Partner Hospital FAQ
Questions about how IndeVets works, or clinical or operational procedures? You’ve come to the right place!
To access CATS, click here.
Need to reach us directly? Call us at 833-463-3838 or email:
Medical & Regulatory: Clinical@indevets.com
Onboarding & Non-Medical: Sales@indevets.com
Invoicing & Payment: Accounting@indevets.com
First off, welcome! We’re so happy to have you as part of our community, dedicated to making veterinary medicine better.
If you’re here, you likely already completed the IndeVets on-boarding process, which includes setting up your hospital profile and posting your first shifts. If you haven’t completed the on-boarding process, or have questions, shoot us a note here.
Once you’ve posted your first shifts, we’ll notify the IndeVets in your area that a new partner has come aboard, and we’ll share your hospital profile.
When a doctor signs up for a shift at your hospital, you’ll receive an email confirming coverage, along with the IndeVet profile for the doctor covering your shift. Our profiles contain detailed clinical info on each IndeVet, making it easy to get to know them before they walk in the door.
We also share your hospital profile with our doctors ahead of time, so they come armed with knowledge of your hospital’s procedures, workflows, and staff.
Finally: We always ask our doctors to stay for their full shift, even if it is slow. We encourage them to help out where they can, so feel free to let them know if you need anything!
We recommend letting your team know ahead of time that an IndeVet will be coming, and adding them to your practice management system. We also encourage you to have your doctors leave extra detailed notes, especially for ongoing cases. For more tips on ensuring your IndeVet’s first shift is a success, see our guide on “How to IndeVet.”
If you’ve planned ahead, all you need to do when your IndeVet arrives is welcome them! Our doctors clock in and out using an app on their phone, which sends the information directly to our invoicing system – no action required on your end.
To cancel a shift, please refer to the cancellation policy specified in your contract. Any filled shifts canceled within the specified cancellation period will be charged to your invoice. This includes open shifts that become filled within the cancellation window. For this reason, we encourage you to review open shifts in the system and keep your schedule up to date to avoid any issues.
If you need to close and/or delay opening due to weather, please call our Scheduling Department immediately at (833) 463-3838, Option 1. We will communicate with the doctors scheduled to work at your hospital. Please try to call as early as possible, as some doctors have longer commutes than others.
You won’t be charged for scheduled hours if you decide to close, and you won’t be charged for unworked hours for delayed openings or early closures.
For more on our inclement weather policy, including what to do in case of a power outage, see our “Non-Standard Office Closure Policy.”
Our doctors are often available to stay past the end of scheduled shifts if there is a need; they are instructed to ask you or another member of the team to approve the extension of the shift. They will also stay late to complete paperwork as required by the Practice Act.
IndeVets has a no solicitation policy. By partnering with IndeVets, you agree not to solicit our doctors, and likewise, we agree not to solicit yours. For more information, click here.
We believe the best way to promote a healthy work environment is to set clear expectations for our Associate IndeVets. We’ve developed a set of guidelines – A Code of Conduct – that we ask our doctors and members of our headquarters (HQ) team to follow. We consider these baseline requirements for clinical and interpersonal behavior and expect many of our Partner Hospitals already exceed these with their own operating protocols.
We ask that you review the policies below and agree to follow them when working with IndeVets doctors and HQ staff.
Associate IndeVets and HQ staff are asked to bring concerns about Partner Hospital actions related to our Code of Conduct to their managers. We ask our Partner Hospitals to do the same regarding actions by our Associate IndeVets or HQ staff by emailing firstname.lastname@example.org or email@example.com or by calling us at 833-INDEVETS (option 5). We will reach out and discuss any concerns, following our internal guidelines.
Our Clinical and Interpersonal Guidelines
We follow these clinical policies:
- Federal, state, and local clinical and non-clinical laws
- State practice acts
- Radiation safety regulations
- DEA law/controlled substance handling, including (1) how and where drugs are stored; (2) how drugs are logged for use, and (3) how drugs are ordered
- OSHA safety standards
- Minimum appropriate staffing – (1) At least one technical staff member and one customer service representative on with each Associate IndeVet; and (2) At least two partner hospital staff to complete radiographs. (Associate IndeVets are not allowed to take radiographs.)
