More veterinary practices fall into the "neglected income" group than any other. The sad fact is that many veterinarians look
at sitting down to manage their own practices as if it were a sentence to hard labor. As a result, their practices may suffer
due to income lost through poor pricing practices.
The situation is more common than you may think. In many cases, a practice's fees may need to be increased. But since some
fees are more sensitive than others, adjusting them must be done with both eyes set on client perceptions of value. This can
be accomplished through strategic pricing and use of a proven computer-based assessment program.
This was the case with what I'll call, On-the-house Animal Hospital (OAH). The three doctors at OAH needed help developing
a plan for the future, and they asked us to analyze their practice revenues to discover how they might improve their profitability,
market share and staff efficiency and develop a workable exit strategy.
We found that their fees, like those at so many other practices, just did not represent the level of patient care and client
services they were giving their community. The red flag that their fee structure was out of line was their average charge
per doctor transaction. In well-managed practices, the minimum average doctor transaction fee should be 3.5 times the examination
This hospital's examination fee was appropriately priced for their community's economics at $45.40, so their desired and appropriate
transaction fee should have fallen between $136 and $159. However, they averaged only $117 per transaction. For this three-doctor
hospital with around 14,000 transactions each year, this amounted to a minimum loss of $266,000 annually. As about 80 percent
of this incremental income would fall to the bottom line, we were looking to add well over $200,000 in pretax profits here.
With OAH we used competitive pricing (pricing fees at or slightly higher than competitors' fees) only for products and services
for which clients price-shop, such as vaccinations. To be competitive, a price has to be visible. Charging separately for
vaccinations and exams accomplishes this while also providing the opportunity to demonstrate the value of the physical health
Using preprinted medical history questionnaires and sending home formal health report cards also reinforces the value of regular
exams and can help identify health problems routinely missed without a good medical history. Here, OAH demonstrated its high
level of care and reinforced its client education programs.
This hospital already billed separately for exams and vaccinations but charged only $39 for an exam when vaccinations were
given rather than the full comprehensive exam fee of $45.40. Ideally, there should be no difference in price for an exam whether
or not vaccinations are given. The exam is the same with or without the vaccination, and you should never discount your time
At OAH, we successfully increased the price for exams with vaccinations to $42.40 and advanced to the full fee of $45.40 six
months later. Based on the results of a community fee survey, the hospital's vaccinations were priced competitively. We decided
to maintain vaccination fees at their current levels.
Value-perception pricing was used for services to which clients ascribe tangible and intangible value. We have identified
these perceptions over two decades of client surveys. Our computer programs now integrate these values with the local demographics
and set their fees accordingly.
The perceived value of services is higher when combined with intangible qualities such as specialized medical knowledge, a
friendly, helpful staff and the ability to speak with clients in a language they understand. Value-based services include
most laboratory, radiology, hospitalization and non-elective surgeries. Your fees for value-based services can be greater
than those at other practices in your community as long as your clients believe they are getting a better value at your practice
than they would at the practice down the street.
Using our proprietary demographic fee programs, we determined that OAH's fees for laboratory, imaging and diagnostic services,
hospitalization and treatments, anesthesia, non-elective surgeries and dentistry were significantly lower than was expected
and inappropriate. The hospital increased these value-based fees to be in line with their $45.40 exam fee.
That left only pharmaceutical fees. For this we used cost-based pricing, which adds a markup to the cost of a product to determine
its selling price. Here we needed a dispensing fee and a minimum prescription fee.