In our analysis of over 2,000 customer reviews, one factor stood out as a cornerstone of trust and satisfaction: the professionalism and expertise of veterinarians. Mentioned in 19% of reviews, this reflects not just the technical skill of vets, but also their ability to communicate clearly, show empathy, and deliver solutions that reassure pet owners. For veterinary telehealth practitioners, this feedback highlights areas of excellence and opportunities to refine the virtual care experience.
Why Professionalism Matters in Veterinary Telehealth
When a pet’s health is in question, pet owners rely on veterinarians to inspire confidence and provide direction. Professionalism extends far beyond qualifications—it’s demonstrated through active listening, thoughtful care, and calm expertise that reassures clients in moments of stress.
Professional conduct means treating every question, big or small, as valid and worthy of a thoughtful answer.
Consider this testimonial from one customer:
“During my video conference with Dr. xxxxxxxx, I was impressed by her high level of professionalism and care. She listened attentively to my concerns, provided thorough explanations of her diagnosis and treatment recommendations, and gave valuable advice on my dogs’ health.”
Professional conduct—often described as “calm,” “caring,” and “thorough”—is a critical element in building trust and confidence in telehealth services. It can be the turning point for clients who might otherwise remain skeptical of virtual care.
Another reviewer highlighted how professionalism and attentiveness combined to make a meaningful difference:
“The veterinarian was extremely professional and knowledgeable. She listened carefully and didn’t rush through anything. I left the call feeling confident that my pet was receiving the best care possible.”
Clarity, Expertise, and the Power of Communication
Expertise alone isn’t enough. The ability to translate complex medical information into clear, practical advice is what sets exceptional telehealth providers apart. Pet owners need answers, not confusion, and they deeply value vets who can guide them through a diagnosis, treatment, or next steps with clarity and empathy.
Clarity of communication is about breaking down complex medical concepts into digestible terms, providing logical explanations, and illustrating next steps without leaving the pet owner feeling overwhelmed. It might mean explaining why a certain medication is necessary, detailing how to monitor your pet’s symptoms at home, or outlining what to do if concerns arise before you can schedule an in-person exam.
One reviewer praised this approach:
“The vet explained what to look for and gave me clear steps to follow until I could see my primary vet. Her instructions were straightforward, and her calm demeanor really helped me.”
Another noted how expertise, when delivered with warmth and clarity, brings peace of mind:
“Dr. xxxxxx was wonderful—thorough and compassionate. She explained everything clearly and gave us peace of mind during a stressful situation.”
Telehealth consultations inherently lack the physical presence of in-person care, which makes verbal clarity all the more critical. A simple, well-explained path forward not only builds trust but reduces client anxiety. For practitioners, focusing on communication—avoiding jargon, confirming understanding, and delivering actionable guidance—is a key area of improvement that clients notice and appreciate.
The Human Touch That Makes the Difference
Technical knowledge can solve problems, but it’s empathy that builds relationships. Many pet owners turn to virtual care during moments of uncertainty and stress. Practitioners who approach these situations with genuine understanding and compassion leave a lasting impact.
When a pet is suffering, owners often feel anxious, guilty, or even fearful. They want someone who not only knows the science but also understands the emotional toll that illness or injury can take. Empathy can come in many forms: validating the owner’s concerns, expressing sympathy for the pet’s discomfort, or even just allowing a moment for the owner to express their fears without interruption.
Here’s a poignant review that underscores how meaningful empathy can be:
“I was panicking when I called, but the vet was so compassionate and calming. She took the time to listen, reassured me, and gave clear advice. I felt so much better knowing my pet was in good hands.”
Empathy transforms consultations. Small gestures like acknowledging a client’s concerns, maintaining a calm tone, and providing emotional support can turn a moment of crisis into one of connection. Another reviewer wrote:
“Both the vet and the tech were amazing—they truly cared about my dog’s well-being. I appreciated how they listened to me and made me feel like we weren’t alone in this.”
For practitioners, weaving compassion into every interaction is an opportunity to strengthen bonds with clients and enhance the overall perception of telehealth services.
Thorough and Thoughtful Diagnoses
Attention to detail is often cited as a key differentiator in client feedback. Pet owners value thorough assessments and thoughtful recommendations that reflect a genuine commitment to their pet’s care.
