dvm360: How to talk to clients about the cost of veterinary care

Few conversations in veterinary medicine are as emotional as the ones that involve cost. Pet owners are worried about their pet, trying to process medical information, and often making financial decisions in real time.

That creates a different dynamic from what many people experience in human medicine. I was recently talking with my family’s pediatrician about how similar our jobs are. Her patients are children. My patients are pets. In both cases, the patient is not the one making the medical decisions.

But there is one major difference: In veterinary medicine, financial decisions often have to happen before treatment begins.

Pet owners may love their veterinarian and still say, “they’re expensive.” That same statement does not usually follow a conversation about a pediatrician. In human medicine, costs often depend on insurance coverage. If there is a billing question, people usually call the insurance company, not the doctor. The bill may also arrive weeks after care has already been provided.

In veterinary medicine, costs are often discussed up front during an already stressful appointment. That can make the conversation feel personal, even when it is not.

Dr. Ali Mason is a veterinarian and regional doctor mentor at Peace Love Pets Veterinary Care, a Thrive Pet Healthcare partner in Commack, New York. She has also served as the Regional Director of Operations for Thrive Pet Healthcare’s hospitals in the New York City area and as chair of Thrive’s Team and Patient Safety committee.

Dr. Mason began her career in New York City, where she worked as a small animal general practice veterinarian and medical director. She later advanced to an area medical director role, mentoring many veterinarians throughout the region.

She earned her Doctor of Veterinary Medicine from the Atlantic Veterinary College and her bachelor’s degree from Hamilton College.

From her early days as an intern in an emergency and specialty hospital, Dr. Mason recognized the importance of pet insurance in veterinary care. She continues to be a strong advocate for preparing pet owners to manage unforeseen veterinary expenses and mentors her peers on discussing pet insurance as a way to benefit patients, families, and veterinarians.