Outcomes and Economics of Pet Telehealth (Data Presented at AMVA Convention 2022)
New data from whiskerDocs, Vet-AI, PetIQ, and similar industry partners shows that veterinary telehealth is delivering measurable improvements in access to care, clinical outcomes, and practice revenue across both the U.S. and U.K. markets.
Rapid Growth in Telehealth Demand
Consumer demand for pet telehealth has accelerated significantly. Overall engagement increased by 48 percent from 2019 to 2020, grew another 96 percent from 2020 to 2021, and rose nearly 290 percent over the two-year period. This growth was measured after normalizing data to remove outlier corporate accounts. Dogs accounted for 82 percent of interactions, while cats represented 18 percent, demonstrating broad adoption across companion animal populations.
Telehealth usage has shifted toward younger and pediatric pets. Interactions involving pediatric pets rose from 4 percent in 2019 to 35 percent in 2021, indicating earlier engagement with veterinary care. At the same time, pet owners increasingly sought guidance on preventive and recurring revenue services such as vaccines, parasite prevention, and routine testing, which are critical drivers of long-term practice value.
Earlier Intervention and Preventive Care Opportunities
Clinical Guidance That Drives Appropriate Care
In the U.K., telehealth consultations helped direct pet owners to the appropriate level of care. More than 57 percent of cases were managed safely with home-based care, 34 percent were directed to primary veterinary care, and fewer than 9 percent required emergency visits. In the U.S., whiskerDocs reported a clear or probable impact in 87 percent of cases, meaning telehealth directly influenced care decisions and appropriate escalation when needed.
Strong Outcomes and High Pet Owner Satisfaction
Follow-up surveys revealed strong clinical outcomes. Eighty-five percent of pet owners reported improvement or full resolution of their pet’s issue, including nearly 59 percent who reported complete resolution. Customer sentiment was equally positive, with 98 percent of pet owners stating that veterinary telehealth services are valuable.
Revenue Impact Through New Clients, Retention, and Compliance
Telehealth is proving to be a meaningful growth and revenue channel for veterinary practices.
- 49% of telehealth users engaging through free services were new leads, and 15% reported not having a primary veterinarian.
- Among new customers, an estimated 10–15% converted to in-person services following telehealth engagement.
- For existing clients, over 55% sought in-person care after a telehealth interaction, reinforcing retention rather than cannibalization.
- 70% of customers reported a higher likelihood of staying with providers that offer telehealth support.
A pilot program focused on customers with expired prescriptions demonstrated the revenue impact of telehealth outreach. Compared with email reminders alone, telehealth outreach more than doubled preventive care revenue, increased clinic visits, and helped re-establish annual veterinary-client-patient relationships.
Conclusion
These findings were presented at the AVMA Convention in 2022 and show that veterinary telehealth improves access to care and clinical outcomes while delivering tangible financial benefits. Practices that integrate telehealth are strengthening preventive care revenue, improving compliance, and building longer-lasting relationships with both new and existing clients.
