Picture this scenario: It’s the dead of night, and your beloved furry companion is in distress. You rush them to the nearest emergency veterinary hospital, heart pounding with worry. As you sit in the waiting room, anxiety gnaws at your insides, your mind racing with fears for your pet’s well-being. Finally, the veterinarian emerges, presenting a treatment plan with an estimated cost. In that moment of panic and desperation, most pet owners find themselves nodding along, agreeing to whatever it takes to ensure their companion receives the necessary care.
But the truth remains: in the throes of such emotional turmoil, rational decision-making often takes a backseat. Many owners agree to treatment plans without fully comprehending the financial implications.
This is why it has become common practice for hospitals to not only require a signed treatment plan and estimate but also some sort of down payment before proceeding with the plan. This is not because hospitals are “all about the money” but because it forces the client to think realistically about what this means for them. This is often when clients will ask about a payment plan or offer to defer payment to a later date.
For veterinary professionals, these moments are not just emotionally charged for pet owners but also incredibly stressful for the staff themselves. Veterinarians, technicians, and support staff enter their workplace every day with a shared mission: to alleviate suffering and promote the health of beloved animal companions. However, they also bear witness to the heart-wrenching reality of financial constraints that many pet owners face. While their primary focus remains on providing the best possible care, they empathize deeply with owners who are navigating difficult decisions amidst financial uncertainty.
In such situations, veterinary staff are tasked with maintaining professionalism while staying within the boundaries of their roles. The veterinary-client-patient relationship centers around care for the pet, and that’s where it should remain. Veterinary professionals are educated and trained in matters of medicine and science, not financials. While they are dedicated to providing guidance and support to clients in navigating their options, veterinary staff cannot solve financial issues for pet owners.
“The veterinary-client-patient relationship centers around care for the pet, and that’s where it should remain.”
Most clinics are not in a position to offer “payment plans” or defer payment. These are small businesses designed for medicine and science, not financial planning or assuming financial risk like a bank would. Veterinary hospitals have financial obligations they must meet as well, such as paying staff for their time, mortgages, medicine, and tools. All of which they cannot defer.
And the sad reality is, this is often not a request from just one client – in a week or a month, it can be several. It’s a sad reality that emergency clinics know all too well. For example, a local emergency hospital in Ontario used to require 50% of the total estimate as a down payment before proceeding with the care plan. However, they now require 100% of it upfront due to the volume of bills that remain unpaid at the time of completion. Each one, a loving pet parent that wanted what was best for their pet without recognizing the extent of financial responsibility.
It is important that pet owners communicate with their veterinary teams and be honest with them, and themselves, about what is realistic. This way veterinary teams can alter the plans to suit the reality for the pet owner (see blog: Spectrum of Care). Or perhaps the team can counsel owners on what is necessary right away, and what portions of the plan can be completed at a later date when the client has time to financially prepare.
There are other solutions that veterinary staff can direct clients to in times of financial stress. There are third-party payment solutions that some clinics partner with. These are short-term loan institutions that pay the clinic directly, while having the owner owe them, not the clinic. These have worked well in clinics because they keep the relationship between veterinary teams and clients based on the care for the pet, not financial. This would be similar to having a credit card for emergencies, which is something some clients choose to do.
Of course, the best solution would be to have pet insurance for every pet. There are many more options and plans out there for pet owners in these modern times. Therefore finding a plan that suits the pet and the family is easier than it has ever been.
In the intricate dance between pet care and financial responsibility, it’s essential for both pet owners and veterinary professionals to navigate with open communication and realistic expectations. It is crucial to remember that veterinary clinics operate within a framework of a small business, offering the service of veterinary medicine rather than financial advisement and risk. By fostering honest dialogue and exploring available options, pet owners can make informed decisions that prioritize their pet’s well-being while also considering their financial capacities. Veterinary professionals, in turn, continue to uphold their dedication to providing the best possible care, offering guidance and support to ensure that every pet receives the attention they deserve. Through collaboration and understanding, we can strive to create a harmonious balance between compassionate care and financial sustainability in the realm of veterinary medicine.