How Online Veterinary Hospice Consultations Work: Step-by-Step With Real Examples

If you’ve never had an online vet consultation before, you might be wondering exactly how it works. What do you need to prepare? What will the vet ask? How can they assess your pet through a screen? As a hospice vet who has conducted hundreds of video consultations, I’m going to walk you through the entire process—from booking to follow-up—so you know exactly what to expect.

Let me show you how online consultations work with real examples from my practice at Dignipets.

What Is an Online Vet Consultation?

An online vet consultation is a virtual appointment where you connect with a qualified RCVS-registered veterinary professional via video call. Since well before the pandemic, I was using video calls with our clients as a supportive tool in providing affordable guidance for my hospice clients. It will never be “instead of” traditional veterinary care, but it can be invaluable as a first step in many situations.

Now let’s walk through exactly how it works.

Step 1: Deciding If an Online veterinary hospice consultation Is Right for Your Pet

Before booking, consider whether your situation is appropriate for a video consultation.

Online veterinary hospice consultations Work Well For:

• Quality of life assessments for elderly or poorly pets
• Monitoring chronic conditions like arthritis or kidney disease
• Assessing pain levels in pets who find travel stressful
• Guidance on whether symptoms warrant an urgent vet visit
• Second opinions on difficult decisions
• Support with end-of-life timing and decisions
• Support in decision making on your pet’s environment
• Support on balancing your pet’s preferences while preserving or improving Quality of Life

You Need an In-Clinic Visit For:

• Emergency situations (acute pain, difficulty breathing, collapse)
• New conditions that need diagnosis
• Any situation requiring physical examination or diagnostic tests
• Prescriptions for medication

Real Example: Sarah’s 14-year-old Labrador, Max, has arthritis and has been more reluctant to go on walks lately. She’s worried about his quality of life but doesn’t want to stress him with a car journey. This is perfect for an online veterinary hospice consultation.

Real example: Mr and Mrs Wilson’s cat Fluffy has been diagnosed with kidney failure at the family practice a few months ago. The family is following all the advice from their family vet, but Fluffy has started to deteriorate. They are considering euthanasia but are concerned they are making the decision prematurely. This is perfect for an online veterinary hospice consultation.

Step 2: Download the App and Create an Account

Most online veterinary services, including Dignipets, use a dedicated app to make the process smooth and secure.

What You’ll Need to Do:

1. Download the free app (available on iOS and Android)
2. Create an account with your email address
3. Add your pet’s basic information (name, species, breed, age)
4. Accept the terms and privacy policy

Why an app? Apps provide secure video connections, allow you to upload documents and photos easily, store your pet’s records, and make booking appointments straightforward.

Real Example: Sarah downloads the Dignipets app on her smartphone, creates her account, and adds Max’s details in about 5 minutes.

Step 3: Complete the Quality of Life Assessment

This is one of the most important steps, and it’s what makes online veterinary hospice consultations particularly valuable for elderly and poorly pets.

What Happens:

• You’ll be asked to complete at least one Quality of Life (QoL) scoring assessment
• This typically includes questions about your pet’s:
  • Appetite and drinking
  • Mobility and activity levels
  • Interaction with family
  • Pain or discomfort signs
  • Breathing and bathroom habits
  • Overall demeanour and happiness

Why This Matters:

At Dignipets, we’ve found that using this assessment helps us guide pet owners who struggle with judging their pet’s quality of life. As hospice vets, we always talk about quality of life in poorly and elderly pets. It’s something that is so intricately linked with the bond we have with our pets. We want them to feel good and to have a good life, but sometimes it’s hard to know how they are doing without getting some support.

The assessment gives us valuable baseline information before we even see your pet on video.

Real Example: Sarah completes the QoL assessment for Max, noting that he’s still eating well but struggling with stairs, sleeping more, and seems stiff in the mornings.

Step 4: Upload Medical History and Photos/Videos

To make the most of your consultation, gather relevant information beforehand.

