Frequently Asked Questions | Hannah The Pet Society - Portland Veterinary Clinics, Pet Hospitals, And Behavior Training Centers

Frequently Asked Questions

A list of frequently asked questions about Hannah The Pet Society

Hannah The Pet Society is happy to answer any and all questions that you may have. If you have a question that was not answered here, please contact us or stop by one of our Veterinary Hospital locations and we will be happy to help answer all of your questions.

About Hannah (3)

Who are the owners of Hannah?
Hannah the Pet Society is a closely held private company founded by Dr. Scott Campbell. There are 50 or so Pet lovers who are veterinarians and small private investors who love Pets that have funded the company. Read more about the Hannah story HERE.
Why did the founders start Hannah?
Hannah was started by people who care very much about Pets – and care that many are being put to sleep unnecessarily. They know that many families could benefit from having a Pet as part of their family but don’t because of the multiple barriers and high costs of Pet care. Hannah is designed to overcome those barriers. Because of their concern for Pets and their strong desire to “give back,” these individuals are heavily supporting Hannah in every way possible. Read more about the Hannah story HERE.
Why is the name of the organization "Hannah The Pet Society"?
Hannah the Pet Society finds its roots in rural Eastern Oregon. Dr. Campbell’s mother’s first name was Johannah, but her close friends and family shortened her name to “Hannah.” Hannah was a dedi¬cated nurse who also cared for every lost or stray, hurt or sick, large or small, wild or domestic animal that crossed her path. She always found a way to help even when things looked impossible. She understood the importance of proper Pet care and went to great lengths to instill that knowledge, belief and behavior in everyone she met. Because of her example, her eldest son, Scott, started caring for Pets and injured wild animals at a very young age and had decided to become a veterinarian by the time he was 7. That devotion to his mother’s high ideals inspired Dr. Campbell to create the largest and most caring veterinary practice in the world – Banfield. This is the reason he has now created “Hannah the Pet Society” in honor of his mom – to truly make Pet care affordable without sacrificing quality. Read more about the Hannah story HERE.

About Hannah's Coverage (5)

What is the Total Lifetime Care & Companionship (TLC) Plan?
The Total Lifetime Care & Companionship (TLC) Plan is a comprehensive program including veterinary care, behavior care, prescriptions, obedience training and support – all for a set monthly fee. You can customize your plan with things like flea/tick treatments, and Pet pickup and delivery services for additional fees. The TLC Plan is available to anyone who already has a dog or cat, or who receives a bunny or guinea pig from Hannah. This innovative, new approach allows Pet lovers to enjoy their Pets without worrying about the unexpected costs of medical care – all you add is love! Learn more about TLC Plans HERE.
What type of veterinary care can I expect from Hannah?
At Hannah, our veterinarians are the best in the business and provide the same high-quality care as their counterparts in the Portland area. Hannah veterinarians and their medical teams have state-of-the-art facilities at our Hannah Veterinary Hospitals. You will be as active as you want to be in the decision-making about the care your Hannah Pet receives.
What is the Lifetime Matching Program?
The Lifetime Matching Program is a state-of-the-art matching system developed with input from psychologists, veterinary behaviorists and personality testing experts. The program considers everything from lifestyle factors, Pet experience and pricing considerations, to help determine what type of Pet would be the best forever match for the family. Hannah Members use our matching services whenever they need them – we love helping folks get another Pet. Learn more HERE.
Can people who adopt a new Pet directly from a shelter still opt in to Hannah’s service package?
Yes, assuming the Pet passes the behavioral and medical exams, and is a good match to the family and Hannah.
If the Hannah Pet Parent moves outside of your service area, what happens to the Pet?
Hannah Pet Parents consider their Pet a member of their family and naturally want to keep the Pet with them no matter where they live. When the Member moves outside of our service area we can no longer provide services, so our Membership Agreement has a couple of very easy ways the Member can end their relationship with Hannah and regain ownership of their Pet. If for some reason the Pet Parent can’t take the Pet with them (e.g. Active Military Service), we will help them find the Pet a new loving home.