We follow these internal IndeVets’ policies:
- Considerate Accountability
- Harassment-Free Environment Policy
- Minimum COVID-19 Protocols for Partner Hospitals
- Minimum Clinical Requirements for IndeVets Working in Partner Hospitals
We are always happy to hear from you! Feel free to call us at (833) INDEVETS (833-463-3838) with any questions. You can also directly reach out to your dedicated Hospital Development Representative (HDR) or IndeVets Success Advisor (ISA) with any questions. Find your representatives below:
HDR: Morgan Scarpati (Morgan.Scarpati@IndeVets.com)
ISA: Alyssa Douin (Alyssa.Douin@IndeVets.com)
- New Hampshire
- New York
- Pennsylvania (excluding Pittsburgh)
- Rhode Island
HDR: Natalie Hartman (Natalie.Hartman@IndeVets.com)
ISA: Sheri Grote (Sheri.Grote@IndeVets.com)
- New Jersey
HDR: Maggie Rucker (Maggie.Rucker@IndeVets.com)
ISA: Sheri Grote (Sheri.Grote@IndeVets.com)
- North Carolina
HDR: Julie Brockman (Julie.Brockman@IndeVets.com)
ISA: Liv Floto (Liv.Floto@IndeVets.com)
- South Carolina
HDR: Casey Jenkins (Casey.Jenkins@IndeVets.com)
ISA: Liv Floto (Liv.Floto@IndeVets.com)
HDR: MJ Kilfoyl (MallieJo.Kilfoyl@IndeVets.com)
ISA: Alyssa Douin (Alyssa.Douin@IndeVets.com)
For more detailed contact information, click here.
This document is a supplement to the IndeVets Code of Conduct that outlines minimum equipment and clinical policies required for our veterinarians that work in Partner Hospitals. Adhering to these standards allows our Associate IndeVets to provide your hospital with the best possible service and care.
General Clinic Standards
In many cases, Associate IndeVets are available to perform surgeries/dentals. Because anesthetic procedures carry an increased risk and require more detailed protocols, surgery and dentistry procedures must be requested separately.
An Associate IndeVet must perform at least two exam-only shifts prior to accepting a surgery/dentistry shift. This ensures our doctors know your staff, protocols, medications, equipment, and space.
Once this protocol is completed, an Associate IndeVet can select procedure shifts at your hospital. They may only select a few shifts to start; this ensures it is a great match between the Associate IndeVet and partner hospital.
- First review the standards below to determine if your hospital can support an Associate IndeVet performing anesthetic procedures.
- Then, please complete the following form that outlines your hospital’s processes and procedures in more detail surrounding anesthetic procedures: https://forms.gle/jbtxqDqFnCgH8sNb7.
- Once our medical leadership reviews your completed form, our scheduling manager will alert you to the ability to post surgery/dentistry shifts through our online scheduling system.
- Completing this process doesn’t guarantee an IndeVet will sign up for procedure shifts at your hospital, but we do make every attempt to match hospitals with Associate IndeVets who want to perform surgery or dentistry.
Pre-anesthetic Procedures – All anesthetic patients will have:
- A valid VCPR with the partner hospital prior to being scheduled for a procedure with an Associate IndeVet. The Associate IndeVet will perform a pre-anesthetic exam the day of surgery and has the right to refuse an anesthetic patient based on the results of that exam (new heart murmur, etc.)
- A consent form signed by the owner that explains anesthetic risks, covers a treatment plan for services, has an emergency contact number and ideally a DNR.
- Pre-anesthetic bloodwork completed within 12 weeks of the procedure. Bloodwork includes a minimum of a small chemistry screen and a complete blood count. Older animals undergoing procedures will have additional diagnostics based on the individual case.
Peri-anesthetic Procedures – All animals must have:
- An intravenous catheter placed prior to induction of general anesthesia (exception – cat neuters).
- An anesthetic chart completed for each patient’s procedure, including drugs, doses and monitoring parameters.
Multi-modal anesthesia providing adequate analgesia and sedation.
- Pre-medications, induction and surgical clipping take place outside of the surgical room with the final surgical scrub being completed in the surgery room.
- The option for intravenous induction.
Surgical Anesthetic Procedures
- Surgical equipment and machines must adhere to safety/regulatory guidelines.
- Associate IndeVets must cap, mask, sterilely glove and gown for procedures. Exceptions include cat neuters (cap, mask and sterile gloves) and dental procedures (cap, mask/face shield, non-sterile gloves, nonsterile covering to protect clothing).
- All animals under general anesthesia must be intubated.
Intravenous fluids must be used unless an underlying medical condition prohibits this.
- The minimal level of monitoring includes SpO2, EKG, non-invasive blood pressure and temperature recorded every 5 minutes. Heat support is also required if needed and is defined as forced air warmers, warm water blankets or another veterinary-approved heating device.
- Anesthetic monitoring requires a dedicated technician trained in emergency procedures.
