Veterinary Telemedicine Services: 7 Key Considerations Before Launching

Veterinary telemedicine offers a solution for pet owners who face geographical barriers and difficulties that limit their ability to visit a veterinarian regularly. Owners are willing to pay for vet telehealth appointment schedules if available. In addition to geographical barriers and service shortages, veterinary telemedicine plays a crucial role during pandemics, when emergencies necessitate specific regulations and restrictions which was highlighted during the COVID-19 pandemic. Telemedicine services can be further developed to match the advancements in veterinary healthcare bridging such gaps. Now, let’s explore the key insights to follow before launching a telemedicine service.

1. Following States’ Veterinary Telemedicine Regulations

There are differences between states regarding telehealth regulations. However, some states allow the creation of electronic veterinary clinic-patient relationships although others do not allow it. The first step to establishing a veterinary telemedicine system is to align with the AVMA(American Veterinary Medicine Association) model and its regulations.

Key AVMA Regulations

• License: The veterinarians must be licensed in both states where they practice and their clients are located.
• Accountability: The veterinarian must be responsible for making any treatment decisions and providing the appropriate referrals.
• Sufficient Knowledge: The veterinarian must possess the essential data related to the animal’s condition to help initiate at least a preliminary diagnosis.
• Client’s Consent: The client should consent to all medical instructions and recommendations.
• Follow-up availability: The veterinarian must ensure available time for further check-ups and organize for expected emergencies.
• Oversight: Facilities to monitor and oversight treatment should be provided.
• Honesty: Careful and safe management of the medical records and client’s data.
• Right-to-End Relationship: For the veterinarian and the client according to the principles of AVMA.

2. Integrating a Seamless Veterinary Telemedicine Service

To ensure a high-quality service there are questions regarding essential aspects that should be answered.

• Space: Is there an adequate space with a quiet environment that ensures a professional telemedicine experience free from interruptions?
• Technology: What are the technology tools and platforms required to provide vet telehealth appointment schedules? And their cost regarding initial step, usage and regular maintenance.
• Appointment Schedules: Does the current schedule accommodate to integration of an additional service inside the practice or new staff members will be hired?
• Diagnostic Workups: How the diagnostic workups will be handled and facilitated? In cases requiring laboratory tests is there a service provided to collect the samples from patients’ environment?
• Medical Records: How medical records will be handled? And who will be responsible for entering and keeping them?
• Medications: Will the practice offer an online pharmacy? And is a service provided to deliver medications?
• Workflow: How will team members collaborate to ensure a high-quality remote animal care service? And how will responsibilities be coordinated between each other?

3. Evaluating Service Providers

To ensure a professional service, it’s essential to select a provider that prioritizes the client experience and delivers high-quality service at a reasonable price.

Key Aspects in Selecting a Service Provider

When making this decision, it’s important to receive clear and transparent details regarding the following points:

• The platform’s full capabilities and associated costs
• Required technologies for both clients and the team
• Necessary equipment for the platform’s efficient operation
• Recommended internet speed for optimal performance
• Ability to handle multiple consultations simultaneously
• Level of support provided after integration
• Frequency of software updates
• Training needed for team members, including troubleshooting
• Safeguarding of medical records and client data
• Integration with the practice management system
• User experience and ease of payment methods
• Communication features (text messages, emails, video conferences, etc.)
• Accessibility across various devices (computers, smartphones, etc.)
• Ability to share images and handle radiographs and laboratory reports

4. Training of Team Members

Selecting the provider and integrating the service is just the beginning. The practice should implement a comprehensive training module for veterinarians and employees before launching the service. The training should cover the following key areas:

• Importance of The service: Training should emphasize the service’s value for clients and the practice, ensuring alignment with the practice’s vision.
• Role of The Staff: How they will contribute to achieving the desired goals.
• Staff Fears and Resistance: Should be handled and overcome to ensure they are fully prepared to meet clients’ perceptions.
• Backup Plans: Emergencies like power outages, internet issues, clients’ access problems, etc should be considered.
• Clients’ Education: Developing the approaches to inform clients about the new service and offering recommendations for an optimal veterinary telemedicine experience.
• Role play: Encouraging communication and talking about the new service to immerse different situations and contexts which in turn helps detect weak points and work to improve them.

5. Building a Marketing Strategy

Develop marketing strategies and plans to reach the target clients through social media platforms, blog posts, messages, the clinic app, etc.

Incorporating measurable key performance indicators while setting the marketing plan.

Read More: 9 Marketing Ideas For Veterinary Practice

6. Service Pricing

Veterinary telemedicine pricing should be subject to the following considerations:

Operational Considerations

• Number of staff members who provide the service (technicians, veterinarians, managers)
• The expected duration of each consultation
• Availability to run multiple consults simultaneously

  Financial Considerations

• Clients’ Perceptions and Budgets
• Market Demands and Conditions
• Staff Efforts and Time
• Service Expenses

7. Monitoring and Evaluation

Incorporating measurable key performance indicators before launching the service helps monitor and assess whether the service has met its goals. A sheet of KPIs should be shared monthly with the team to discuss strengths and weaknesses points.

Key Performance Indicators:

• Profitability: Through average transactions and usage reports.
• Client’s Satisfaction: Through anonymous client surveys.
• Staff Satisfaction: Through anonymous team member surveys.

Conclusion

Veterinary telemedicine offers a vital solution for clients in remote areas or with difficulties preventing their regular visits as well as pandemics and times of worldwide emergencies. Implementing a telemedicine service within the veterinary practice requires many steps and considerations to follow starting with the state’s regulations, choosing the perfect service provider to integrate the service, training the staff to ensure an optimal client experience and pricing the service regarding operational costs ending with evaluating the performance to ensure profitability and clients’ satisfaction.