New study reveals moments of disconnect in veterinary specialty care

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When pet owners adopt their pet, they envision a bright future together. However, Synchrony’s new Veterinary Specialty Care Study reveals that many are unprepared for the reality of a visit to the ER hospital or specialty clinic. Often, they feel overwhelmed by the unfamiliar treatment options and the higher-than-expected costs. Understanding these knowledge gaps can help you better prepare them for those unexpected moments of care. Here are four key takeaways you need to know.

Pet owners don’t know much about specialty care – if anything

For most pets, it isn’t a matter of if they’ll need specialty care, but when. Despite this, the research has revealed that pet owners are ill-prepared, with 54% admitting they know little to nothing about specialty care.This only adds to the confusion and intimidation pet owners experience. This knowledge gap can create hesitation, especially in high-stress moments   where quick decisions are needed. That’s why it is important to feel comfortable communicating your hospital’s financing options, either it be for an emergency, specialty or routine care.

When advanced care is needed, financial concerns rank up there with pet health concerns.

While their pet’s health remains a top priority, cost concerns can be equally significant for pet owners. When specialty care is recommended, 72% of pet owners say they are extremely or very concerned about both the cost and the outcome of their pet’s treatment. Taking a balanced approach to addressing clients’ cost concerns as well as their pet’s health can help alleviate some of their stress

Pet owners can feel anxious at a specialty care bill less than $500

Cost anxiety kicks in for pet owners sooner than you might think. Sixteen percent report feeling financial stress with a specialty care bill under $500, and for half of pet owners, that threshold is under $1,000. This doesn’t mean clients don’t want to consider options at a higher price point, but you may need to allow time and space for them to process this stress. Reinforcing the value of the recommended care in maintaining their pet’s health may help.

Transparency about payment options is essential

Veterinary practices can improve pet owners’ experience by proactively offering payment information. For example, 63% of pet owners prefer to know their payment options when making the appointment, at check-in or on the practice’s website. Highlighting financial solutions such as pet insurance or flexible financing—before they even ask—can allow pet owners to focus on their pet’s care without an added burden of financial worry.

Whether you’re a primary veterinarian or a specialist, you play a crucial role in helping pet owners understand and feel comfortable with specialty care. By bridging the information gap and addressing cost concerns directly at each moment a pet needs care, practices can enhance trust and enable pet owners to make informed decisions—ensuring they feel supported throughout the specialty care process. Explore the full study at vetspecialtycare.com.