Is your veterinary practice one of the estimated 32% that use some form of virtual care? If you joined the crowd due to the COVID-19 pandemic, you\u2019re not alone \u2014 telehealth platform use skyrocketed once social distancing arrived and clinics scrambled to take care of pets while keeping their owners six feet away. But maybe, like the other 68%, you\u2019re not quite sure whether telehealth is right for you. Or maybe you had a platform that didn\u2019t work as you had hoped.<\/p>\n
Before COVID, the veterinary response to the idea of telehealth was, to put it mildly, chilly. Discussions of how telemedicine might fit into a veterinarian\u2019s daily routine were practically nonexistent outside of a handful of clinics braving uncharted waters. During COVID, practitioners didn\u2019t descend en masse to telemedicine service websites because they suddenly saw the light; they did it because they thought they had to. In the first days after COVID shutdowns began, telemedicine platform providers were bombarded with requests from frantic practice owners.<\/p>\n
Skipping the customary slow dissection that most veterinarians perform before they dive into new technology, and overwhelmed with the sudden tidal wave of choices, many clinics chose a platform without fully considering how they intended to use it. With little guidance as to the choices and nuances, many decision-makers had no idea which questions to ask when they were evaluating options.<\/p>\n
Several months in, clinics are beginning to see the results. What components do they use the most, what worked out well and what could they do without? Several patterns have emerged.<\/p>\n
So, with that in mind, I set out to update the ever-expanding list of telehealth services. The directory can be downloaded below. I also want to provide guidance for selecting the best platform for your needs.<\/p>\n
It\u2019s easy to fall into the analysis paralysis category when you see a list of three dozen service providers and platform solutions in front of you, especially when you\u2019re overwhelmed with everything going on at your busy clinic. The best way to get started is to understand what you\u2019re trying to accomplish.<\/p>\n
Ask yourself these questions to get a sense of where you are now and where you\u2019d like to be in six months.<\/p>\n
The list has three categories:<\/p>\n
Assuming you want a telemedicine platform, the next question to ask is, which features are important? Rank them to help you figure out which providers best fit the bill. Do you want an all-in-one provider and all the bells and whistles, or are you looking for something more streamlined that serves one or two key needs?<\/p>\n
Among the five key features to consider are:<\/p>\n
1. Live video:<\/strong> While many veterinarians assume live video is the most important element of a telemedicine platform, many clients prefer messaging or live chat rather than a face-to-face discussion. One exception is when you want to use live video to connect a pet owner into the exam room during a curbside appointment. In those cases, live video might be the preferred means of communication. Live video is prone to dropped signals due to poor connectivity, which can be a frustrating user experience.<\/p>\n 2. Two-way messaging:<\/strong> Messaging can take place in real time (live chat) or in a saved format like text messaging or email (asynchronous communication). Both are well-received by clients and staff members and can ease the burden on your customer service representatives and phone lines. Asynchronous communication allows staff to quickly answer questions at convenient moments rather than having to schedule calls or live video visits. Two-way messaging is an excellent way for trained staff to triage questions such as \u201cDo I need to come in today?\u201d Some platforms allow clients to send photos and videos ahead of a visit. Many clinicians find this useful when patients experience intermittent symptoms, such as reverse sneezing, that the client has difficulty explaining.<\/p>\n 3. PMS integration:<\/strong> A few providers use cloud-based practice management software with an integrated live video option. If you don\u2019t need new practice management software, you can cross off those providers from the get-go. If you want a platform that integrates directly into your PMS, look for one compatible with your needs. Services that don\u2019t offer PMS integration usually provide a PDF file that can be uploaded directly into the patient record. While this is an extra step, some clinics find it easier and less prone to hiccups than relying on a platform that might need occasional software updates.\u00a0I advise asking another clinic about its experience with the platform.<\/p>\n 4. Pricing:<\/strong> The list doesn\u2019t show prices because a lot of the cost depends on the options you choose. Rather than me complicating matters by listing all the variables, keep in mind that pricing tends to fall into two broad categories:<\/p>\n