View all veterinary jobs
The company says it has now had over two million client interactions, more than three quarters of which result in the pet visiting their vet practice, generating an average revenue of £206 per case, with a net promoter score of 88.
VidiVet was founded by veterinary surgeon Ben Sweeney in 2020, the main idea being to keep vet clinics at the centre of the customer journey whilst driving footfall and revenue, keeping pet owners happy and saving clinic teams time and stress.
VidiVet now has more than 60 vets providing a remote digital support team for vet clinics, 24/7.
Every vet working for VidiVet is still in clinical practice and has spent at least five years working in practice, with an average of 14 years experience.
Ben said: “We enable practices to complete the circle of care and augment the services they offer.
"Rather than us competing with clinics, under our strapline of ‘Just Trust VidiVet’, we continually delight clients, drive efficiencies and deliver revenues.
“We work with clients to determine whether their pet requires emergency treatment and, in most cases, direct them back to the practice at an appropriate time, based on their symptoms.
"Crucially, Vidivet vets never diagnose or prescribe, meaning they remain totally impartial and all revenues generated from a case go to the clinic.
VidiVet’s head of veterinary operations, Sarah Holmes, who is also a qualified vet, added: “VidiVet’s success is built on our ability to provide immediate advice from highly experienced UK based vets who all still work in clinics, and we only select those with exceptional communication and clinical skills.
"When this is combined with people’s appetite for instant information in a digital age, it gives us a very compelling offering, which is hugely popular with both veterinary practices and pet owners.”
Pippa Adams, director at PowisVets in Stourbridge, said: “We have been using VidiVet for four years now and it has been a game changer for our business.
"The clients love it, the system is simple for our staff and it has really helped our business as we have been growing.
"We would recommend it to any vet practice.”
www.vidivet.com.
The figures came from an analysis of over 100,000 calls made to VidiVet by owners when their normal practice was closed, between 2021 and 2024.
So far in 2024 36% of VidiVet’s calls have been gastrointestinal cases, 25% skin cases, 14% musculoskeletal and 3.7% post-surgical issues.
The advice given to many of these cases was that an emergency visit to an out-of-hours (OOH) clinic wasn’t necessary, but to monitor at home then attend their own vet practice for any workup, diagnostic tests, medication etc.
The company is now encouraging practices to consider using it's triage service over Christmas, when practices and emergency clinics often experience an increase in OOH workload.
This, it says, is a win-win situation as it relieves pressure on OOH clinics, brings revenue back to veterinary practices and also saves clients money, stress and time.
Ben Sweeney, Veterinary Surgeon, CEO and Founder of VidiVet said: “When I launched VidiVet, vet practices were understandably concerned that digital vet services could drive work away from their clinics.
"We hope this new data shows the opposite, and how it can directly benefit practices in a way they might never have imagined.
"What VidiVet has actually done, as was our belief from the get-go, is to drive the bond with clients even closer as well as providing a revenue opportunity for the practice whilst prioritising pet health and welfare.
"This is because the added benefit of a service like ours alleviates part of the immense burden on clinical teams from front of house to the surgical teams, without them losing control.
Kate Higgins MRCVS, owner of Village Vets Crosby & Formby, said: “Over the last six months we’ve saved our clients collectively an estimated £75,000 in emergency vet fees by using VidiVet.
"They were able to be reassured out-of-hours whether their pet did or didn’t need emergency treatment.
"Those that did were able to be treated swiftly by an out-of-hours clinic, and those that did need treatment but not urgently, were able to come to us during our usual working hours, not incurring emergency fees.
"What is even better for us (and our clients) is that we have the case notes from their call with VidiVet ready and waiting for us when we’re open, so we’re up to speed with what the issue has been and what advice has already been given – which is a crucial time saver for both parties.”
www.vidivet.com
Photo: Emma Paine
Some 150 practices currently use Vidivet, which was set up by Ben Sweeney MRCVS (pictured) in 2020.
He said: “I started VidiVet as I wanted people to be able to access high quality, impartial care for their pets that allows them to make more informed decisions around their treatment with expert information, rather than resorting to the internet.
"As a vet I also wanted to make life easier for those working within veterinary practices.
"VidiVet relieves part of the burden veterinary practices face by offering a trusted digital triage service for their clients.
"Our digital service can provide a helpful extension to a practice which dramatically reduces admin and saves time for the in-house team.
"Crucially, we offer peace of mind and reduce anxiety for pet owners, and with over 96% of VidiVet out of hours calls redirected to the pet owner’s registered vet, it can really enhance the practice bond by using digital care to augment physical care."
Before the Provet partnership, OOH case notes were sent to client practices which then had to enter them onto their systems manually.
Vidivet says the intregration with Provet means less admin and time savings for practices and a quicker follow up for pet owners.
https://vidivet.com
https://www.provet.cloud