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The intriguing concept of wellness plans - could they work in Australia?

Posted in Client Service @ Jan 3rd 2012 3:35pm - By Judy Gillespie, Vetanswers

This concept of 'Wellness Plans' intrigues me.  Clients pay a flat monthly fee for a variety of veterinary services as well as unlimited visits during office hours.  The idea is to encourage pet owners to bring in their pets sooner and more often which is obviously better for the animal and also means owners are free to ask questions whenever they feel the need.

It also enables practices to schedule standard procedures during quiet times and includes a comprehensive 'Wellness Exam Report' that is a great opportunity to educate clients and build relationships with them.

It seems to be more common in the US and I only know of one practice in Western Australia operating a similar scheme.  This dvm360 article 'Smashing the barriers to Care: Answers to your top 6 questions about veterinary wellness plans' answers some commonly asked questions regarding the process:

  1. Do clients abuse the unlimited office calls?
  2. What do you do if a pet dies or a veterinary client moves away?  Does the client receive a refund?
  3. How do you handle monthly payments and the automatic renewal process?
  4. What promotional tools do you use to inform your clients about wellness plans?
  5. How do you account for production revenue for doctors who administer wellness plan services?
  6. What's included in the comprehensive exam report?

The always informative dvm360 website also offers more information & resources on the concept of Wellness Plans:

Do you think this is a concept that could work in the Australian market?  Tell us in the comments section below.


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