Lebanon Pet Tele-health Services

Pet Tele-health Services for the Upper Valley

We know there's nothing more important to you than your pet's health and happiness. It's important to us, too - that's why we're here! To have time to care for everyone's pets and continue to be a resource for information, we're starting a new policy on June 1, 2021. The new policy is designed to better manage our time, as reliance on tele-health and email has increased exponentially for our doctors. Demand for phone consults and email communication has increased the daily hospital work load by a few hours a day. This is creating a backlog for appointments and more delays in getting back to clients within the usual 24 hours. We want to be able to provide this resource to clients, in addition to maintaining on-site appointments and surgeries, but it requires a shift in expectations.

You may have questions before or after an exam, and it's important you get the information you need for your pet's health. Our client care team and nurses can help you with questions before an exam. After every exam, our doctors can be available for one email or call at no additional charge. For all additional consultation with a doctor after the first email or call, there will be a charge of $10.00 per 5 minutes that the doctor is focused on your pet's case. Please understand that while our doctors are very knowledgeable, sometimes they must research a medicine, treatment, lab result, etc., or may even need to consult with a specialist - so while it may only take them 5 minutes to write an email to you, they may have spent quite a bit of additional time working on your pet's case first. Our doctors will also utilize our nursing staff to help delegate some communications.

For clients wanting a telephone consult, a review of pictures/video, or case management without an on-site exam, the fee will be $90 for a new problem consultation and $65 for a consultation for an ongoing problem, with each of these consultations taking up to 30 minutes. Additional communication through this method will be considered case management for an ongoing problem at $65 per 30-minute consult. This tele-health option is available to pets who have had a physical exam within the past 12 months. Tele-health consultations are not a replacement for annual on-site physical exams - our doctors need to physically examine your pet at least once per year to maintain an up-to-date health baseline they can use to accurately treat any other issues that arise, prescribe medications, and maintain the Veterinarian-Client-Patient Relationship.

We will try to be reasonable and fair during the transition period of implementing the new fee structure. We think this change will allow us to manage our time more effectively and to serve you and your pets even better very soon, and we're looking forward to that!

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