![]() ![]() This can be easily undermined when staff is encouraged behind the scenes to push certain optional products and procedures during exam room visits. This is where a relationship based on competency and trust is established. ![]() The rapport among pet, pet owner, and veterinarian is established during exam room meetings. The best way to maintain proper ethical balance in these 2 areas begins and ends in the exam room. There is always a temptation for the profit incentive to outweigh sound medical judgment. After all, veterinary medicine is a combination of a medical facility and a for-profit small business. The profit motive in veterinary practices is always present. This, however, should never be perceived as a self-aggrandizing upsell, but rather as a helpful suggestion to maintain the pet’s health and well-being. There is no doubt the information presented in the exam room leads to an increase in sales of medical diagnostics. Owners of older pets should be advised of the importance of yearly blood screenings, senior onset dental disease, and arthritic assistance protocols. Owners of younger pets should be made aware of microchips, pet insurance, and noncore vaccines consistent with pet lifestyle choices. What is discussed in the exam room should be related to the individual risk assessment of each patient. The consensus approach was an effective compromise. Meanwhile, the hospital manager and some staff veterinarians felt all of this was important to share with the client. ![]() Some clients have even remarked they thought the staff was pushy when mentioning these services. At first blush, this seems an appropriate discussion to have with a pet owner, though several staff members felt it was too much information to be discussed during a visit. The staff had been encouraged to mention blood work for older dogs, preventive parasite medication promotions, dental assessments, and additional available procedures. Certain veterinarians and technicians felt the exam room experience had too much of an upsell vibe to it. ![]()
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