LET'S TALK ABOUT OWP SERVICES BABY!!!
WHICH PLAN INCLUDES?
• Unlimited office visits • Virtual visits • 24/7 veterinary advice from Vet ChatTM • Comprehensive exams • Routinely recommended vaccinations • Proactive screening for serious illnesses • Discounts on most Banfield products and services
ALL OPTIMIUM WELLNESS PLANS :D
TAYLOR SWIFT has never heard of an Optimum Wellness Plan®. How do you describe the plan and its benefits to her in a few sentences?
Wellness plans are discounted packages of preventive health care. Receiving all of this routine preventive care will help your pet live a longer, happier, healthier life. It is not insurance. Every dollar paid in goes toward a preventive health care service the pet can receive. Helps detect illness early when the problem is more treatable.
RAP or SING ABOUT WHY YOU LOVE WELLNESS PLANS!!! :DDD
Have fun! :D
How do I know if a client is eligible for a 4-day enrollment credit?
Answer: If a client changes their mind about enrolling on a Wellness Plan after and meets the following: • Pet is new to Banfield • Received services and paid retail • Returns within the four-business-day period (day the pet was seen is considered Day One) • Client is not a Banfield or PetSmart associate
WHAT IS INCLUDED WITH THE
Chronic Care – Otitis ADD ON?
Ear infections are often the result of an underlying skin condition (allergies, atopy, food sensitivity, etc.) which leads to pain and inflammation within the ear canal. For this reason, it is important to determine if bacteria or yeast are complicating the infections in the ears to choose the right treatment. This option includes both a mild and a severe level to match the care to the diagnostic and treatment needs of the dog.
The otitis (mild) care option includes: • Ear swab with cytology and stain (2x) • Ear cleaning – level 2 (2x) The otitis (severe) care option includes: • Ear swab with cytology and stain (4x) including culture and sensitivity (1x) • Ear cleaning – level 3 (2x) • Sedation for examination* (1x) (if medically appropriate)
How many comprehensive physical exams are included in the Puppy Early Care Plus plan?
Two—an “Introduction” comprehensive physical exam to get to know the puppy or kitten and new client early in the plan year and a “Graduation” comprehensive physical exam late in the plan year to review the appropriate adult wellness plan and OWP options.
CARDI B is buying more flea prevention and believes she shouldn’t have to pay for it because she has the “insurance” plan. How do you explain to her that the wellness plan is not insurance and what the plan does and does not include?
Wellness plans are packages of discounted preventive care services. Flea prevention is not included in the core wellness plan. Go over the agreement again, showing the specific services that are included, and offer the First Shield option.
NAME 4 VIP BENIFITS to HAVING AN OWP! :D
- UNLIMITED OFFICE VISITS
Allows the veterinary team to assess and collect physical exam findings of the pet throughout its lifetime, which supports the human animal bond. Conditions such as obesity, ear infections, and dental disease can be prevented or easily managed with routine wellness exams.
- VACCINES
Allows preventive vaccines to be tailored to the pet’s lifestyle and needs. Helps protect the pet against specific illnesses and diseases with vaccinations and boosters.
- DEWORMING
Treats common intestinal parasites that are found in canines and felines at a minimum of twice annually based on the plan level, and supports routine prevention against common parasites that can be present in the environment, including dog parks, care facilities, and around the neighborhood.
- SCREENING & DIAGNOSTIC TESTING
Screening and diagnostic tests help the veterinarian rule out common diseases and allow for earlier detection of potential chronic or more serious concerns.
Based on the OWP level, may include CBC, internal organ function, urinalysis, heartworm test, feline viral testing (FeLV, FIV), fecal exams, or radiographs
- VIRTUAL CARE
Allows the veterinary team to interact with the client and pet in a lowstress manner while providing needed care or education to support the human animal bond. Virtual visits are convenient for pets and clients that may be limited for in-person examinations due to mobility, accessibility, or behavioral concerns.