What to Upload:

• Recent medical records from your regular vet
• Any previous test results or diagnoses
• Current medications and supplements
• Photos or short videos of your pet showing:
  • How they walk or move
  • Problem areas (skin issues, lumps, etc.)
  • Their general demeanour and behaviour at home

Why Videos Are So Valuable:

I love seeing pets on video—it is better and much more useful than a simple phone conversation. Within our practice, we use online vet consults for varied reasons, but most commonly for guidance in decision making, assessing quality of life, and helping with assessing chronic pain.

We also have an area where you can upload and share videos and pictures easily on the application with the click of a button.

Real Example: Sarah uploads Max’s veterinary records showing his arthritis diagnosis from 18 months ago. She also uploads a short video of Max walking slowly around the garden and struggling to get up from his bed.

Step 5: Book Your Appointment

Once your assessment and uploads are complete, you can select a convenient appointment time.

What to Expect:

• Choose from available time slots (most services offer appointments 6-7 days a week)
• Select the type of consultation you need
• See the price upfront (at Dignipets, consultations range from £30 to £145 depending on what you need)
• Receive confirmation via email and in-app notification

Typical Wait Times:

For most online consults, we would ask you to complete at least one Quality of Life scoring test in our free Dignipets application and upload medical history. The sooner that is completed, the sooner we can accommodate you with your appointment.

Real Example: Sarah books a Quality of Life assessment consultation for the following afternoon at 2pm, costing £60. She receives a confirmation email with instructions for joining the video call.

Step 6: Prepare for Your Video Consultation

The day of your appointment, there are a few things to prepare to make the consultation as effective as possible.

Technical Requirements:

• Smartphone, tablet, or computer with camera
• Stable internet connection (basic broadband is fine)
• The app downloaded and logged in
• Ensure your device is charged or plugged in

Environmental Setup:

• Have your pet in a comfortable, well-lit room
• Natural lighting is best—position yourself near a window if possible
• Minimise background noise and distractions
• Have treats or toys handy to encourage your pet to move if needed

Who Should Be Present:

• Your pet (obviously!)
• All household members involved in care decisions
• Anyone who helps with daily pet care

Real Example: Sarah sets up in her living room where Max spends most of his time. She positions herself near the patio doors for good natural light and has Max’s favourite treats ready. Her husband joins her as they both care for Max.

Step 7: The Video Consultation Itself

This is where the magic happens. Here’s what a typical consultation looks like:

Initial Discussion (5-10 minutes):

The vet will:

• Introduce themselves
• Review the QoL assessment you completed
• Ask detailed questions about your concerns
• Discuss your pet’s medical history
• Understand what you’re hoping to get from the consultation

Visual Assessment (10-15 minutes):

The vet will ask you to:

• Show your pet resting and relaxed
• Encourage them to walk or move around
• Show any problem areas up close
• Demonstrate interactions (does your pet respond to you?)
• Position the camera for different angles

What We’re Looking For: Pets often hide their pain when stressed or in a different environment. Being able to see them at home means we have an immediate advantage when we do our pain assessments.

At Dignipets, we use online consults to assess chronic pain in pets. We can observe things like:

• How easily they rise from lying down
• Their gait and posture when walking
• Facial expressions indicating discomfort
• Breathing patterns
• Interaction levels with family
• Subtle signs of pain they might hide at the vet clinic

Discussion and Guidance (10-15 minutes):

The veterinary professional will:

• Share their observations and professional opinion
• Discuss quality of life honestly and compassionately
• Provide guidance on pain management or comfort measures
• Suggest whether an in-person vet visit is needed
• Answer all your questions
• Create an action plan together

Typical Consultation Length:

Most online veterinary hospice consultations last 30-45 minutes in total.

Real Example: During Max’s consultation, the Dignipets hospice nurse watches him walk, noting that he favours his right hind leg and takes a few moments to stand. They discuss his reduced enthusiasm for walks and his difficulty with stairs. The hospice consultant explains that these are signs his arthritis pain may not be fully controlled. They recommend Max see his regular vet for a medication review but reassure Sarah that his overall quality of life is still good—he’s just uncomfortable and could benefit from better pain management.