- An Associate IndeVet may refer any procedures they have not been adequately trained to perform and/or do not feel comfortable performing. This “referral” could be to a specialist or to another veterinarian in the same practice with additional training/expertise.
- Surgery must take place in a dedicated surgery room.
- Dental procedures must not take place in the surgery room.
- Only licensed veterinarians may extract teeth.
- Associate IndeVets require access to a high-speed drill, dental radiography and appropriate analgesics to administer local nerve blocks.
- Patients must have immediate supervision until they are extubated and are then monitored routinely until their temperature is above 99F and they are responsive.
- A surgical report must be completed for each procedure performed and the entire anesthetic record added to the patient’s chart.
- Patients must be discharged with appropriate bandaging and/or an Elizabethan collar (if appropriate), written discharge instructions and properly labeled medication vials.
Because Associate IndeVets cannot have a dosimetry badge at every hospital where they work, they are legally not allowed to be in the radiology room when a radiograph is being exposed. Exemptions exist if you have an Associate IndeVet work routinely at your hospital and you purchase an individual dosimetry badge for that Associate to monitor radiation exposure as required by law. Please see the full policy below.
- All states have their own radiation control divisions that regulate people’s exposure to radiation.
- The states’ regulations incorporate the federal standards of the United States Nuclear Regulatory Commission -10 CFR Part 20.
- If people are exposed to radiation as part of their employment, that exposure must be monitored and measured to ensure the exposure stays under a certain limit.
- In a typical hospital setting, veterinarians must wear a specific dosimetry badge when they are exposed to radiation while taking radiographs.
- It is impossible for an IndeVet to have one dosimetry badge for all hospitals in which he/she works because the badges are unable to distinguish between location and amount of radiation exposure. Exposure limits are linked to the specific machine in a specific hospital location.
- To limit an IndeVet’s radiation exposure and follow the state and federation regulations, veterinarians working for IndeVets are not allowed to take radiographs or be in the room while radiographs are being taken in client hospitals.
- An exception to the above protocol involves dental radiographs. IndeVets can participate in professional dental cleanings but can’t hold or stand next to the radiation source while it is being used. IndeVets must stand 6 feet or more away from the dental x-ray source when in use.
- If an IndeVet is asked to take radiographs while working in a client hospital, he/she should reference this protocol and direct any client questions or concerns to a member of the IndeVet’s leadership team.
Not all Associate IndeVets take shifts at emergency hospitals. Those that do are interested in the answers to more detailed emergency and critical care policies and procedures at your hospital.
If you are an emergency Partner Hospital, you’ll need to fill out an additional questionnaire for our Associate IndeVets. Click here to access the form.
Yes, all Associate IndeVets carry at least one DEA (+/- CDS license if necessary) license and their own personal prescription pads as required by law in each state.
No, not all Associate IndeVets are USDA accredited to write international health certificates. Accreditations are listed on IndeVet Profiles under “Noteworthy Gems.” If you have additional questions about accreditation status, please reach out to our clinical leadership team at firstname.lastname@example.org.
All Associate IndeVets are trained to complete a full exam on each patient and to complete a comprehensive, legal exam record following the exam. Our veterinarians write detailed SOAP notes including detailed client communication so that you or your associates can follow all cases appropriately. Associate IndeVets will complete their medical records as determined by the Practice Act in each state.
We recommend posting your shifts as soon as you know you need coverage. We’ve found that hospitals who post 2 to 3 months in advance tend to receive the highest coverage rates.
In general, our doctors are instructed to choose their shifts 1 to 2 months in advance – or by the 1st of the previous month. For example, by September 1, we ask that our doctors have the majority of their shifts scheduled through October. Many of our doctors schedule even further in advance.
Of course, doctors do occasionally pick up last-minute shifts, and IndeVets is continually hiring new doctors who start on a rolling basis. This means that it is possible for last-minute shifts to be picked up, but it is less likely. For critical shifts, consider using the Promoted incentive, which pays our doctors at a higher rate. You can also offer flexible hours or paid travel time. (See section below on “My shifts aren’t getting filled. Can you help?”).
Please keep your schedule up-to-date to avoid any issues. Reach out with any questions.
The following shift types are available depending on your hospital needs:
- Exams: General practice medicine, appointments
- Surgery: Surgical or dental procedures. Please note that your hospital needs to go through our approval process prior to posting surgery shifts – click here for details.
- Urgent Care: A different type of exam shift; walk-in only, usually at times when general practices are not open. There is no overnight care involved. Can include minor procedures (abscess repair, laceration repair, unblocking cats).
