Groundbreaking new Language of Veterinary Care research finds that pet owners value relationship and personalized care when interacting with veterinary teams

(SCHAUMBURG, ILLINOIS) September 20, 2021 —“Language of Veterinary Care,” a set of comprehensive new resources designed to help veterinarians explain the value of pet preventive care and educate pet owners on the need to prioritize wellness visits – or “check-ups”  –  for their animals, was unveiled today by the American Veterinary Medical Association.

Emphasizing personal connections and enhanced communication between veterinarians and pet owners, the new tools will help clinicians use “language that works” when talking with clients about why and when they should go to the veterinarian, the range of services that a veterinary practice offers, and how to pay for veterinary services.

“Pet owners want to do what’s best for their animals,” said Dr. José Arce, President of the AVMA. “Our goal is to help our members better engage with their clients so pet owners bring their animals in for regular check-ups and follow their veterinarians’ recommendations. Improved communications can also help alleviate some of the pressures that veterinarians, clinic staffs and pet owners are currently experiencing because of the pandemic.”

While the majority of pet owners get regular veterinary care for their animals and trust their veterinarian as the most reliable source for information about their pets’ health, research conducted by the AVMA has revealed that many pet owners still do not seek regular veterinary care for their pets. Clients cited issues of affordability and value perception challenges as the main reasons for not taking their pets to the veterinarian for regular visits.

To help tackle these barriers, the AVMA recently engaged with a language strategy firm to explore how veterinary teams might better connect with clients. The research provided insight from pet owners on how they prefer to be communicated with, and what resonates most with them. With the help of Synchrony’s products, CareCredit and Pets Best Insurance Services, the AVMA is creating a series of content pieces available to its members to translate the research into actionable information that veterinarians and practices can use in communicating with clients.

“Language matters, and we are excited to support this initiative to help veterinarians communicate the importance of wellness care in ways that resonate with pet owners,” said Boo Larsen, general manager, Veterinary Medicine, Synchrony. “We are thrilled to sponsor this groundbreaking study because of its emphasis on building stronger communication between veterinarians and their clients to support personalized recommendations and trusted relationships. This meshes perfectly with our commitment to strengthening the veterinary/client/patient bond by weaving cost and financial choices into the relationship to keep the focus on the pet’s care.”

The new resources provide guidance on how to change the way veterinary teams talk with their clients to better communicate the importance of regular veterinary care. It provides examples of clear and direct messages that build trust and understanding with clients, including how to effectively address the cost of care.  

“Pet insurance allows you to say ‘yes’ to a lifetime of the best care for your pets. At Pets Best, we want our policyholders to feel peace of mind knowing they have the protection they need in the event of an unexpected illness, injury or veterinary expense,” said Melissa Gutierrez, general manager, Pets Best.  “That’s why we enthusiastically support research and market studies just like this one with the AVMA to help improve our industry’s overall understanding of the costs involved with veterinary care, the barriers to treatment, and more.”

“Language That Works: Changing the Way We Talk about Veterinary Care,” an e-book for AVMA members, is available today, and other resources, including a training module and other videos, will be added over the coming months.

“We are very grateful to Synchrony for helping to bring this far-reaching and thorough research into the spotlight, and for supporting these path-breaking new initiatives that will benefit animals, clients and veterinarians alike,” said Dr. Arce of the AVMA.

About Synchrony 

Synchrony (NYSE: SYF) is a premier consumer financial services company. Synchrony delivers a wide range of specialized financing programs, as well as innovative consumer banking products, across key industries including digital, retail, home, auto, travel, health and pet. Synchrony enables partners to grow sales and loyalty with consumers. Synchrony is one of the largest issuers of private label credit cards in the United States; Synchrony also offers co-branded products, installment loans and consumer financing products for small- and medium-sized businesses, as well as healthcare providers. 

 Synchrony is changing what’s possible through our digital capabilities, deep industry expertise, actionable data insights, frictionless customer experience and customized financing solutions.  For more information, visit www.synchrony.com and Twitter: @Synchrony. 

About Pets Best

Pets Best offers pet insurance and wellness plans for dogs and cats in every state. Founded in 2005 with a mission to provide access to comprehensive animal healthcare at an affordable price, Pets Best delivers flexible coverage, an easy claims process, and excellent customer service. In 2019 the company was acquired by Synchrony (NYSE: SYF).  Pets Best is highly rated by independent review sites and is recommended by veterinarians across the nation. Pets Best is a founding member of NAPHIA, an organization dedicated to ensuring high standards and transparency for the pet insurance industry. Pet Insurance is administered by Pets Best Insurance Services, LLC and is underwritten by American Pet Insurance Company, a New York insurance company. Please visit www.americanpetinsurance.com to review all available pet health insurance products.​

About the AVMA

The AVMA, founded in 1863, is one of the oldest and largest veterinary medical organizations in the world, with more than 97,000 member veterinarians worldwide engaged in a wide variety of professional activities and dedicated to the art and science of veterinary medicine.

Media Contacts:

Mark Rosati, AVMA
Phone: 847-313-9597
mrosati@avma.org

Michelle Blaya, Synchrony 
Phone: 626-250-1415
Michelle.Blaya@syf.com 

Kerry Sutherland, Sutherland PR for Pets Best
Phone: 775-360-6101
Kerry@ksutherlandpr.com