Additional services
a According to PetCareRx.
b According to Petfinder.
c Includes preanesthetic exam, CBC with differential, chemistry panel with eight chemistries, dental radiographs, preoperative pain medication, anesthesia, IV catheter and placement, IV fluids, dental scaling and polishing, subgingival curettage, fluoride application, electronic monitoring, postprocedure pain medication, postprocedure injectable antibiotics, hospitalization, and one‐week supply of antibiotics.
FeLV, feline leukemia virus; FVRCP, feline viral rhinotracheitis, calicivirus, panleukopenia.
Providing appropriate preventive and end‐of‐life care for a pet is only the tip of the iceberg when it comes to the total cost of pet ownership. When sick care, food, supplies, boarding, grooming, and additional products and services are considered, lifetime pet ownership costs can skyrocket to more than $42 000, according to a report from UK‐based People's Dispensary for Sick Animals [4].
Don't put yourself and your team into a defensive position when it comes to explaining cost of care to your clients. Instead, be transparent and discuss costs when you make your recommendations. Your clients will be more trusting and compliant with your recommendations, your team will be happier, your patients will receive the best care, and your practice will reap the benefits.
Jack, a 13‐year‐old neutered male miniature schnauzer, visited ABC Animal Hospital for his semiannual senior preventive care exam two days ago. At that time, his senior laboratory work was drawn. For the past 10 years, Jack's urine has included some calcium oxalate crystals, but this latest test revealed 4+ crystals and Jack's abdomen had been somewhat tense on palpation. Concerned, the veterinarian calls Jack's owner with the results and recommends an ultrasound, informing her about the cost of the diagnostic test.
Jack's owner expresses concern over the price and asks if ultrasound is necessary. The veterinarian informs her that because Jack is showing other early signs of potential problems, and because urinary tract “stones” are common in the breed, she believes it is important to conduct the ultrasound to make a diagnosis so appropriate treatments can begin, if needed. Since Jack was not covered by pet health insurance, the doctor offered Jack's owner two options to help with upfront costs: a payment plan or third‐party financing.
Jack's owner trusts that her veterinarian is recommending the best diagnostic option, so she applies for third‐party financing, enabling her to make future monthly payments on Jack's veterinary care.
Veterinarians need to be prepared to discuss cost of care with pet owners at the time recommendations are made.
When veterinarians are not transparent and upfront about the cost of care, pet owners lose trust in them, and support staff are left to handle the brunt of client frustrations.
Veterinarians should make recommendations based on what is best for pets, not what they think pet owners can afford.
If cost of care is a barrier, a veterinarian should offer payment assistance options rather than modifying the recommendations.
When veterinarians neglect to discuss price and alter their recommendations based on price objections, clients are more likely to question their motives, which can result in negative perception of the veterinary profession.
References
1 1 Coe, J.B., Adams, C.L., and Bonnett, B.N. (2007). A focus group study of veterinarians' and pet owners' perceptions of the monetary aspects of veterinary care. Journal of the American Veterinary Medical Association 231 (10): 1510–1518.
2 2 Coe, J.B., Adams, C.L., and Bonnett, B.N. (2009). Prevalence and nature of cost discussions during clinical appointments in companion animal practice. Journal of the American Veterinary Medical Association 234 (11): 1418–1424.
3 3 American Animal Hospital Association (2018). The Veterinary Fee Reference, 10e. Lakewood, CO: AAHA Press.
4 4 Guzman, Z. Owning a pet can cost you $42,000, or 7 times as much as you expect. www.cnbc.com/2017/04/27/how‐much‐does‐it‐cost‐to‐own‐a‐dog‐7‐times‐more‐than‐you‐expect.html
2.10 Affordability of Veterinary Services
Patricia Khuly, VMD, MBA
Sunset Animal Clinic, Miami, FL, USA
As more and more people embrace the perception of pets as family members, the veterinary profession has worked hard to meet the needs of a more demanding audience of veterinary caregivers. To wit, the veterinary industry's principal reaction to our pets' elevated status has been to make its service offerings more sophisticated and raise the overall standard of care.
This cultural shift and the resulting veterinary advancements, while welcome, have had some unintended consequences. Most notably, these otherwise agreeable trends have unearthed an acute tension between veterinary professionals and the pet owners whose desire to treat their pets like family may outstrip their ability
