Emergency expenses aren't so unexpected
How to address emergency expenses.
Q. Is it in poor taste to address payment in emergency situations?
"Some clients will do anything to save their pets," says Karen Sabatini, Firstline Editorial Advisory Board member and receptionist at Ardmore Animal Hospital in Ardmore, Pa., "and others will always think of cost first and foremost." Either way, both types of client expect a charge—an expensive one—if they bring a pet in for emergency care, Sabatini says. So don't be shy about broaching the bill, just do it delicately.
Karen Sabatini
After the pet is stabilized, the doctor will privately meet with the client to explain the care provided and suggest a treatment plan. Meanwhile, you should prepare an estimate for both services rendered and recommended, Sabatini says. Then you can go over the costs as well as any payment options your practice offers, such as pet insurance or third-party payment plans, to help the client decide how he or she will continue with emergency or extended care.
Because both you and the doctor explained the value of what you've done and what you will do for the pet—and offered payment options—the client is unlikely to take offense to paying or setting up a plan right then, Sabatini says. Tip: Tell clients you'll call if there are any changes in treatment or cost, providing it isn't a life-or-death decision, Sabatini says.
