Commission-based payments for higher service quality and financial performance in full-services veterinary clinics: The costs and benefit trade-off!

Abstract

Action research has been deployed to explore roles of a commission-based payment scheme for improvement of service, quality, productivity and a bottom-line to avail a full-service veterinary clinic in Thailand. Six stages of action research have been used to clarify the phenomenon of the study. The finding showed that a commission-based payment scheme is preferable to obtain work productivity in a healthcare environment, specifically in veterinary practices. However, it is found in this study that funding would need to be raised for costs of contingencies such as organization redesign, changing management, talent development, information technology, employment and any perception or rebranding of the clinic. The study failed to justify a true benefit against those costs. Thus, it is strongly recommended to generalize the findings only to the large-full scale veterinary clinic which has financial capability to handle high investment cost.