Pet owners turn to veterinary telemedicine services for non-emergencies
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When Meggy the Lhasa apso puppy seemed unwell, her owners were filled with dread.
New pet owners Elise Sinclair and Katana Murphy did not know if it was an emergency and did not want to waste a vet's time.
"We didn't know what was wrong with her," Ms Sinclair said.
Being more than an hour away from the nearest overnight animal hospital did not make it any easier.
So the Shellharbour couple turned to veterinary telemedicine, where they were able to talk with a registered vet remotely.
"It's just like breathing a sigh of relief, [having] access to a resource who knows what they're talking about and can help you with your decision-making," Ms Sinclair said.
The couple was eventually able to make an in-person visit with a vet, where Meggy was successfully treated for a parasitic infection.
The calls can also be cheaper, with an average cost between $50 and $120 compared to after-hours call-outs, which can cost up to $500.
While telephone or web vets cannot provide prescription medication, Dr Coulthard is able to offer first aid advice and monitor non-emergency situations.
After years working in clinics, Dr Coulthard said she had more time for online callers.
"The pace is a bit more laid back than it can be in a clinic, which is wonderful because we have the time to talk to people for as long as they need," she said.
The company she worked for, Greencross, said the service had grown steadily since the COVID pandemic.
"It's a game changer. I can't see it going away in a hurry," Dr Coulthard said.
The service can also make life easier for vets, who work in an industry known for overwork and impacts on mental health.
Katelyn Thompson, the only after-hours veterinarian at her outback clinic in Mount Isa, said her workload was huge.
"It takes you away from your family," Dr Thompson said.
"It's filtering calls that you need to see [so] you know that if they're calling you it's for something important," Dr Thompson said.
She said it had resulted in a 70 per cent drop in after-hours phone calls, which used to range from five to 20 a week.
Dr Thompson said people who called after-hours services often needed reassurance and general first aid advice.
In some instances, she said people called looking to buy pet food.
"The biggest selling point for us is trying to ease the burden on vets," Dr Thompson said.
She said the mental health benefits were worth the cost the business paid for a subscription, allowing vets to come into the surgery better rested each morning.
Dr Thompson hoped innovations like this would help attract more vets to the outback.
"Especially for rural and remote areas when trying to entice them to come out because they know they're not going to be on call-out after call-out," she said.
By Maddie Nixon
New pet owners Elise Sinclair and Katana Murphy did not know if it was an emergency and did not want to waste a vet's time.
"We didn't know what was wrong with her," Ms Sinclair said.
Being more than an hour away from the nearest overnight animal hospital did not make it any easier.
So the Shellharbour couple turned to veterinary telemedicine, where they were able to talk with a registered vet remotely.
Meggy before and after her treatment. (Supplied: Elise Sinclair)
"It's just like breathing a sigh of relief, [having] access to a resource who knows what they're talking about and can help you with your decision-making," Ms Sinclair said.
The couple was eventually able to make an in-person visit with a vet, where Meggy was successfully treated for a parasitic infection.
The calls can also be cheaper, with an average cost between $50 and $120 compared to after-hours call-outs, which can cost up to $500.
Steady growth in remote calls
Veterinarian Nina Coulthard helped the NSW couple treat Meggy from Adelaide.While telephone or web vets cannot provide prescription medication, Dr Coulthard is able to offer first aid advice and monitor non-emergency situations.
After years working in clinics, Dr Coulthard said she had more time for online callers.
Elise Sinclair and Katana Murphy are glad Meggy is now happy and healthy. (Supplied: Elise Sinclair)
"The pace is a bit more laid back than it can be in a clinic, which is wonderful because we have the time to talk to people for as long as they need," she said.
The company she worked for, Greencross, said the service had grown steadily since the COVID pandemic.
"It's a game changer. I can't see it going away in a hurry," Dr Coulthard said.
The service can also make life easier for vets, who work in an industry known for overwork and impacts on mental health.
Relief for outback vets
In rural and remote areas, vets are often booked out weeks in advance.Katelyn Thompson, the only after-hours veterinarian at her outback clinic in Mount Isa, said her workload was huge.
"It takes you away from your family," Dr Thompson said.
The mother of a one-year-old baby, with another on the way, said she started using a telehealth triage system run by VetCheck 24/7 last March, which eased the burden of after-hours calls.
Phone calls are directed to a triage nurse, employed through a third-party subscription service, rather than going directly to her phone.
Katelyn Thompson with one of her happy clients. (Supplied: Katelyn Thompson)
"It's filtering calls that you need to see [so] you know that if they're calling you it's for something important," Dr Thompson said.
She said it had resulted in a 70 per cent drop in after-hours phone calls, which used to range from five to 20 a week.
Dr Thompson said people who called after-hours services often needed reassurance and general first aid advice.
In some instances, she said people called looking to buy pet food.
She said the mental health benefits were worth the cost the business paid for a subscription, allowing vets to come into the surgery better rested each morning.
Dr Thompson hoped innovations like this would help attract more vets to the outback.
"Especially for rural and remote areas when trying to entice them to come out because they know they're not going to be on call-out after call-out," she said.
By Maddie Nixon
