Post appointment roles and responsibilities

On Vetster, the appointment doesn’t end when the video call ends. Completing your record, entering prescriptions, and supporting clients through fulfillment and follow-up are all part of delivering high-quality, compliant care.

This article clarifies what happens after an appointment, how Vetster’s support team assists you and your clients, and why timely collaboration matters.

In a traditional clinic, veterinarians and staff work side-by-side every day. Proximity naturally builds relationships and communication flow. Questions about prescriptions, follow-ups, or discharge instructions are answered in seconds at the treatment table or pharmacy counter. Everyone operates under the same roof and within the same legal jurisdiction, simplifying oversight and continuity.

Virtual care works differently. On Vetster, you collaborate remotely with clients, support team members, and fulfillment partners who may all be in different regions. You may not interact with the same people every day, and most coordination happens asynchronously rather than in real time.

That doesn’t mean relationships and trust aren’t part of the picture. It’s actually quite the opposite! Shared professionalism, consistent communication, and adherence to Vetster’s Standards for Virtual Care Appointments are what make trust possible at scale. Because we rely on documentation and messaging rather than hallway conversations, clear records and timely responses form the foundation of how we work together effectively.

Complete your DAP promptly

To comply with the Vetster Standards for Virtual Care Appointments, complete the Data–Assessment–Plan (DAP) section as soon as possible after the appointment.

• Be clear and actionable in the Plan.
• List all medications, products, and home-care instructions.
• Include what to monitor, when to follow up, and what to do if symptoms worsen.
• Avoid abbreviations or shorthand that clients may not understand. Your record guides both the client and the support team.

Enter prescriptions and recommendations in VetsterRx

Record all prescription medications, therapeutic diets, and OTC recommendations through VetsterRx, even if the client plans to fill elsewhere. Doing so:

• Automatically creates a prescription record linked to your DAP.
• Connects clients in the U.S. with in-app ordering and home delivery when selected through the search feature.
• Ensures manually entered prescriptions flow correctly through Vetster’s fulfillment workflows.

Double-check all entries for drug name, strength, dose, frequency, quantity, refills, and species. Accuracy prevents delays and minimizes the need for additional communication.

Need to send a prescription to a local pharmacy? Read our Tips for Working with Human Pharmacies for quick guidance on avoiding delays and ensuring clear communication.

The support team’s role

Vetster’s support team’s primary goal is to solve problems for clients, especially when prescription or fulfillment questions arise. Once you enter a prescription, the support team:

• Responds to pharmacy requests for clarification.
• Contacts you if additional information or approval is needed.
• Coordinates between you, the client, and the pharmacy regarding substitutions or availability.

The support team can assist by reviewing the record to confirm details, authorize refills with your approval, and relay information between you, the client, and the pharmacy, just as clinic staff would in person. They cannot make changes to prescriptions on your behalf, so clear, complete records help minimize clarification requests. Prompt responses to their messages keep fulfillment accurate, efficient, and seamless for clients.

The pharmacy’s role

The pharmacy reviews prescriptions for completeness and alignment with published resources and prepares orders for shipment. If an order can’t be filled as written, the pharmacy notifies the support team, who reaches out to you for clarification or authorization. Timely collaboration between you and the support team helps prevent frustration and ensures pets receive their medications without delay.

Enhance your client’s understanding and compliance by linking reliable educational resources in the Plan section of your DAP. Vetster’s own library of client education content is continually expanding, and you’re also welcome to include your favorite materials from other reputable veterinary sources such as professional associations, universities, or clinical partners. For example, you might link to a clear, evidence-based guide on how to give oral medications when prescribing tablets, or include an ear cleaning tutorial for otitis cases. These small additions demonstrate value, build trust, and help prevent post-visit confusion.

Use the Schedule Follow-Up feature to plan your client’s next check-in directly from the medical record. Setting a follow-up, such as a two-week recheck for a skin infection or a short progress update after starting new medication, takes only a few seconds and provides lasting value for both you and the client.

This simple step helps maintain continuity of care, reinforces your treatment plan, and encourages clients to stay engaged with their pet’s progress. It also streamlines communication by eliminating back-and-forth scheduling later. Follow-ups are one of the easiest ways to strengthen client relationships while supporting better clinical outcomes.

A short direct message (DM) a day or two after the appointment can make a lasting impression. For example:

“Hi Alex, just checking that Bella is taking her medication okay. Any questions so far?”

This small gesture shows empathy and professionalism, improving compliance and client satisfaction. Respond promptly to client DMs (ideally within 24 hours). If a question requires further medical input, guide the client to book a follow-up appointment. Responsiveness reflects positively on both you and the Vetster platform.

Providing excellent virtual care is a collaborative process that depends on clear communication and shared responsibility. As the veterinarian, your role is to create accurate records, develop thoughtful plans, and communicate promptly. The support team works alongside you to resolve client questions and coordinate fulfillment details, while the pharmacy ensures prescriptions are processed accurately and delivered efficiently. Together, these coordinated efforts uphold Vetster’s standards and deliver the seamless, professional experience pet owners expect.

Access more tips and helpful guides on how to navigate the Vetster platform and make the most of your experience in our community of veterinarians.