT FREQUENCY
The pandemic forced many veterinary clinics and pet care businesses to dramatically change their daily operations to abide by guidelines and COVID-19 restrictions, some of which remain in place. “No one knew what was going to happen or for how long, so a lot of clinics prepared to do less business and furlough individuals,” said Kristy White, manager of Park Veterinary Hospital & Urgent Care. “But the complete opposite happened – the industry kind of boomed.”
The transition to curbside services and compliance with health guidelines added complexity to the practice’s operations. “Appointments took longer due to the back-and-forth communication from the client’s car to the veterinarian,” White recalled. Despite the obstacles, hospital staff streamlined clinical services, ultimately reducing the number of times animals and their pet parents needed to return to the clinic for vaccinations or maintenance visits.
“We’re seeing them once or twice a year versus multiple times a year, which will give us the opportunity to see another pet in our community,” White said of the practice, which serves more than 4,500 pets. “We changed how we do internal medical documentation. Rather than doing a lot of paper forms, we switched to online forms that are fillable to clients, and then it sends us emails. We purchased software that supports a two-way texting platform. We still use it today, even more so, I would say.”
The practice, which was named one of the best Durham vets and boarding facilities by Durham Magazine readers, has 43 employees, including eight veterinarians, five registered vet techs and a small army of vet assistants plus front desk and kennel staff. It offers a range of diagnostic testing and has a board-certified ultrasonographer and an orthopedic surgeon who come in for scheduled services and procedures. And it continues to grow.
“We purchased the building next door to us, and we’re going to be expanding our boarding facility over there,” White said, adding that additional renovations will allow Park to expand its services. Bengel also highlighted the dramatic increase in veterinary visits during the pandemic. “It felt like every pet in Durham was suddenly coming to see us,” she said, noting that, because owners were mostly at home with their animals, they paid more attention to their behaviors and could spot when something was off. “[It] was frustrating for those used to getting appointments quickly,” Bengel added. “The entire team had to work hard and stay organized to manage the increased demand.” Effective communication and public messaging were crucial in keeping clients informed about the situation.
The pandemic also intensified the high-stakes nature of veterinary work. “It was a tough time, adding more pressure to an already emotionally and psychologically demanding profession,” Bengel noted. To support its staff, Eno Animal Hospital implemented mental health wellness initiatives, including compassion fatigue seminars and team-building activities.
Bengel said the demand has since stabilized and is more manageable, but that the industry is still quite fluid. “I know there are a lot of people who leave the field because it’s draining,” she said. “It can just be cripplingly stressful and difficult. … I mean, you’re looking after people’s beloved companions. They’re their best friends, and you cannot not care for them.”
MEETING THE DEMAND FOR PET SITTING, BOARDING AND DAY CARE
Mac Renfro, owner of Camp Bow Wow – North Durham, also observed a notable shift in pet care needs. “With the significant increase in dog adoptions during the pandemic, many new pet parents were looking for a way to get their pups exercise and social interaction outside the home,” Renfro said. “Our day care service was the ideal solution for them, and we had many new campers join us during this period.”
Even post-pandemic, the demand for services remains high. “Many of our day care pups come to camp multiple days each week, so day care is fairly consistent throughout the year,” Renfro said. “However, demand for overnight boarding peaks during summer and holidays.” The surge in demand led to the implementation of a waitlist for boarding services, especially during vacation seasons. “That’s why we strongly suggest making reservations one to two months in advance, so you don’t have to worry about finding a place at the last minute,” he said.
Camp Bow Wow is a national franchise with more than 220 locations, and North Durham’s was one of the first that opened 20 years ago. “We’re very fortunate to have built up an extremely loyal customer base over the years, so we only experienced a short-term slowdown when the pandemic hit,” Renfro said of his boarding facility, which was named one of the best in the Bull City by Durham Magazine readers and is also ranked in the chain’s top 10% in the country.
To accommodate the growing demand, Camp Bow Wow expanded its facilities, adding 75 new cabins to its boarding capacity earlier this year. “Safety and cleanliness are our top priorities,” Renfro said. “That’s why counselors are trained in pet CPR/First Aid, and we follow vet-approved guidelines for caring for the pups and keeping camp clean.” The inclusion of video cameras allows pet parents to check in on their dogs from anywhere, adding an extra layer of reassurance.
Mandi Fleitz, owner of Barbie & Company Pet Services, said her Best of Durham award-winning pet-sitting business is at capacity for canine clients and is currently only accepting new feline clients, but that wasn’t the case just a few years ago.
“2020 was really tough,” Fleitz said, remembering how demand for dog-sitting services dropped precipitously during the height of the pandemic shutdown. “We luckily had so many loyal clients who would still use us, even if they didn’t technically need us, just to keep the business afloat, which we are so grateful for, because we were able to make it to the other side. A lot of small businesses I know didn’t make it through COVID.”
Fleitz said she has seen a lasting change across Durham as it continues its recovery. “The demand has definitely increased,” she said about the higher number of pet owners, but said she’s not seen more pet-sitting businesses open to keep up with the growth. “It’s just all of the same people [who] have been around for years,” Fleitz said. “We’re just trying to handle the rush of new pet owners, and it’s been really tough with hiring challenges. That’s what we’re facing right now, and why we’re not accepting new dogs.”
Fleitz also noted a trend in pet behaviors, with a rise in aggression among dogs and avoidance for cats. She surmised that these changes could be due to the prolonged lack of socialization with other humans and animals.
May is typically the busiest time of year for Fleitz’s business, with up to 30 pet sitter visits per day. The pace slows by the end of summer. The constant, Fleitz said, is the employees’ passion for the animals under their compassionate watch. “It’s not just a side gig,” she said. “It’s not Instacart or Uber. We care for your pets and love them like our own, and it’s a big deal to us.”
