Using Telehealth in Emergency

What better way to build better client relationships than by being there when they need us most….during an emergency. Whether Max has developed a goose-honking cough, Fido has a broken nail that won’t stop bleeding, or Gracie has developed a GDV, our clients need advice, triage, and guidance in stressful situations. With some ERs overwhelmed resulting in wait times in excess of 20 hours, real-time teletriage through Anipanion can not only not save pet parents and vet staff valuable time, but will help foster stronger relationships between you and your clients.

During in-clinic hours

Although most emergencies tend to happen after hours, many occur during the day. Anipanion allows your clinic staff to triage the situation and guide the pet parent while freeing your phone lines and saving time.

Triage

• Utilize a vet technician or veterinarian to determine if this is a true emergency or if it is a medical issue that can wait
• Can occur in real-time or via asynchronous chat
• Guide the pet parent based on the level of triage
  • Come into the clinic now
  • Prepare the client for what may happen
  • Curbside or clinic check-in
  • Exam
  • Diagnostics
  • Surgery
  • Hospitalization
  • Financial deposit
  • Collect client info

Make an appointment for same day, the next day, or the most appropriate date

• Advise the client on what to do in the meantime prior to appointment
  • Provide symptoms to monitor
  • Provide ER locations and contact info if appropriate
  • Discuss what will happen at the appointment. Advise the client to bring in any samples needed (fecal, urine) or fast if necessary.

After hours

Although it may not be a true emergency, our pet parent’s level of stress seems to increase significantly after 5 p.m. With Anipanion, your clients can have access to you and your staff as you see fit for triage and emergency care. This can be tailored to your hospital needs and wants- you don’t have to provide after-hours advice. Your hospital may be set up to take emergencies after hours and Anipanion can help facilitate triage, communications, and patient care. If your hospital does not see after-hour emergencies, you can provide valuable triage and advice to your client through Anipanion’s real-time or chat features, and guide your clients to the next steps for their pets.

After hours in hospital ER care

• Triage patient
• Provide directions to the hospital if needed
  • Provide curbside instructions if needed
• If an ER visit is needed now, prepare the client for what may happen
  • Exam
  • Diagnostics
  • Surgery
  • Hospitalization
  • Financial deposit
  • Collect client info
  • Provide in-hospital updates of the patient while in your care at the hospital
• If an ER visit is not necessary, create a follow-up appointment
  • Set appointments for real-time sessions through Anipanion
  • Set up an in-hospital appointment
  • Advise the client on what to do in the meantime prior to appointment
  • Provide symptoms to monitor
  • Provide ER locations and contact info if needed
  • Discuss what will happen at the appointment. Advise client to bring in any samples needed (fecal, urine) or fast if necessary.

After hours in hospital triage and guidance

• If your hospital does not provide after-ER care, triage can still be a very valuable service for your clients.
• Determine the level of care needed
  • If ER care is needed, provide location, and contact info, and prepare the pet parent for what may happen at the visit
  • If it is a medical issue that can wait, set up follow-up care such as a real-time session through Anipanion or a hospital appointment
  • Advise the client on what to do in the meantime prior to appointment
  • Provide symptoms to monitor that would indicate ER or care is needed or a follow-up visit is needed sooner

In Specialty Practice

Emergency specialty practices are unbelievably busy. The ability to provide teletriage through Anipanion can save precious time for the ER staff and for worried pet parents.

Teletriage patient - Utilize veterinary technicians

Red = Emergency care needed ASAP

• Allow the patient to be transferred to your practice for care
  • Prepare client
    • Curbside protocol
    • What may happen during the visit
    • Financial deposit
    • Collect client info while they are en route to hospital
      • Names
      • Address
      • Phone numbers
      • Email addresses
      • Financial info
      • Can provide documents requiring signatures
        • Sedation/surgical release forms
        • Hospital policy

Yellow = Not emergent, but needs care soon

• • Advise the client to contact their veterinarian the next day
  • Give symptoms to monitor
  • Advise what can be done at home in the meantime prior to appointment

Green = Not emergent can monitor at home

• • Give symptoms to monitor
  • Advise what can be done at home in the meantime prior to appointment

Veterinary hospitals are busier than ever before. Streamlining communications between pet parents and veterinary staff, and offering ER telehealth services through Anipanion will free up phone lines, create more efficient communications, provide added value to your hospital, and lead to better client retention. Keep clients in-house while being there for them when they need you the most.