- ER: Daytime emergency medicine shifts
- ER Overnight: Overnight emergency medicine shifts.
- Vaccine Clinic: A fast-paced shift typically made up primarily of walk-in appointments with specified services.
Note any shift involving surgery (ER/Urgent Care/Surgery) requires an additional approval process.
IndeVets also offers incentives, which can help your shifts get filled. See the next section.
To help increase coverage rates, post your shifts as early as possible. Our data shows that hospitals posting shifts 2 to 3 months in advance get 33% more shifts covered compared to shifts with 1-month notice.
We also recommend the following incentives, which have been proven to increase fill rates.
- Promoted Shifts: Do you have a last-minute coverage need? Maybe you posted a shift a few months back, but it hasn’t been filled yet. In either case, consider the Promoted incentive. Any shift can be Promoted at any time. Promoted shifts are charged at an 18% premium. This allows us to increase our doctor’s rate, which subsequently increase the chances of us finding you the coverage you need.
- Flexible hours: Selecting “flexible hours” when posting shifts can dramatically increase your coverage rates. Consider this: Say your hospital is open from 8 a.m. to 8 p.m. You’re looking for coverage for a full day. However, our doctors may only be available from 8 a.m. to 6 p.m., or 9 a.m. to 5 p.m. Is 6 hours of coverage better than 0? If so, flexibility may be an option for you. The best part? With flexible scheduling, you get the final say as to whether you decide to accept our doctors’ proposed hours.
- Paid travel time: Is your hospital a little off the beaten path? Covering travel time can increase the number of doctors available to cover your shifts – sometimes greatly. Your area may have 5 doctors within 30 minutes of your hospital, and an additional 5 within an hour – that’s a 100% increase in doctors! Paid travel time is charged at the hourly rate from the time our doctor leaves their home to when they arrive at your hospital and vice versa.
All of our incentives can be selected in CATS. Whether you are requesting a new shift, or updating an existing shift, simply choose the appropriate incentive (in accordance with your need – Exam, Surgery, ER, Urgent Care, etc.) and we will do the rest!
At IndeVets we recognize that there are many ways to build a daily schedule for your doctors. Many hospitals use blocks in their schedules to allow doctors to catch up on appointments, complete diagnostics and treatment, and finish medical records. For the most efficient use of time, we recommend scheduling blocks as follows:
- Shift 6 hours or less: No recommended blocks in the schedule
- Shift 6-9 hours: One 60-minute block or two 30 minute blocks
- Shift longer than 9 hours: Two 60-minute blocks
Because anesthetic procedures carry an increased risk and require more detailed protocols, IndeVets has a specific process. Please click here for details. Partner hospitals must complete this first if they are interested in an IndeVet performing these procedures.
Only about 15% of veterinarians that apply to our company become Associate IndeVets. We know it takes more than a license and clean record to be an awesome person and a great clinician.
Every applicant to IndeVets has a resume review and phone screen first. We do not hire new graduates because our associates need to have enough clinical experience to practice independently in your hospital.
Then, each applicant completes a Predictive Index Behavioral Report to determine his or her key personality traits. There is also a round of clinical questions and case studies to assess their standard of veterinary medical care.
All applicants are interviewed by two members of our executive team, including at least one veterinarian to discuss clinical cases and medical standards of care. Lastly, we speak with at least three references for each candidate prior to bringing the candidate to our hiring committee meeting to discuss the next steps in the process.
Applicants must also pass a criminal background check and drug screen.
We know it is difficult to hire a temporary veterinarian without meeting them first. Because of this, we hire only awesome people who are great clinicians! Aside from this, we have two ways you can see, hear, and know about an Associate IndeVet prior to him or her arriving for a first shift:
Associate IndeVet Profiles – This provides an overview of an Associate’s education history, relevant veterinary experience, Predictive Index report, veterinary interests, license numbers, and types of shifts they will practice. The profile also includes a photo of the Associate IndeVet and a copy of his or her state license (so you can print it out and post it in accordance with your state’s practice act).
Associate IndeVet “Virtual Interviews” – Watch and listen as our Associate IndeVets answer five questions about their veterinary career and how they practice medicine.
The profile and interview will be available to you in your online portal once an Associate IndeVet signs up for a shift at your hospital!
Our clinical leadership team is led by our chief medical officer, Dr. Marisa Brunetti. As part of Dr. Brunetti’s team, Area Medical Directors (AMDs) oversee our Associate IndeVets and work with our Partner Hospitals in our operating regions.
