Vetster standards for virtual care appointments

At Vetster, your success is our priority. We provide integrated tools, responsive support, and targeted marketing designed to connect you with pet parents, streamline your workflow, and empower you to deliver care efficiently and confidently.

Pet parents see their appointments as part of the overall Vetster Experience, which means every consultation is an opportunity to showcase our shared commitment to high-quality virtual care. This article highlights the key standards for accepting and conducting appointments on the platform and shows how we partner with you to uphold them to ensure a consistent, positive experience for every client and patient.

Timely acceptance and confirmation of your appointments isn't just a policy; it directly impacts your success on the platform. When you don't confirm promptly, it can create a negative experience for pet parents and erode their confidence in the platform. This hurts everyone and can negatively affect your account status, even if you stay within the monthly limits (more on this below).

Think of your Vetster calendar as a reflection of your availability and commitment to clients. To make it work best for you, set a minimum booking notice that fits your schedule and ensures you can reliably see the clients who book with you. You’ll also want to stay on top of your text and email notifications so nothing slips through.

With Vetster’s flexible scheduling features, you’re in control of when you’re available. Appointments should only need to be declined in rare, extenuating circumstances. Even if the client has requested something that makes you feel you cannot help or that leads you to think you cannot provide value, by getting on a call you're allowing for a discussion to take place and an opportunity to explore the matter further. For example, a client may request help for a dog experiencing labored breathing. While this indicates a need for urgent in-person evaluation, the virtual appointment still gives you the chance to emphasize the seriousness of the signs, explain what to expect at the emergency clinic, and prepare the owner to share key details with the in-person team. In this way, the appointment supports the pet’s care and strengthens client trust even when hands-on intervention is required.

Confirming appointments promptly is a simple but powerful habit. It keeps scheduling efficient, reduces no-shows, and reassures clients that their appointment is set. It also builds confidence in virtual care and increases the likelihood that clients will return to you in the future.

To maintain fairness and reliability for pet owners, Vetster has monthly limits in place for missed or declined appointments:

• Non-confirms (when no action is taken on a booking): no more than 1 per month
• Declines: no more than 4 per month, or fewer if the percentage is deemed high (e.g. you had 4 bookings and declined 2, for a rate of 50%)
• No-shows (when you miss or arrive too late for a confirmed appointment): no more than 1 per month

These limits may be adjusted at any time without prior notice. Since missed and declined bookings create a negative experience for pet parents and reduce their confidence in the platform, they have a negative impact on your account status, even if within the permissible limits.

All veterinary professionals using the platform are expected to check and respond to Vetster notifications in a timely manner. Select ‘Notifications’ from your account dashboard to see them all in one place. When your calendar shows you as available, you are expected to promptly read and respond to all newly posted and incoming email or SMS (text) notifications about appointments. Please mark incoming emails from Vetster as ‘safe’ so they don’t end up in your spam folder. In addition, it is important to reply to messages from the Vetster Support Team as quickly as possible so we can resolve client and pharmacy issues without delay.

If our Support Team needs clarification regarding a prescription or next steps and we aren’t able to connect with you, we may occasionally need to transfer the appointment to another veterinarian so the pet parent can get timely support. While this may mean the payout is adjusted to reflect the portion of the service completed, please know that we’ll always make every effort to reach you first. Our goal is to ensure pets and their families receive seamless care while also keeping things fair across our veterinary team.

Prior to your appointment, review any relevant information from the client’s previous Vetster appointments, as well as any files the client may have uploaded in advance. If you have specific questions or require your client to share files/photos with you prior to the appointment, please reach out to support@vetster.com with your appointment time and Reference ID, and make a request for the client to add this information. Our support team will do their best to get this information added prior to the meeting, so you may review and prepare. Use the integrated platform tools to test your devices ahead of the call time and ensure you have adequate battery power, a stable internet connection, and are able to start the call on time.

Every Vetster appointment is an opportunity to show clients that virtual care can be just as professional, attentive, and trustworthy as an in-person visit, or perhaps even better! That means logging in from a quiet, private location, keeping your camera on, and presenting yourself in a way that reflects the standards of the profession. Using a Vetster virtual background when needed helps maintain a clean, consistent look that supports confidence in you, our platform, and telehealth in general.

