Lately, the veterinary profession has voiced concern about the decline in the number of patients we’ve been seeing over the past 2 years or so.1 This is in response to a the Bayer Veterinary Care Usage Study,2 which revealed that 51% of the companion animal practices surveyed had a decrease over this period. To address the concern, a new Partnership for Preventive Pet Healthcare has been created, in which Banfield is an important player.
We have a reason to care. From 2006 through 2009, we saw a 57% increase in the number of new canine and feline patients seen at hospitals open for at least 5 years. Part of this increase, but not all, can be attributed to practice growth. Then something changed. In 2010, we saw a 21% decrease in new patients, and this downward trend is continuing. Although the decline could be blamed wholly on the economic crisis, other factors such as increased competition for services have also contributed.2
The implications of this decline for pet health are cause for concern. Fewer new visits means pets are not getting the care they need and deserve. Indeed, we have seen an increase in the prevalence of certain preventable diseases such as diabetes mellitus and roundworm in cats is increasing.3 In the current economic environment, the importance of routine preventive healthcare, something that pet owners already struggle to believe in, will surely take a perceptual hit, and the need to effectively communicate that importance is becoming direr.
But what about existing patients? Surely they are an important concern too. Although Banfield data show an overall decrease in the total number of visits by new and existing patients from 2010 to the present, the number of visits by mature adult and geriatric cats and dogs seems to be increasing. Furthermore, the mean number of visits per month by all pets is also increasing by about 5%. This is indeed good news—it appears we’re getting better at keeping the patients we do have, and existing patients are getting more regular care.
So where should practices be placing their emphasis: on keeping existing patients or attracting new ones? I would argue that both are important in making a better world for pets. Repeat visits increase the opportunity for veterinary staff to develop trusting relationships with pets and their owners, which can be used to facilitate conversations about preventive health matters. I am much more likely to take my family doctor’s advice when I have a relationship with her than I am if I see a different physician each visit, particularly if she is familiar with my health history and my lifestyle. Initial visits open the door to ensuring all pets get consistent, compassionate life-long care. In the end, we all win.