<img alt="" src="https://secure.plan2twin.com/219004.png" style="display:none;">

Veterinary telemedicine: Understanding its misconceptions and benefits

Dr. Crista Wallis, an exotics veterinarian and virtual care consultant based in Kansas, once decided to spend an entire month practicing veterinary medicine remotely from Florida.

While she consulted remotely with clients, her trusted technician performed hands-on assessments, ran diagnostics, and dispensed medications per her orders. They used a well-thought-out communication protocol and tools like a digital stethoscope to transmit accurate data from the clinic to Dr. Wallis.

To most veterinarians, this sounds impossible. For Dr. Wallis, it was a resounding success. Before embarking on her adventure, Dr. Wallis surveyed the hospital’s clientele to gauge interest and ensured her technician was on board. Together, they considered all the possible clinical scenarios and how they would be handled. Plus, Dr. Wallis was a seasoned veterinary telemedicine veteran. All her planning and practice paid off.

"It was a complete success. We had our highest grossing month, and we got only positive feedback from our clients who used it,” she said. 

Dr. Wallis was incorporating telemedicine into practice long before the pandemic. She feels strongly that telemedicine benefits everyone – veterinarians, veterinary teams, clients, and pets. Articles across the internet tout its increased access to care. So, why haven’t more hospitals adopted the technology?

What happened to veterinary telemedicine?

Telemedicine has been a topic of interest in veterinary medicine for many years, but the COVID-19 pandemic rapidly accelerated its development and adoption. However, rather than recognizing its benefits and continuing to use telemedicine, many practices and clients eagerly resumed normal face-to-face operations and gradually abandoned the virtual platforms. 

However, many practices don’t realize that they are using telemedicine. Any virtual care carried out in the context of a veterinarian-client-patient-relationship (VCPR) can be considered telemedicine, including the phone, email, and text advice veterinarians already give their existing clients daily. Each time you answer a question or review a photo, telemedicine is at play.

How are veterinary practices using telemedicine?

Most veterinary professionals hear “telemedicine” or “telehealth” and assume they refer to care delivered via live video conferencing. However, Dr. Wallis points out that she and most of her consulting clients don’t use scheduled video chats. Instead, they deliver most of their telehealth services via asynchronous communications, such as text or instant messaging, using a dedicated telehealth platform. Clients send questions, photos, or videos for the veterinarian’s review and receive a reply when the vet is available.

With the asynchronous nature of this kind of telemedicine, Dr. Wallis can fit consultations seamlessly into her day, since most communications can be resolved in five to seven minutes. Using the app, she can charge for her time, give clients her direct line for a nominal fee, and set appropriate hours and boundaries. 

"We're using telemedicine as a tool to follow through on our care, so clients have better access.”

— Dr. Crista Wallis, DVM

Dr. Wallis advocates for a hybrid practice approach that uses a mixture of telemedicine and in-person visits for her patients. She may initially evaluate a health concern remotely, prescribe a treatment, and then ask the client to follow up in person, or vice versa. Although some conditions aren’t amenable to remote care, she uses her years of experience as a licensed vet and her best judgment to determine which patients she can or cannot treat via telemedicine on a case-by-case basis.

“Those who don't practice it feel like we're saying you either have to diagnose and treat online, or they have to come in. And, that's just not the case. That's not how we're using this. We're using [telemedicine] as a tool to follow through on our care, so clients have better access,” said Dr. Wallis about her approach to incorporating virtual care in daily practice.

Why aren't more veterinarians using telehealth services?

Many veterinarians avoid telemedicine because of concerns about the legality of a remotely established VCPR. In the US, the AVMA has taken a hard stance on the issue, but regulations exist on the state – not federal – level. Veterinarians must adhere to their state’s practice act laws, many of which have not been reassessed for several decades.

Some practice acts specify that a pet must be seen in person to establish a VCPR, but most do not – they simply lay out requirements, most of which telemedicine can meet. However, veterinarians practicing telemedicine must ensure access to any necessary in-person follow-up care. If they aren’t immediately accessible or are in partnership with another local vet, they must limit their services to advice or triage only, and can’t diagnose or treat remotely.

“I have established a VCPR online during emergencies, and it worked well. But most of what I do is have an online and in-person relationship with clients and their pets. I've been doing this for a very long time, so what I feel comfortable doing online will be very different from a new vet who just graduated and has zero experience, and that's perfectly fine. I always tell people when we talk about the laws and regulations, ‘Don't change the way you practice medicine. Just change the way you communicate it,’” Dr. Wallis said.

Dr. Wallis also notes that experienced veterinarians are fully capable of determining which cases can be handled online and which require in-person visits. In her eyes, therefore, the current debate over VCPR is less important. Years of experience allow her to make judgment calls with confidence. "There are only two things I can't do online. I can't listen to the heart or lungs, and I can't palpate the animal," she said. Beyond those limitations, telemedicine offers a wide range of possibilities.

"Don't change the way you practice medicine. Just change the way you communicate it."

— Crista Wallis, DVM

Veterinary telemedicine benefits

Aside from increasing access to care, Dr. Wallis said that several unexpected benefits arose after she started using telemedicine regularly. First, she noted increased compliance from her clients, who seemed more likely to follow her recommendations after reviewing a text, email, or video than if she spoke with them on the phone. “If I recommend something virtually, clients tend to respond at a higher rate than if I did it over the phone or via email,” she marveled.

She also saw increased visits, from seeing pets once or twice a year to five or six times, including virtual and in-person visits. More frequent check-ins translate to stronger relationships, healthier pets, and more practice revenue – especially since using telemedicine allows for charge capture that most other hospitals miss. 

Summing up the benefits, Dr. Wallis said, “With virtual care, I probably talk to clients or have consults with them five to six times a year, because the access to care is so much easier. So, I'm actually generating more revenue per client, because I'm seeing them more often, and that’s better medicine.”

Key takeaways

  • Telemedicine isn’t limited to video conference calls. Most telemedicine consultations are conducted via asynchronous messaging through paid telemedicine applications. 

  • Rules and regulations regarding VCPRs vary by state, but most require veterinarians who practice telemedicine to establish a means for follow-up care. When no follow-up care is in place, teletriage is permitted without a diagnosis or treatment.

  • A hybrid care model that blends in-person and telehealth visits is ideal. This model improves access to care, encourages more visits per client, and strengthens client relationships.



Ready to explore cloud-based solutions for telemedicine?

Cloud-based software allows veterinarians to access client information and patient records from home or on the go, helping to facilitate telemedicine consultations. With endless integration possibilities, Provet Cloud subscribers can choose a telemedicine platform that works for them.

Schedule a demo to learn how our cloud-based solutions can work for you.

Author

Provet Cloud