When clients see that you are fully present because you’re looking at them, listening without distraction, and creating a professional setting, it reassures them that their pet is in capable hands. That confidence makes them more likely to trust your recommendations, follow your treatment plans, and return for future care. In turn, stronger compliance leads to better outcomes for patients and helps establish Vetster as a leader in safe, effective telehealth.

Please do not take appointments while driving or multitasking. Your focus and presence are essential not only for safety but also for demonstrating the quality and reliability that keeps clients engaged and invested in virtual care.

Showing up on time is one of the simplest but most powerful ways to set the tone for a great Vetster appointment. Logging in promptly demonstrates respect for your client’s time, gives you the full window to provide thorough care, and ensures pets get the attention they need without delay. Punctuality also builds trust in our platform and strengthens confidence in veterinary telehealth as a whole.

To make it easy, you can join the virtual waiting room up to 10 minutes early so you’re ready to start on time. If you anticipate being delayed, notify support right away so we can update the client and protect their experience. Remember, if you do not join within 5 minutes of the scheduled start, the client may end the call and the booking will not be eligible for payment.

When you maximize the full appointment time, you’re able to deliver the complete Vetster experience: taking a thorough history, reviewing records, performing a visual assessment, forming and documenting a clinical impression, educating the client, and outlining clear next steps. Even if in-person care is ultimately recommended, providing this complete virtual care experience demonstrates value, builds client trust, and supports the best possible patient outcomes.

In rare, urgent situations where immediate in-person care is needed, it’s appropriate to end the visit early, but always give clear safety instructions, document your recommendation, and notify support. This protects the client, safeguards the patient, and upholds the standard of safe, high-quality care that defines Vetster.

Read more here for additional guidance on completing value-focused telehealth appointments.

Your face must be visible in your Vetster profile picture. Avoid blurry selfies and surgical masks, and please know that AI generated photos or stock images are not permissible. This isn’t just about presenting a professional image; it’s also an important security measure. A clear, accurate photo helps reassure clients that they are speaking with the licensed professional they booked with. Just as riders check the photo of their driver in a ride-sharing app, pet owners rely on this visual confirmation to feel confident and safe in their virtual care experience.

On Vetster, your medical record is more than just a chart. It’s one of the most important ways you deliver value to clients. Unlike in a traditional clinic, where notes may primarily serve as internal documentation, here your records double as a client communication tool. They capture your clinical reasoning in clear, client-friendly language, help pet owners understand and follow your recommendations, and ensure continuity of care if in-person follow-up is needed. A well-crafted record reflects the same, if not higher, standard of professionalism clients expect from an in-clinic visit, reinforcing the credibility of both you and the Vetster platform. By approaching records this way, you set yourself up for success, strengthen client trust, and contribute to better patient outcomes.

Complete your appointment medical records within 24 hours of finishing the video appointment (the sooner the better). Be sure to include your scripts (if any), and follow-up booking requests (if needed). Vetster provides a streamlined process for completing the appointment record using our data, assessment, plan template (DAP), ensuring that records are thorough, accurate, well-organized, and compliant.

• Data: Obtain a complete history (presenting problem, past health, medications, lifestyle, etc.) and document objective video exam findings, noting normal and abnormal observations across systems.
• Assessment: Provide a clear assessment of the patient’s status. List differentials or a definitive diagnosis when appropriate.
• Plan: Build a client‑friendly action plan: treatment recommendations, prescriptions, follow‑up instructions, and criteria for seeking in‑person care. Use everyday language and context to ensure pet owners understand and can act on your guidance.

Learn more about creating medical records that comply with Vetster’s standards in this blog post.

Legally, most state practice acts require medical records only once a VCPR is established and you are diagnosing, prescribing, or treating. Vetster, however, requires a complete record for every appointment, including general advice consultations, to demonstrate the value and professionalism of the service provided as well as ensure consistency and transparency. Documentation also protects you: if a regulator reviews the appointment, your notes can be used to demonstrate that no VCPR was established and no regulated services occurred. Creating a full DAP entry is both a risk management best practice and part of providing a professional client experience.

Use VetsterRx to enter prescription information and recommendations for OTC items and diets. While clinical decisions remain entirely at the discretion of the prescribing veterinarian, we require that:

• Prescription information is entered precisely and verified for accuracy.
• All details needed for regulatory compliance are included.
• Clear client instructions are provided to support safe use at home.

