How Veterinary Technology Can Address Client Cost Concerns
The cost of care is rising rapidly alongside veterinary medical advances, supply chain issues, and inflation, leaving clients worried about covering their pet's bills. According to a recent Newsweek study, 72% of pet owners have experienced climbing pet care costs, and 43% of those surveyed are somewhat or very concerned about how to support their furry pals financially.
Financial concerns stress clients and veterinarians by placing a barrier between what a pet needs and what a client can afford. Veterinary technology, including apps and communication platforms, can help create transparency, emphasize value, and ease financial discussions, reducing associated stress for all parties.
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Understanding Client Financial Concerns
Financial anxiety related to pet care is a reality for many pet owners. Rising costs can deter clients from seeking veterinary care or force them to delay necessary treatments. Additionally, high costs can degrade the veterinarian-client relationship or cause veterinarians to alter recommendations for fear of the client's reaction. Tiptoeing around the cost discussion may even lead to suboptimal care for pets and a stressful working environment for veterinarians.
How Veterinary Technology Apps Can Help
Modern communication technology provides tools for helping veterinarians address cost concerns, starting long before the client steps foot in the practice. Pre-appointment reminder channels, including email, text, mobile app notifications, and online portals, provide opportunities to communicate with clients about recommended care and associated costs in advance. Setting clear expectations and allowing time for the client to digest recommendations can reduce surprises and spark discussion topics when the client arrives for their pet's visit.
Providing detailed information about recommended services and associated costs also helps clients prepare financially. Some veterinary technology platforms enable veterinarians to send pre-appointment surveys and recommended treatment plans that break down costs and allow clients to review and consider without the pressure of an in-person discussion. This process also helps plant the seed for additional discussion.
Allowing Clients To Opt Into Their Pet's Care
Veterinary software that allows clients to see costs and opt into select testing before their pet's visit can be a game-changer. Providing an itemized list of potential services and associated costs lets pet owners review recommendations at their convenience and then research, deliberate, and make informed decisions about their pet's care. This cost transparency is refreshing for clients and can help build trust, making them more likely to accept recommended treatments.
Balancing Care Recommendations With Cost Sensitivity
Clients can be more likely to accept recommendations when they come with an acknowledgment of the cost and investment the client is making in their pet's health. Veterinarians can follow several strategies to balance care recommendations with mindfulness of cost sensitivities:
- Empathy and understanding: Understanding the client's financial situation and working within their budget—without judgment—can help build a stronger relationship.
- Prioritization: Clearly explain which treatments are essential and which are optional. Help clients prioritize the most critical care options.
- Alternative treatments: Offer cost-effective alternatives where possible. If a premium treatment is not within the client's budget, suggest a more affordable option that still provides a good standard of care.
Affirming The Value Of Preventive Care
Explaining the value of preventive care is essential for helping clients accept and prepare for annual routine pet care costs. Preventive care is crucial for early detection and management of potential health issues. However, negative test results still provide valuable information and offer pet owners peace of mind. Veterinary technology can assist in affirming preventive care value through follow-ups, notifications, and printouts or emails with client-friendly summaries that read like a pet report card. Visual representations of body systems and blood parameters help clients "see" the value. Plus, once clients accept preventive care as valuable, they will likely seek problem-based care more frequently.
Leveraging Payment Plans
Mentioning available payment plans can also ease financial concerns, especially if your clinic offers multiple options. CareCredit and Scratchpay are good examples of third-party payment providers—each with an available mobile platform—that allow clients to spread care costs over time. Veterinarians should be familiar with these services to diffuse tense cost discussions. Once clients realize they have payment options, and you are trying to help, they may soften and agree to the recommended plan.
Addressing financial concerns through communication technology has become increasingly essential as veterinary care costs rise. Pre-appointment communication tools, transparent cost information, payment plan options, and mindful discussions can help veterinarians reduce the financial stress associated with pet care, leading to a more positive experience for pet owners and veterinary professionals.