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Vetster Virtual Care Practitioner - Practice Standards

Thank you for using Vetster! Here are a few reminders to you, our veterinary partners, to keep in mind while practicing on Vetster so clients and patients receive the best care possible.

Preparing for your appointment:
Depending on the amount of advance notice for an appointment, it is advised to prepare as best as you can for all your appointments. If you have specific questions or require your client to share files/photos with you prior to the appointment, please reach out to support@vetster.com with your appointment time and Reference ID, and make a request for the client to add this information. Our support team will then do their best to get this information added prior to the meeting, so you may review and prepare.

Privacy matters:
Vetster partners are known for their professionalism. When you’re taking an appointment, we ask that you find a quiet and private area. Refrain from taking appointments while in transit, around household family members, and in public settings. Clients deserve a veterinarian's undivided attention and this maintains a high standard of professional care.

Starting on time:
It is important to be both punctual and reliable for all your appointments in order to deliver the best experience and instill client confidence.

Completing the appointment (and medical record):
Once you’ve finished the in call session of the appointment, you will need to promptly complete the appointment record within 24 hours. Please fill in all notes, complete medical records, complete scripts (if any), and send follow-up booking requests (if needed). Payment for completed calls is processed once the appointment record has been completed. Additionally, please be aware that if you do not complete an appointment record within 24 hours of the in call session ending, your Vetster account may be paused and you may risk non-payment. We appreciate your compliance in this regard so clients can get the information they need as soon a possible, and we can ensure regulatory compliance.

Handling client no-shows/technical difficulties:
For client no-shows and those experiencing technical issues, we ask that you first reach out to our customer support team via chat or email (support@vetster.com). Our policy is that you stay on the call for at least 15 minutes. If the client doesn't show up for the appointment after 15 minutes please click the pop-up button "My client didn't show up" and immediately reach out to our live support team. If you note that your client appears to be having technical difficulties joining the call session, reach out to our customer support team immediately and remain on the call for a minimum of 15 minutes so our team can help the client to connect. In order to receive a partial payout for either these instances it is required that you connect with our customer support team. For the most updated information on this, click here.

Lighting your space:
Good lighting is key when it comes to creating a professional video experience. Try finding a room that offers enough natural or artificial light (without appearing oversaturated) so you can be seen clearly.

Maintaining a professional and personal image:
Vetster clients are far more likely to schedule an appointment if they can place a face to your name. When it comes to your profile photo, avoid blurry selfies and use polished headshots instead. Similarly, we ask you to show up to appointment calls appearing just as professional as portrayed in your profile photo.

Testing your device ahead of time:
Please make sure all software and hardware is working properly ahead of client calls. It's important to test your audio and visuals, and to ensure that your battery is all charged up. To do this, please login to Vetster ahead of time and navigate to "account", then "chat-settings", to test your device.

Thank you for contributing to a professional and enriching Vetster experience! We value our veterinary community and appreciate all you do.