FAQs
Telemedicine ↓
Teletriage Support ↓
Digital Communications ↓

FAQs

How Do I Sign-up?
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Just fill out this form and we will be in touch to set up your veterinary practice with our Telehealth services including Teletriage, Telemedicine, and a unified digital communications platform. 
What Service To You Offer?
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We are a Telehealth omni-platform that allows your veterinary practice to cater to your client’s and patient’s needs 24/7. When you leave the office for the day, GuardianVets is on call to speak with your clients and provide much-needed support. Your client will speak with a credentialed veterinary technician or a licensed DVM that will help assess the situation in a professional manner. We respect your VCPR and will not diagnose, prescribe, or treat your patient but simply determine whether the situation is emergent. We also provide DVMs, within your practice, a Telemedicine platform to communicate with pet owners through an IOS or Android application. You set your own Telemedicine fees and clients are charged prior to initiating a consultation. In addition, GuardianVets provides a communication platform for owners to text with the practice, request appointments and medication refills, and select veterinary products from a curated list that your practice generates.
Is After Hours Care Really That Big Of An Issue?
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Yes. The fact that you’re asking indicates that you’re both interested in improving customer service and likely not actively tracking the single most important lifeline for your business—your phones!

Think about how much you’re investing in obtaining new clients (e.g. billboards, postcards, events, etc) and maintaining existing clients (e.g. front of house staff to make sure calls are picked up, appointment reminders, etc). Easily $50k+ a year when you remember the staff costs, right?

Now think about this…What happens to that investment if a client tries to reach you and you’re unavailable?
How Will This Benefit Me And My Practice?
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A summary of our benefits is also provided below:

Service Quality: As pet owners ourselves, we know firsthand how difficult it can be to have a pet-health related question at night or during the weekend and only having the Emergency Room/Google searches as a resource. Our platform is an invaluable tool which provides your clients with peace-of-mind when they need it most. Also, it is a great way to differentiate yourself from the other veterinarians in your area!

Financial Return: When a pet owner is referred to the Emergency Room for non-emergencies, that is a missed opportunity for your practice to see that patient. Because our services work while your practice is closed, we help create new touchpoints for patient engagement and allow you to generate new appointments. By logging in to your dashboard, you can easily see what new appointments were generated while you were closed.

Work-Life Balance: It is exhausting to be on call every night, weekends and holidays. You miss a lot of your personal life and often have very little financial gain in return. Let us help you by handling your after-hours calls. YOU can decide if you want to be reached in case of an emergency.
How does Teletriage work?
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After signup, you will receive a call from one of our onboarding specialists to have an initial consultation. This is important for us to understand your greeting preferences, to understand where you would like us to direct actual emergencies, any special holidays or deviations from your normal hours of operation, etc. We also will ask you to send us your logo so that we can begin customizing your outreach program to your patients. We prefer to do this over the phone rather than automate it online because it gives you an opportunity to ask any remaining questions before going live.

At the completion of onboarding, we will mail you customized postcards that you can distribute in your practice, will coordinate all your social media/email notifications and will make sure your phone lines are properly set up. If you’d like, we can even provide you with a custom application so your patients can have video-on-demand consultations! Once the platform is set up, you will have access to an administrative dashboard where you can view key statistics such as: who called, when they called, what they called for, and how many appointment requests were generated.
Do I need training to start offering Teletriage?
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No, our set-up is easy as 1,2,3!

1. We integrate into your phone system. Our set-up is fast and will not disrupt any business operations.

2. We help you spread the word. We will help you with an outreach program, customized to your practice. So all of your clients are aware that after-hours teletriage is available.

3. You count the happy clients. You receive updates so you know exactly who is calling you, when they are calling, and why they are calling. All calls are recorded (and the audio is made available to your practice) and any appointment requests will be provided the same day.
How do you ensure high quality Teletriage service?
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It is in our mutual best interest to make sure we only hire and retain the highest quality licensed veterinary professionals (as well as team members in general). If you are interested in our services and would like to learn more about our team or speak directly with one of our DVMs, please let us know! We have also spent considerable time developing evidence-based protocols and clinical guidelines to assist our team members during the triage process. These protocols are in place to provide a consistently high standard of care. Last but not least we are extensively reaching out to regulatory bodies to stay ahead of industry best-practice.
Does Teletriage Violate VCPR Regulations?
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No. We have carefully worked with our legal team and various regulatory bodies to make sure that our teletriage services do not establish any VCPR. Our doctors do not in any way provide diagnoses nor are we a substitute for a physical examination. Our triage team does not provide a prognosis or prescribe medications. To be clear, our Teletriage team DOES NOT provide Telemedicine. We do, however, provide triage support, assist owners in determining emergent versus non-emergent concerns, and assist with scheduling appointments with the practice the following day.
What about liability during Teletriage? Will my practice have additional liability?
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This is a question we get frequently and one we are happy to answer. We have 3 broad lines of defense regarding liability for our Teletriage services:

1. Disclosures/Terms of Use: to both our practices and to the pet owners we serve, we explicitly remind our customers that GuardianVets does not provide any medical diagnosis or establish VCPR. Consultations are for triage assistance (determining emergent versus non-emergent situations) only.

2. Insurance Coverage: our licensed veterinary professionals are covered by PLIT insurance and our business has its own umbrella policy coverage in place.

3. Training and quality control: Our licensed veterinary professionals are extensively trained in providing triage support and have strict guidelines to help them err on the side of caution should an ambiguous situation arise with a pet.
What are your hours of operation?
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Our software can intelligently recognize your hours of operation and will only become active when you are closed. Typically, this means weeknights from 6 pm to 6 am. We also are available weekends 24/7 and around-the-clock during major holidays.
How much do your services cost?
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Our software can intelligently recognize your hours of operation and will only activate when you are closed or your phones are forwarding. GuardianVets is able to provide Teletriage services 24/7. That means holidays, weekends and even midday temporary closures. 

Should you decide to use our telemedicine applications, services are provided by you, using our platform, so you are able to set your own hours either during the day or during the evening.
What if I currently have an AAHA-accredited practice?
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Great! Just let us know and we will make sure that you get the special AAHA Member rate.
How much do your services cost?
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Our pricing depends on factors related to your veterinary practice. For example, how big is your practice? How many active clients do you have? What is your average transaction size? What demographic of pet owners do you service? The veterinary industry is extremely diverse and therefore, we have different options to cater to different needs. Above all, we will make sure that you see a return on investment. At the end of the day, we know this is a very large but very small industry. Everyone knows each other! Our goal is to make sure you continually see our value and help us spread the word organically through referrals. Good client service is good business.
Are there any additional discounts available?
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Yes!  We work with certain state VMAs as a preferred vendor.  Ask us if we work with yours.  If we don’t, please contact your state VMA and recommend us.

Telemedicine

How can I integrate Telemedicine into my workflows?
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You can integrate Telemedicine into your workflow on a scheduled or unscheduled basis. You can schedule Telemedicine appointments throughout your work day.  You can also utilize the on-demand feature during days, evenings, and weekends.
How much should I charge for Telemedicine consults?
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This depends on what type of appointment you are scheduling and how long it will take you. Most Telemedicine appointments are priced similar to recheck appointments as a starting point. Duration of the appointment will need to be factored in. Also, consider the convenience you are providing to owners, which is invaluable to them.
Does my state allow Telemedicine?
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Please become familiar with your state’s practice act. Your VMA can also answer questions about interpretation of practice act language and regulations.
Can you integrate into our PMS?
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We integrate into the most common PMS. Check with your GuardianVets sales team member or email us directly.
Are you going to connect my clients with a third party or competitor?
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No. You will provide Telemedicine to your clients within your valid VCPR.
Is this branded for my practice?
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Yes! Your hospital logo or photo is featured on the Pet Owner app.  Your clients connect with your practice doctors during Telemedicine appointments.  Your preferred products are featured in the MarketPlace feature on the Pet Owner app.
How do I charge my clients for this?
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Your clients are required to enter credit card information prior to scheduling a Telemedicine appointment. You set your prices for the various consultation types (see below) that you will offer. Payment is taken prior to an appointment being connected with you.
How long does this take to set up?
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Practice set-up is usually completed within 24-48 hours.
Are there any legal considerations when providing Telemedicine to my clients?
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Yes! Please refer to your state practice act and current regulations and follow those established Telemedicine guidelines. If an established VCPR is lacking, a veterinarian may only provide general advice. This advice should not contain a diagnosis, prognosis, or treatment, and should be non-specific in nature.  You should also ensure proper malpractice insurance is in place.
Should I use Telemedicine to practice across state lines?
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Not without careful consideration and planning. Please refer to all state practice acts that are relevant to your particular situation. It is also important to consider proper licensure in all relevant states and important to determine whether a valid VCPR is present.
What are some appropriate ways to use Telemedicine?
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Telemedicine MAY be appropriate for the following situations, provided that a valid VCPR is in place and that professional services can be safely provided to your patient:

