We all know the cost of veterinary care can often be an emotive issue and therefore it will come as no surprise to learn financial concerns commonly feature in client complaints. In this lecture, we will use case examples to explore the challenges involved in financial discussions in practice and discuss techniques to try to ensure clients are less likely to complain about the bill.

Key Learning Objectives:

• Understand the barriers to communication with clients regarding costs.
• Learn techniques to overcome these challenges.
• Be confident regarding financial discussions.