# “It’s Like Having a Map”: An Exploration of Participating Pet Owners’ Expectations of Using Telemedicine to Access Emergency Veterinary Care

## TL;DR

This study explores how pet owners feel about using telemedicine for emergency veterinary care when in-person visits are not possible.

## Contribution

The study provides new insights into pet owners' expectations and emotional experiences when using telemedicine for veterinary emergencies.

## Key findings

- Participants felt anxious and uncertain during veterinary emergencies and sought telemedicine for reassurance.
- Pet owners valued guidance and collaboration through telemedicine but preferred in-person care for comprehensive needs.
- Telemedicine was seen as helpful for providing clarity and comfort when in-person care was inaccessible.

## Abstract

Telemedicine is sometimes thought to increase access to veterinary care in certain contexts, such as when in-person care is inaccessible. To gain a better understanding of pet owners’ expectations of telemedicine services when in-person care cannot be accessed, interviews were conducted with telemedicine veterinary clients. The interviews revealed that participants experienced feelings of uncertainty and anxiety. Those feelings seemed to stem from the veterinary emergency they believed to be experiencing and the barriers they faced in accessing in-person care. Participants expressed value in the guidance, clarity, and comfort they gained from telemedicine, given their situation.

(1) Background: Telemedicine is increasingly recognized as a potential way to help overcome barriers to accessing veterinary care. This study explored pet owners’ perspectives on telemedicine services in situation they viewed as veterinary emergencies, focusing on both their access-to-care challenges and their expectations of such services. (2) Methods: Semi-structured, one-on-one interviews were conducted with 18 pet owners in Ontario, Canada. All participants were unable to access in-person care, leading them to a veterinary telemedicine service. Interviews were supplemented by an online questionnaire to collect demographic information. Thematic analysis was conducted on all interview transcripts. (3) Results: Participants’ expectations of telemedicine were largely informed by their uncertainty about their pets’ health in emergency situations. Anxiety was common, leading them to seek telemedicine for reassurance. Participants expected advice and guidance, viewing the process as collaborative. While acknowledging the benefits of telemedicine in their situation, participants also acknowledged the inherent limitations of this type of service, articulating a general preference for in-person veterinary care. (4) Conclusions: When in-person care is unavailable, telemedicine can offer pet owners valuable guidance, clarity, and comfort, although many pet owners may continue to prefer face-to-face consultations for comprehensive care.