Step 8: Receive Follow-Up Notes and Care Plan

After your consultation ends, you’ll receive documentation of everything discussed.

What You’ll Receive:

• A summary of the consultation
• The vet’s observations and assessment
• Recommendations for next steps
• A care plan or monitoring guidance
• Resources or information sheets if relevant

Sharing with Your Regular Vet:

You can send yourself a PDF report which you can then share easily with family, friends, or your veterinary practice. Absolutely, it will give them great insight into what happens at home with your pet.

Real Example: Sarah receives a detailed report explaining the observations about Max’s mobility and pain indicators. The report includes specific recommendations to discuss with Max’s regular vet, including a request to review his current pain medication dosage. Sarah forwards this to her local practice before Max’s follow-up appointment the following week.

Step 9: Follow the Care Plan

The consultation doesn’t end when the video call finishes—now you implement the guidance you’ve received.

Possible Next Steps Might Include:

• Booking an in-person vet appointment for medication or tests
• Monitoring specific symptoms using the QoL tracker
• Making environmental changes at home (ramps, softer bedding)
• Scheduling a follow-up online veterinary hospice consultation
• Implementing comfort measures suggested by the vet

Real Example: Following the consultation, Sarah books Max in with his regular vet, who increases his pain medication. She also orders a ramp for the back steps and moves Max’s bed to the ground floor to avoid stairs. She continues tracking Max’s quality of life in the app.

Step 10: Schedule Follow-Up Consultations (If Needed)

Many situations benefit from ongoing monitoring and support.

When Follow-Ups Are Useful:

• Checking if medication changes have helped
• Reassessing quality of life as a condition progresses
• Additional guidance as circumstances change
• Continued support with difficult decisions

Pricing for Follow-Ups:

At Dignipets, follow-up appointments are available for the same price, as in our experience they can take the same amount of time and require the same expertise.

Real Example: Three weeks later, Sarah books a follow-up consultation. The hospice consultant is delighted to see Max moving more comfortably on his increased medication. They discuss further comfort measures and Sarah feels reassured that Max’s quality of life has improved significantly.

Real-World Example: End-of-Life Support

Let me share another common scenario we see at Dignipets.

The Situation: Tom’s 16-year-old cat, Bella, has kidney disease. She’s been managing well for two years, but lately she seems more withdrawn and is eating less. Tom is struggling with whether it’s time to let her go but feels guilty even thinking about it.

The Process:

1. Tom downloads the app and completes a QoL assessment
2. He uploads videos of Bella in her favourite sunny spot, showing her sleeping more and barely touching her food
3. He books a consultation specifically for end-of-life guidance
4. During the video call, the hospice consultant observes Bella and has a compassionate conversation with Tom about quality of life
5. The hospice consultant helps Tom understand that Bella is showing signs that she’s tired and uncomfortable
6. They discuss that choosing to help her pass peacefully is an act of love, not betrayal
7. Tom receives a care plan for keeping Bella comfortable and information about home euthanasia services

The Outcome: Last but not least, we find online veterinary hospice consultations so useful in helping pet owners that struggle with the timing of letting a pet go. It can be comforting getting a second opinion and doing so without having to move your pet also makes it completely stress-free.

Tom felt supported in his decision and Bella was able to pass peacefully at home the following week, surrounded by love.

A quote from one of our hospice vets:
“As a hospice vet, I am continually moved by the profound bond between people and their pets. When we talk about quality of life, caregivers often find reassurance in hearing a professional perspective. Deep down, they usually know how their beloved companion is doing, but the fear of loss can cloud clear thinking. Having the chance to talk openly, in a safe and non‑judgmental space, often gives them the clarity and comfort they need to make the right decisions.”

Real-World Example: Chronic Pain Management

Here’s another scenario that shows how online veterinary hospice consultations work for ongoing conditions.

