How to get started with this lucrative remote revenue stream.
Are you making the most of telemedicine?
For veterinary practices, telemedicine not only offers an additional revenue stream with relatively little investment, it also helps increase practice efficiency, improve client retention and reduce staff fatigue. For clients, it’s a convenient, less stressful and often less expensive way to ensure timely care for their four-legged friends. Eric Garcia, an IT and digital strategist who owns Simply Done Tech Solutions, details—and then dismantles—the roadblocks to getting started.
Overcome the Hurdles
Garcia names several hurdles to incorporating telemedicine, including a lack of understanding of the relevant laws, as well as uncertainty about how to incorporate an efficient telemedicine process and how to charge for and communicate the service to clients.
“We know clients will pay for virtual care, and we know overall growth is starting to slow since COVID-19,” Garcia says. “Telemedicine—in lieu of the advice you’re probably giving away for free right now—offers a great way to increase loyalty, retain clients and bring back lost revenue.”
Telemedicine for What?
Telemedicine has many potential uses, including nutrition, dermatology, behavioral concerns, surgical rechecks, hospice and palliative care, and follow-up appointments that don’t require a physical exam, among others.
“Before making any moves, check with your state veterinary association about the laws surrounding telemedicine in your area,” Garcia says. “Make sure the care you’re providing is compliant with your state regulations, including whether licensed technicians can provide virtual consultations.”
A host of telemedicine platforms are available. “Every company’s services are a little different, including how payment is collected,” Garcia says. “Review three to five platforms to find the tool that makes sense for your practice, your management system, your team and your workflow.”
Start Small and Price It Right
Garcia advises practices to limit the services they offer at first. “Start with two or three ways that you will feel comfortable seeing a pet virtually,” he says. “Then add on once you feel comfortable with those types of appointments.”
Telemedicine fees are wide ranging, with some practices charging less than an in-person exam fee and others charging full price. Garcia’s advice? Charge what makes sense to you. “What fee will allow you to generate revenue in a way that feels like you’re valuing your time?” he asks. “Whether you’re giving advice over the phone, via telemedicine or in the clinic, it’s yours and it’s valuable.”
Before any virtual visit, owners must understand that they may still need to bring their pet into the clinic. “Be very clear about the conditions that can and cannot be treated remotely, as well as any potential costs beyond the consultation fee, such as for any medications prescribed or if they need to come for an in-person visit,” Garcia says.
How Did You Do?
Garcia recommends soliciting feedback via survey 24 to 48 hours after every virtual appointment, asking about both the visit and the technology that made it possible. “Learn from the experience you’re providing,” he says: “Did you meet expectations? Were the client’s concerns resolved? Was the appointment app easy to use?”
Be sure to act based on the results. “If clients are happy with the service, great,” Garcia says. “But if they are pushing back on the cost or the technology involved, it’s important to take a step back, reevaluate and make changes before offering the service on a mass scale.”