Convenient care for the modern pet owner

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On this week's episode of The Vet Blast Podcast, our host Adam Christman, DVM, MBA, welcomes first time guest Benjamin Carter, DVM, chief medical officer, Chewy Vet Care, and repeat guest Mita Malhotra, president of Chewy Health, to discuss Chewy's latest approach to veterinary care. This approach creates personalized medicine, digital integration, and prioritizing customer service to cater to the needs of pet parents, especially millennial and Generation Z pet owners.

The pair also explains how Chewy is investing in the future of its veterinarians and future veterinarians with mentorship and scholarship programs through partnerships with other veterinary organizations.

A partial transcript is as follows:

Mita Malhotra: So high quality care, again, we believe, has 2 dimensions. One is, you know, absolutely you need the the excellent care team. So that is a no brainer. We absolutely need that. But I think the other aspect is, you know, we're dealing with customers today's again, millennials and Gen z's. They're hyper aware. They have an opinion on their pet's care. They don't want to be told what to do one way they want to be part of this care journey, and I think that is very, very important. They want the education.

So to enable this, what we've done is, if you walk into our clinic, you walk into our exam rooms, we have these giant touch screens, which effectively our care team uses to explain to pet parents and customers every aspect of the diagnosis that's happening. So, what is the diagnosis? What are the test results? We can show them images of... heartworms, sometimes even the fleas, broken bones, etc. All of those things basically allow [the client] to be part of the journey. They're educated. They believe like they're part of the care and the conversation. And then also allows them to say 'yes' to a lot of the care that we're delivering. So I think helps not only them, but I think also good outcomes for pets as well, so we love that.