The Situation: Emma’s 12-year-old Border Collie, Jess, was diagnosed with hip dysplasia three years ago. Emma has been managing it well with medication, but recently Jess has been reluctant to jump into the car and seems less enthusiastic about her evening walks.

The Process:

1. Emma downloads the Dignipets app and creates Jess’s profile
2. She completes the Quality of Life assessment, noting changes in Jess’s mobility and enthusiasm
3. She uploads videos showing Jess hesitating at the car and moving more slowly on walks
4. She uploads Jess’s medical records from her regular vet showing the hip dysplasia diagnosis and current pain medication
5. During the consultation, the hospice consultant watches Jess move around the house and garden
6. The hospice consultant identifies subtle pain indicators Emma hadn’t noticed—a slight head bob when walking and taking longer to settle when lying down
7. They discuss pain management options and environmental modifications

The Outcome: The hospice consultant recommended Emma discuss increasing Jess’s pain medication with her regular vet and suggested adding joint supplements. They also recommended a ramp for the car and shorter, more frequent walks. Emma received a detailed report to share with her local vet, who adjusted Jess’s medication. Within two weeks, Jess was back to her happier self, and Emma continued using the QoL tracker to monitor her progress.

Real-World Example: “Is This an Emergency?”

Sometimes pet carers aren’t sure if their pet needs urgent attention. Here’s how online veterinary hospice consultations can help.

The Situation: It’s 7am on a Friday morning. James’s 9-year-old cat, Milo, has been vomiting a few times throughout the evening. Milo seems a bit quiet but is still moving around. James isn’t sure if he should rush to an emergency vet or wait until later for his regular practice.

The Process:

1. James calls the Dignipets 24/7 reception line (our reception is 24/7 because we feel that everyone who is a carer for a pet with a life-limiting illness should be able to talk to a human being whatever time of day)
2. He books an urgent online veterinary hospice consultation for within the hour
3. He quickly completes a basic assessment in the app and uploads a video of Milo
4. During the video call, the hospice consultant observes Milo’s behaviour, breathing, and demeanour
5. The hospice consultant asks specific questions about the vomiting, what Milo might have eaten, and other symptoms

The Outcome: The hospice consultant determined that whilst Milo needed to see a vet, it wasn’t immediately life-threatening and could wait until later when James’s regular practice opened. They provided guidance on monitoring  and specific warning signs that would require an emergency visit. This saved James an expensive emergency vet bill and spared Milo a stressful trip. Milo saw his regular vet the next morning and was treated for a mild digestive upset.

Why the Home Environment Matters

Throughout all these examples, one thing stands out: seeing pets at home gives us crucial information we can’t get in a clinic setting.

Many elderly pets can find travelling quite stressful or in some cases painful, which can make it tricky when you have a worry, or you are unsure about something. Some pets are lucky enough to have a travelling vet for their check-ups, but sadly these are far and few between. It’s often not possible for vets in traditional practices to travel out of the practice, as they have patients in the building that they cannot leave unattended.

Seeing a pet on video in their own environment and seeing how they move and interact with their family helps with assessing quality of life, as well as being able to catch out those that really need to see a vet in person.

Quote from one of our hospice nurses:

“One of the things I love about video consultations is the chance to glimpse a pet’s real life — seeing them at home, relaxed and comfortable with their family. It offers a completely different perspective and allows us to give guidance in a way that’s more natural and tailored than what we could provide in a consulting room.”

What Technology Do You Need?

Let’s be practical about what you’ll need for your consultation:

Device Options:

• Smartphone (iPhone or Android)
• Tablet (iPad or Android tablet)
• Laptop or desktop computer with webcam

You can use either a smartphone or computer. It is important your pet is present and the carers involved with decision making.

Internet Requirements:

It is important to have basic internet access. You don’t need super-fast broadband—a standard home internet connection or even 4G mobile data will usually work fine.

App Requirements:

Do you need to create an account or download an app? Yes, our Dignipets application is completely free and will guide you through the whole process.

