Three Things to Know
While pet welfare advocates promote low-cost community veterinary programs as essential for animal health and shelter prevention, limited research examines customer perceptions. To address this gap, researchers surveyed users of two community veterinary programs in North Carolina.
The study revealed that a majority of program users were from low-income households, with approximately half having no prior veterinary clinic experience, and primarily utilized the clinics for preventive care.
Survey respondents overwhelmingly reported positive experiences, emphasizing their inclusion in discussions and decision-making. The research underscores the importance of strong communication and cultural competence for successful community veterinary programs.
For Dog Welfare Practitioners
This research identified key success factors for community veterinary medicine programs:
- Periodic surveys, like the one conducted, provide crucial insights into the user base and program impact.
- Building a culturally competent team that understands the challenges faced by low-income pet owners, including employing bilingual staff and fostering collaborative decision-making, is essential.
- Costs, transportation, and clinic schedule comprehension were highlighted as significant barriers to accessing veterinary care. Low-cost clinics should prioritize gathering feedback on these areas.
The Full Picture
With nearly 38% of U.S. households owning a dog and 25% owning a cat, pets play a vital role in their owners’ lives, providing emotional, social, and physical benefits. However, financial struggles often make veterinary care inaccessible. Beyond financial barriers, factors such as clinic hours, transportation, language, and veterinarian-client communication also limit access to care, particularly in underserved communities.
Increasing veterinary services in these areas can improve animal welfare, control overpopulation, and enhance public health. In response, community-based veterinary programs have been introduced to bridge this gap, yet little research exists on their effectiveness.
This study, titled “Community Veterinary Medicine Programs: Pet Owners’ Perceptions and Experiences”, aims to fill that gap by evaluating two such programs in North Carolina, focusing on the role of veterinarian-client communication in ensuring successful pet healthcare outcomes.
Study Methods
The two assessed programs were:
- Asheville Humane Society (AHS) Mobile Veterinary Care Clinic (MVC) – Operating twice a month (2017–2019), MVC visited three underserved communities per outing, providing free veterinary services for ~9 owners and 12 pets per stop. Services included wellness exams, vaccinations, illness care, and medical grooming. A Spanish-speaking staff member was available for translation.
- Asheville Humane Society Affordable Pet Care Clinic (APCC) – APCC provided reduced-cost services once a month (2018–2020). The clinic served ~11–12 clients and 20 pets per session, offering illness care, vaccinations, and wellness exams. Transportation for pets was available, though owners had to arrange their own travel. A Spanish-speaking staff member assisted with communication.
Researchers gathered pet owners’ experiences and perceptions of veterinary care from the two community veterinary programs through an anonymous online survey. The survey included demographic questions, assessments of barriers to care, and evaluations of communication and satisfaction using a modified Client Satisfaction Questionnaire. Owners also rated the importance of veterinary care in retaining their pets.
Study Results
A total of 64 pet owners (42.7% of eligible users) completed the survey for the Affordable Pet Care Clinic (APCC), while 33 pet owners (24.4% of eligible users) participated in the Mobile Veterinary Care Clinic (MVC) survey. The majority of respondents were White, non-Hispanic females with an annual household income of less than $20,000. The average age of participants was 48.3 years for MVC users and 49.6 years for APCC users.
Reasons for Veterinary Visits
The most common reason for visiting both clinics was preventative care (MVC: 69.7%, APCC: 50%), followed by non-emergency sick care (MVC: 27.3%, APCC: 40.6%). Notably, more than half of MVC users (54.5%) reported that their pet had never received veterinary care before, compared to 42.9% of APCC users. This highlights that the community veterinary programs serve an underserved population rather than taking business from private clinics.
When asked about the importance of veterinary care in keeping their pet, the vast majority found it very important (APCC: 86.9%, MVC: 87.5%).
Perceptions of Veterinary Care
This study highlights that community programs can successfully provide positive experiences. Over 90% of surveyed pet owners felt respected and valued by their veterinarians, with most reporting they were included in discussions and decision-making. These positive experiences lay the foundation for continued veterinary care.
However, MVC users gave slightly lower scores to the explanations of treatments and time spent with the veterinarian, though over 80% still rated these aspects as “good.” For APCC users, relatively lower scores were given to how veterinarians discussed treatment options, expressed interest in owners’ opinions, and explained costs, but these aspects were still rated positively by over 80% of respondents.
Barriers to Veterinary Care
For APCC users, the most significant barrier was financial constraints, followed by transportation difficulties. MVC users primarily struggled with uncertainty about the mobile clinic’s schedule and operating hours.
Key Success Factors of Community Veterinary Programs
Economic hardship, reflected in increased unemployment rates post-COVID-19 (29% to 42% for MVC users, 29% to 37% for APCC users), impacted pet owners. An estimated 23 million pets in impoverished households before the pandemic, a number that likely increased. This study demonstrates the correlation between unemployment and access to community-based veterinary programs.
While some argue that individuals who cannot afford veterinary care should not own pets, this stance is neither ethical nor practical. Research highlights the positive impact of pet ownership on mental health, particularly during stressful periods like the pandemic. Supporting low-income pet owners through affordable veterinary care helps keep pets in homes and out of shelters.
For low-cost and free community veterinary programs to be truly effective, they must provide a positive experience for pet owners. This requires strong communication and cultural competence. Good veterinarian-client communication leads to better clinical outcomes, higher client satisfaction, and increased adherence to recommended care. The traditional paternalistic approach is shifting toward a relationship-centered model, where veterinarians and pet owners engage in mutual decision-making. Clients prefer veterinarians who listen, clearly explain diagnoses, and show empathy, which helps build trust and improve compliance.
Cultural competence is also essential. Veterinarians who respect clients’ backgrounds and beliefs foster inclusivity and encourage pet owners to seek care. While it cannot eliminate all barriers to veterinary care, cultural competence helps create a welcoming environment that makes clients more likely to return for future services.
Miscellaneous
Data From Study:
Owned Dogs > Cost of Ownership > Vet Care
Year of Publication:
2021
External Link:
Kogan LR, Accornero VH, Gelb E and Slater MR (2021) Community Veterinary Medicine Programs: Pet Owners’ Perceptions and Experiences. Front. Vet. Sci. 8:678595. https://doi.org/10.3389/fvets.2021.678595