Tips for working with human pharmacies

Collaboration between veterinarians and human pharmacies is essential for timely access to medications and safe patient care. Because many pharmacists have limited experience with veterinary prescriptions, challenges can arise. On Vetster, where fulfillment sometimes involves human pharmacies, clear and proactive communication helps ensure smooth processes and reinforces client confidence in virtual care.

Whenever possible, prescriptions should be fulfilled via home delivery with VetsterRx, which provides the most seamless experience for clients and removes common roadblocks with human pharmacies. The guidance below is designed to support you in the less frequent situations where human pharmacy use is necessary.

Above all else, the safety and well-being of the patient must guide every interaction between veterinarians and pharmacies. Timely access to medication is essential for managing conditions effectively, and incomplete or unclear prescriptions can cause delays with serious consequences for pets.

On Vetster, where you may not have the same opportunities to clarify issues in person, accurate dosing, complete instructions, and proactive communication are especially critical. Using VetsterRx helps ensure these details are captured and processed accurately, but when a prescription must go to a human pharmacy, clarity becomes even more important. Prioritizing patient safety through clear, thorough prescriptions protects your patients, your clients, and your practice.

Customer service is a core standard for providers on the Vetster platform. Delays in obtaining medication not only impact a pet’s health, but also frustrate clients and shape their perception of virtual care. Many clients who begin skeptical become strong advocates after a smooth, professional experience. On the other hand, when medication complications arise, some report losing trust in the legitimacy of the service. By ensuring prescriptions are complete and clear the first time, you help deliver the seamless care experience that keeps clients confident in both you and Vetster.

Familiarize yourself with the regulations set forth by your local veterinary regulatory bodies, and follow consensus guidance such as the AVMA’s prescription-writing recommendations. Every prescription must contain certain core elements. On Vetster, many of these fields are automatically included, but it is still your responsibility to ensure accuracy and to complete the details that are not auto-generated. Clear, thorough prescriptions help prevent delays at the pharmacy and protect patient safety.

Required elements of a prescription include:

• Veterinarian’s name, address, and telephone number
• Client’s name
• Pet’s name
• Date drug is prescribed
• Drug name (generic active ingredient is preferred)
• Drug strength
• Drug form (tablets, capsules, suspension, etc.)
• Drug quantity
• Dosing instructions (amount and timing)
• Route of administration
• Number of refills
• Cautionary statements, as needed
• Expiration date when applicable
• Slaughter withdrawal and/or milk withholding times, if applicable

Even though VetsterRx handles fulfillment, it’s wise to know which local human pharmacies in your area are most comfortable filling veterinary prescriptions. You can:

• Set them up for success by ensuring instructions are clear and complete, and provide veterinary-specific tips (e.g. xylitol-free formulation only) in the “Notes to pharmacist” section.
• Ask clients where they’ve had smooth or difficult pharmacy experiences and make note of those pharmacies.
• Call or visit pharmacies in your community to introduce yourself as a local prescribing veterinarian and ask about their policies for filling pet medications.
• Keep an informal list of “vet-friendly” pharmacies you can recommend to clients when home delivery through VetsterRx is not an option.
• Share positive experiences back with Vetster Support. This helps us continue building smoother processes with pharmacy partners.

By identifying cooperative pharmacies ahead of time, you’ll save clients frustration, reduce delays, and strengthen trust in both your care and the Vetster platform.

In principle, filling prescriptions at human pharmacies for medications that are not controlled, monitored, or otherwise regulated should be straightforward. A valid veterinary license is all that is required to authorize a prescription, and pharmacies should only need your professional contact information along with the prescription details.

In practice, however, many pharmacy systems are designed for human healthcare providers and require an NPI number (National Provider Identifier) before a prescriber profile can be created. Alternatively, they may also accept a DEA number. This is where hiccups arise because:

• Veterinarians are not issued NPI numbers because they are not classified as human healthcare providers.
• A DEA number is only required when prescribing controlled substances. Veterinarians may practice and prescribe non-controlled medications without one.

Pharmacy staff are usually simply following software prompts, not intentionally creating barriers. By approaching these requests with professionalism and clarity, you can help them complete the process without compromising compliance. When asked for an unavailable number, politely explain the distinction, offer your state license number if needed, and emphasize your shared goal: ensuring timely, safe access to medications for the client’s pet.

1. DEA numbers

On Vetster, most prescriptions you write will not require a DEA number. According to the DEA, this identifier is used only when prescribing controlled substances. You are not required to have a DEA number to practice veterinary medicine or to prescribe standard (non-controlled) medications. If you do have one, safeguard it and share it only when legally appropriate.

