DISCUSSING TREATMENT OPTIONS

Options serve an important secondary role in the care and cost conversation. Both veterinarians and pet owners agree that if there are concerns around the cost of the recommended treatment plan, speaking to alternative treatment options is the best next step.

Be mindful not to use language that can be perceived as judgmental.

When it’s appropriate to present options, frame them as personalized to the clients’ needs and budget. This helps assure pet owners that even if they aren’t able to choose the absolute gold standard of care, the veterinary team is still focused on helping them make a decision that works best for them.

Language to use Why it works

“Our team is here to help provide personalized options that work for your budget.”

Personalized options go a long way in driving confidence that we’re providing an intentional approach specific to the client and their pet.

“Everyone at the veterinary practice is committed to finding an option that works for you.”

Language to lose

“We aim to offer a range of care and treatment options for your budget.”

Communicates that the veterinary team is on the pet owner’s side and cost shouldn’t prevent animals from getting the care they need. According to one pet owner, “It makes it feel like they’ll give me all the facts and let me make the decision.”

Why it falls flat

Pet owners don’t want a list of options without explanation. They want to understand what they’re paying for and why.

“There are multiple care options that can be effective for your pet’s needs.”

It can leave pet owners feeling lost or confused as to how to proceed. Our clients see us as experts and want to know what we think. As one pet owner said, “But you’re the expert… what does my pet need?”

Language that works