Owner Involvement: Putting Pet Owners at the Center of Care

From the beginning, one of our key differentiators has been the ability to include pet owners directly in specialist consultations. This live, three-way collaboration has proven incredibly effective. The generalist can carry out exams in real-time under the guidance of the specialist, while the owner is present and informed.

But what happens when schedules don’t align and a live session isn’t possible?

Introducing the Owner Involvement Feature

We’re excited to introduce a new feature that solves this challenge: Owner Involvement. It ensures that the owner and their pet stay at the heart of the care journey — because ultimately, they are who we all care about most.

How It Works

Starting now, the first step for the generalist is to invite the pet owner to the case. This serves two purposes:

• It obtains owner consent to share medical data with the specialist, saving generalists a tedious step.

• It gives the owner a secure link via email, granting access to a private page where they can follow case progress in real time.

Always Up to Date, With Minimal Disruption

This reduces the need for constant communication from vets to owners. The owner stays informed and engaged throughout the case without interrupting workflows.

Ask Owner: Asynchronous Collaboration

A highlight of this feature is the new "Ask Owner" section in each medical case. Vets can now send specific questions to the owner and receive responses asynchronously. This is especially useful for:

• Videos of the pet

• Close-ups of skin or eye conditions or similar

• General questions that help the veterinary team

Owners cannot initiate communication but can respond to veterinarian messages. This keeps message volume low while enabling meaningful owner participation.

When a topic is sufficiently discussed, vets can mark it as resolved. This archives the conversation, prevents further replies, and stores any files uploaded by the owner under the Files section for future reference.

We believe this feature will further streamline collaboration and improve outcomes by keeping everyone focused on what matters: the pet.

Let us know what you think — we’d love your feedback at team@digitalclinic.vet.