Empower clients in open dialogue

By Courtney A. Campbell, DVM, DACVS-SA

The bond we share with our pets is immeasurable, bringing joy, companionship, and unconditional love into our lives. As veterinarians, we are privileged to be the stewards of this bond, entrusted with the health and well-being of our patients. However, a growing challenge looms large in our profession: the rising cost of veterinary care and the subsequent stress it places on pet owners. This is not just a financial burden–it may create a barrier to optimal care, leading to difficult conversations and, at times, heartbreaking decisions.

It was this very challenge that led me to develop the "Three Cs" framework: Choice, Continuity, and Critical Care. My goal was to develop a practical and empathetic approach that helps pet owners feel more prepared and confident in navigating the financial aspects of pet ownership, ultimately enabling them to make the best possible care decisions in a multi-species household.

The lifetime of costs: Understanding the financial reality

Let's be honest–pet ownership comes with a significant financial commitment. While the initial expenses, such as adoption fees or buying pet food, may seem manageable, the true costs unfold over the pet's lifetime. This includes routine vaccinations, annual wellness exams, parasite prevention, and providing high-quality nutrition. These are not just expenses–they are the foundational elements of preventive care that keep pets healthy, happy, and by their owners' side for many years to come. Understanding and planning for these ongoing costs is key to being the best advocate for your furry family members.

Findings from Synchrony's 2025 Pet Lifetime of Care Study highlight a significant disconnect between pet owners' perceptions and the actual financial realities.¹ The study reveals nearly eight out of 10 pet owners underestimate the true cost of care. For instance, caring for a dog over 15 years can cost $60,602, while caring for a cat over the same period can reach $47,106. Even small companion animals, over a six-year lifespan, can incur costs of up to $14,938. These figures underscore the critical importance of comprehensive financial planning for pet owners.

These figures are not driven solely by routine care–they also encompass the unexpected. A sudden illness, an accidental injury, or the diagnosis of a chronic condition can rapidly escalate veterinary bills into the thousands. Emergency surgeries, specialized treatments, advanced diagnostics–these are the realities that can catch even the most prepared pet parent off guard. Without a clear understanding of these potential costs and a proactive financial plan, these moments of crisis can quickly turn into profound emotional stress and financial strain. As a veterinarian, I have seen how preparing ahead can make all the difference in navigating these difficult times with confidence
and compassion.

It's crucial to guide pet owners and help them recognize that planning for both the expected and unexpected is a necessity for responsible pet ownership.

Breaking the stigma: Open conversations about finances

One of the most challenging aspects of my practice has been witnessing the stigma and fear many clients experience when discussing finances. I have seen the hesitation in their eyes, the reluctance to ask about costs, and heard the stories of despair when they are faced with a treatment plan they believe they cannot afford. This fear often stems from a societal discomfort with discussing money, coupled with a deep-seated guilt that they might be perceived as not loving their pet enough if they cannot afford every recommended procedure.

This dynamic creates a significant barrier in the exam room. When clients are hesitant to disclose their financial limitations, veterinarians are left to guess, potentially recommending treatments that are out of reach or not offering the full spectrum of care due to an unspoken assumption of financial constraint. This lack of transparency can erode trust and prevent us from truly partnering with pet owners to find the best solutions.

My personal experience has shown me that when veterinary professionals initiate these conversations with empathy and without judgment, we can transform a potentially awkward discussion into a collaborative effort to prioritize care. This occurs because empathy validates the client's feelings of stress or guilt, creating a safe space where they feel understood rather than scrutinized.

A deeper dive into the Cs: An approach to empowering pet owners

The Three Cs framework is designed to provide a structured yet flexible approach to financial preparedness and care planning.

Choice: The importance of financial preparedness and tools for urgent moments

The first "C" stands for Choice. This principle emphasizes the crucial need for pet owners to have options – the ability to choose the best possible care for their beloved companion, rather than being limited by immediate out-of-pocket expenses. It empowers them to pursue advanced diagnostics, specialized treatments, or alternative therapies that might otherwise feel out of reach. However, choice is not just about having unlimited finances—it is about cultivating financial resilience and preparedness. It is about having the foresight and resources in place to make the best decisions about your pet's health outcomes.

