Increase Preventative Dispensing During Exams

By Wendy S. Myers, CVJ, Founder & Communication Expert, Communication Solutions for Veterinarians

Q. As a veterinarian, I see too many clients leaving appointments without heartworm preventatives for their pets. How can my team persuade pet owners to buy preventatives?

A. Failing to dispense preventatives puts patients’ health and pharmacy income at risk. Research shows 66 percent of dog owners leave the clinic without heartworm preventatives.[1] Among clients who buy heartworm preventatives, they only purchase an average of 8.1 doses per year.

Schedule a staff meeting to discuss the issue. Ask employees what they do now to promote preventative purchases. Let your team know the average number of doses dispensed for dogs and cats per year at your hospital. Brainstorm ideas with your staff on ways to improve preventative compliance. Once you agree on a team strategy, write a standard operating procedure (SOP) on how you will increase preventative dispensing.

Here are compliance boosters to discuss with your team:

display educational tools.

The exam room is your classroom. Use models, slideshows on exam computers or digital photo frames, bulletin boards, and the scary heartworm jar (my favorite). Post prevalence maps from the Companion Animal Parasite Council that show risk in your county and state (https://capcvet.org). In the lobby, hang a city map with map tacks on areas where heartworm positive dogs live.

Put the same educational displays in every exam room. If you have four exam rooms, you need four heart models. You don’t want to interrupt an appointment in another exam room to fetch the teaching tool you need.

send history forms based on the reason for visit with confirmations.

Two days before wellness appointments, clients will get history forms that ask about vaccines, diet, exercise, lifestyle, health changes, refills needed, and preventative usage. Your form should ask, “Which heartworm preventative do you give?” and “When did you give the last dose?” Technicians and doctors will ask follow-up questions based on clients’ answers.

check records for purchase history before starting exams.

preview services and products at the beginning of appointments.

Technicians or assistants will introduce themselves to clients, explain their role, and identify clients’ concerns to help the veterinarian prioritize care and keep the appointment on time. Say, “Hello, (client name) and (pet name). I am (employee name), the technician who will assist Dr. (Name). Thanks for completing your wellness history form, which I have reviewed and will ask you follow-up questions. I will get your pet’s vital signs and then Dr. (Name) will join us. Does (pet name) have any health or behavior concerns that you want to discuss with the doctor?”

Once the client replies, explain services and products you will deliver during today’s appointment. Say, “(Pet name) needs an exam and vaccines for distemper, Parvo, rabies, Bordetella, leptospirosis, and Lyme. We will test for intestinal parasites and heartworm/tick diseases. (Pet name) needs refills of flea/tick and heartworm preventatives. I will tell you about instant rebates so you may save the most. What questions may I answer before we begin?” Use the action word of “need” instead of the wiggle word of “recommend.” Be confident and clear that heartworm preventatives are medically necessary.

share a consistent message.

Have your team write a script of two to three sentences about heartworm disease, including how it is transmitted, how to prevent it, and the need for annual testing. The annual cost of preventatives can be less than 10 percent of the cost of treatment.[2] Clients need to understand that heartworm disease can be fatal, and there is no treatment for cats. Prevention is the most affordable and proactive choice.

Don’t Ask—Tell Clients When They Need Refills.

offer 12 doses first.

This reinforces your standard of care for year-round protection. If clients can’t meet the expense of 12 doses, offer six today and autoship the next refill of six doses through your online pharmacy. If clients can only afford single doses, set up monthly delivery of single doses of preventatives with free shipping through your online pharmacy. Heartworm preventative dispensing went from an average of 5 ½ doses when sold in-clinic to 11 doses when auto shipped.[3]

have doctors and technicians discuss preventatives in exam rooms.

provide ongoing training for your team.

Schedule a staff meeting twice a year on parasite and preventative training with sales representatives of your top-selling brands. Forward book dates so you get your preferred meeting date and time with your sales representative. Consider lunch-n-learn sessions in spring and fall. You’ll refresh your team’s knowledge and ensure consistent messages with clients. The American Heartworm Society offers “Heartworms Unraveled,” a series of five videos on heartworm biology, heartworm life cycle, heartworm testing, heartworm prevention, heartworm treatment, and feline heartworm disease (https://bit.ly/3W72kr8).

Once your team discusses and creates a SOP on improving heartworm preventative compliance, share monthly results with them. Regular updates will keep your team motivated to protect more pets.