What to Prepare Before Your Consultation

Documents to Have Ready:

• Your pet’s medical records from your regular vet
• List of current medications and dosages, including supplements
• Any recent test results
• Previous diagnoses or treatment plans

Information to Think About:

• When did you first notice the problem?
• Has it got better, worse, or stayed the same?
• What makes it better or worse?
• How is your pet eating, drinking, and toileting?
• Any changes in behaviour or habits?
• What would you like to get out of the consultation?

Videos and Photos:

Do you need to upload photos or notes? We love to see videos and pictures of your pet and there is an area where you can upload and share easily on the application with the click of a button.

Helpful videos might show:

• Your pet walking or moving around
• Getting up from lying down
• Going up or down stairs
• Playing or interacting with toys
• Eating or drinking
• Any specific problem you’re concerned about

During the Consultation: What to Expect

Can You Choose Your Vet or Nurse?

No, our whole team has exactly the same approach in our support. All the members of our team are over 10 years qualified and are Certified in Veterinary Hospice and Palliative Care.

Do You Book a Time Slot or Start Instantly?

You can select a time on the booking area of our application. Our online consulting service runs 6 days per week, with consultations available from 9am onwards.

How Long Does It Take?

Most consultations last 30-45 minutes, though this can vary depending on the complexity of your situation.

After the Consultation: Next Steps

Will You Receive Reports?

Are reports provided? Yes, you can send yourself a PDF report which you can then share easily with family, friends, or your veterinary practice.

Can They Be Shared with Your Regular Vet?

Can they be shared with my regular vet? Absolutely, it will give them great insight into what happens at home with your pet.

What If You Need an In-Person Visit?

Will my consult fee be deducted if I need an in-person visit? Yes, if we find that the consult results in an immediate call for a visit, we will deduct the online consulting fee.

Cancellations and Rescheduling

What’s the Policy?

Are cancellations or reschedules allowed? We fully understand that life can take unexpected turns, so we allow for one reschedule. However, we do not give return fees for cancellations.

This is important to understand before booking—life with poorly pets is unpredictable, and we accommodate that with one free reschedule.

Costs and Pricing

How Much Does It Cost?

What is the price for a single consultation? Depending on what you need to discuss with the team, our consults range from £30 to £145. Please download the free application to guide you through the process.

Are There Hidden Fees?

Are there any hidden fees? No, what you see is what you get.

What About Follow-Ups?

Are follow-up appointments discounted or included? Follow-up appointments are available for the same price, as in our experience they can take the same amount of time.

Are There Subscriptions?

Are there subscriptions or unlimited plans? No, we have found that with the unpredictability of caring for a pet who has a life-limiting condition or is frail, pet carers are better served with a free tool and gateway to our hospice team to pay for online support only when needed.

Who Can Use Online veterinary hospice consultations?

Which Pets Are Supported?

Dogs, cats, rabbit, chicken, rat, guinea pig.

Where Is the Service Available?

UK-only? International? Our support team is international but our whole team is UK-based.

Any Limitations?

Any limitations (e.g., prescriptions require a local vet)? Our service works best in conjunction with your local family vet.

Who Are the Vets and Nurses?

Are They Qualified?

Are vets RCVS-registered? All our vets and nurses are RCVS-registered. Please check our teams page to find out for yourself.

What’s Their Experience?

Are they experienced, “verified,” or hand-picked? Our team is handpicked based on empathy and a strong interest in hospice support and are Certified in Veterinary Hospice and Palliative Care.

How many years of practice do they have? All the members of our team are over 10 years qualified.

Safety, Security, and Trust

Is Your Data Protected?

Data protection and privacy details: Please see our Privacy Policy for how we use your data.

Is the Service Trustworthy?

Dignipets is fully independent. We have a longstanding and proud partnership with the International Association of Veterinary Hospice and Palliative Care for educational purposes only.

