Use of and satisfaction of pet owners with a clinical behavior service in a companion animal specialty referral practice

Abstract

To determine whether availability of a veterinary behavior service aids in the recruitment of clients to a referral practice who may not have chosen to visit a referral practice otherwise and to assess the priorities and satisfaction of first-time clients. Prospective survey study. 87 questionnaires completed by pet owners. Owners of dogs and cats visiting the Behavior Medicine Clinic, a veterinary behavior service, at The Ohio State University Veterinary Medical Center for the first time were asked to participate in a 10-question survey at the end of their initial appointment. 59 of 87 (68%) new clients had never visited the Veterinary Medical Center for any other specialty service; in addition, 56 of 87 (64%) had never taken a pet to any specialty practice prior to their appointment with the Behavior Medicine Clinic. Seventy-four of 85 (87%) clients reported that they were likely to bring their pet to another specialty service on the basis of their experience with the Behavior Medicine Clinic. On the basis of the survey findings, availability of veterinary behavior services may result in recruitment of first-time clients to a referral center. Clients' experience with a veterinary behavior service may increase their likelihood of visiting other specialty practices within the same hospital, potentially increasing revenue for the entire practice.