Veterinary Telehealth: Getting the Whole Team Excited

Veterinary telehealth is not just for vets! Anipanion’s telehealth platform is an invaluable service that encompasses the entire team. Here are a few ways to integrate telehealth into your veterinary team, and what types of things each team member can contribute to your practice’s telehealth program.

Every team is different- some technicians may be able to provide more services than others, or some of the animal care team can provide ancillary services like training or environmental consults for pocket pets. Discover what your team is good at, and let them provide their expertise to your clients!

• Telehealth team leader
  • This can be a veterinarian, technician, or hospital manager
  • The telehealth team lead should be excited about telehealth and will champion the platform.
  • Shows team how Anipanion works
  • Educates team on how to enroll clients for Anipanion
  • Go to person for troubleshooting or offering new ideas and integrations
  • Provide continuing education opportunities about telehealth uses and service-rollout for the practice
  • Provides telehealth goals for the practice and helps monitor progress
    • Ex. Get >50% of new clients signed up for Anipanion in first 30 days
    • Ex. Schedule at least 3 telehealth sessions daily in 1st 30 days
    • Ex. Have each staff member complete 1 telehealth session in 1st week
• Veterinarian
  • Provide telemedicine services as VCPR permits:
    • Prescriptions and refills
    • Diagnosis
    • Recheck appointments
    • Behavior sessions
    • Chronic disease monitoring
    • QOL or end of life discussions
    • Grief counseling
    • Training sessions
    • Surgical rechecks
    • Educational sessions
    • Nutrition and diet coaching
    • Palliative/hospice care
    • Labork results
• Veterinary Technician
  • Provide general advice and triage:
    • Does a pet needs to be immediately, go to ER, wait until tomorrow, can set an appointment for a future date
    • Recheck appointments
    • Pre-surgical information and check-ins
    • Post-surgical info and check-ins
    • Drop-off or curbside communications
    • Facilitate prescriptions and refills
    • Labork results
    • New puppy/kitten info (101 classes)
    • More, depending on the skill level of your technician team
• Customer Service Team
  • Markets to and enrolls clients for Anipanion
  • Provide Anipanion tutorial
  • Provide example on how easy it is to use the Anipanion app
  • Collect client info
  • Schedule appointments, surgical procedures, drop-offs
  • Welcome to hospital meet and greet for new clients
  • Provide pet parents with hospital updates through virtual communication:
    • New policies
    • New services
    • New product
    • New staff members
    • New happenings in veterinary medicine
  • Send personalized pet messages
    • Birthdays
  • Send reminders
    • Exams
    • Labwork
    • Vaccinations
• Animal Care team (Boarding, grooming, daycare)
  • Schedule session with groomer and any new grooming client
    • Pet parent can discuss and share photos of specific cuts, styles, products with groomer personally
  • Schedule session with kennel manager or leader with any new boarder or doggie daycare member
    • Can show facility to pet parent
    • Can discuss what a daily schedule will look like for pet
    • Pet parent can provide specifics for the pet
      • Feeding
      • Bedding
      • Medical issues
      • Medications needed during stay
      • Any veterinary services needed during stay
• Managerial Staff
  • Can use telehealth platform to resolve client conflict
  • Meet and greet with new clients
  • Provide virtual hospital tours
  • Can send messages of appreciation to top clients

By switching over most regular communications to the Anipanion platform, the transcripts of chats can be recorded, you can save information easily into the medical record, pictures and videos can be shared and saved, and more. The interactions can be more convenient for clients than in-person appointments, team members can provide consultations or send messages from home or on flexible schedules, and you’ll strengthen your relationships with clients by providing them an easy, fast way to get a hold of your practice.