When a Client Says, "I Asked ChatGPT Last Night," Say Thank You

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AI may be the first stop. Your veterinary team can become the trusted next step.

She says it quickly, almost apologetically: "I asked ChatGPT about it last night."

Her Beagle, Winnie, has been scratching for two weeks. ChatGPT offered environmental allergies, a food reaction, an over-the-counter antihistamine, and a home-cooked diet trial. So Winnie arrives with an answer, a plan, and an owner watching your face to see whether you'll take her seriously or take it personally.

Take her seriously. Better yet, thank her. That late-night question usually begins with concern for an animal she loves.

Dr. Google Grew Up

When Dr. Google first appeared in our exam rooms, many vets spent too much time arguing with printouts. That was the wrong move. As I wrote 20 years ago, the better response was to ask what the client had found, identify what applied to the patient, and send them home with sources they trusted.

The 2026 RSPCA Kindness Index found that 10% of UK pet owners now use AI for pet-care advice, while veterinarians remain the leading source at 64%. In the United States, 29% of adults say they now use AI for health information at least monthly. A separate survey found that 58% of people who sought physical-health advice from AI later contacted a clinician, while 42% did not.

AI may begin the conversation before the appointment. Sometimes it brings a client in. Sometimes it delays the visit. Our job is to make the next step safer and easier.

What AI Can't Know About Winnie

A University of Sydney study used real canine emergency cases to compare ChatGPT with veterinary professionals. The AI models correctly prioritized 80% to 90% of the most critical patients, but they also classified roughly six in ten nonurgent patients as needing immediate care. Combining ChatGPT's assessment with a veterinary nurse's raised sensitivity for the most urgent cases to 95%.

In that dataset, AI behaved like an oversensitive smoke alarm: useful when there was a real fire, but likely to sound for burnt toast. Over-triage may be safer than missing an emergency, but it can also direct nonurgent patients to already strained emergency services.

Performance also changes sharply with the task. In a retrospective veterinary ophthalmology study of 43 client-owned dogs and cats, two experienced veterinarians reached the correct diagnosis in 86.0% and 66.3% of cases. ChatGPT-5 and Gemini 2.5 Pro each achieved 37.2%.

That isn't a knock on the technology. It's the point. AI didn't look in Winnie's ears, spread her toes, run a flea comb over her tail base, perform cytology or other indicated testing, or remembered that she scratched like this last August.

A July 2026 narrative review in Frontiers in Veterinary Science warns that seeing a ranked AI differential list too early may narrow a clinician's search and make omitted diagnoses less visible. The risk has not yet been directly established in veterinary practice, but the safeguard is familiar: build your own differential first, then see what the AI adds.

A conclusion without an examination is still a well-worded guess.

Three Moves for the AI-Informed Client

  1. Ask what she has already tried. Early in the history, ask: "What have you already read, asked, changed, or tried to help her?" A new food, supplement, skipped dose, stopped medication, human product, or delayed visit may change your interpretation and treatment. Ask for the exact product, ingredients, amount, timing, and frequency. You're not correcting her. You're recovering history you might otherwise miss, which could affect your decisions.

  2. Take it seriously, then make it specific. Try: "I'm glad you looked into this for her. Let's see what actually applies to Winnie." Explain what you find as you examine her. When the evidence points elsewhere, respond like a clinician, not a critic: "Allergies may still be part of this, but she has flea dirt at the tail base and yeast in both ears. We'll treat what she has today and reassess in two weeks." Then document what you found and why the plan changed.

  3. Tell her what to do when you're closed. Don't say "just call us" if the phone rolls to voicemail at six. Give the emergency clinic's number, explain any after-hours service, identify two or three signs that mean seek urgent care, and state what can reasonably wait until morning for this patient. Put those instructions and trusted resources in writing. At 11 p.m., she may read your discharge sheet, ask ChatGPT, or both. Make sure your guidance is part of that conversation.

Ask One Question

At your next team meeting, add one question to the intake process or medical record:

"What have you already read, asked, changed, or tried to help your pet?"

Anyone can ask it. Nobody up front needs to debate the AI answer. Record what the client reports, flag anything that could affect care, and move on. Roleplay one response: "I'm glad you looked into it. Let's see what applies to your pet."

Try it for two weeks. Review what clients changed, administered, or delayed because of an AI answer. Those examples will show you where your history-taking, discharge instructions, and after-hours guidance need to improve.

The Voice They Trust

AI will keep getting faster, more capable, and more convincing. But an eloquent answer is not an examination, a diagnosis, or a clinical plan.

Four things stay human-led: examining the patient, integrating the full context, recommending what happens next, and standing behind the plan.

AI may be the first stop. Your practice can be the trusted next step.


Dr. Ernie Ward
Here's to being the voice they trust,

Dr. Ernie Ward
Chief Veterinary Officer, VerticalVet


PS - Questions or suggestions for "The Altitude"? Email me at This email address is being protected from spambots. You need JavaScript enabled to view it..


Suggested Reading

If this month's column has you rethinking AI's place in your practice, these books offer practical guidance without the hype.


Quote I’m Contemplating

"The saddest aspect of life right now is that science gathers knowledge faster than society gathers wisdom." Isaac Asimov (1920-1992), American author and biochemist

Asimov wrote those words decades before anyone could ask a pocket-sized device about a Beagle's itchy skin. He saw the pattern early. Knowledge accelerates. Wisdom accumulates. Today, our clients hold more medical information in their hands than any generation of pet owners has ever held. What they cannot download is wisdom: knowing which facts apply to this patient, this family, and this moment.

That gap is not an existential threat to veterinary teams. It is our purpose. Every exam, every conversation, and every "let's look at Winnie together" turns loose information into sound judgment. AI will keep gathering knowledge faster than any of us. Our calling, and our enduring advantage, is gathering our wisdom for the pets and people right in front of us.

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