Let's Talk About Money

'I find the VDS Communication courses invaluable...The practical sessions with role players really help improve my skills in interacting with clients who maybe feeling upset or worried and the courses really give great practical advice.'

Communication Course Attendee

• Do you find talking about treatment costs a challenge?
• Frustrated by clients complaining about their bills?
• What do you do when financial restriction makes treatment choices difficult?

We all want the best possible outcomes for our patients and want to work with our clients to achieve these, but all too often, money becomes the ‘pain point’ in practice. This interactive workshop will work through some of the common challenges involved in financial discussions in practice. You will have the opportunity to work with simulated clients to try out communication strategies that will help you handle these situations more confidently. Learn tips and techniques to help ensure clients are less likely to have queries or concerns about the bill, and what to do when they do.

Is this course for me?

This course is suitable for any practice team member who interacts with clients about treatment plans, payments or invoices.

What will I learn?

By the end of the workshop, you will have gained confidence and practical tools to:

• Explore and manage clients’ expectations about costs.
• Integrate costs discussions effectively into the treatment decision making process.
• Respond effectively when clients raise problems with treatment costs.
• Defuse anger and complaints involving the cost of treatment.
• Manage your own reactions when clients challenge the cost of treatments.

What can I expect?

• A half-day online workshop, starting at 9am and finishing at 1pm.
• Facilitator led simulated client sessions in small groups to explore and practise new techniques in exploring expectations, integrating cost discussions and responding to client challenges and problems around cost.
• A safe, controlled and supportive atmosphere with our excellent veterinary simulated client actors, carefully managed by an experienced facilitator.
• A 1-hour follow-up group session 2 weeks after the workshop to discuss impact.
• 5 hours CPD.