Telehealth and telemedicine FAQs

Q: What makes telemedicine different from medicine in general?

A: The standard of care is the same whether telemedicine or in-hospital care is delivered. Of course there are limitations with telemedicine that must be considered, such as not being able to obtain information gathered through palpation or an inability to see the patient's response to physical touch unless you are utilizing a video connection. One solution, if proximity allows, is a model that includes deploying a veterinary technician from your team to the home of the client.

Q: What services can be provided through telemedicine?

A: Any service is possible with telemedicine as long as a VCPR is in place, and the attending veterinarian is comfortable assessing the patient remotely and feels able to exercise good clinical judgment to assist the patient.

Q: Is it legal for veterinarians to provide telemedicine services?

A: Yes. Veterinarians can offer clients telemedicine services as long as they have established a Veterinarian-Client-Patient Relationship (VCPR) as defined in the applicable state's veterinary practice act. Veterinary practice acts vary by state, so check with your state licensing board for details. If a VCPR is not established, veterinarians should refrain from diagnosing, prognosing or treating patients. In addition, federal law requires a VCPR for extralabel drug use in animals and to issue a Veterinary Feed Directive.

Q: Where can I find federal and state laws and regulations on veterinary telemedicine?

A: Each state has its own veterinary practice act, so the best place to start is to contact your state veterinary licensing board. The AVMA website provides additional information on extralabel drug use and the Veterinary Feed Directive rule.

Q: How can telemedicine benefit my practice?

A: Telemedicine, when conducted within an established VCPR, provides clients access to veterinary care in a convenient and safe manner. It can enhance client education, compliance, and satisfaction, and also benefit animal health and welfare by facilitating communication, diagnostics, treatments, scheduling and other tasks.

Q: What types of telemedicine services are veterinarians offering today?

A: The benefits of teleconsulting, such as an attending veterinarian consulting with a boarded radiologist, have been enjoyed by the veterinary profession for decades. Telemedicine, while fairly new as a service offering in veterinary medicine, has been used in human healthcare for more than 25 years. Some of the initial situations where veterinarians have utilized telemedicine services within an existing VCPR include: general wellness care, after-hours care, post-surgical care, hospice care, and to facilitate access to veterinary care.

Q: What types of telehealth services can be provided outside an established VCPR?

A: If no VCPR exists, the veterinarian or any other veterinary care professional can only offer general advice that is not specific to a particular patient. It should not include diagnosing, prognosing or treating patients' conditions. General advice crosses into the practice of veterinary medicine when it involves any of the acts described in the definition of the practice of veterinary medicine. State definitions vary, so be sure to check with your state.

Q: How do I find a reputable telemedicine service provider?

A: The AVMA has established a Policy on Telemedicine to help veterinarians understand the legal and regulatory requirements necessary to deliver telemedicine services. While there is no single best solution for providing telemedicine services, we strongly recommend that veterinarians identify the types of services they would like to offer and then research capabilities among the currently available service providers. We have created a practical evaluation checklist (PDF or Word) to help AVMA members do this.

Q: What equipment is needed for telemedicine?

A: The technology built into most smartphones, tablets and laptops provides the necessary audio, visual and data transfer capabilities to conduct a very basic telemedicine consult. As with any medical consultation, it is good to keep detailed records, and some telemedicine service providers even integrate with practice management systems to allow for easy capture and storage of the teleconsult.

Q: Can veterinarians charge for telemedicine services?

A: Yes. As long as a VCPR is established, veterinarians can provide and monetize telemedicine services. In some instances, veterinarians are incorporating access to telemedicine services as part of pet wellness plans. In other cases, veterinarians are partnering with third-party service providers to offer clients telemedicine services as an extension of their hospital's service offerings.

Q: How can I get paid using telehealth?

A: You can customize your pricing structure based on what's best for your own patients, clients, team, and practice workflow. Here are some telemedicine pricing models to consider. Some telemedicine service providers also handle payments with the client. Most service providers pay the doctors a portion of the service fee and keep a portion to cover their costs of providing the technology. Each provider has unique terms and fees, so be sure to inquire about this directly with the providers to see which ones best meet your needs. Use this evaluation checklist (PDF or Word) to capture this and other information about potential vendors to make the selection process easier.

Q: Will insurance companies cover telemedicine consults?

A: This can vary. Some insurance companies offer a free telehealth consult just for being part of their program. If you have a preferred insurance company that you recommend to clients, find out how that company handles fees associated with virtual consultations. It's also wise to advise clients who have insurance to check with their insurance company to determine whether and how telemedicine consultations are covered.

Q: Do telemedicine service providers require separate liability insurance coverage?

A: In most instances there are no special requirements for liability insurance when it comes to offering telemedicine services. Veterinarians are expected to provide the same level of care whether veterinary services are offered in person or through telemedicine. However, we recommend that you ask your professional liability carrier for a recommendation.