Miscellaneous Questions (30)

If I can no longer care for my Pet, will Hannah see to it that my Pet gets into a good new home?
Hannah generally recommends the person wanting to re-home their Pet to keep it in their home until an appropriate Pet Parent is found to keep the stress to the Pet at a minimum. But if your Pet is accepted on a TLC Plan and you can’t keep it, we will find every adoptable Pet a new loving home.
How do you deal with older Pets that are given to you by a Member, or in cases when the Member dies and the Pet has nowhere else to go or has medical problems?
We will match the Pet with a new family. Remember, we already have the Pet’s complete medical and behavioral record so if we match it with a new Pet Family, we know they are willing to spend the time it takes to provide care. And because we take care of all the medical care costs, this is not a barrier to anyone.
What keeps a Hannah Pet Parent from dropping off a Pet they no longer want at a shelter?
Hannah the Pet Society makes it easy to give us a Pet on a TLC Plan that the Pet Parent no longer wants or can no longer properly care for. A Pet Parent just needs to notify us of their wishes, help us with a questionnaire that will make it easier to properly take care of the Pet, and we’ll either pick up the Pet from their home or they can drop it off at one of our Hannah Vet Hospitals. If a Hannah Pet is dropped off at a shelter, the shelter will know to contact Hannah due to the microchip we implant in every one of our Pets and we will retrieve it immediately.
How can Hannah ensure “Hannah Pets” are being cared for properly?
We educate all new Pet Parents to ensure they have the information they need to properly care for their Pet. We also have regular communication with Pet Parents via care calls to make sure they have the sup¬port they need to be successful. By having a high level of communication, we can ensure that Hannah Pet Parents have everything they need to provide great care to their Pets. Regular veterinary exams and preventive care visits – all included in the Monthly TLC Fee – also help to ensure the Pet has a great quality of life.
How does Hannah ensure the Pet receives the required minimum veterinary care?
The Monthly TLC Fee includes all the costs of veterinary care so the most common barrier to care – an un-expected or unaffordable expense – has been removed. The medical record system, just like in most veterinary hospitals, provides reminders to the medical team and Pet Parents of routine care that is needed. We even have a Pet pickup and delivery service! In fact, Hannah Members on average have over twice as many vet visits per year as Pet Parents not on our program – more preventive care results in better care.
I have gone to the same veterinarian for over 30 years and have a wonderful relationship with him because he’s just a great vet – why can’t I take my Hannah Pet to him after I join Hannah?
Because Hannah’s Total Lifetime Care (TLC) Plan already covers all the medical and behavior care the Pet will need, and we can deliver care more efficiently and at a lower price than it would cost you otherwise – that’s why it costs less than insurance or the traditional fee for service model. Maybe you should tell him to apply at Hannah’s!
What if my Hannah Pet is sick and I am unable to take it to the Vet Hospital?
Don’t worry. Your TLC Plan may already includes pick-up and delivery services. Even if it doesn’t, Hannah can provide pick-up and delivery of the Pet for a small fee when you need it. Or, you can add pick-up and delivery service to your customized TLC Plan at any time.
What if my Pet gets sick and needs emergency care after hours?
You can call a Hannah PetNurse on our toll-free Hannah Helpline any time, night or day (24-7-365 days a year), and discuss the situation with the PetNurse. You can bring your Hannah Pet to our 24/7 emergency Hannah Vet Hospital located at 10164 SE Washington Square Rd., Suite B3 in Tigard, OR 97223. In the event of a need for emergency medical services at a location other than Hannah’s, our PetNurse will make immediate arrangements and all emergency costs and medical care will be covered by Hannah.
What happens if a Hannah Pet is injured and the Pet Parent takes it to an emergency clinic instead of to Hannah – who pays the bill?
You can bring your Pet to our 24/7 Westside Vet and Emergency Hospital at any time. Hannah Pet Parents who are traveling outside of the local area can call our emergency number for medical support, and we will work with the nearest suitable emergency hospital to coordinate care and resolve payment. If you take a Hannah Pet to any clinic for lifesaving emergency aid, Hannah always pays for it; however, if you don’t bring Hannah into the conversation immediately so that we can make sure the Hannah Pet is getting the appropriate care, it will be at your expense – so always call us first.
I love cats and every one I have had loves to go outside – but many seem to get lost. If I enroll my cat with Hannah, can it still go outside?
Our Pet care guidelines specify that cats that stay indoors are likely to be healthier and live longer. The reality is that cats do on occasion escape outside, and we want to help Pet Parents understand that keeping the cat indoors will result in a healthier Pet. We also provide education on ways for cats to play and exercise while indoors to minimize the desire to escape. But, perhaps most importantly, all Han¬nah Pets are microchipped and registered as a part of the Hannah Total Lifetime Care Plan. This provides assurance for Hannah Pet Parents that if their Pet is lost or stolen, we have the processes in place so authorities can identify the Pet, and we can get the Pet back to the family as soon as possible; you are responsible for licensing and any “tickets” you get if your Hannah Pet is picked up off your property.