- HELPS WITH COSTS
Allows clients to budget and provides discounts on their pet’s personalized care.
- HELPS PETS STAY HEALTHY AND UP TO DATE
Supports client compliance with preventive care.
What can a client do if they want to cancel their plan before the expiration date?
1. Immediately pay full retail fees for all services/products provided (with all discounts reversed as if the Plan had not been in effect for the Plan Year) to the extent such fees exceed the total of monthly payments received by Provider for the Plan Year; 2. Immediately pay the total remaining Plan Year monthly installments in full if less than the amount described in the previous paragraph 3. Continue making the monthly payments as they become due for the remaining term of the Plan Year then in effect.
NAME 4 AVAILABLE OPTIONS THAT CAN BE ADDED ON TO A DOGS OWP
•Parasite control options • Spay/neuter option • Dental radiograph option • WISDOM PANEL™ Health DNA test option • Chronic care options
- TOMOMETRY
Test for evaluating the pressure inside the eye helps in the early detection of glaucoma, as well as conditions which involve infections or inflammation within the eye.
- Radiology
Used to “see” internal organs, as well as bone structures, in the area being studied. Annual radiographs provide a baseline and help in the early detection of disease.
- Thyroid Test (T4)
Evaluates the function of the thyroid glands and detects hypothyroidism (abnormally low levels) and hyperthyroidism (abnormally high levels).
- URINALYSIS PACKAGE
Evaluation to detect abnormal cells which may indicate blood in the urine, infections, or abnormal crystals.
Measure of urine concentration which helps detect conditions that cause abnormally high or low levels, such as dehydration or kidney disease.
Assesses urine concentration and the presence of certain chemicals. These values can help diagnose diseases such as diabetes or kidney disease
- ECG
Can determine if the heart is beating at a normal pace, or whether it is beating too quickly or slowly. Abnormal patterns that can help suggest medical issues.
COYITO is a seven month old Labrador. He has not been neutered yet, and is being enrolled on a wellness plan today. Is the pet eligible for the Puppy Early Care Plus plan that includes the neuter?
No, puppies must be 6 months old or younger to be eligible for the puppy plan. Chester should be signed up on an adult plan and the Adult Spay/Neuter OWP option should be added.
WHAT ARE SOME BENIFITS OF SIGNING UP PETS ON THE WELLNESS PLAN FOR THE TEAM?
- Dr. and team can build strong relationships and bond the client and pet to the practice – resulting in better client experience, engagement and medical outcomes- Differentiates Banfield from other practices
-OWP visits keep the hospital schedule more consistent throughout the year smoothing out seasonal business cycles
- Provide a steady flow of clients and increased revenue per doctor day
- Less time is needed to explain why each item/service is necessary when purchased as a package -
What happens to an OWP an owner fails to make months payments?
Once an OWP payment fails, the plan will be place in an “On Hold” status in PetWare. Banfield’s Client Financial Services Team will make every effort to contact our OWP clients, via phone calls and letters, in cases of failed payments. We will make numerous phone call attempts as well as send four letters to the client prior to sending the account to our third party collections agency. Client is generally called from one week past due through 120 days past due Client is sent a failed-payment letter at:
• 15 days past due
• 30 days past due
• 45 days past due
• 95 days past due
Client’s plan is automatically sent to collections at 120 days if not resolved and still on hold due to nonpayment. A 17.5% collections fee (where applicable) will be applied.
WHAT IS INCLUDED IN THE Chronic Medication Monitoring ADD ON?
Many medications (such as anti-inflammatory or pain medications) require periodic monitoring of blood and/or urine values to ensure no unwanted side effects.
This package includes common tests for monitoring safety of long-term medication usage. • Bloodwork*, including: - Blood cell count with differential (1x) - Internal organ function (1x) - Electrolytes (1x) • Urinalysis, including - Urinalysis test (1x) - Urine specific gravity (1x) - Urine sediment exam (1x)
NAME ALL OF THE VACCINES THAT ARE INCLUDED IN THE OWP PLANS?
