Introduction
When a pet emergency strikes, quick access to veterinary care can make all the difference. But what happens when an in-person vet isn’t available—especially after hours or in remote locations? A new Canadian study sheds light on how pet owners use telemedicine in urgent situations, revealing that remote veterinary consultations can provide crucial guidance and peace of mind, even if they aren’t a full replacement for hands-on care.
As telemedicine becomes more common in human and animal health, understanding its strengths and limitations is essential for pet owners and veterinary professionals alike. This research offers timely insights into how telehealth services are being used for pets in distress, and what owners can realistically expect from virtual emergency advice.
Research Background
The COVID-19 pandemic accelerated telemedicine adoption across healthcare sectors, including veterinary medicine. While routine veterinary consultations adapted relatively quickly to remote formats, the application of telemedicine to emergency and urgent care situations presented unique challenges that had not been systematically studied from the pet owner perspective.
Emergency veterinary situations often involve high stress, time pressure, and complex decision-making for pet owners. Prior research had focused primarily on clinical outcomes and veterinary perspectives on telemedicine adoption, with limited exploration of the pet owner experience during emergency situations when in-person care is unavailable.
This study addresses that gap by examining how pet owners actually experience and perceive telemedicine during some of their most stressful moments—when their beloved companion needs help and traditional veterinary care isn’t immediately accessible.
Study Details
This qualitative research used semi-structured interviews and thematic analysis to explore pet owner experiences with veterinary telemedicine during emergency situations. The study was conducted in Ontario, Canada, over six months during 2023.
Participants and Methods:
- 18 pet owners who had used telemedicine for perceived pet emergencies
- Age range: 24-67 years (average 41.3 years)
- 72% female participants, 67% with post-secondary education
- Emergency types: injury (39%), illness symptoms (33%), behavioral concerns (17%), medication questions (11%)
- 72% of emergencies occurred after hours, 61% on weekends
Researchers conducted 45-90 minute interviews exploring owners’ experiences, expectations, and perceptions of telemedicine during emergency situations. Data was analyzed using inductive thematic analysis to identify key patterns and themes.
Key Findings
Primary Results
The research revealed five major themes that defined pet owners’ experiences with emergency telemedicine:
“Like Having a Map” - Guidance and Direction: Participants consistently described telemedicine as providing crucial guidance when they felt “lost” during emergencies. As one dog owner explained, “I felt like I had no idea what to do, and then talking to the vet was like having a map when you’re completely lost.”
Reassurance and Emotional Support: Beyond clinical guidance, telemedicine provided significant emotional support. Many owners reported that simply speaking with a veterinary professional helped reduce panic and anxiety, allowing them to think more clearly about their pet’s situation.
Valuable Stopgap Service: All participants viewed telemedicine as a helpful bridge rather than a complete substitute for in-person care. They appreciated its triage function—helping determine urgency and appropriate next steps—while understanding its limitations.
Secondary Findings
Access Benefits: The convenience of 24/7 availability was particularly valued, especially for rural owners or during after-hours emergencies when traditional care wasn’t accessible.
Collaborative Communication: Owners felt heard and respected during consultations, describing the experience as working together with the veterinarian to develop appropriate care plans.
The study found that the vast majority of participants reported telemedicine provided valuable reassurance and guidance during their emergency situations, with most saying it helped them make more informed decisions about their pet’s care.
Implications for Pet Owners
What This Means for You
If you find yourself facing a pet emergency and can’t reach a veterinarian in person, telemedicine can be a valuable resource. The research shows that remote consultations excel at providing:
- Professional triage guidance to help determine if a situation requires immediate emergency care or can wait
- Step-by-step instructions for immediate home care and monitoring
- Emotional support and reassurance during stressful situations when you feel overwhelmed
- 24/7 accessibility when regular veterinary offices are closed
However, it’s important to understand telemedicine’s role as a “stopgap” service. Remote veterinarians cannot perform physical examinations, diagnostic tests, or emergency procedures. Think of telemedicine as an expert guide to help you navigate the situation until in-person care becomes available.
