It’s no surprise, but variance numbers are just too far apart between veterinary teams’ and their clients’ perceptions.
Opinions between veterinarians and pet owners differ about what parasite education, treatment and diagnostics are being done in visits, according to new data from Partners for Healthy Pets, AAHA and AVMA.
Parallel information from the Veterinary Hospital Managers Association (VHMA) supports the challenges uncovered in the PHP paper.
Pet owners want care recommendations that are personalized to their situation.
Source: VETTED, June 21, 2018. Link.
Results like these were eye-opening for participating veterinary practices, according the whitepaper, “The Opportunity: Pet owners don’t hear what we think we tell them (and how to fix them)”
Source: Practice Pulse, VHMA, May 29, 2018. Link.
As noted in the VHMA May 2018 Insiders’ Insight Report <link> the primary reasons clients don’t accept the veterinary team recommendations are:
- Financial limitations
- Failure to understand the value of the recommendation
- Failure of the client to fully comprehend the recommendation
INSIGHTS: Take time to study and act on this content:
- Put it on an agenda for a staff meeting and assign individuals to prepare to discuss a portion of the information.
- Record a few exam room conversations to see if you’re simply piling on too much for clients to comprehend in a short time.
- Consider asking a key account manager from a manufacturer or distributor to facilitate the discussion and montly follow-up on action items for three or more months to ensure improvements are carried out
Identify at least three items that each staff member is responsible for carrying out during every exam.