Accurate prescribing is critical for patient safety, client confidence, and efficient workflows. Vetster monitors prescription accuracy closely, and patterns of error may result in corrective action, including withheld payment or account suspension. By ensuring prescriptions are complete and correct the first time, veterinarians help safeguard pets, support clients, and reduce follow-ups or interruptions for themselves.

Following an appointment, pet owners have a 48-hour window to send direct messages to their veterinarian through the Vetster platform. These messages allow clients to clarify any misunderstandings, ask questions they may have forgotten during the appointment, or get guidance about medications, behavior, or other immediate concerns. Veterinarians can use the feature anytime and reopen the 48-hour window.

Veterinarians on Vetster are required to:

• Respond within 24 hours to all client messages
• Ensure responses are professional, courteous, and clinically appropriate
• Escalate to Vetster Support if a message is inappropriate or if you need guidance on how to respond.

Please respond to client messages in a professional and timely manner. You are not expected to provide complete workups or detailed solutions through messaging alone. When a client’s questions become numerous, highly detailed, or go beyond what can reasonably be addressed via messaging, kindly let them know that a follow-up appointment is the best way to ensure their pet receives safe and thorough care. Briefly explain why a visit is needed, what will be covered, and how to book, so expectations are clear and the client feels supported.

Timely and thoughtful communication helps maintain high-quality care on the Vetster platform and ensures pets, clients, and veterinarians all have a smooth experience. Consistently failing to respond to messages or responding unprofessionally may result in account suspension, as maintaining these standards is essential for safe and effective care.

For client no-shows, please reach out to our support team within the first 5 minutes via chat or email so that we can help connect you. If, after our attempt to assist, the client doesn't show up for the appointment, please click “My client didn’t show up” when it pops up.

If your client appears to be having technical difficulties joining the call session, reach out to our Customer Support team immediately and stay on the call so our team can help the client connect.

If you logged in on time for the appointment, you may receive a partial payout for either of these instances by connecting with Support within the first 5 minutes. For the most updated information on this, click here.

Factors that influence your visibility on the Vetster platform

Standing out on Vetster is about more than being listed. It’s also about showing clients and the platform that you consistently deliver great care. Your visibility in search results is shaped by how you manage your appointments and client interactions, and you have real influence over these factors. Think of them as levers you can use to perform and grow your virtual practice.

Keys to boosting your visibility include:

• Confirming bookings quickly and starting appointments on time
• Following through on appointments you’ve accepted by avoiding declines, non-confirms, or no-shows
• Completing medical records promptly (ideally right after the visit, well before the 24-hour limit)
• Building strong client relationships that lead to repeat bookings, positive ratings, and reviews
• Presenting a strong profile with a clear photo, professional bio, and wide availability (including evenings and weekends if you choose)
• Converting profile views into actual bookings
• Driving VetsterPlus subscriptions by delivering excellent care that motivates clients to stay engaged
• Using prescriptions and VetsterRx appropriately to maximize positive outcomes while balancing client needs with regulations

These factors reflect your professionalism and also show clients that Vetster delivers a trusted, consistent virtual care experience. The stronger your performance on these measures, the more visible you become, the more clients choose you, and the more we all reinforce confidence in virtual veterinary care.

All veterinary professionals on the Vetster platform are required to comply with Vetster’s Terms of Use. This includes, but is not limited to, maintaining your professional license(s) in good standing at all times. You are responsible for notifying Vetster promptly of any changes to your licensing status, including expirations, disciplinary actions, or ongoing investigations.

You are also required to maintain your own professional liability insurance that explicitly provides coverage for telehealth services.

At Vetster, professionalism isn’t just a best practice. It’s essential to creating a consistently positive experience for everyone involved: you as the veterinarian, the pet parent, the pet, and the platform. We aim to support and empower our veterinary professionals, not penalize them. In order to maintain the high standard of care pet parents expect, however, Vetster reserves the right to manage veterinary accounts that do not meet these expectations. This may include, but is not limited to, withholding payment for unsatisfactory appointments, pausing accounts during an escalation or prioritizing veterinarians who do provide excellent service to new clients. Maintaining high standards ensures trust, satisfaction, and success for all of us.

Please note, these professional standards apply to all appointments on the platform, including those clients we bring to you as well as those you secure directly on your own.

Thank you for contributing to a professional and enriching Vetster experience! We value our veterinary community and appreciate all that you do.