When to Consult Your Veterinarian In Person
The study participants learned to recognize when telemedicine consultation was appropriate versus when immediate hands-on care was needed. Always seek in-person emergency care if your pet shows signs of:
- Difficulty breathing or respiratory distress
- Severe bleeding that won’t stop
- Collapse or unresponsiveness
- Seizures or convulsions
- Sudden paralysis or inability to move
- Ingestion of known toxins or foreign objects
As the research showed, telemedicine veterinarians are skilled at recognizing when situations require immediate escalation to emergency clinics. Trust their judgment when they recommend seeking immediate in-person care.
During stressful moments, having familiar comfort items like high-value treats or regular food can help keep your pet calm while you follow telemedicine guidance.
Study Limitations
This study focused on a small, self-selected group of pet owners in Ontario who were able and willing to use telemedicine during emergencies. Results may not reflect the experiences of owners in other regions, those with limited internet access, or individuals less comfortable with technology. The qualitative design provides rich, detailed insights but cannot quantify outcomes like clinical success rates or cost savings. Future research should assess broader populations and investigate clinical outcomes for pets managed via telemedicine in emergencies.
Bottom Line
When faced with a pet emergency and no immediate access to in-person veterinary care, telemedicine can serve as a valuable lifeline. This research demonstrates that remote consultations excel at providing what pet owners need most during stressful moments: professional guidance, emotional reassurance, and clear direction on next steps.
The key to successful telemedicine use is understanding its role as an expert triage and guidance service rather than a replacement for hands-on emergency care. Pet owners who approach telemedicine with realistic expectations—viewing it as a “map” to navigate emergency situations—consistently report positive experiences and outcomes.
Actionable recommendations from this research:
- Keep telemedicine services readily available for after-hours emergencies
- Use remote consultations to determine urgency and appropriate response
- Trust veterinary guidance on when to seek immediate in-person care
- Prepare basic comfort items to help keep pets calm during consultations
For pet owners, especially those in rural areas or facing after-hours emergencies, telemedicine offers access to professional veterinary guidance that can make the difference between panic and informed decision-making when your beloved companion needs help most.
Recommended Products
Based on the research findings discussed in this article, we’ve carefully selected these top-rated products to help you prepare for emergencies and support your pet’s health during stressful times. These products are chosen for their quality, customer satisfaction, and alignment with the scientific evidence presented.
Temptations Classic Crunchy and Soft Cat Treats Tasty Chicken Flavor, 30 oz. Tub
Meow Mix Original Choice Dry Cat Food, 6.3 Pound Bag
Purina Friskies Gravy Wet Cat Food Variety Pack, Surfin’ and Turfin’ Prime Filets Favorites - (Pack of 40) 5.5 oz. Cans
Wholistic Pet Organics Canine Complete Dog Multivitamin - 1 Lb
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Expert Comment
“Telemedicine is not a replacement for emergency care, but it can be an invaluable first step for triage and emotional support when owners are unsure what to do,” says Dr. Sarah Gorman, DVM, a veterinary telehealth consultant. “It empowers pet owners to make better decisions and may help prevent unnecessary delays or travel during critical moments.”
Next Steps in Research
Future studies should examine telemedicine outcomes for a wider range of emergencies and pet populations, including rural areas and owners less familiar with technology. Quantitative research comparing clinical results, costs, and owner satisfaction between telemedicine and in-person emergency care will help clarify when and how remote consultations offer the most value.
References
- Veterinary Sciences. (2024). Telemedicine in Pet Emergency Care. Veterinary Sciences (MDPI). https://doi.org/10.3390/vetsci12050460
- Quinton, J. et al. (2022). Owner and Veterinary Experiences with Telemedicine in Emergency Care. Frontiers in Veterinary Science. https://doi.org/10.3389/fvets.2022.856995
Disclaimer
This article summarizes peer-reviewed research for educational purposes. Always consult with your veterinarian for personalized advice about your pet’s health and behavior.
