The Business of Practice: Helping Clients Afford Veterinary Care

In this episode of The Business of Practice podcast, Kate Hayes, Vice President of Equine Expansion at CareCredit, discussed strategies to help clients afford veterinary care during challenging economic times.

To begin, Hayes shared results from Synchrony’s 2023 Equine Lifetime of Care Study, which polled more than 1,200 U.S. horse owners (competitive, recreational, and backyard) and 30 equine veterinarians. The survey looked at every type of horse expenditure, including feed and nutrition, boarding and grooming, farrier services, tack and equipment, reproduction costs, and routine and emergency veterinary care, including end-of-life care. Then, it determined the lifetime cost of care based on an average equine lifespan of 25 years.

Results showed that 85% of horse owners experience financial stress, especially when faced with unexpected veterinary bills. Many owners feel anxiety when an invoice exceeds $1,500, which can easily happen during emergency care or advanced diagnostics. Despite this, horse owners’ desire to provide optimal care remains strong.

Next, Hayes discussed ways veterinarians can help their clients get the care their horses need. “Veterinary teams are often called upon to balance clinical excellence with the financial realities of the client,” she said. “This creates a need to build a ‘financial care’ culture built upon proactive financial transparency and communication.” Practices that provide clear estimates and payment options to help clients manage the cost of care will help meet horse owners’ needs while reinforcing value and trust.

Whether it is staging care or proactively offering financing with a program like CareCredit, clients appreciate when veterinarians present choices in a neutral, supportive way. It keeps the focus on the animal’s well-being instead of the client’s stress.

“With horses, it’s not if there is an emergency; it’s when,” she added.

Offering an option for financing helps clients move forward with care in those unpredictable moments and allows veterinarians to deliver their full medical plan without the stress of financial barriers. “At the end of the day, talking about money is helping people make the best decisions they can for the animals they love,” Hayes said.

About Kate Hayes 

Kate Hayes leads CareCredit’s Equine Team, blending more than 20 years with the company and a lifelong passion for horses into a career dedicated to supporting the veterinary profession. Originally from Oklahoma, Hayes grew up riding hunter-jumpers and went on to attend Oklahoma State University, earning a degree in Animal Science with a business emphasis, and even snagged a national title as part of Oklahoma State’s NCAA Equestrian Team.

Today, Hayes blends industry knowledge with her professional mission: supporting veterinarians and expanding financial access to care for both pets and horses. A proud horse owner and dog mom to a Blue Heeler and two feral Labradors, she brings a deep appreciation for veterinarians and the essential role they play in keeping animals healthy.

When she is not working, Kate enjoys showing her jumper Orado, also known as Dash.

Related Reading

• Preparing Horse Owners for Unexpected Health Expenses
• Special Issue: Help Horse Owners Prepare for Care
• Synchrony Study Estimates Lifetime Cost of Horse Ownership Ranges from $300,000 to $924,000

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