Customers frequently praise vets who leave no stone unturned. For example:
“The veterinarian conducted a very thorough virtual assessment, guiding me through a physical exam and asking all the right questions. Her diagnosis was spot-on, and she gave us a clear treatment plan.”
Another pet owner appreciated detailed follow-up notes and a comprehensive approach:
“Dr. xxxxx’s notes were incredibly detailed, and she made sure to address both specific concerns and general health suggestions. I felt like my pet was receiving full-spectrum care.”
For telehealth practitioners, this kind of thoroughness assures clients that their pet is receiving the same level of care virtually as they would in person—a critical factor in retaining trust.
Why Telehealth Has an Advantage
In a typical brick-and-mortar practice, a veterinarian may feel pressure to move quickly from one patient to the next. In contrast, telehealth appointments can be designed to allow vets to thoroughly review a pet’s medical history, consider the owner’s concerns carefully, and think through a diagnosis without the constant interruption of waiting-room pressures. As a result, telehealth can encourage more deliberate, unhurried communication.
This format allows veterinarians to:
- Review Medical Records in Advance: Since appointments are often scheduled rather than walk-in, vets can examine the pet’s history, previous diagnoses, medications, and lifestyle factors before the call even begins, creating a more productive and personalized conversation.
- Ask More In-Depth Questions: Without the ambient noise of a waiting room or the need to hustle between exam rooms, vets can spend more time asking detailed questions that might uncover subtle symptoms or environmental triggers affecting the pet’s health.
- Provide Tailored Explanations: With a calmer pace, vets have the luxury of explaining conditions and treatments thoroughly, ensuring owners fully understand and feel comfortable with next steps. This level of customization enhances trust, as owners sense the vet’s genuine investment in their pet’s well-being.
- Follow-Up More Effectively: Telehealth platforms often store notes, instructions, and follow-up recommendations digitally. This streamlines the process of sending detailed care plans right after the call, so owners can review them at their convenience. Having this extra layer of clarity and documentation reinforces professionalism and fosters ongoing trust.
Ultimately, telehealth’s unique advantage isn’t just in convenience or accessibility—it’s in creating an environment where veterinarians and pet owners can engage in truly meaningful, informed dialogue.
What Veterinary Telehealth Providers Can Learn
As telehealth matures, providers have an opportunity to build long-lasting relationships with customers by investing in the pillars of trust: communication, empathy, thoroughness, and transparency. Here’s what businesses can take away:
- Prioritize Communication Skills
Technical knowledge is vital, but clear, empathetic communication is what builds trust. Consider training staff to simplify complex diagnoses, confirm understanding, and deliver advice in a calm, approachable manner. - Lead with Empathy
Empathy builds relationships. Acknowledge client concerns, maintain a reassuring tone, and treat every interaction as an opportunity to make clients feel seen, heard, and supported. - Ensure Thorough Assessments
In a virtual setting, thoroughness matters. Walk clients through at-home exams, ask detailed questions, and follow up with actionable guidance. Clients appreciate when every avenue is explored. - Highlight Your Team’s Expertise
Highlight credentials, success stories, and client testimonials that reflect your team’s professionalism and knowledge. Make expertise a core part of your messaging to instill confidence in potential clients.
The Impact of Professional, Knowledgeable Care
At the heart of this conversation lies a simple truth: when customers feel heard, understood, and respected—when they know that the veterinarian they’re speaking with is both highly knowledgeable and genuinely caring—they’re far more likely to trust the service and recommend it to others. This trust forms the backbone of long-term customer relationships in veterinary telehealth. It turns first-time callers into loyal clients who feel comfortable seeking advice virtually whenever they have a health concern about their pets.
As one reviewer succinctly put it:
“I was skeptical about virtual care, but the professionalism and knowledge of the vet won me over. She took the time to listen, reassured me, and gave clear next steps. I wouldn’t hesitate to use this service again.”
This kind of testimonial is exactly what telehealth providers strive for. It’s the best advertisement for what sets them apart: the human element that can shine through even a digital screen.
Looking Ahead: Stress Reduction and the Future of Telehealth
In our next post, we’ll explore how reducing stress—for both pets and their owners—is reshaping the telehealth experience. Stay tuned as we continue uncovering insights that help elevate the practice of veterinary telemedicine.
Correction: During our in-depth exploration of the second aspect—Professionalism and Knowledge of Vets—we expanded the scope of phrases used to measure this attribute. As a result, the figure increased from approximately 13% to 19% of reviews.