If, as is predicted, social distancing methods need to be employed to reduce the spread of the virus, or clients find themselves having to self-isolate, video consultations may offer a way in which veterinary practices can continue to serve their clients, maintain animal welfare and, importantly, revenue.
VetHelpDirect's video consultation system, which was announced earlier this year, is still in the Beta testing phase, and the plan had been to roll out the full service in May.
Under the circumstances, however, the company has decided to offer the service to all practices immediately, free of charge for the next three months.
To use the video consultation service, you do need to subscribe to use VetHelpDirect, a service through which you can manage client reviews of your practice. That costs £38 per month, per practice and a further £16 for branch practices.
Susie Samuel, CEO of VetHelpDirect said: “The Coronavirus presents a very real business risk to veterinary practices and a health risk to staff.
"As cases increase, animal owners in quarantine will not be able to visit the vet when their animals become unwell. In these cases, veterinary practitioners will not be able to discuss an animal’s symptoms with their owner in person and could end up relying solely on telephone consultations which would most likely be conducted free of charge.
"Our video platform allows vets to collect payment for a consultation as usual, hold the consultation with the animal’s owner and if a pet needs to be seen, the owner could, in theory, drop it off at the surgery without making personal contact with the vet clinic staff."
VetHelpDirect has not yet decided precisely what the video consultation service will cost after the free period, but it is likely to be around the £20 per month mark. In addition, there is a 4.8% transaction fee.
For more information, contact Susie Samuel susie@vethelpdirect.com
COMMENTDespite the emergence of a number of online-only, limited-service veterinary video consultation providers, it seems like very few, if any independent practices are yet offering this service. There is a danger that unless they do so very soon, they will find themselves at a real disadvantage to the first movers. But there is still time; according to VetHelpDirect's research, 38% of people say they would use video consultations with their own vet but only 7% with a vet they don't know..
It strikes me that now is a very good moment to start offering clients this kind of service, because regardless of government advice, there will doubtless be some who will want to avoid a trip to the vets whilst the outbreak persists.
The company is now inviting practices to sign up for the free Beta trial and shape the development of the new platform and how video consultations can be integrated into traditional ways of working.
The platform, which can be branded with the practice logo, uses an app which clients download onto their mobile devices and use to book appointments. The system has its own appointment booking system, but also integrates with Vetstoria. When an appointment is booked via video, practitioners see it in their PMS. They then visit their online account, select the relevant appointment and click ‘start video call’. Payment can be collected from the owner prior to the consultation.
Susie Samuel, Managing Director of VetHelpDirect said: "While developing this product, we have been mindful that the use of telemedicine in our industry has been hugely controversial. We believe that inviting local vets to trial and refine this technology, using their team to work with their own clients removes many of the risks and dangers otherwise inherent in the proposition."
I agree wholeheartedly. The controversy over telemedicine has been about the idea of allowing the prescription of drugs to animals that have not been seen in person. Using a service like this (or the one launched by the Virtual Vet Group last year) to offer video consultations to patients that are already under your care strikes me as an altogether different kettle of fish. I think it will help improve engagement with existing clients, by reducing unnecessary trips to the practice for follow-up or post-operative consultations, saving time, money and the planet.
Susie added: "In our fast-moving world pet owners are increasingly reliant on technology and expect to be able to access services easily. The results of our recent VetHelpDirect research of 419 owners showed 38% of survey respondents said they would like to have the option of a video consultation if it was offered by their own vet. If we are to keep up with this demand, we need to embrace new ways of working."
VetHelpDirect says that whilst it believes that the growth in the use of this technology will change the way veterinary medicine is practiced, video consultations will always work alongside in-person consultations, as just one tool in an overall strategy of care, and certainly will not replace face to face diagnosis.
Let's hope so.
Susie added: "What is clear from our research is that whilst clients would like to be able to have video consultations with a vet their strong preference is for this to be with their own vet; whilst 38% of people would use video consultations with their own vet this falls to only 7% if it is provided by a vet not known to them.
"Of course, telemedicine is by no means the answer in every case, what the new service does offer is flexibility for practitioners and the ability to work in new ways that will benefit the animals and owners. For example, giving free telephone advice has become common place in many practices but is very hard to monetise. Video consultations provide a commercial solution to this problem.”
For more information, or to join the trial, contact Susie Samuel susie@vethelpdirect.com