The AMDs and our CMO review the medical records of all Associate IndeVets within 1-2 months of their start date and then every 6-8 months thereafter. Don’t be surprised when we solicit feedback and samples of medical records from you!
The leadership team also routinely shadows Associate IndeVets while they are practicing. Since we don’t work in the same hospital as them each day, this helps us see how our Associates communicate with staff and clients, as well as how they handle animals, write medical records, and perform medicine. These shadowing visits are not a surprise. We always reach out before visiting partner hospitals.
We also have an internal communication network that operates a lot like an IndeVets VIN. Our doctors post clinical cases, radiographs, and lab work so other doctors can weigh in and learn something new! If an IndeVet is in Florida, an IndeVet in New York can respond, so it is a great way to have multiple doctors included on a case, even if only one is physically in your hospital.
If you need to contact an Associate IndeVet before or after a shift at your hospital, please contact the clinical leadership team at IndeVets at email@example.com or call (833) INDEVETS (option 5). Associate IndeVets do not routinely give their personal cell phones to members of partner hospitals, but each Associate has a business email address you may use (firstname.lastname@example.org). Thank you for your understanding!
Yes, Associate IndeVets clock in when they start their shift and clock out when they are finished. Blocks in an appointment schedule are usually filled with medical record-keeping, calls, fitting in appointments, and answering staff questions, with much smaller allotted time allowed for actual eating or taking a break.
Every Associate IndeVet receives online training with us before working his or her first shift. This training includes:
- Review of important company policies and procedures
- Soft skill training for improved communication in our partner hospitals
- Medical record-keeping standards for legal and comprehensive medical records
- Preventing Workplace Harassment and Discrimination
- OSHA Safety Training
Please do not hesitate! Reach out directly to our clinical leadership team at email@example.com or call us at (833) INDEVETS (option 5). Every Associate IndeVet has a direct clinical supervisor that will respond to your concerns and get you the answers or feedback you need.
Go to https://schedule.indevets.com/ and enter your login information. If you forget your password, click the “Forgot Your Password?” link and follow the instructions to reset your password.
*Note: CATS works best with the Google Chrome internet browser.
Step 1: Click the “Request Shift” button to add a new shift.
Step 2: Fill out the shift information
- Enter the date you would like coverage for.
- Add the shift start time and use the slider to select the shift duration. The end time will be automatically calculated based on the start time and shift duration.
- Specify the shift type using the drop-down menu. (Typically, this will be “exam”; if you would like a surgery shift, please click here).
- If you would like to add incentives such as flexible hours, paid travel time, and promoting the shift, choose the appropriate check boxes. See “My Shifts aren’t getting filled” for more information about our incentives.
- Add any extra information that you think our doctors would need to know in the “notes” section. (It’s common to leave this section blank).
- Click “Request Shift” when finished.
Once you’ve requested a shift, the shift will be reviewed by our Scheduling Manager, who will approve it or contact you with any questions.
Note: For 5 minutes after you’ve requested a shift, you are able to select “Edit” and modify any details (including canceling the shift) immediately. After 5 minutes, the “edit” button will become a “change” button. Any changes will need to be approved by the Scheduling Manger from that point forward. See the next section “How do I change a posted shift?” for more details.
Step 1: Select “change” next to the shift you would like to modify.
Step 2: Modify the shift as appropriate. You can adjust the start and end times, shift type, shift length, incentives or notes. When you’re finished adjusting, click “Request shift change.”
The shift change will be reviewed by our Scheduling Manager. You will receive an email notification once the change is approved, or with any questions.
Step 1: Select “change” next to the shift you would like to modify.
Step 2: Select the reason for cancelling from the drop-down menu.
Step 3: Click “Cancel shift” to submit.
All cancellations will be approved by the Scheduling Manager. You’ll receive an email notification once the cancellation is approved, or with any questions.
Note that IndeVets has a 30-day cancellation policy. You will be charged for any shifts cancelled within 30 days of the shift date. Accordingly, the system will not allow you to cancel a filled shift within 30 days of the shift date. If you’d like to cancel a filled shift within the 30-day window, please email us.
For shifts outside of the 30-day window, you may cancel at any time. This includes filled shifts as well as open shifts.
Step 1: Click the “Filled Shifts” tab at the top of the screen.
Step 2: Here, you can view the doctor covering each shift. To access their IndeVet profile, click on their name. You can also request modifications by clicking the “Change” button.
Step 1: Click on your profile information in the top right corner of the screen. From the drop-down, select “My profile.”
Step 2: Modify your account as appropriate. You can edit the fields for first name, last name, email address, and password.
Step 3: Click “Update profile” to save changes.