Whether you’re using our platform to practice telemedicine or provide general advice and teletriage, pet owners are seeking your expert guidance. This is particularly true when the next step for the pet owner is to seek in-person care. It may seem counterintuitive, but this is where your expertise, counsel and compassion can really come through to deliver a high-value experience for your pet owner.
Remember this is a virtual experience, not the clinic. Working in a clinic may have you hard-wired to make a diagnosis and treatment plan as quickly as possible, but a virtual care appointment with a specified timeframe means you can take more time to provide your service.
Your appointments will be booked most often in 15 or 30-minute increments. There is no need to hurry to your next case or leave the client feeling rushed. Take the time you have to provide the pet owner with a value-focused experience, keeping them calm in an emergency, and educating them about next steps.
Pet owners reach out to you on Vetster so they can have access to your time and expertise. Even if you know 30 seconds into a video appointment that the pet needs in-person care to solve its problem, remember the other things you can provide, and take the time to provide them:
Then go one step further, prep them for the ER or their next in-clinic appointment:
Your efforts to provide value adds to a positive customer experience, even when the client also needs to seek in-person care.
Remember these tips to provide valuable virtual care appointments even when the pet needs additional in-person care:
Think of the ways you actually can help them, including the points listed above, and provide 5-star service!
Disclaimer: In rare circumstances it will be immediately clear that the pet is in need of emergency life-saving care, and that a virtual care appointment is not an appropriate path to care. If this happens, please politely interrupt the user and direct them to contact their closest emergency center. Express your empathy for their difficult situation and desires for a good outcome. Inform them of their next steps. You can message with them within a 24-hour window to stay connected to the situation.
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