Being honest and ethical should not be a USP but client vet and customer experiences, the CMA (Competition and Mergers Authority) veterinary investigation and recent BBC reports, indicate that it could be!
So, what does being ethical and honest mean for us at The Lighthouse?
No commission-based salary or financial targets
Vets are highly qualified and experienced individuals who should be trusted to make clinical decisions based entirely on providing optimal care for the patient.
The moment a vet’s salary becomes commission-based or a financial target is set, the scenario changes – personal and corporate goals can take precedence over a patient’s needs. This commonly results in extra testing and diagnostics, and in some cases, unnecessary treatment.
In some cases, this even happens before the patient arrives – some out of hours (OOH) call handlers receive financial incentives, leading to patients being seen for emergency appointments when there is no need.
The Lighthouse do not set the team financial targets or pay any commission-based salaries. As a result, vets are able to focus entirely on doing the right thing for their patients.
Freedom of choice for vet practices
Many vet practices who do not provide their own OOH service have contracts with OOH service providers. These contracts can include long break clauses and high exit fees.
This prevents practices from moving, even if they are very unhappy with the service and pricing offered by their OOH provider. In the words of the CMA, ‘this could lead to pet owners paying higher prices or receiving a worse OOH service’.
The Lighthouse gives vet practices total freedom of choice – we guarantee to care for their clients and patients but they choose whether or not to use our service – we don’t tie them down to a contract.
Transparent and reasonable pricing
Pricing needs to be transparent, clearly communicated and fair.
We always discuss costs with our clients and explore ways to work within a budget.
Ultimately, when prices are too high, pets can end up being unnecessarily euthanased.
Alignment
The Lighthouse will remain independent, aligned around a set of strong core values which enable us to deliver best-in-class care to our patients and their owners.
We are on a path of continuous improvement – it’s a journey, not a destination. Looking forward to meeting you on the way.
