Cats, the de-prioritized patients, and potential revenue booster

When it comes to veterinary care, cats are often overlooked, presenting an opportunity for clinics. Studies in the US show that only 37% of cat owners take their cats for routine annual exams. Despite the cat population growing in many countries, feline visits to vets don’t keep up the pace. This gap not only highlights the need for better feline care but also presents a significant opportunity for veterinary clinics to tap into an underutilized revenue stream.

"Many cat owners are genuinely interested in good healthcare for their pets, but there are certain barriers that prevent them from getting the care their cats need," explains Nina Schiøtz, veterinarian at the VetFamily member clinic Bergen Katteklinikk and a passionate feline advocate. "By making our clinics more cat-friendly, we can improve the quality of life for our feline patients, build stronger relationships with their owners, and significantly increase our revenue. It’s a win-win for everyone."

Reducing stress for cats and owners

One of the biggest challenges is getting cats to the clinic. According to a study by Bayer Healthcare Animal Health, over 70% of cat owners said their vet never recommended a specific type of carrier or gave advice on how to get their cat used to one. Moreover, 58% of cat owners find the trip to the vet stressful for both themselves and their cats.

Clinics can reduce this stress by offering tips and guidance on acclimating cats to carriers and by creating a more cat-friendly environment. "Simple changes like separate waiting areas for cats and dogs can make a big difference," says Schiøtz. "Also, training staff on handling feline patients and using pheromones in exam rooms can help cats feel more comfortable." By implementing these changes, clinics not only enhance the experience for feline patients but also position themselves to capture a greater share of the market.

Creating a cat-friendly environment

To attract more feline patients, clinics should position themselves as cat-friendly, which can directly impact their bottom line. This includes providing resources specifically for cat owners, such as educational materials, cat-related décor, and dedicated exam rooms for cats. It’s also essential to make the first visit count. Many cat owners don't return for follow-up visits simply because they weren't informed about the importance of regular check-ups. Educating clients about their cat's needs, the benefits of routine care, and what to expect during a visit can significantly improve retention rates and, consequently, clinic revenues.

"Most first-time cat owners don’t receive enough information about their pet’s needs," notes Schiøtz. "By taking the time to educate them, we can help ensure their cats receive the care they need throughout their lives."

Improving communication and follow-up

Effective communication during and after visits is crucial for fostering long-term relationships and driving repeat business. Narrating the examination process and explaining the importance of each step can make clients feel more involved and informed. Providing written report cards after appointments and following up with clients can also encourage compliance with care recommendations and increase the frequency of visits.

"It's not just about treating the animal—it's about educating the owner," Schiøtz emphasizes. "When clients understand why certain treatments or check-ups are necessary, they’re more likely to return and follow through with recommendations, which means more consistent revenue for the clinic, but obviously also a healthier cat."

Implementing cat-friendly programs

Establishing cat-friendly programs can help elevate the quality of care and boost a clinic's profitability. These programs include intensive education for both vets and support staff on feline behavior and health needs, creating a more welcoming environment for cats, and developing strategies for quality care tailored specifically for felines.

"To truly cater to cats, clinics must adopt a holistic approach," says Schiøtz. "This means understanding feline behavior, educating clients, and making the clinic environment as stress-free as possible. These efforts not only improve care but also drive clinic growth and revenue by attracting a loyal base of cat-owning clients."

Are you curious about how your clinic could improve your processes working with feline patients, then reach out to your local VetFamily contact person, or send an email to contact@vetfamily.com and we’ll get right back to you!