Search

Your Client’s First Digital Veterinary Consultation: Before, During, and After



Telemedicine has exploded in the wake of COVID-19. It’s also allowed veterinary clinics to continue providing service, and clients overwhelmingly report positive experiences with digital consultations. We’re here to explain to vets how they can use telemedicine to keep their clinics going and their patients fully supported.


Even if you can’t meet every pet’s needs through a TeleTails session alone, digital platforms are essential to helping vets lessen their intense workloads and get paid for their time.


But maybe you’re not feeling confident about delivering care via a video call. We’ve all had a recent crash course in video conferencing (thanks, 2020!), and sometimes those calls don’t go as smoothly as we’d hope. As someone who truly believes in the power of telemedicine, I want vets and clients using TeleTails for the first time to have a positive experience. To help make that happen, I have a few simple rules for before, during, and after the call.


Set Up a Successful Call


Put your client at ease and bring the vibe of your office into the video consultation. If you wear a white coat in exam rooms, wear it during your TeleTails appointment. It reinforces the idea that this is closer to a house call than a phone call.


Try to conduct the video consultation in a quiet, well-lit space — it’s important that your client be able to clearly see your face. Also, use headphones with a mic if possible. It will ensure that you sound clean and crisp to your clients, and cut down on background noise that could create a distraction.


Using your phone or a tablet? Your arms will get tired if you have to hold it up for several sessions, so get something to create a stand for your phone — a tripod if you’re fancy, or a stack of books if you’re down to DIY.


Here’s a link to an affordable, easy-to-use tripod that I like to use for client calls.


Before the video consultation:


This may sound obvious, but make sure your staff communicates to your client that their pet must be present for the video consultation. As you’ve experienced, some pets are more rambunctious than others, and your client may have to make special arrangements to get them camera-ready.


Be sure that your client is ready to share specific information, like what medications their pet takes and their current diet. Having this information handy will make the call more efficient and help you to quickly address the problem.


During the video consultation: