Increasing engagement in wellness plans

Wellness plans are an essential offering for clinics, providing consistent preventive care for pets while building strong relationships with pet owners. For independent clinics looking to boost engagement in programs like VetPlan, a strategic approach is key. Ulrika Håkansson, VetPlan Manager for VetFamily Sweden takes us through how to effectively promote and increase participation in your wellness plans:

1. Educate your team

The foundation of a successful wellness plan program is a well-informed clinic team. Ensure all staff members understand:

• The structure and benefits of your wellness plans
• How the plans work financially for both the clinic and pet owners
• The health advantages of preventive care for pets

Hold regular training sessions to keep the team up-to-date and confident in discussing plans with clients. VetFamily’s VetPlan managers regularly visit clinics to make sure the team are well-informed about the plans. “This is crucial for effectively communicating the plans’ value to pet owners. Team members need to understand how the plans work, and why they bring value to both the pet and her owner”, says Ulrika.

Employees at different Swedish clinics discuss how to develop ways of working
with preventive care plans during a VetPlan get-together.

2. Communicate value to pet owners

When promoting wellness plans, focus on articulating the key benefits:

• Comprehensive care: Plans ensure pets receive all necessary preventive treatments and check-ups.
• Cost management: Spreading expenses over the year makes budgeting easier for clients.
• Peace of mind: Automated reminders help owners stay on top of their pet's health needs.

Ulrika recommends providing detailed explanations of plan structures, covered services, and additional perks like discounts on pet food or other products. Highlight the overall savings—typically 20-25% compared to paying for services individually.

3. Personalize your approach

Tailor discussions about wellness plans to each pet owner’s specific situation. Some examples that Ulrika gives are: “For new puppy owners, emphasize how plans cover essential early-life care and provide opportunities to address training and diet questions, things that are often reasons for concern amongst new pet owners. While with owners to senior pets, focus on how regular check-ups can catch age-related issues early and keep their beloved one healthy for longer.”

Anticipate common concerns and questions based on pet type and life stage to demonstrate the plan's relevance.

4. Leverage the VetPlan app

Utilize digital tools to streamline plan administration and boost engagement. The pet owner-facing app from VetPlan allows pet owners to:

• Update their information about their pet(s)
• Find answers to questions about their pet’s health
• Receive tips and reminders
• See an overview of their pet’s upcoming treatments
• Follow their pet’s weight curve

5. Make enrollment simple

Remove barriers to signing up by:

• Integrating plan discussions into routine visits, e.g. discuss the benefits when pet parents check in at the clinic, or when they pay for their visit
• Providing clear, concise information materials in-clinic and online
• Offering flexible payment options

6. Set goals and monitor progress

To maintain momentum:

• Establish clear objectives for wellness plan enrolment – what is it you want to achieve?
• Regularly review performance metrics with the team – are you achieving what you want?
• Consider running targeted campaigns to boost engagement – what fun things could you do to engage pet owners in preventive care and plans?

By implementing these strategies, clinics can significantly increase engagement in their wellness plans. The result is improved preventive care for pets, stronger client relationships, and a more stable revenue stream for the clinic. Remember, success requires ongoing effort and adaptation – continually seek feedback from both staff and pet owners to refine your approach and maximize the benefits of your wellness plan program – and take support from your local VetPlan Manager or anyone else at VetFamily. We’re here to make sure you are successful, regardless of how you define success!