Earlier this year, the Competition and Markets Authority (CMA) identified a number of concerns about transparency and client choice within the veterinary sector. One key finding was that clients may not be given enough information to make informed decisions about their pet’s care.
Transparency within veterinary practice is important for several reasons. Primarily, it helps clients make informed choices for their pets. Providing clients with the upfront cost of treatments and services, and transparent pricing enables them to consider both quality and affordability.
Another good reason is to prevent unnecessary expenses. When pricing information is unclear, clients may unwittingly incur costs for medicines or prescriptions without fully understanding the financial implications. So, how can veterinary practices be more transparent with clients about their fees and services?
Communicate clearly
Make sure clients know how fees are calculated and what they’re paying for. Being transparent helps them make informed choices and encourages open conversations about costs. Always check with clients before starting treatment and keep them in the loop throughout the process to avoid surprises.
Provide written estimates
Always provide written estimates for treatments or procedures to ensure clients have a clear understanding of the expected costs before moving forward with care. Display a price list for common services on your website and practice waiting area, and update it regularly to reflect any changes.
Discuss payment arrangements
Talk openly about payment options. Whether it’s payment plans, insurance coverage, or other arrangements, discussing these choices helps clients plan for expenses.
Euthanasia discussions, in particular, require a sensitive approach. Be clear about fees and give clients time and space to decide. If a client says they can’t afford the cost, be empathetic – acknowledge their concerns and offer alternative options like payment plans. Open communication and compassion are key in this scenario.
Make billing crystal clear
Be upfront about billing: Send invoices promptly and keep things transparent. Break down the charges clearly, and don’t forget to explain any extra fees. Being open about costs reduces confusion and builds trust.
Provide detailed care plans
Offer clients detailed care plans outlining the cost of their pet’s treatment, including patient information, treatment details, nutritional recommendations and monitoring instructions.
Building strong relationships
Transparency within veterinary practices plays an important role in helping clients make informed decisions about their pets’ care. By clearly communicating fees, giving written estimates, and discussing payment arrangements, practices can enhance trust and prevent unnecessary expenses.
