Vets Now launched the service at the start of the pandemic to provide remote veterinary advice, and it has now expanded from eight to nearly 30 emergency vets.
In 2022, Video Vets Now had over 13,000 consultations, with 80% of these occurring out-of-hours. Sundays are the busiest day, with almost a third of all consultations taking place.
Of these total consultations, 17% of pets were discharged normally, 7% were immediately referred in-clinic, and 48% were discharged as non-emergency cases, but with a recommendation to get a daytime vet appointment within 48 hours.
Dave Leicester, Vets Now’s head of telehealth says the fact that so few of Video Vets Now calls are referred on to a face-to-face consultation is a real benefit for pet owners and the veterinary profession: “Over two thirds of cases don’t need to be seen urgently by a vet.
"A lot of the cases are pet owners needing some clinical reassurance.
"As cases are triaged remotely, the service therefore frees up clinical staff for genuine emergencies.
“Additionally, without the service, many clients would have no other option than to attend for a full consultation at an out-of-hours clinic; so, clients save money too, allowing them to save their budget to spend at their daytime practices.
“Following the triage consultation, if the pet does need a non-urgent face-to-face consultation, we always direct clients to their registered vet. The £24 Video Vets Now consultation fee is then refunded.
"We call this our ‘Never Pay Twice’ promise, and it applies regardless of where that follow on consultation takes place.
"We see this as a win-win situation for clients and practices.”
Dave continued: “Over the past three years, Video Vets Now has seen unparalleled growth, providing essential care and reassurance for pet owners during a time of many challenges to traditional veterinary practice.
“As the pandemic has drawn to a close, we have consolidated our position as one of the UK's foremost providers of teletriage.
"Looking to the future, the changes in veterinary regulation will allow us to grow further and expand the range of services we can provide, bringing telehealth to an even greater number of pet owners.”