Do you find and place Pets into matching families?
We used to, but we no longer find and place dogs and cats for families – we do provide bunnies and guinea pigs. However, we do still provide our Members with our matching services whenever they need them. Our Pet match is based on the information they provide us about them and their family. Once a Member has found the matching Pet, we will examine it and provide our complete medical, behavior, and matching assessment at no charge. They are able to repeat this process multiple times without any cost. With thousands of Members, there is always somebody going through a life-changing event and we help them find a great new home for their “Hannah Pet.” We have relationships with rescue and other organizations with dogs and cats looking for a home, and often we are able to facilitate "meet and greets" between each organization and people looking for a Pet.
If I decide to enroll my Pet with Hannah, where will I get supplies, medical treatment and other care from?
For medical and behavior treatment for your Pet or other needs, you will visit one of our conveniently located Hannah Vet Hospitals, or have our Pet limo service pick up and/or deliver your Pet. The Pet Limo is a service option you can add to your TLC Plan or pay for just when you need it.
If my Hannah Pet dies in an accident, do I have to pay the repurchase fee?
No, there is no repurchase fee owed at the death of your Hannah Pet. Hannah has several easy ways you can prove that your Hannah Pet died and then the monthly TLC Plan payments will stop immediately. In cases where your Hannah Pet dies, you should call Hannah immediately so we can take care of the Pet’s remains for you (at no charge).
I am in the military and really want to get a Hannah Pet; however, I worry about being deployed overseas and I might not be able to take my Pet. Could I leave it with my brother for the two years I might be gone?
Yes. Arrangements can be made for Pets to stay with family members or extended family members. We want to do everything we can to ensure the Pet gets the best possible continuity of care. In addition, we have programs to help people in the military with their Pets, if needed.
My boyfriend and I are getting married and would like to become Hannah Pet Parents as soon as we move into our new house. Suppose we get divorced someday; what will happen to our Pet?
Hannah works with our Pet Parents as they resolve rights and responsibilities such as in the case of a divorce. Ultimately, a court may make this determination, and of course we will abide by that. Hannah will not take sides and will support the family’s agreement or the court’s decision. We will also waive the Membership Fee and provide free matching consultations if the noncustodial Pet Parent wants a Pet.
What if a customer misses payments? Will you repossess the Pet?
No. Hannah will never repossess a Pet against a Member’s wishes for any reason. Our first option will be to work with the Hannah Pet Parent to develop a payment plan. If that is unsuccessful or if the Pet Parent ceases communication with us, we will refer them to our collection agency.
Can non-members bring their Pets into Hannah service centers for grooming, boarding, vet care, etc.? If not, why not?
No. Our Hannah Vet Hospitals are exclusively for Hannah Members. We sometimes make exceptions for training classes and programs for kids like 4-H and Scouting, and for shelter Pets.
Will your prices ever change during the lifetime of my Hannah Pet?
Yes. The repurchase price of the Pet goes down by $25 per year to a minimum of $100, and the monthly TLC Plan fee will be adjusted annually based on the age of the Pet and inflation (CPI). Prices for certain of our elective services may be adjusted to reflect changes in our costs. We don’t anticipate other changes, but can’t see into the future. What we will never do is raise the monthly price for your Pet just because it got sick or developed a problem after it was already on a TLC Plan.
Hannah says that Total Lifetime Care (TLC) Plans basically cover everything that a Pet “needs.” What happens when Hannah and the Pet Parent don’t agree on “need”?
If we think that the Pet needs medical or behavior care and not having that product or service is affecting the Pet negatively or could be detrimental in a material way, we will tell you and recommend what we think is best. If you disagree with our professional recommendation and refuse to allow or help us to provide what we determine the Pet needs, we have the right to end your Membership Agreement with Hannah. Conversely, if you think the Pet needs medical or behavior care and that not having that product or service is affecting the Pet negatively or could be detrimental in a material way, you will tell us and explain what you think is best for the Pet and why. We will fully consider all your points, get other doctor’s opinions and so forth, and discuss all the data and opinions with you; but if we still disagree with your diagnosis and therapeutic plan or refuse to provide it for any reason, you have the right to end your Membership Agreement with Hannah (as documented in Section R of that agreement).
