Telemedicine in veterinary practice — how to launch online consultations

Telemedicine in veterinary practice is no longer the future — it is the present. Clinics in Western Europe and the US generate 15–25% of their revenue from online consultations. In Bulgaria, few clinics still offer this service — which is a major opportunity for those who start now.

In this article we look at how telemedicine works, the benefits it brings, and how to implement it in your clinic.

What is veterinary telemedicine?

Veterinary telemedicine is the delivery of veterinary consultations via video, chat, or phone — without the animal being physically present at the clinic.

Important: Telemedicine does not replace a physical examination in serious cases. It complements traditional practice for certain categories of cases.

Which cases are suitable for online consultation?

Suitable for telemedicine

• Nutrition questions and diet advice
• Behavioural problems
• Post-operative follow-up
• Mild skin issues for monitoring
• Questions about medications and dosages
• Chronic conditions — regular check-ins
• Second opinion on an existing diagnosis
• Anxious owner without clear symptoms

Not suitable for telemedicine

• Emergencies — difficulty breathing, collapse, bleeding
• When a physical exam or tests are required
• Surgical procedures
• Vaccinations
• Unclear symptoms requiring palpation

The business model — how to monetize?

Pricing

Online consultations are usually priced at 50–70% of a physical visit.

Subscription model

Many clinics offer a monthly plan including X online consultations:

• "Health plan" — 2 online consultations/month + 1 physical exam/year = 12,78 €–20,45 € / 25,00–40,00 лв.1904
• Ensures recurring revenue and loyal clients

Legal framework in Bulgaria

There is no specific legislation in Bulgaria prohibiting or regulating veterinary telemedicine.

Important principles:

• Only registered veterinarians may give medical advice
• Telemedicine consultations must be documented like any other
• When in doubt — refer the client for a physical examination
• Do not prescribe prescription-only medicines without a physical exam

How to implement telemedicine step by step

Step 1 — Choose a platform

You need a video communication platform integrated with your management system. PetsManager includes a built-in online consultation module.

Step 2 — Define your services

Clearly define:

• What types of consultations you offer online
• Prices
• Working hours for online consultations

Step 3 — Train your staff

Telemedicine requires slightly different skills from a physical exam:

• How to ask the owner to show the animal correctly
• How to ask guiding questions
• When to refer for a physical examination

Step 4 — Communicate to clients

• Add information on your website
• Post on social media
• Inform clients at the next physical visit

Step 5 — Document everything

Every online consultation is recorded in the health record — date, symptoms, advice, recommendations.

Benefits for the clinic

Additional revenue stream Online consultations generate income without extra running costs — no consumables, no cleaning the waiting room.

Better use of time Between physical appointments — a 15-minute online consultation instead of an empty slot.

Wider geographic reach You can consult clients across the region — or even the country for specialized services.

More loyal clients Clients who get a quick online answer are significantly more loyal.

Benefits for clients

Convenience No travel, less stress for the animal, no waiting room.

Faster access For non-urgent questions — online consultation within hours, instead of waiting for a physical slot.

Lower cost Online consultations are more affordable — they attract clients who might otherwise not seek help.

Mistakes to avoid

Mistake 1: Trying to diagnose from video alone Telemedicine is for advice and guidance — not complex diagnoses. When in doubt — physical examination.

Mistake 2: No clear boundaries Set working hours for online consultations and stick to them. Without boundaries — clients expect a response 24/7.

Mistake 3: No documentation Every consultation must be documented — for legal protection and quality of care.

Mistake 4: Skipping a physical exam when needed When symptoms require a physical exam — say so directly. Better to refer the client than risk the animal's health.

Telemedicine with PetsManager

PetsManager includes a built-in online consultation module:

• Video consultations directly in the platform
• Automatic recording in the health record
• Online booking for consultations
• Online payment before the consultation
• Notifications and reminders
• History of all consultations

👉 Book a free demo

Conclusion

Telemedicine is an additional revenue stream with minimal investment. Clinics that have implemented online consultations report 15–25% revenue growth and significantly happier clients.

In Bulgaria the market is largely untapped. The first clinics to offer quality online consultations will have a significant competitive advantage.

PetsManager — cloud veterinary clinic management with a built-in telemedicine module. Book a demo →