A part of financial preparedness is discussing various financial tools available to pet owners. Pet insurance, for example, can be a game-changer, covering a significant portion of unexpected veterinary costs. My team guides clients through understanding different policy types, deductibles, and reimbursement rates, helping them select a plan that aligns with their budget and their pet's needs. Beyond insurance, we explore options, such as dedicated savings accounts for pet emergencies, flexible financing solutions for veterinary services, and even community resources or charitable organizations that offer assistance.

Empowering pet owners with the knowledge and resources allows them to consider all viable treatment paths, ensuring their pet receives the best possible care without undue financial stress.

Continuity: Creating a care roadmap and budgeting for recurring needs

The second "C" is Continuity, focusing on the ongoing, proactive management of a pet's health. This involves establishing a long-term care roadmap with a trusted veterinarian and budgeting for recurring needs. Continuity of care is paramount for preventive health and early detection of issues.

I advise clients to develop a personalized wellness plan for their pet, outlining routine check-ups, vaccinations, dental care, and age-appropriate screenings. This is not just a list of services – it is a conversation about their pet's specific breed, age, lifestyle, and potential predispositions to certain conditions. By creating this roadmap, pet owners gain a clear understanding of the expected annual costs. We then discuss practical budgeting strategies, such as setting aside a small amount monthly for routine care or utilizing wellness plans offered by some veterinary practices.

An emphasis on preventative care can often mitigate the need for more expensive, emergency interventions down the line. A strong, trusting relationship with their veterinarian is the cornerstone of continuity, allowing for open dialogue about health goals and financial realities.

Critical care: Planning ahead for emergencies and treatment options

Finally, the third "C" is Critical Care. This addresses the inevitable reality of emergencies and serious illnesses. While we hope our pets never face such situations, planning ahead is crucial. This involves discussing potential emergency scenarios and knowing where to go for treatment.

I regularly discuss with clients the typical costs associated with common emergencies, such as foreign body ingestion, trauma, or sudden onset illnesses. This is not meant to instill fear, but rather to foster realistic expectations and encourage preparedness.

By having these conversations proactively, pet owners can make informed decisions under pressure, knowing they have considered their options and understood the financial implications. This preparation can significantly reduce stress during a crisis and ensure timely, life-saving interventions for their pet.

Why the Cs matter

The Three Cs framework is more than just a financial guide – it is a philosophy aimed at transforming the veterinary-client relationship and, by extension, the landscape of pet healthcare. This approach helps in several ways:

1. It empowers pet owners to be proactive in their pet's health care needs. When pet owners understand the financial realities and have tools to plan, they move from a reactive stance to a proactive one. This proactivity can lead to earlier detection of health issues, consistent preventative care, and ultimately, healthier, longer lives for pets.
2. It ensures pet owners are informed about care plan options, enabling more tailored approaches that fit suggested care plans and pet owners' budgets. No two pets, or pet owners, are alike. The Three Cs framework emphasizes a collaborative approach between the veterinarian and the family to customize care plans that meet the pet's medical needs while respecting the pet parent's budget, fostering a sense of partnership rather than a prescriptive dynamic.
3. It breaks stigmas around financial conversations, allowing for more open dialogue in exam rooms, which in turn helps veterinarians to build stronger relationships with their clients. Pet owners ultimately feel heard, understood, and supported, rather than judged. This open dialogue not only leads to better medical decisions but also strengthens the bond between veterinarians and clients, creating a true partnership in the lifelong journey of pet care.

   

The Three Cs offer a robust framework for navigating the complexities of pet healthcare costs. By embracing this approach, we can empower pet owners, optimize care outcomes, and foster a more transparent, trusting, and healthier community for all pets and their owners, ultimately deepening the human-animal bond.

Courtney A. Campbell, DVM, DACVS-SA, a board-certified veterinary surgeon, author, and TV veterinary medical correspondent, enjoys the beautiful triumvirate of the family-patient-doctor relationship. He founded Stitches Veterinary Surgery in Long Beach, Calif. Dr. Campbell marries his love for healing animals with his dedication to "edutainment." Campbell has partnered with Synchrony's CareCredit to help empower pet owners with the knowledge and resources that help enable them to ensure their pet receives the best possible care without undue financial stress.

The information, opinions, and recommendations expressed in the article are for informational purposes only. Synchrony and any of its affiliates, including CareCredit (collectively, "Synchrony"), do not provide any warranty as to the accuracy, adequacy, or completeness of any information for its intended purpose or any results obtained from the use of such information. Please consult with your individual advisors with respect to any information presented.

Reference

1. https://petlifetimeofcare2025.com/#page=1