In-Home Veterinary Care

How mobile veterinary services can take the stress out of veterinary appointments for pets, clients, and clinicians.

Caren Carney, DVM, gets it. Over the years she has talked to many people who stated that their pet was long overdue to see a veterinarian for care (or has never been) due to how stressful it was to get the pet to the office, how logistically challenging it was for the owner to get there, or how it was hard to make it a priority for a seemingly healthy pet in a household busy with other priorities.

She worked as a locum veterinarian for several years, so her schedule was ever changing. “Seeing friends’ and families’ pets was challenging for me, and even getting my own pets care completed was difficult,” she said. All these factors led to the development of Vets Off Leash, an Alpharetta, Georgia-based mobile veterinary services provider.

The concept for Vets Off Leash was simple – go where the family is. Oftentimes, the car ride to the veterinarian, a noisy waiting room, strange sounds and smells and machines – all these things can make the traditional office visit unpleasant, stressful, and even fearful for pets. But when the appointment occurs in the owner’s home, veterinarians can remove many of those factors so that it’s a more positive experience for both the pet and the owner. In addition, a lot of pet owners have multi-pet families, busy schedules with children – and just taking the time off to transport the pet to the appointment can be difficult.

“We also see a lot of elderly and disabled clients that don’t or can’t drive, and getting their pet to a traditional office for routine vet care means they have to rely on someone else to help get to the appointment,” Dr. Carney said. “By offering mobile veterinary services, those clients have easier access to quality veterinary care for their pet again.”

Mobile veterinary services is a growing field with many small, independently-owned businesses. Based on various industry reports, there are likely thousands of mobile veterinary services operating across the country. Mobile veterinary practices are increasingly popular due to their convenience for pet owners and the ability to provide care in the comfort of the pet’s home.

According to a 2020 survey by the American Veterinary Medical Association (AVMA), around 5% of veterinarians reported operating a mobile practice. The number is also likely to increase as demand for in-home care grows, particularly for routine check-ups, vaccinations, and end-of-life care.

Established in 2021, The Vets, a mobile vet service, has expanded to more than 20 U.S. markets, including Chicago, Denver, Dallas, Orlando and Boston.

Jonathan Sagis, CFO of The Vets, said mobile vet visits offer a variety of benefits, including:

• Reduced stress for pets: pets remain in the comfort of their home, eliminating the anxiety of travel and unfamiliar clinic environments.
• Convenience for owners: no need to schedule time to commute or manage busy waiting rooms. Can easily book multiple pets.
• Improved health outcomes: pets are more relaxed, which can lead to more accurate assessments and a better overall experience.

“Pets may feel anxiety from being transported, being in unfamiliar environments, or being around other animals or loud noises in a clinic setting. Pet owners, in turn, often experience stress from scheduling challenges, traffic, and seeing their pets distressed,” he said. “Busy waiting rooms can also exacerbate the stress for both parties.”

Dr. Carney agrees. Indeed, one of the biggest benefits of providing veterinary care at the client’s home is the relaxing environment of an exam there, versus at a strange office, plus/minus a stressful car ride, she said. “Less stress at the time of the appointment can have both a medical benefit as well as a behavioral.”

For example, a shy or fearful dog that gets stressed just from the car ride might have a higher blood glucose reading in their annual lab work, versus if that same sample had been taken in the relaxing environment of their home. For pets that have some fear aggression when at the veterinary office, they can sometimes react more positively at home for their visit, especially with the addition of a pre-visit sedative, which can lead to building a bond of trust for future appointments.

“As we book hour-long initial appointments, we can really get to know the pet, the owner and see firsthand the environment which can sometimes lead to additional recommendations for things we would not have been aware of otherwise,” Dr. Carney said.

What a visit looks like

Appointments for Vets Off Leash begin with a client calling, emailing, or scheduling via a website pet portal. Once the request is received, a Vets Off Leash team member checks the schedule to confirm details (time, date, type of appointment, and most important – area they are located in.)

Vets Off Leash has an LVT practice manager, and the visiting doctor always has one veterinary assistant present at all visits. Additional off-site office support staff handle the phone calls, paperwork, etc.

“As a mobile service, drive time between appointments is something that must be factored into each appointment so that we are being efficient with our time each day and can see as many pets as possible,” Dr. Carney said. “Upon arrival, our veterinarian will perform the exam and any other services in the client’s home and make any recommendations as needed. Each client receives a detailed discharge summary after the visit with notes and recommendations from the veterinarian, and if a follow-up appointment is needed, our team can schedule the appointment on the spot, or our office team can follow up with the client in a few days. We utilize as many of the technology tools available to us that are found in a traditional clinic setting.”

The Vets Off Leash custom van is built out to include a mini-treatment room and pharmacy. Veterinarians have many tools that they transport with – ultrasound, blood pressure monitor, microscope, centrifuge, etc. They carry a pharmacy of the most commonly prescribed drugs with them on the van, which they can fill and dispense curbside. If they don’t have a medication with them, it can be ordered through their online pharmacy.

