"I can’t pay for treatment"

Dana Durrance, MA & Laurel Lagoni, MS

Veterinary Economics June 1999; pp. 64-66

This article covers what to do when clients say they can’t pay you to treat their pets. Keeping emotions separate from the monetary aspect of these types of transactions can be difficult at best, but here are some guidelines to help get you through this type of situation.

When a pet its owner are experiencing a life-threatening illness or injury coupled with perceived inadequate funds, the client will often link money with how much you care about the health and welfare of his/her pet. Clients may also have a preconceived notion about the cost of veterinary care.

• Do not undercharge for veterinary services (undercharging gives unrealistic beliefs to clients, devalue the profession, and hurt the practices finances)
• Learn how to separate compassion for the animal and client from business and medical responsibilities.
• Remember that veterinary medicine is a profession that deserves adequate compensation and you should help your clients understand that if they don’t already.

1. Depersonalize angry clients’ comments – Clients venting frustration are usually upset about the situation, but may try to make you feel guilty about your terms.

• Answer: Financial limitations don’t reflect the level of compassion on your part or theirs. Brainstorm on ways that both your needs and the patient/client’s needs can be met.

1. Validate clients’ reactions to financial limitations – Not being able to afford care for a pet can often make a person feel scared, shocked, embarrassed, angry, or guilty.

• Answer: State that you understand that they care a lot about the pet and weren’t expecting such a sudden expense.

1. Show clients the costs behind your fees – Sometimes explaining the procedures that will be used, the expertise required to perform these tasks, and the time needed to attend to their pet’s needs helps clients understand and justify costs. Hospital tours, handouts, models, specimens, and pictures may also be helpful.
2. Describe your feelings – If clients understand that you can empathize with them it may help.

• Answer: "Handling finances is one of the toughest parts of my job. I chose to be a part of the veterinary profession because I care about animals, and I feel sad and frustrated when I can’t provide free treatment."

1. Provide written estimates, and prepare clients for future expenses – Use written treatment estimates with a range of costs indicated that the client must sign prior to proceeding with treatment. The range should include a buffer, but not be overestimated.
2. Keep financial responsibility on the client – Have the client brainstorm ways to afford treatment (i.e. borrow money from relatives or friends, use a friend’s credit card, or ask for a paycheck advance). Don’t consider extending hospital credit until all other options are exhausted (i.e. credit cards, short-term credit-agency loan, hospital payment plan)
3. Establish a charity fund – The clinic sets aside special funds for patients suffering from animal abuse or needing emergency treatment without funds available. Employees and clients can contribute to this fund to memorialize pets or help others in need.
4. Promote pet health insurance – Provide brochures and contact information to all clients by display or in new-client handouts.
5. Make consistent decisions – ALWAYS consider your consequences prior to approving hospital credit, reducing fees, or giving away services. You may not be able to do it again for this client or their friends.

Remember that you may not be able to help every animal or owner. They may elect euthanasia or take the pet elsewhere.

• Communicate openly
• Educate and empathize
• Act creatively to serve your patient’s and client’s needs
• Act in a compassionate and professional manner