—Recheck exams
—Post-operative follow ups
—Behavioral consultations
—Nutritional consultations
—Certain dermatology concerns
—Certain orthopedic concerns
—Daytime triage to determine the need for a physical visit
—Hospice care
What situations should I avoid when using Telemedicine?
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Telemedicine is NOT appropriate for the following situations:

—New, non-established patients or clients
—Presentations that require an in-person physical exam
—Presentations where the patient is not residing within the state that you practice in and are licensed in
—Any medical or practice scenario that does not meet your state’s practice act regulations
—Situations where you do not have adequate lighting, telecommunication, or cannot safely communicate with the owner in order to advise, diagnose, and/or treat.

Teletriage Support

Is Teletriage the same as Telemedicine?
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No, Teletriage is not the same as Telemedicine!  GuardianVets’ Teletriage is provided by a group of credentialed and licensed veterinary nurses and licensed veterinarians answering your practice’s calls after-hours. The team works with your clients to determine whether they have emergent or non-emergent concerns based on a series of questions about their animal. Our team DOES NOT diagnose, treat, or prescribe.
How does Teletriage work?
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When a triage team member answers a call, they first identify themselves and confirm they are answering for your hospital. The medical inquiry is then triaged using a systematic, comprehensive questionnaire, thus determining whether the issue is emergent or non-emergent.  Emergent cases are referred to your ER of choice or your on-call doctor.  Non-emergent cases are either scheduled with your hospital the following day OR a request is generated to have your hospital contact the client the following business day.
What if I am on-call?
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If you prefer to be on-call, emergent calls are forwarded to you via direct phone transfer or you can receive a text notification to contact a specific client about the triaged emergent issue.
What if my hospital rotates the on-call?
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Your practice provides GuardianVets with an on-call schedule so we can be sure to contact the appropriate doctor.
Do you document and record everything?
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Yes! All calls are recorded and the audio is made available to you. Every triage consultation is documented via email as well and sent to designated email addresses as soon as the call concludes.
How can we monetize this?
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Teletriage is best monetized by having non-emergent cases seen at your practice the following day.  Owners call when they have concerns.  The question should not be IF you should see someone, but HOW SOON you should see someone.  Return on investment is greatly impacted by the quality of your customer service. Having a practice representative available 24/7 is excellent customer service.
What about liability concerns?
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All members of the triage team have extensive general and emergency practice experience. They are covered under both our business insurance and malpractice insurance.

Digital Communications

What is digital communication and how does it relate to Telemedicine or Teletriage?
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The basic definition of digital communication is any communication that is done over the Internet. GuardianVets provides an all encompassing digital communication platform through three tiers of service.

1. We provide Teletriage with our licensed veterinary nurses and DVMs to serve a practice’s client base after hours.  
2. We also provide a Telemedicine platform for practice DVM’s to communicate directly with their clients through text and/or video.  
3. Lastly, we provide GV Comm, which is a central communication hub, that allows CSRs and other office personnel to communicate with your clients during the day via chat or by phone.
Can I schedule physical appointments through GV Comm?
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Yes! If GuardianVets is integrated into your practice management system, appointment scheduling is easy. Appointment requests can also be generated by your clients via the Pet Owner app.
Do you provide training in the use of GV Comm?
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Yes. There is a video tutorial with a general overview.  There is also additional information provided during the on-boarding process.
What does GV Comm cost?
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Please contact your GuardianVets sales team member for individual pricing.  Prices currently depend on predicted usage.

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1801 W Belle Plaine Ave, Suite 205


Chicago, IL  60613


Company

Mission & ValuesOur NetworkOur Team

Solutions

Independent PraticesCorporate Groups

Support

FAQROI Calculator

Contact

(866)-744-7807
1801 W Belle Plaine Ave, Suite 205
Chicago, IL  60613