“We have an exam table and can perform exams, blood draws, etc. if needed in our van,” Dr. Carney said. “We have things like running water, a refrigerator, and computer equipment all onboard. If there is a service we can’t provide, we refer our clients to a traditional brick and mortar animal hospital. We can assist the owners in getting to those appointment by providing pre-visit anti-anxiety medications if needed.”

The Vets offer a comprehensive range of at-home pet care services, including sick visits, wellness exams, vaccinations, microchipping, home lab testing and nutrition advice. Client appointments typically follow six steps.

Step 1 – Scheduling: The process begins with booking an appointment, either online or over the phone. Pet owners provide details about their pet’s needs.

Step 2 – Confirmation: A confirmation message is sent with the date, time, and what to expect.

Step 3 – Initial phone assessment: Staff reach out to learn more about the pet and the reason for a visit to tailor the visit plan to specific needs.

Step 4 – The visit: On the day of the visit, the mobile vet team arrives equipped with everything needed for the appointment.

The team performs a physical exam and any necessary diagnostics or treatments within the client’s home.

Step 5 – Recommendations and follow-up: At the end of the visit, the vet provides recommendations for care, prescriptions if needed, and clear instructions.

Step 6 – Post-visit communication: Clients receive a follow-up message or report summarizing the visit, along with any reminders for future appointments or treatments.

Sagis said The Vets mobile vet services are equipped with portable diagnostic tools, medications, and supplies, allowing for many of the same services offered in a traditional clinic. The one-on-one attention in a familiar environment allows for more thorough assessments. “Our vets and technicians are trained to provide high-quality care efficiently in home settings,” he said. “For cases requiring advanced diagnostics or surgery, referrals to specialty clinics or hospitals can be made.”

The Vets also utilizes a wellness membership plan that is designed to make preventive care more accessible and affordable, and helps ensure that pets receive regular preventive care to maintain their health. The Total Wellness membership offers pet parents what the company calls an “all-encompassing solution,” with included services that range from wellness exams and vaccinations to expert tele-advice – all delivered in the comfort of home. The Vets offers a plan for adult pets and another for puppies and kittens. Each plan includes full medical exams, a complete suite of core and lifestyle vaccinations, comprehensive lab work, and a one-year supply of monthly preventative medications. Members can also access expert tele-advice and receive guaranteed priority appointments for home visits within 48 hours, ensuring their pet’s well-being is always a top priority.

Pet owners can spread the cost of their pet’s annual care into convenient monthly payments of $99/month per pet, a savings of over $870 per year depending on the plan selected. With all of its services, The Vets has its pricing structure easily accessible on its website for clients to review. Sagis said this price transparency builds trust and ensures pet owners are confident in their decision to seek care.

“It aligns expectations and eliminates surprise bills, helping clients plan accordingly,” Sagis said. “By being upfront about costs, The Vets aims to foster long-term relationships with clients.”

A healthier work environment

Dr. Carney said the mobile services model is not only beneficial to clients and pets, but the clinicians delivering the care as well. “We have a small, close staff that all get along well. Our service is lower volume than a traditional Animal Hospital and we don’t work nights or weekends. For myself and our other veterinarians that gives us the opportunity to develop a stronger bond with our clients and patients by spending more time in their environment really getting to know them. Overall, it’s to me at least, much less stressful, and less chaotic. We have the best clients, as they are so grateful for this service.”

For veterinarians, Sagis said the mobile model offers improved work-life balance by eliminating the hectic pace of traditional clinics. “Mobile care also allows for more meaningful interactions with patients and owners.”

And veterinary technicians play a vital role in mobile services, assisting with exams, diagnostics, and client education. “They enjoy a supportive and dynamic work environment,” Sagis said. “The overall approach prioritizes professional well-being while maintaining high-quality care for pets.”

On-the-go growth

Since its establishment in 2021, The Vets has provided care for more than 100,000 pets, despite no physical location or signage to drive by. Pet owners typically find out about The Vets services via:

• Online presence: A user-friendly website and active social media profiles.
• Search engines: Local SEO optimization ensures they appear in relevant searches.
• Referrals: Positive word of mouth from satisfied clients and partnerships with local pet-related businesses.
• Community outreach: Attendance at local pet events and collaborations

Dr. Carney said Vets Off Leash has grown its clientele through word-of-mouth referrals. “Word of mouth is still one of the best referral options available and we always hope that if a client has a positive experience with us, that they will pass along our information to their fellow pet parents!” she said. “We also advertise on social media, Google, through our website.”

A different path

A study published in the Journal of the American Veterinary Medical Association (JAVMA) in February 2024 investigated the experiences and motivations of veterinarians working in relief and mobile practices. According to the article “Relief and mobile veterinary careers may offer a path towards improved quality of life,” 91% of relief veterinarians and 78% of mobile veterinarians expressed satisfaction with managing their work schedules, indicating that these career paths offer greater flexibility compared to traditional clinic settings. Approximately 84% of mobile veterinarians and 87% of relief veterinarians felt they had sufficient time for family responsibilities, suggesting that these roles support a healthier work-life integration.

Source: “Relief and mobile veterinary careers may offer a path towards improved quality of life” https://avmajournals.avma.org/view/journals/javma/262/2/javma.23.07.0422.xml

Photo credits: istockphoto.com/hobo_018 istockphoto.com/diego_cervo