What Online veterinary hospice consultations Can and Cannot Do

What They Can Help With:

• Quality of life assessments
• Chronic pain evaluation
• Monitoring ongoing conditions
• Guidance on whether to seek emergency care
• Second opinions on difficult decisions
• Support with end-of-life timing
• Advice on home care and comfort measures

What They Cannot Do:

Can consultants prescribe medication? (often no) None of our team is able to prescribe medication based on solely an online veterinary hospice consultation.

Also cannot:

• Perform physical examinations
• Run diagnostic tests (blood work, X-rays, etc.)
• Treat emergency conditions
• Feel lumps or masses
• Listen to heart or lungs with a stethoscope

When should I go to an emergency clinic instead? If your pet is in acute pain or still needs to be diagnosed, it is advisable to seek help at one of your nearby vets who offer emergency care.

Additional Tools and Benefits

Free Symptom Checker?

Free symptom checker? We don’t have a free symptom checker mainly a lot of free information relevant to hospice care.

Behaviour or Nutrition Plans?

Behaviour or nutrition plans? Currently we don’t have these plans in place. However, we have Certified Hospice and Palliative Care nurses and can refer to local behaviourists or nutritionists depending on which area you live in.

Health Trackers?

Health trackers or wellbeing tools? Yes, we have a free Quality of Life tracker for your pet on the application.

Medical Record Storage?

Storage for medical records? You can upload your pet’s medical record to your pet’s file. This is hugely helpful for the hospice team.

Tips for a Successful Online veterinary hospice consultation

Based on hundreds of consultations, here are my top tips:

1. Complete the QoL assessment thoroughly—it provides invaluable baseline information
2. Upload videos showing your pet’s normal behaviour—this helps us see what’s changed
3. Choose a quiet, well-lit room—natural light is best
4. Have all decision-makers present—important conversations shouldn’t happen twice
5. Write down your questions beforehand—it’s easy to forget in the moment
6. Be honest about your concerns—we’re here to help, not judge
7. Have treats ready—they help encourage your pet to move for assessment
8. Keep your family vet informed—share the consultation report with them

Common Concerns Addressed

“Can the consultant really assess my pet through a screen?” Yes—whilst we can’t perform a physical examination, seeing your pet in their home environment often reveals more than a stressed pet in a clinic. We can observe movement, behaviour, interaction, breathing patterns, and subtle pain indicators.

“What if my pet won’t cooperate?” That’s actually useful information! How your pet behaves tells us a lot. We’re experienced at working with uncooperative pets and can still gather valuable information.

“I’m not very tech-savvy—will I manage?” The apps are designed to be simple and user-friendly. If you can make a video call to family, you can manage an online hospice consultation. Our support team can also help if you get stuck.

“Will it be as good as seeing my regular practice?” It’s different, not better or worse. Online veterinary hospice consultations are excellent for specific situations (quality of life, pain assessment, guidance) but complement rather than replace your regular vet’s care.

Final Thoughts: It’s Simpler Than You Think

Online consultations might seem daunting if you’ve never tried one, but thousands of pet carers use them successfully every month. The process is straightforward:

1. Download the app and create your account (5 minutes)
2. Complete the Quality of Life assessment (10-15 minutes)
3. Upload medical records and videos (10 minutes)
4. Book your appointment (2 minutes)
5. Prepare your space and have your pet ready
6. Join the video consultation (30-45 minutes)
7. Receive your care plan and follow-up notes
8. Implement recommendations and monitor your pet

The entire experience is designed to be stress-free for both you and your pet—especially valuable for elderly pets who find travel difficult.

Remember, online veterinary hospice consultations work best as part of comprehensive care alongside your regular veterinary practice. They’re not replacements but valuable tools for monitoring, guidance, and support—particularly for those difficult moments when you’re struggling with quality of life decisions or wondering if something needs urgent attention.

Ready to try an online hospice consultation? Download our free Dignipets app today and take the first step toward stress-free veterinary support for your elderly pet. Our compassionate team is here to guide you through every stage of your pet’s care.

Written by RCVS-registered veterinary professionals with over 10 years’ experience, specialising in hospice and palliative care. All Dignipets team members are Certified in Veterinary Hospice and Palliative Care.