In practice, pharmacies sometimes request a DEA number simply because their software requires a field to be filled in before they can create a prescriber profile. Pharmacy technicians may also mistakenly believe it’s needed to verify your authority. In these cases, your state veterinary license is the only necessary legally valid credential. Work collaboratively with the pharmacist to find a solution and explain the distinction professionally.

The AVMA provides clear guidance on this issue:

“Although a pharmacy might find it convenient to use NPI and DEA numbers, ultimately, it's a veterinarian's state veterinary medical license that authorizes the prescribing of drugs for our patients.”

If pharmacy staff are unwilling to process a prescription without a DEA number, AVMA recommends contacting them directly at NPI@avma.org, or for CVS pharmacies, calling 1-800-746-7287 with store details.

By understanding these guidelines and responding with both professionalism and confidence, you can resolve hiccups quickly while maintaining positive relationships with pharmacy colleagues.

2. NPI numbers

National Provider Identifier (NPI) numbers are specifically designated for human healthcare providers and are akin to social security numbers for those in the healthcare field. They serve as unique identifiers for record keeping, and they are typically used for drug monitoring programs and HIPAA compliance. Veterinarians do not meet the governmental definition of “human healthcare providers” and do not qualify for receiving an NPI number, but pharmacy staff may not be aware of this.

Pharmacy technicians may request NPI numbers from all prescribers, including veterinarians, out of habit or protocol. They may not be able to move past the NPI field in their pharmacy management software without putting in a number. However, it's important to diplomatically educate them on the distinction and politely clarify that veterinarians do not possess NPI numbers. Encourage them to focus on fulfilling the client's needs in a timely manner by using the veterinarian's license number instead, since it is the legally required identifier.

3. Owner’s date of birth

Some pharmacies require a date of birth for all customers, creating complications when filling prescriptions for pets. Veterinarians may be used to providing the pet’s date of birth, but pharmacies may also request the owner’s.

Legally, an owner’s date of birth is only required in certain states when dispensing controlled or monitored substances, as part of tracking programs to prevent misuse. For standard veterinary prescriptions, it is not a legal requirement, though some pharmacy systems or internal policies may still request it.

To avoid delays, be prepared to collect the owner’s date of birth during the appointment, especially if prescribing a controlled medication. A brief explanation to the client about why this information may be needed helps set expectations and smooth the process.

Be aware of the information you need to make prescribing seamless, and proactively collect it during your initial client encounter. If the issue isn’t caught until after the appointment is over, use the direct messaging feature to reach out to the client or reach out to Vetster’s Support Team. Whether the pharmacy is asking for a DEA number, NPI number, or the owner’s date of birth, handle any conflict tactfully and collaborate with the pharmacy technician to find a solution that ensures clients receive their medication in a timely manner.  By working together, all parties involved can navigate this issue effectively.

Transparent communication is key to setting expectations with both clients and pharmacy colleagues. Provide all required details in your prescriptions from the start, and when questions arise, explain legal requirements diplomatically. Sharing trusted resources can help, but remember that pharmacy staff may still need to follow their internal policies.

Human pharmacies vary in their experience with veterinary prescriptions. Some are accustomed to supporting local clinics, while others need additional guidance when working with virtual care providers. This can be especially important when they expect quick phone responses, which may not always be possible for a telehealth veterinarian without clinic staff.

To help streamline these interactions, consider adding a short note to the pharmacist in your prescriptions, such as the one below:

By framing communication positively, you reinforce collaboration, minimize friction, and support timely medication access for clients and their pets.

Safe, transparent care is at the heart of veterinary telehealth. One of the ways this standard is upheld is by making sure the lines of communication are open between prescribers, clients and pharmacies when questions arise. For this reason regulatory boards require that prescription labels display the veterinarian’s professional contact information along with drug details and directions for use.

We know this can feel different when you’re not tied to a brick-and-mortar clinic. Since Vetster is not a clinic, you cannot use Vetster’s contact details on prescriptions. Instead, you’ll need to maintain your own professional contact information. Many veterinarians do this by setting up a dedicated work phone line (for example, through a VoIP service like Google Voice) and using a professional business address, since most pharmacies cannot accept P.O. boxes.

This isn’t about sacrificing personal privacy. Your personal contact information is not required. What’s required is professional information that ensures you can be reached in your role as the prescribing veterinarian. By putting these systems in place, you not only remain compliant, but also reinforce client trust and the standard of safe, transparent care that defines Vetster.

Collaboration between veterinarians and human pharmacies is essential for delivering quality care. By adhering to regulatory guidelines, fostering positive relationships, navigating procedures designed for human health care providers, and effectively communicating requirements, veterinarians can ensure a seamless experience for both clients and their beloved pets.

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