{"id":77548,"date":"2025-04-01T00:00:25","date_gmt":"2025-04-01T04:00:25","guid":{"rendered":"https:\/\/todaysveterinarybusiness.com\/?p=77548"},"modified":"2025-03-20T17:33:18","modified_gmt":"2025-03-20T21:33:18","slug":"telemedicine-opening-shots-0425","status":"publish","type":"post","link":"https:\/\/navc.sitepreview.app\/todaysveterinarybusiness.com\/telemedicine-opening-shots-0425\/","title":{"rendered":"Q&A: Telemedicine Appointments and Practice Manager Pay"},"content":{"rendered":"

Q: We have a newish doctor who wanted more flexibility with her kids, so we started offering telemedicine appointments for our established clients. The issue is that a longtime client sent me a screenshot of the veterinarian in a sweatshirt and messy ponytail, and I could see an unmade bed and clutter in the background. The client was disappointed and asked for a discount. Should I say something to the doctor or see if it happens again?<\/strong><\/p>\n

A: I applaud your practice for embracing telemedicine. It\u2019s a powerful tool that can enhance client convenience, improve patient care and offer your team much-needed flexibility. The fact that you\u2019re adapting to the evolving needs of your staff \u2014 like accommodating a doctor\u2019s desire for a work-life balance \u2014 is a testament to your leadership. Growing pains come with any innovation, and in this case, the pain point is professionalism \u2014 or the perceived lack thereof.<\/p>\n

Your description is a classic example of how good intentions can go awry. While telemedicine offers flexibility, it doesn\u2019t exempt us from maintaining the same level of professionalism that clients expect during in-person visits.<\/p>\n

Let\u2019s examine this further.<\/p>\n

Over two decades ago, I wrote about the importance of professional appearance in veterinary medicine. Back then, it sparked heated debates. Some argued that a veterinarian\u2019s skills and knowledge were all that mattered, while others (myself included) maintained that how we present ourselves significantly influences client trust and perceptions. Fast-forward to today, and the same principles apply, even in the virtual world.<\/p>\n

When clients log into a telemedicine appointment, they evaluate the doctor\u2019s medical expertise and the experience. A messy background or overly casual attire can unintentionally signal disorganization, disinterest or a lack of respect for the client\u2019s time. In your case, the client\u2019s request for a discount speaks volumes.<\/p>\n

On one hand, telemedicine allows veterinarians to work from home, providing the flexibility that can improve job satisfaction and retention. On the other hand, it requires us to adapt our professionalism to a new medium<\/a>. This means paying attention to details we might not consider in the clinic, such as lighting, background, attire and a reliable internet connection.<\/p>\n

Your new doctor\u2019s desire for flexibility is valid, but it shouldn\u2019t compromise the client experience. The good news is that this is an easy fix.<\/p>\n

Yes, you must say something to her. But how you approach the conversation is critical. Start by acknowledging her value to the team and the importance of her work-life balance. Then, gently explain that telemedicine appointments are an extension of your practice\u2019s brand and reputation.<\/p>\n

Offer practical solutions like these:<\/p>\n