PDSA eligible clients

Re: PDSA eligible clients

Steph Phillips — Wed, 24 Jun 2009 22:46:41 GMT

[quote user="albatross"]

Indeed the good old saying often repeated to clients in our clinic -

IF YOU CAN'T AFFORD THE VET, YOU CAN'T AFFORD THE PET!

so many people take an animal on, and think it won't get sick, or if it does some other mug will pay for it to get better.

[/quote]

I 100% agree!!! .. Wish they all got insurance too!!!

Re: PDSA eligible clients

Dove — Tue, 23 Jun 2009 22:57:16 GMT

Will check that out tomorrow. Thanks for that info.

Re: PDSA eligible clients

hobbits — Tue, 23 Jun 2009 22:32:08 GMT

sorry, I will try..was writing it while using this site as escapism from my paper mountain!

Basically we used to agree payment plan, as senior staff. These were meant to be over 3 months, but ocasionally there would be a client who couldnt do that and longer term plans were accepted. They all had to sign a 'consent to pay' and provide 2 forms of ID and were informed that if they broke the payment plan they would be forwarded to the debt collection agency. The consent to pay had a statement at the bottom to say it wasnt a credit agreement, but I dont think this helps anymore.

We have recently been told that if you are not registered to provide credit (I doubt many,if any practices are) you cannot extend credit terms for longer than 30 days, One member of our group is allowed to accept three payments..even if these occur within a year, but no more than 3. I am not sure why only she is, but she does just work in finance, so maybe that is part of it.

If you extend credit for a period longer than 30 days without being registered then you are apparently breaking the law. I think i is the financial standards agency that you need to be registered with, but dont quote me on that! The scary thing is, it wont be the practice that is fined or charged, it is the individual that agreed the payment plan in the first place. The nurse/vet/receptionist, not the practice.

It means we are unable to agree to payment plans anymore here, except within the 30 days. If someone is unable to do that we refer them to our finance lady who agrees the timing of the 3 instalments. We are not allowed to do more than that without breaking the law.

Hope this helps, sorry for the essay!!

Re: PDSA eligible clients

Sandra Taylor RVN, MBVNA — Tue, 23 Jun 2009 21:39:48 GMT

[quote user="hobbits"]

not only this but if you are found to have extended credit terms of over 30 days without being a registered premises (I think under the FSA) then fines and even prison sentences can be brought, These will not be brought against the business but against the individual that agreed the terms.

We only found out the other week..something to think about! and a perfectly good reason not to agree payment plans..is it worth getting yourself in trouble for? Though it will make it harder for some clients :-(

[/quote]

Could you explain that a bit better Hobbits? I am confused

Re: PDSA eligible clients

hobbits — Tue, 23 Jun 2009 20:26:58 GMT

Re: PDSA eligible clients

loobylou — Tue, 23 Jun 2009 17:34:22 GMT

On the subject of clients paying by installments, we were advised that to offer any kind of financial plan like that then we have to be a registered premises. We used to get clients to sign an installments agreement but apparently they aren't worth the paper they're written on unless you are registered. I cant remember the full details or how we came to know this, will find out tomorrow.

Re: PDSA eligible clients

hobbits — Tue, 23 Jun 2009 15:42:27 GMT

Yesterday when I phoned a woman for her £50 installment that was 5 days late (again)

'oh yeah, sorry. I went to legoland and forgot. Can I just pay next week?'

DOH!!!

Re: PDSA eligible clients

A Little TLC — Tue, 23 Jun 2009 13:14:52 GMT

[quote user="Dove"]

[quote user="albatross"]We do not give credit for first time clients, with staffy puppies in tow, with flash trainers....(sorry to be pedantic but we see at least two of these a week nowadays).[/quote]

That made me laugh, my Mum always buys the Big Issue but only if they aren't wearing flash trainers!

Thanks everybody for your info!

[/quote]

"i haven't got any money to pay this week, all my moneys tied up for my new tattoo next week"

Give me strength...

Re: PDSA eligible clients

albatross — Tue, 23 Jun 2009 13:11:08 GMT

[quote user="sal the 1st"]

What it boils down to is - if you have a pet you have to make some provision for its care and its as simple as that

[/quote]

Indeed the good old saying often repeated to clients in our clinic -

IF YOU CAN'T AFFORD THE VET, YOU CAN'T AFFORD THE PET!

so many people take an animal on, and think it won't get sick, or if it does some other mug will pay for it to get better.

Re: PDSA eligible clients

Sal the 1st — Tue, 23 Jun 2009 12:32:28 GMT

having worked in both charity practices and private practices I have to smile at some of the arguments I have heard I know things are tough at the moment (tough for everybody)

I have had to point out to charity clients when I have been working in charity practice - that yes we are all qualified, a lot of the time charity practice has more equipment and facilities than private practice (because it is supported by a charity) and that drugs etc are cheaper through charity practice because a) the charity is subsidising the cost - to make them more affordable to everybody and b) charities often have deals to get their drugs cheaper AND dont worry unduly about VAT because they can claim back. Privateers dont have this advantage

When in private practice - again I have had to point out that the charity practice isnt a poor second choice ( ie something we may have had to refer for specialist because of lack of equipment is available in the charity hospital just down the road) and that clients who are eligible (and I mean truly eligible - not the clients version of eligibility) either use the charity or pay the fees they incur from private practice and dont complain because it was their choice.

