Clearing the hurdle: communicating the cost of veterinary care

Authors: Coe JB
Publication: Proceedings of the Australian Veterinary Association (AVA) Annual Conferences, Volume 2014 AVA Annual Conference, Perth, Issue Practice Management, May 2014
Publisher: Australian Veterinary Association

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Abstract: Veterinarians currently practice in an environment where the majority of pet owners pay for veterinary care out-of pocket. As a result, the discussion of cost (or lack thereof) is likely to have a significant day-to-day impact on the decisions owners make and the veterinary care patients receive. Research has identified cost discussions within veterinarian-client-patient interactions to be an area of potential contention for veterinarians and pet owners.1 A series of four veterinarian focus groups identified that the discussion of cost is a source of unease for many veterinarians. In comparison, pet owners participating in six independent focus groups expressed concern toward inadequate discussions of cost between veterinarians and their clients. Across the pet-owner focus groups, the participants indicated they expected their veterinarian to initiate cost conversations upfront because they felt a failure to discuss costs leads clients to make decisions which ultimately overextended them financially. Interestingly, a recent study found 53% of pet owners identified that the costs of veterinary care are usually much higher than they expect.2

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