Hannah’s behavior standards for a “good” Pet may be different than a shelter’s evaluation. How is this reconciled?
Hannah’s behavior standards are intended to ensure that a Pet has a high likelihood of longevity in a particular family setting. A standard definition of “good” doesn’t currently exist and should be based on the goals of the organization. We choose to error on the side of safety – for you, your family and friends, and our team of caregivers. Pets that are aggressive and/or biters, in our opinion, are not safe and are not accepted as Hannah Pets, and we don’t recommend them as Pets. Even a little bite can put out a child’s eye.
If Hannah refers me to a shelter and I get a matching Pet from them, will the shelter perform spay/neuter and microchipping, or will Hannah?
It can be done by either. Hannah has clinical facilities to support spay/neuter and microchipping, and so we are able to have agreements with shelters that are flexible to determine which is best in each situation.
Many shelter animals have kennel cough – who will be responsible for cleaning up pre-existing conditions in the Pet – Hannah, the shelter, or me?
All Pets that are accepted on a TLC Plan first need to pass Hannah’s medical and behavior examination and, as such, some Pets with serious illness may not be able to be placed on a plan until their condition is resolved. Once a Pet has been accepted by Hannah on a TLC Plan, Hannah the Pet Society is responsible for all medical care.
It’s great that your Pet Aptitude Test (PAT) evaluates Pets for behavior, but what about health measures? What will Hannah’s health and wellness evaluations cover?
Hannah the Pet Society conducts a medical exam to ensure that the Pet is in good health. This includes a physical exam and important laboratory tests when necessary.
If a shelter is already using a behavior/temperament test in-house that works for them, will Hannah also insist on separate administration of the PAT before enrolling a Pet on a TLC Plan?
Yes; we each may have different purposes for such a test. Hannah’s Pet Aptitude Test (PAT) is focused on helping to determine if a Pet is appropriate in a family environment and in our facilities. It may be similar or a complement to any temperament testing currently being done by the shelter, but the PAT can’t be replaced by current temperament testing done by shelters.
Is Banfield connected to Hannah in any way?
No. Banfield is a traditional “fee for service” veterinary care provider and very good at what it does. Hannah provides managed Pet care through a unique model to families and provides all the medical and behavior care they need for life. It’s a completely different business – even a different category – and has no common ownership or management with Banfield. You can see a comparison of the Hannah model with the traditional fee for service vet model HERE.
How does Hannah's TLC program compare to "Wellness Plans"?
Wellness Plans offered by some veterinary practices typically choose a fixed monthly fee for preventive care (e.g., office visits and vaccines). By contrast, Hannah's TLC program covers comprehensive illness, and injury care, the full spectrum of dental care, and behavior care and training in addition to preventive care, for its monthly fee. We believe that if you compare the cost and breadth of services for our TLC program to a Wellness Plan, you will conclude that the TLC plan provides for greater value. For more details, go HERE.
Is Hannah a competitor to other veterinarians?
Hannah employs great veterinarians and expects to employ many more. We believe a high percentage of our Members wouldn’t even have a Pet without Hannah making it affordable for them. Hannah simply provides another choice for Pet Parents.
How can Hannah offer its service package so cost-efficiently?
There are several significant efficiencies assumed in our business model. Many business models rely on “volume,” and Hannah the Pet Society isn’t an exception. Because we use our own doctors and Hannah Vet Hospitals, we are able to keep costs down. For example, we don’t have to spend time making cost estimates or tracking every single product line item, which can account for 25% of labor costs in other vet practices. In addition, by owning the Pets, Hannah saves regulatory costs versus an insurance model. These all help lower the costs to Hannah Pet Parents. You can learn more about our cost efficiencies HERE.

What Hannah Members Say

Nearly two weeks ago I took my dog to another clinic and she was diagnosed with Pyometra and I was told she would die that day without surgery. I couldn't afford the $3,800 they wanted. . . A week later and my fur baby was still alive and fighting. Finally I ran across Hannah. . . From the moment I walked in with my insanely thin and ill dog, I was treated with respect and compassion. They didn't hesitate to take care of my fur baby, blood work, X-ray, IV with fluids before I even gave them payment information. My dog is alive, back home, after days of surgery and hospital care, for a fraction of the cost the other vet wanted, and payments spread over the next 12-months. I also, now, will never have to experience this again because for my monthly fee and membership my dog will have great veterinarian care for the rest of her life, no matter what financial obstacles are thrown at me. . .

Jennifer H. June 2016