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Are You Using Care Plans?by Mary Ann Vande Linde, DVM VMC, Inc. Evergreen, CO 80439 Hospitals use the terms "care plans" and "estimates" interchangeably, but I think "care plan" is the best choice. True, it provides an estimate of the cost, but if you're using your care plan effectively, it's more about process - it's a tool for educating the client about the steps needed to provide quality medical care for their pet and the value of each procedure, written in language the client can understand. Open your care plan with a paragraph that states the benefit of the process to the client. "Your pet is entering the senior time of his life, and oftentimes animals that appear healthy may have internal changes as a result of aging. If we can catch those changes early, we have a much better chance of heading off serious problems. These tests can help us make sure Oscar will be with you for the longest time possible, and in the best of health." Now talk about the levels of care a pet may need. Acknowledge that what you do for a great dane will be different from what you might do for a poodle. A good care plan outlines various levels for the problem, lists the specific procedures at each level, and provides the cost for each. Make sure the care plan has a place for the doctor and client to sign and date it. Remember that the care plan is just that, it's about the care of the pet and the cost associated with providing that care. You never want the client to go away feeling we're taking them or their money for granted. How you review the care plan is as important as its contents. Be sure the plan is reviewed in a quiet location where the client can concentrate on what is being said and ask questions. The receptionist's desk will never serve that purpose. I like a technique that I call "reveal", where you cover the care plan and reveal only the area you're discussing, one line at a time. By focusing on each section, you focus the learning. "Here at Level 2, the urinalysis will help us check for diabetes or other changes to the kidneys and allow us to look for parasites and bacteria." Explain each step and explain what the benefit is to the pet of having that service done. If you've done this properly, in language the client can understand, you'll have gone a long way to ensuring compliance. The client must see the bottom line, but they must first understand the benefit they're gaining for their money. Care plans are a great way to make sure your health care team is giving a consistent message, and that they're communicating in language the client can understand. Every care plan should further the branding of your hospital, and help the client understand the benefit to them of putting their pet in your care. |
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