As veterinary receptionists, we have a duty to provide our clients with support and guidance in many aspects of their pets’ care, and to do so without judgement. Pet owners face many difficult challenges and decisions throughout their pets’ lives, and support from their practice’s reception team can make all the difference.
We see first-hand the emotional and financial strain pet owners endure, especially during the ongoing cost-of-living crisis. Owners love their pets dearly, but many struggle with rising costs, making decisions about their care even more stressful. Our role isn’t just about booking appointments, answering the phone or processing payments – it’s about offering support, empathy and assistance without judgement.
Support without judgement
A phrase often heard across the veterinary industry is “people should not have pets if they are unable to afford them”. However, this oversimplifies a complex issue and lacks compassion for pet owners whose financial circumstances may change unexpectedly. While responsible pet ownership includes providing proper care, life is unpredictable. Job losses, illnesses or other hardships can arise after a pet has already become a beloved family member.
While responsible pet ownership includes providing proper care, life is unpredictable
Take a moment to put yourself in your clients’ shoes and understand their struggles. Every pet owner who walks through the door has their own financial situation. While some may be able to afford the highest level of care without hesitation, others might have to make difficult choices. Struggling financially does not mean someone loves their pet any less – many owners are already sacrificing personal expenses to ensure their pet gets the care they need.
It is essential to create a judgement-free environment for pet owners. Some may already feel embarrassed or guilty about not being able to afford treatment, which may cause them to react negatively – sometimes becoming more hostile and making comments about the practice caring more about money than their pets.
However, approaching these situations with kindness and understanding can make their experience far less stressful. Simple reassurances, such as acknowledging that we understand they want what’s best for their pet and that we are here to help them explore options together, can make all the difference. By offering support and solutions rather than judgement, we can help clients feel more comfortable seeking help rather than avoiding care altogether.
Discuss finance options
So, what practical solutions can veterinary receptionists offer? Introducing discussions on financial options is the first step. Options include:
- Insurance guidance: if a client has insurance, we can help them understand how to make a claim and determine what is covered. We can also advise clients on the benefits of pet insurance if their pet isn’t currently insured
- Payment plans and assistance: if your practice offers payment plans or works with charities, we can inform clients of these options
- Alternative treatment plans: sometimes, there is more than one way to manage a pet’s condition. We can encourage clients to discuss different options with the vet
- Charitable resources: organisations such as PDSA, Blue Cross, RSPCA and potentially other independent charities local to your practice may be able to help. Pointing clients in the right direction can make a world of difference
As veterinary receptionists, we also feel the weight of these conversations
As veterinary receptionists, we also feel the weight of these conversations. We, too, understand the constant rise in costs across the UK – not only within the veterinary industry but in everyday life. However, it is important to remind ourselves that we are doing our best to support both pets and their owners. Remember to always take time for self-care and lean on your colleagues for support.
Final thoughts
During tough economic times, our role as veterinary receptionists goes beyond admin. We are a crucial bridge between pet owners and the care their animals need. By offering support with empathy and without judgement, we can make a challenging situation a little easier for everyone involved.
