Vet advice from home: Could veterinary telehealth be right for you and your pet?

In the world of veterinary telehealth, there are no silly questions. Dr Claire Jenkins, Founder and CEO of telehealth service VetChat, says it’s simply about providing trusted advice when it’s needed most.

A healthcare emergency in the middle of the night – or worse still, in the middle of nowhere – is a challenge enough for humans. When it involves pets, it’s another difficulty level entirely.  

Many pet owners have experienced the shock and stress that accompanies an unexpected health crisis, particularly at a time or place when help is out of reach. That’s why in 2015, Dr Claire Jenkins founded VetChat.

“I’ve always loved helping pets and the people who care for them,” she says. “But over the years, I saw cracks in the system that couldn’t be ignored.” 

During her time in small animal practices across Australia and the UK, Dr Jenkins realised that pet owners were often unsure when to seek care, especially after hours. At the same time, vets were overwhelmed by their workload. 

“Many pet carers would turn to the internet, but without veterinary input, the required care came too late for some pets.” 

VetChat was established to bridge that gap. It offers trusted veterinary advice when it’s needed most, and provides support to both pet carers and vets. 

Good advice

Whether it’s 10pm on a public holiday or the middle of a working week, VetChat is available whenever pet parents need advice that can save lives – and sometimes does. 

“One owner told us our advice quite literally saved their dog’s life,” Dr Jenkins says. “They were hours away from a clinic, unsure what to do, and our vet guided them through the steps until they could get help.” 

And as pet ownership increases, the service VetChat provides becomes more important.  

“Clinics are under pressure and vet shortages are real,” Dr Jenkins says.  

“More people are expecting convenient, digital-first options, just like in human health. And that’s what we’re helping to provide: support for both pet carers and vets in a system that wasn’t working as well as it should.”

Vet relief

VetChat isn’t just for those on the receiving end of vet care; it’s also a great benefit for the vets themselves. 

“Vet work can be incredibly rewarding, but it’s also emotionally intense, high-pressure and often isolating,” Dr Jenkins says.  

“Burnout and mental health challenges are sadly too common, and vets are rethinking how they want to work. Telehealth gives vets a more sustainable way to practice.” 

In VetChat, vets have a work environment that’s supportive, connected and gives them control over their schedule. 

“They can work remotely, in shorter shifts, without the physical strain or emotional intensity of in-clinic emergencies,” Dr Jenkins says. “We prioritise team wellbeing, peer support and flexibility, and that’s been a game changer for many.” 

Make the call

Telehealth fills a critical gap in the veterinary sector. It gives pet carers access to expert advice when and where they need it, helps people make informed decisions and feel more confident in caring for their pets.  

While it doesn’t replace physical care, Dr Jenkins says it’s a wonderful complement. “It offers early triage, guidance and follow-up support,” she says. 

“It also reduces unnecessary emergency visits, supports rural and remote carers and helps keep clinic workloads more manageable.” 

These benefits helped VetChat find a niche in the industry, Dr Jenkins says. “Initially, there was skepticism. Vets were worried it would compromise care or be used as a shortcut.” 

But over time, the conversation shifted: “Vets and clinics began to see that telehealth could support – not replace – in-clinic care, and could actually lead to better outcomes.” 

Way to go

Today, VetChat works with clinics across Australia, and many in the industry – including PetSure – now view VetChat as a trusted partner in care.  

Most PetSure-administered insurance policies offer 24/7 access to the Live Vet telehealth service, itself powered by VetChat. In doing so, policy holders can get professional advice whenever and wherever they need it, thereby reducing the workload of vet clinics. Dr Jenkins says this is a great way for telehealth to serve the wider veterinary sector, but there’s still a way to go. 

“I’d love to see telehealth formally recognised as part of mainstream veterinary care, with appropriate regulatory frameworks including prescribing in certain cases,” she says.  

For now, VetChat simply makes it easier for insured pet carers to access advice, guide next steps and in many cases, avoid unnecessary stress, costs or delays.  

“It’s a great example of how insurance and digital care can work together to support better pet health outcomes.”

FAQs

What is veterinary telehealth?

Veterinary telehealth is an online service that connects pet owners with registered vets via video, chat, or phone — without needing to visit a clinic. It provides professional advice on pet health concerns, helps triage urgent situations, and guides owners on whether in-person care is needed.

When should I use a telehealth vet instead of a clinic?

Telehealth is ideal when you’re unsure whether a concern is urgent, it’s after hours, or you’re in a rural or remote area. It helps you make an informed decision quickly. For emergencies requiring physical examination, treatment, or surgery, an in-person vet visit is still necessary.

Can telehealth vets help in a pet emergency?

Telehealth vets can provide immediate guidance during a pet emergency, including advice on first aid steps and whether urgent clinic care is needed. While they cannot physically examine or treat your pet, early triage support can be critical — especially when a clinic isn’t immediately accessible.

Does pet insurance cover telehealth vet services?

Many PetSure-administered pet insurance policies include 24/7 access to a telehealth vet service at no extra cost. This means insured pet owners can get professional veterinary advice any time, day or night, as part of their existing cover — a genuine benefit beyond standard claims.

Is veterinary telehealth available after hours in Australia?

Yes, veterinary telehealth services like VetChat are available 24/7 across Australia, including after hours, weekends, and public holidays. This is particularly valuable for pet owners in areas with limited emergency clinic access, or when concerns arise outside of normal practice hours.

Can telehealth vets prescribe medication for my pet?

Currently, telehealth vets in Australia cannot prescribe medication in most cases, as regulatory frameworks for remote prescribing are still evolving. Telehealth is best used for advice, triage, and guidance. If your pet needs medication or treatment, you’ll need to follow up with an in-person vet.

How does telehealth support vets in Australia?

Telehealth offers Australian vets a more flexible and sustainable way to practise. It allows them to work remotely, manage their own schedules, and avoid the physical and emotional intensity of in-clinic emergencies — helping to address burnout and mental health challenges that are increasingly common in the profession.