Call answering services (and clinical funding).

RE: Call answering services (and clinical funding).

janine redman — Wed, 11 Mar 2026 23:03:47 GMT

I use KERNOW vets messaging , they take overflow during the day and out of hours calls at night . Tailored to what I want and works well so I never miss a call or an emergency

janine

RE: Call answering services (and clinical funding).

Karen Eggleton — Mon, 09 Mar 2026 14:47:58 GMT

Hi Michael,

Many thanks.

Yes, I have a particular online booking system recommended by colleagues and that is an alternative suggestion. Thank you-because you have reminded me that that could be a way better approach to that dilemma Appreciated.

With regards to veterinary palliative care…did you know that the US & Australia (and I’d add Canada) are probably 10 years ahead of us on this? There is so far only one veterinary qualification which I gained in 2021 (through IAAHPC, RACE approved) and the new developing practice of palliative care, respectfully, is now different to how I practiced it as a GP vet for over 30 years. I’m not saying that as GP vets we don’t provide symptom support, pain relief and a general whole comfort package (including emotional support to the owner) but this is on a different level. Paradigm shift-and all that. Human end of life care started in the 1950s and reached speciality in the 80s. Veterinary palliative care started to develop in the 80s and there is a drive now in the US for it to be its own speciality.

Having had several conversations as a GP vet running my own practice, then in home euthanasia vet and palliative care vet with RCVS Code of Conduct department, none of these services need to be 24/7. As a solo practitioner having done at least 15 years out of 30 with heavy on call (24/7 for 4 years was not a high), I can say that at least from the emotional toll side of providing this service, it’s not possible unless you’re in a team. So offering palliative care, I would be seen as an advisory service to families only. Far better, with excellent clinical scope, referral service collaborating with primary care and then providing 24/7 telephone support. So a multi disciplinary team approach, no different to the accepted pain specialists if you like. I do understand that until palliative care becomes a more recognised niche in veterinary medicine, it’s going to be an uphill slog!

RE: Call answering services (and clinical funding).

Michael Woodhouse — Sun, 08 Mar 2026 22:27:51 GMT

[quote userid="2248" url="~/f/non-clinical-questions/31322/call-answering-services-and-clinical-funding"]Please could I have current recommendations for call answering services?[/quote]

No. We had a contract with TAS but as time went on they got worse and worse. There would be calls charged to our account every month that were wrong.

Have you considered some kind of self booking app? I know they exist for clients to find themselves free slots. You could offer a higher fee for fixed time or short notice versus in the future, or have days in specific areas? Taking bookings via WhatsApp works for some Farm and equine practices? Any friends or especially older people wanting some extra casual work? One of the local mixed practices would pay on a retainer plus a cost per call for them to take the phones OOH. No reason that couldn't work in the day time too. Can give a much more personal response versus a formal answering service. I'm sure there must be something in the AI sphere that will take calls/messages and book appointments?

[quote userid="2248" url="~/f/non-clinical-questions/31322/call-answering-services-and-clinical-funding"]

As a separate and possibly daft question, anyone any knowledge of where, if anywhere, to go looking for funding applicable to veterinary clinical practice, not related to clinical research or mental health research?

I'm looking to try to role out a veterinary palliative care service

[/quote]

I don't quite understand what you are looking for? What part costs money? If someone was looking to lend money what collateral can you put up? Most lenders will lend business money with trading history, making a profit and something to secure that borrowing (could be your personal property). I think "palliative" care is something that we do pretty damn well as general practitioners, so I don't see it as a particular area I would look to refer out? Do you offer a 24 hour service? If not, with the greatest level of respect, this isn't an area you should even consider. These are the patients most likely to need you OOH, possibly for a home PTS, so turning off the phone at 6pm doesn't fit with that model.