periods prior to pandemics, but are definitely critical afterwards. There should be hand washing between each patient visit and adequate time allowed not only for sanitization of the examination rooms, but also for more thorough disinfection. This includes not only surfaces used for pets, but also those that might have contact from owners as well. This will add time to appointments which might eventually need to be recouped through increased fees.
Veterinary staff are extremely valuable and their health is an important concern, so there should be ongoing dialogue about what steps the hospital is taking to keep everyone safe. Whenever possible, such protocols should be institutionalized as standards of care (see 9.4 Standards of Care) and staff should be counseled and coached as to what they should be doing to keep themselves and each other safe. It is important to consider even minor risks and work collectively to address concerns. When staff appreciate that their ongoing health is a major priority, and when it is reinforced by other team members, they can be confident that things are being done to mitigate their risks for getting sick. It is important to realize that fear is likely to persist long after a pandemic, so relaxing standards should only be contemplated after robust team discussions and the best available evidence.
1.6.5 Expectations for Telehealth
An increasing number of our clients have become quite familiar with teleconferencing in their daily lives. This comfort has extended to dealing with their physicians, and telehealth consulting with veterinary teams should be presumed to become a routine matter and perhaps even a preference for many clients (see 2.5 – Virtual Care (Telehealth)). The interaction can be synchronous (real‐time) or asynchronous (respond following review) but the expectation of clients will likely be that there are many times when dealing with pet care virtually is preferred. It is not just a matter of personal safety, but many clients have found this to be convenient as well.
We should anticipate that many clients will be receptive to the practice of telehealth, and this is also a great way for pets to be triaged before exposing them to our facilities and hospital teams. Some conditions will be more amenable to virtual care than others, and clear guidelines should exist as to what can be attempted through this platform, and what should prompt a recommendation for the animal to be seen in the hospital.
Remote monitoring is also available for our patients, and a variety of clinical attributes can now be measured at home. This includes collars that can measure activity, heart rate, respiratory rate, and some aspects of body temperature, but other devices such as glucometers can also be used. This can be very helpful for hospice patients, postsurgical patients, and those with a need for routine monitoring.
Many clients are familiar with a variety of options for virtual connection, but hospitals should be comfortable with the privacy protections for any type of telehealth attempted, and it is best if the hospital designates only a few programs with which they are comfortable in this regard, and at which teams can gain proficiency. Because telehealth is likely to become a routine part of veterinary practice going forward, one of the most important things for veterinary teams to have in place are the criteria for telehealth visits, the structure of those visits, and the fees associated with telehealth consults. Telehealth need not be a money‐losing proposition for the practice and can be as or more profitable than other types of services if instituted correctly.
1.6.6 Economic Insecurity
The impact of the pandemic was not felt equally across populations, as is often the case with economic shocks. Many clients had interruptions in their ability to work and earn money, some may have had to deal with personal tragedies, and the uncertainty of what might come next often influences spending decisions for many years. Thus, it is reasonable to expect that clients might be hesitant when it comes to large expenditures for their pets, typically for several years or until they no longer feel vulnerable. Others may prefer to postpone procedures that are not considered essential and immediate until they feel more financially secure.
Following any economic shock, such consumer attitudes are inevitable, and veterinary practices should anticipate this and plan their client messaging accordingly. There should be unequivocal communication about what services should be prioritized and which can be delayed, not to scare clients but to help them make informed decisions for the care of their pets. It may also be advisable to consider credit terms for procedures that might be preapproved by the hospital, as well as payment plans that allow clients to do the work recommended but spread payment out over a longer interval (see 10.17 Payment and Wellness Plans). This is also a great time to promote pet health insurance as one way of “flattening the curve” when it comes to veterinary expenditures (see 10.16 Pet Health Insurance). If done correctly, these strategies can be profitable for the practice, as well as convenient for pet owners.
In times of turmoil, people often safeguard their cash reserves and postpone everything that is not considered essential. In an emergency situation, that might also necessitate postponing things that are actually essential, including rent, mortgage, groceries, and even healthcare. Because veterinary care is often considered a discretionary expense, it can become a low priority if there is not a system in place to help ensure funding for such care.
If at all possible, this is a time to consider the best ways to help pet owners manage their financial insecurity around pet expenditures. This can be done by recommending pet health insurance, if feasible, and also by considering payment plans (also known as wellness or concierge plans), which offer established fees charged intermittently (often monthly) for a defined basket of services. As mentioned previously, pet health insurance helps “flatten the curve” when it comes to unanticipated expenses, while payment plans “smooth the curve” for anticipated expenses (vaccines, parasite control, etc.). Both allow pet owners to budget more effectively for veterinary care without having to contend with periodic “spikes” in expenditures. Because most consumers will be anxious about pet care expenses, this can help pet owners plan for needed care without adversely affecting practices. If positioned correctly, both insurance and payment plans can be profitable for veterinary hospitals and a convenient and anxiety‐reducing approach for pet owners.
1.6.7 Retail Considerations
If your clients were not used to making online purchases before the pandemic, that has likely changed, and they have now established a new comfort level for dealing with e‐commerce and home delivery. Expect that this will continue, and many clients will also be considering and researching making online purchases for their pet supplies, foods, and medications.
This is the time to consolidate and promote online retail, as this is not only convenient for your clients but increases the safety of your staff as well (see 9.10 Dispensing and Prescribing). Veterinary hospitals might consider aligning with an online veterinary pharmacy and directing clients toward such purchases. It is important that veterinary practices price their products competitively, so clients can make a seamless transition to online purchasing without having to price shop for better deals elsewhere. It is possible for veterinary hospitals to do this profitably, because with online pharmacies and retailers there are no inventory costs for the practice. While it might seem that veterinary hospitals could stock and dispense products and keep a larger share of the revenue, it can actually be more satisfying to earn a profit margin without having to deal with all the costs of maintaining inventory.
In some countries, veterinary medicine still involves actual cash exchange, but following a pandemic expect that most customers will prefer cashless transactions, and even more likely contactless transactions, where there is not even
