Rolling Out TeleTails
You’ve seen the light and decided to incorporate telemedicine into your practice. What happens now? We’ll walk you through each step.
This system works best when the entire team is involved, so, before you go live, everyone must know what their role will be and what to expect. Developing a draft protocol/SOP can help with this. Clearly, details may change once you start using the system and see how things are flowing. Don’t worry that when you start you are opening flood gates and will get overwhelmed before you are ready. It takes a bit for all your clients to learn about the system and begin adopting it. By the time they are all on board, you’ll be cruising.
Virtual care is not going to be appropriate for all cases. We believe the cornerstone of veterinary care should and will come from in-office visits. Telemedicine is a tool to augment the great care you are already offering. Here are some cases where digital care could really help:
Chronic Case Management
Coughing, Sneezing, URI Signs
Diabetic Care and Management
External Parasites (fleas, ticks, mites)
Gastrointestinal Upsets, Intestinal Parasitism
Hospice Care, QOL
Limited Mobility patients and clients
Medication Refills and Questions
Stress/anxious Patient Evaluation
Teaching your clients about the system is everyone’s job, including yours. The front desk will do lots of the heavy lifting, but you have some great opportunities during your appointments. When you have new clients or when current clients add new pets, you can set up expectations for client communication within the system. These users become some of the best users throughout the lifetime of their pet!
One of the best ways to get clients comfortable with the system is to set them up for their recheck exam digitally. During the initial appointment, you can explain how the digital follow up will work, get them all set on the system, and scheduled before they leave the hospital. Surgery rechecks are perfect for this. When your client has a quick, easy, and successful first virtual consultations, they are going to think digital next time an issue comes up.