FOR A BONUS 50 POINTS... WHAT VACCINE(S) CAN BE ADDED TO THE PLAN?
RABIES, DAPP, BORDETELLA, LYME, LEPTOSPITOSIS, FVRCP, FELV
BONUS:
K9 INFLUENZA INITIAL VACCINATION AND BOOSTER
BAD BUNNY signs Gordito up on a wellness plan, and brings her dad’s credit card in (since her dad is at work). Are we able to accept this payment for the automatic monthly deduction?
No, the person whose signature is on the credit card must set up the initial payment process and sign the OWP agreements as member or co-member.
FINISH THIS FAMOUS CATCH PHRASE...
"OWP'S ARE NOT ______ !!!"
I N S U R A N C E
What should you be sure to tell a client before upgrading their plan?
Upgrades may be made at any time during a Plan Year and will end the existing Plan and create a new Plan at the new level chosen by Member. The new Plan will have a new Start Date and will be in effect for a new 12-month term, with automatic renewals on the anniversary of the new Start Date.
WHAT IS INCLUDED IN THE Chronic Care - Renal ADD ON?
Longstanding kidney malfunction (chronic renal failure) is a common condition seen in older dogs, although it can rarely be present in juvenile dogs. This option is designed to assess the severity of the disease and to monitor the progression of kidney function. • Bloodwork*, including:
- Blood cell count with differential (1x) - Internal organ function (1x) - Electrolytes (1x) • Urinalysis, including: - Urinalysis test (2x) - Urine specific gravity (2x) - Urine sediment exam (2x) - Urine culture and sensitivity (2x) - Urine protein: creatinine ratio testing (2x) • In-hospital blood pressure evaluations (2x)
4 FECAL EXAMS AND 3 DEWORMINGS?
NONE!!!!
KITTEN AND PUPPY PLANS INCLUDE
3 FECAL EXAMS & 4 DEWORMINGS
MUHAHAHAHAHHAHA :D
MONTANA is in for her comprehensive exam and you find that she has an ear infection. How do you explain to MONTANA parents that the treatment for the ear infection is not included in the plan?
Wellness plan services are intended for preventive health care. Treatments for illness and injury are discounted.
TRUE OR FALSE?
ALL EARLY CARE PLANS RENEW TO ACTIVE CARE PLUS PLANS AT THE TIME OF PLAN RENEWL?
All Early Care plans automatically renew to Active Care plans. Unless changes are applied in advance, all Early Care Plus plans automatically renew to Active Care Plus plans. Adult plans automatically renew at their current level, unless another plan level has been selected. The renewal plan is shown to the right of the current plan in the OWP Summary screen in PetWare.
An owner is giving away their puppy and wants to change the primary name on the file after a pet is signed up on an OWP.
What do we tell the client and what do we do?
Sadly plans are not transferable from owner to owner or from pet to pet! Even if there is no OWP involved, the client’s name on an account should not be changed. If ownership of a pet changes, a new record should be created for the new owner and both the old and the new record should make note of the change in ownership and reference the other record.
WHAT IS INCLUDED IN THE Chronic Care - Diabetes ADD ON?
Diabetes mellitus occurs when your dog is no longer able to produce the appropriate amount of the hormone insulin. Insulin injections are given to regulate blood sugar. Bloodwork is performed periodically to assess the insulin dosage and other tests are performed to ensure there are not secondary effects of diabetes in the body. This option provides diabetic dogs with routine testing and monitoring to help manage their condition. • Bloodwork*, including:
- Blood cell count with differential (1x) - Internal organ function (1x) - Electrolytes (1x) - Serum fructosamine testing (2x) • Urinalysis, including: - Urinalysis test (2x) - Urine specific gravity (2x) - Urine sediment exam (2x) - Urine culture and sensitivity (2x) • In-hospital blood pressure evaluations (2x) • In-hospital blood glucose curve testing (2x)