Complimentary Sponsored Content – Part 3 of a February 2021 series
In the first two posts <post-1> <post-2>, study results reported by Wendy Hauser, DVM, and team indicate clients and veterinary team members feel better when proactive education about pet health insurance occurs and demonstrated a strong correlation between insured pets and the care these pets receive.
The third section of this study addresses veterinary team challenges when discussing cost of care including pet health insurance. Adding communication training for the entire team buoyed individual confidence as well as client perceptions.
Five key barriers to proactively educating clients about pet health insurance were identified and explained:
- Discomfort in talking with clients about pet health insurance
- Time and focus to create new team habits
- Lack of individual accountability and ownership
- Continuous training of new and existing team members about pet health insurance education
- The lack of role modeling by veterinarians in having pet health insurance conversations with clients
. . .“This training resulted in veterinary team members changing their narrative from one where they felt their recommendations to pet owners were constantly rejected or challenged to one where team members felt they effectively partnered with clients to find solutions.”– Wendy Hauser, DVM, Kathleen Kaiser Schoen, BS
Source: ASPCA® Pet Health Insurance. Link. In summary, this study suggests that a well-trained veterinary team in the art and practice of cost of care conversations, including pet health insurance, leads to a multitude of benefits for veterinary hospitals, as well as for their team members, clients and patients.
View the a) executive summary, b) study article, c) infographic and d) a webinar approved for 1 hour RACE CE credit.
Learn more, ASPCA® Pet Health Insurance. LINK.
INSIGHTS: The time is now. Our AHD team monitors trending topics in consumer media related to the responsibilities of pet ownership. Hauser’s study results indicate progress is likely when cost of care is discussed up front, including pet health insurance.
