Streamlining virtual care: New medical intake and standard appointments

Telemedicine is constantly evolving, and Vetster is proud to lead the way through our commitment to innovation. Feedback from both our clients and veterinary community has been critical in developing thoughtful product updates that meet the needs of pet parents while helping veterinarians deliver top-quality virtual care to pets everywhere.

One common theme from pet parents has been frustration with variable pricing and unexpected fees when it comes to veterinary care. We introduced Vetster Plus to give subscribers more predictable costs, and now we’re taking the next step by moving to a clear, fixed pricing model for all pay-as-you-go appointments.

To deliver on this, we are introducing standardized 20-minute appointments across the platform, a single rate for one-time visits, and a fixed veterinarian payout rate for every appointment taken on the platform. We’re supporting this change with a new tool designed to reduce administrative burden: a mandatory pre-appointment medical intake form that ensures veterinarians have the information they need before each visit. This update sets a more predictable earning structure for practitioners and streamlines workflows, making it easier for veterinarians to focus on patient care while creating a consistent, transparent experience for clients.

Here’s what’s changing and how these updates strengthen the virtual care experience for both veterinarians and pet parents.

By moving to a consistent 20-minute appointment length, veterinarians will have the opportunity to see more clients within the same hour, increasing overall appointment availability and opening the door to greater earning potential.

Shorter, focused virtual consultations are well-aligned with the needs of most medical cases on Vetster, and many veterinarians have shared that the previous 30-minute appointment window was more time than is typically needed for a virtual consultation. With this streamlined structure, you can tailor your schedule more efficiently, support more pet parents, and maximize the value of your time.

Managing your calendar remains simple through the “Availability” tab on the Vetster dashboard, where you can continue to adjust your schedule, set minimum booking notice, and maintain flexibility while expanding access to care.

As we introduce a consistent 20-minute appointment model, ensuring veterinarians are fully equipped before each visit is essential. One of the most impactful updates we’re rolling out is a mandatory pre-appointment medical intake, a feature our veterinary community has been requesting and directly helped shape.

This intake is a smart, dynamically tailored experience that adjusts based on the pet parent's concern and the clinical context. Whether the appointment is related to dermatology, gastrointestinal issues, eyes, flea and tick or other common presentation, the intake captures the specific and relevant medical details needed to set veterinarians up for success.

By collecting accurate information up front including symptoms, duration, changes in behavior, medical history and other key factors, veterinarians can begin each consultation with a clear understanding of the case rather than spending a substantial amount of the appointment gathering basic details. This significantly improves efficiency, supports the 20-minute appointment model, and enables more focused, high-quality medical conversations. It should also help make post-appointment medical records more efficient, since much of the foundational information is gathered and structured before the consultation begins.

As Vetster evolves, we remain committed to delivering tools that improve workflows, strengthen the client experience, and empower veterinarians to provide exceptional care.

We understand that any change to appointment structure or compensation can raise questions, especially for veterinarians who have built strong virtual practices on Vetster. As we transition to standard appointments and fixed client pricing, here are answers to common questions.

Why remove the ability to set my own appointment fee?

Standardizing appointment prices helps promote transparency, which our client surveys consistently rank as one of the most influential factors when choosing a virtual care provider. We introduced Vetster Plus to offer subscribers more predictable costs and better ongoing support, but for those who choose to pay per appointment, pricing remains unpredictable.

Clear, predictable pricing reduces friction during booking, strengthens trust, and ultimately helps drive more appointments. This, in turn, improves access to care and pet well-being. By aligning around a consistent price point, we can optimize client experience, support universal expectations, and position every veterinarian to succeed within a more streamlined system.

I used to charge more. Will I earn less now?

Not necessarily. The majority of our veterinarians will not see negative earnings. If there’s ever a case where earnings are affected, we’re committed to working with you to minimize that impact.

Does fixed pricing limit my earning potential?

Fixed appointment pricing does not limit your earning potential because:

• We expect appointment volume to increase due to clearer client expectations and reduced shopping confusion.
• Twenty-minute appointments open the possibility of more bookings per day.
• Mandatory medical intake forms reduce administrative burden and support efficiency so you can focus on clinical work.

The goal is not to restrict your income, but to align earning potential with high-quality care and improved client access.

Why move to 20-minute appointments?

Most appointments currently conducted on Vetster fit comfortably within 20 minutes. Shorter, standardized intervals will:

• Increase appointment availability without compromising quality
• Help clients schedule more easily
• Create predictable workflows for veterinarians
• Allow flexibility for follow-up consultations
• Support the fast-paced, on-demand nature of virtual care

The new medical intake form will minimize administrative tasks, enabling you to be more efficient and focused on providing high-quality care.

What if a client’s concerns take longer than 20 minutes to address?

We understand that some cases require more time, and we want you to feel supported in taking the time you need. If an issue extends beyond the initial 20 minutes, the simplest next step is for the client to book an additional appointment so you can continue the conversation without feeling rushed. Many concerns are already well suited to short, focused visits, and for those that are not, additional time is always an option.

Will I still be able to manage my own schedule?

Absolutely. Veterinarians retain full control over:

• When they are available
• Minimum advance notice
• Days and times they wish to accept appointments
• How often they appear open for booking

The only change is to pricing and appointment length, not scheduling autonomy.

Is this change really in veterinarians’ best interest?

Yes. These updates were shaped directly by veterinarian feedback, data from thousands of appointments, and the success of our Vetster Plus subscription program. The majority of appointments today are booked through Vetster Plus, which supports veterinarians in building stronger digital practices through repeat visits and increased client loyalty.

In addition, standardized pricing and structured appointment intervals improve:

• Client trust and booking confidence
• Predictability for vets
• Workflow efficiency
• Fairness and clarity in compensation
• Opportunities for repeat visits and relationship-building
• Appointment volume across the platform

Ultimately, this system enhances long-term earning potential while maintaining high standards of virtual care.

Our standard appointments and advanced tools reflect Vetster’s commitment to evolving our platform to meet the needs of vets and clients while supporting the highest standard of care. And ongoing collaboration with our veterinary community is a key part of how we continue to transform the future of pet telemedicine.

Your dedication to providing exceptional care drives the universal goal of improved pet health and well-being. That’s why your feedback is so important. Help us make virtual pet care accessible to everyone. Share your ideas here on how we can continue to innovate our platform and support your digital practice.