Truth is nobody likes waiting. What if a client injured themselves and needed A+E - would they sit and wait to be seen or would they bugger off down the road and seek private medical care and pay for it? - its the same thing. Patience is a virtue. Emergencies should always be seen.

I agree that long term reliable clients should be offered installments if it became absolutely necessary and in emergency situations, but with prior agreements by the vet in charge - but anybody else ????

What it boils down to is - if you have a pet you have to make some provision for its care and its as simple as that

Re: PDSA eligible clients

Dove — Tue, 23 Jun 2009 12:16:22 GMT

That made me laugh, my Mum always buys the Big Issue but only if they aren't wearing flash trainers!

Thanks everybody for your info!

Re: PDSA eligible clients

albatross — Tue, 23 Jun 2009 11:17:07 GMT

we are a charity vet clinic and get prospective PDSA clients who come to us because the waiting time is around 4 weeks from filling in the paperwork (and the animal's condition means they need help before then), or they have more than one animal which the PDSA won't take on. If it's a waiting time game then we often get the request to transfer the paperwork back to the PDSA when the animal has been accepted.
However we charge set prices for treatment so the clients often don't have the money and then get upset because they either have to pay more for their treatment than via the PDSA or have to wait in line until the PDSA starts to treat them.
We had a discussion with a client yesterday who was told it would be about £70 for a dental for his labrador who has a big abscess on the side of his face which is affecting the eye. He wanted to know what the low income price was and we told him that was the price. We then said it would be about £200 or £250 from a full price vet depending on xrays being taken. He then went on to rant about how such places overcharged and how disgusting it was (there followed much defending of full price charges due to overheads, training, new equipment etc etc, but he still wasn't happy to even consider our dental price - result one dog sent away on antibiotics and told to return when it flared back up again, or the dog started suffering).
We do allow a few clients credit but these are ones who come regularly to us, are on genuine low income (mostly as pensioners) and who have a sudden need for an operation for example.
We do not give credit for first time clients, with staffy puppies in tow, with flash trainers....(sorry to be pedantic but we see at least two of these a week nowadays).
There is an RSPCA clinic in the area which just does neutering, and a PDSA client part of a full price vets, but we are the only fully low income clinic in the area.
We do not have xray or ultrasound facilities, and our lab tests are full price due to having to send away samples etc, so this often means clients have to be referred back to a "full price vet "as we call them.
We do have several clients who come in expecting the service to be free, or who come with credit cards (how on low income can you have one of those??) which we don't have facilities to take.
We have seen a 100% increase in clients in the last year and also a big increase in RSPCA Five Freedom inspection referrals.

Re: PDSA eligible clients

Dove — Tue, 23 Jun 2009 10:41:23 GMT

We do arrange credit/installement plans in certain cirumstances and have a set procedure and an ageeemnt plan and documentation that they must sign which has helped reduce our bad debtors or certainly helps in better recovery of the fees if they default on te agreement. Yesterdays phone call was someone who we've never seen before, dog has been lame for couple weeks and they won't have money for another 2 weeks, both members of the household are on benefits but they won't go for treatment available to them, they only rang to book the dogs in for neutering under our Dogstrust neutering scheme, the lameness was mentioned in passing but they did query paying in installments if she needed a big op on her back leg. I did wonder in cruciates had been mentioned by someone.

We have also had people on benefits who have paid their bills with no problems. Just curious to see if practices would push for PDSA referral if they suspected they may be taking on a potential debtor.

Re: PDSA eligible clients

Sal the 1st — Tue, 23 Jun 2009 10:29:41 GMT

down payments are not popular in private practice because this often leads to bad debtors

Re: PDSA eligible clients

Clare Clift — Tue, 23 Jun 2009 10:12:38 GMT

Be careful though - if they use a PetAid practice, not a PDSA Hospital, the same qualifications apply but they can only register ONE animal per household.

Re: PDSA eligible clients

Caro Laithwaite VN — Tue, 23 Jun 2009 09:01:59 GMT

On the other hand if it is non emergency treatment and the client is willing to put down payments it works out better as the charity can use the money in other directions.

Re: PDSA eligible clients

Kate Claxton DipAVN(Med)VN — Tue, 23 Jun 2009 08:33:53 GMT

Heehee, when I worked for PDSA and people came as referrals from private practice, they always used to say, "at the proper vets" rather than "private vets". They seem to think we've all been struck off...

I don't think you can insist they go to PDSA, but you can request that fees are paid at the time of treatment rather than offering installment plans/credit. Let them know that credit isn't an option, and suggest if this presents a problem that they use PDSA. Ensure that they do actually qualify for PDSA - they have to live within the catchment area of the PetAid Hospital and be a tenant or a homeowner in receipt of either housing/council tax benefit and willing/able to provide proof of this. They can also only register 3 animals for treatment, and breeding related problems are not permitted, except in an emergency. A lot of private practices refer clients on other benefits assuming they will qualify - ring the PetAid Hopsital if you're unsure.