Your pet has a problem, and you are not sure what to do. Do you need to drive to the clinic? Or can you talk to a vet from home?
At Pet Avenue, you can choose a scheduled video consultation or a visit to the clinic. Both are good, but for different problems. This guide helps you choose.
The short answer
- An emergency? Do not book a video call. Call us or come to the clinic now.
- The vet must touch, test or X-ray your pet? Book a clinic visit.
- You need advice, a follow-up, or you can show the problem on camera? A video consultation can be a good choice.
- Not sure? Send us a WhatsApp message. We tell you which option is better for your pet.
What a video consultation is
A video consultation is a scheduled call with one of our vets. You book a time, and you join from your phone, tablet or computer. The call opens in Google Meet.
It is not a chat service, and it is not available at all times. The vet gives advice from what you tell and show on camera.
When a video consultation is a good choice
A video call works well for problems that you can show or describe. For example:
- skin problems, itching, small wounds and ear problems that you can show on camera
- questions about food, weight, behaviour or training
- problems in the home, for example toilet problems
- a follow-up after a visit or a surgery
- advice before you travel, or before you get a new pet
- the question "Does my pet need to see a vet in person?"
A video call can also help when it is difficult to come to the clinic. For example, your pet is very stressed in the car. Or you are at home with small children. Or the weather is very hot.
When your pet must come to the clinic
Some problems need an examination in person. On a video call, the vet cannot:
- touch your pet, for example to feel the belly or the joints
- listen to the heart and the lungs
- take blood, or do other tests
- take X-rays
- give vaccines
- do surgery or dental care
Book a clinic visit for:
- vaccines
- dental care and surgery
- tests and X-rays, for example blood tests (diagnostics)
- a lump, a limp or pain
- a pet that is sick for more than one day
- a first check of a new puppy or kitten (puppies and kittens)
When you must not wait
A video call is not for emergencies. Call us on +971 54 746 6650 or come to the clinic now if your pet:
- has difficulty breathing, or has blue or pale gums
- collapses, or cannot stand
- bleeds heavily
- has a seizure
- ate poison, a human medicine or something dangerous
- has a hard, swollen belly, or tries to vomit and nothing comes out
- is a male cat that strains in the litter box and makes little or no urine
- shows signs of heatstroke after time in the heat
Read more on our urgent care page.
We are open every day from 10am to 10pm, and walk-ins are welcome. We are not a 24-hour emergency hospital. From 10pm to 10am, take your pet to the nearest 24-hour emergency veterinary hospital.
What about medicine?
Sometimes the vet can give advice and some care on a video call. But for many medicines, UAE rules say that the vet must first examine your pet in the clinic.
The vet gives a prescription only when the law allows it. If your pet needs an examination first, the vet tells you. Then we book a clinic visit for you.
What happens if the vet says "Come in"
After a video call, the vet can tell you that your pet must come to the clinic. This is a normal and safe result. It means that your pet needs an examination or a test.
The clinic visit is a separate appointment with its own price. You can see our prices on the prices page.
If the problem is urgent, the vet can end the call. Then bring your pet to the clinic or to an emergency hospital.
How to book a video consultation
- Go to our booking page.
- Choose "Video consultation".
- Choose a vet and a time.
- Log in, or make an account with your phone or your email.
The price shows when you book. During a promotion, our promotion terms also apply. Read the full video consultation terms.
You can change or cancel a video consultation free of charge. See our cancellation policy.
How to get ready for the call
Before the call
- Use a phone, tablet or computer with a camera and a microphone.
- Check your internet connection.
- Find a quiet place with good light.
- Keep your pet near you.
- Have the medicines and the records of your pet ready.
- Write down your questions.
Helpful information for the vet
- the age and the weight of your pet, if you know them
- when the problem started
- if the problem is better, worse or the same
- the food your pet eats, and any changes
- if your pet eats, drinks and goes to the toilet normally
- photos or short videos of the problem, for example a limp or a cough
Join on time
At the time of your appointment, open My Pet Avenue, then Appointments. Tap "Join". The call opens in Google Meet.
Join on time. A late start does not make the call longer.
During the call
- Give correct and full information about your pet, its health and its medicines.
- Show the problem clearly. Move the camera close to it, in good light.
- Ask the vet to repeat anything that is not clear.
- Do not record the call without the agreement of the vet.
The vet can add notes about the consultation to the medical record of your pet. We do not record the video.
A quick checklist
| Situation | Best choice |
|---|---|
| Difficulty breathing, collapse, seizure, poison | Call us or come in now |
| Vaccines, dental care, surgery | Clinic visit |
| Lump, limp, pain, sick for more than one day | Clinic visit |
| Itchy skin, small wound, ear problem | Video call can help first |
| Food, weight or behaviour question | Video call |
| Follow-up after a visit or surgery | Video call |
| Not sure | WhatsApp us |
Still not sure?
Send us a WhatsApp message on 058 517 3440. Tell us what is wrong. We tell you if a video call or a clinic visit is better for your pet.
You can also read about our video consultations or book now.
Sources
- Pet Avenue Veterinary Clinic, "Video consultation": /telehealth
- Pet Avenue Veterinary Clinic, "Video consultation terms": /telehealth-terms
- American Veterinary Medical Association, "Veterinary telehealth: The basics": avma.org
- American Veterinary Medical Association, "Telehealth including telemedicine" (policy): avma.org
- PDSA, "Emergency care for pets": pdsa.org.uk
This article is general information. It is not a diagnosis. For an emergency, call us.
This article is general information. It is not a diagnosis. For an emergency, call us. Call +971 54 746 6650 (Daily 10am–10pm). We are not a 24-hour emergency hospital. From 10pm to 10am, take your pet to the nearest 24-hour emergency veterinary hospital.
Want a vet to check your pet?
Book a visit at Pet Avenue Clinic in Jumeirah Village Circle (JVC). Open every day, 10am – 10pm.