Animal Health Solutions

25 Q1 2023 | Animal Health Solutions REFERENCES: 1. Facebook poll of 139 veterinary hospital managers, Dec. 21, 2022. Data on file at Communication Solutions for Veterinarians Inc. 2. Stapleton-Charles N. Veterinary Clinics: An Alarming 70% Are Battling Staffing Shortages in Healthcare. Weave blog. Available at: https://www.getweave.com/veterinary-clinics-an- alarming-70-are-battling-staffing-shortages-in-healthcare. Accessed Jan. 19, 2022. 3. Klingbord J. Exam Room Communication for Veterinarians. AAHA Press, 2011:27,29,160-162,34-35. 4. Pet Lifetime of Care Study, August 2021:13. Synchrony. Available at: http://petlifetimeofcare.com. Accessed Dec. 19, 2022. 5. AAHA Veterinary Fee Reference, 11th edition, AAHA Press, 2021;120. 6. Language That Works: Changing the Way We Talk About Veterinary Care, American Veterinary Medical Association. September 2021:22. Available at: https://www.avma.org/blog/ new-ebook-reveals-best-language-use-clients. Accessed Nov. 29, 2022. Address cost head-on. An unexpected expense of $250 is a financial issue for 1 out of 4 pet owners. 4 The average dental case is $499.64, according the AAHA Veterinary Fee Reference, 11th ed. (includes preanesthetic exam, CBC with differential, chemistry panel with eight chemistries, dental radiographs, preoperative pain medication, 30 minutes of anesthesia, IV catheter and placement, IV fluids, dental scaling and polishing, subgingival curettage, fluoride application, electronic monitoring, post-procedure pain medication, post- procedure injectable antibiotics, hospitalization, and one- week supply of antibiotics). 5 Say, "We can help you with financing options to pay for veterinary care," advises the eBook, Language That Works: Changing the Way We Talk About Veterinary Care, from the American Veterinary Medical Association. 6 Update your hospital's treatment plan templates with links where clients can learn about third-party financing. The last line item on a treatment plan is: "Learn about financing options at ." Embedding the description in templates will ensure financial solutions are consistently communicated to clients. Circle or highlight the link so clients know where to learn more. In addition to treatment plans, share financing links in email and text confirmations, QR codes, website banners and buttons, and social media posts. Set dental fees by grade to incentivize early treatment. Increase prices 25% or more between each grade. A Grade 1 dental procedure might include one 30-minute unit of anesthesia while a Grade 2 procedure would have 1.5 units or 45 minutes. Let's use the average of $500 for a 30-minute Grade 1 dental procedure from AAHA Veterinary Fee Reference. From Grade 1 to 4, the cost of care nearly doubles (see chart). Reward the behavior you want, which is early treatment. Extractions would be additional based on the number and difficulty of oral surgery. Dental treatment Grade 1 Grade 2 Grade 3 Grade 4 Average fee $500 $625 $781 $976 Ask for a commitment to treat. Offer the veterinarian's next two procedure days. Book the procedure with the same doctor who diagnosed the condition because he or she will be familiar with the case and enjoy production pay. Scheduling with the same doctor also increases clients' confidence. Use the yes-or-yes technique to lead clients to book now. Say, "Dr. diagnosed with Grade 3 dental disease. We can perform the procedure on or . Which do you prefer?" Let's stop cramming too many procedures into one month, exhausting our technicians, and disappointing clients who can't claim the discount when patient capacity overflows. Celebrate the end of dental discounts like the death of the Yellow Pages! About the author Wendy S. Myers, CVJ, has taught communication and client service skills for more than two decades. As founder of Communication Solutions for Veterinarians, she teaches practical skills through online courses, onsite coaching, and conferences.

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