Veterinary Payment Program

One Health Organization > We Can Help > Veterinarians > Veterinary Payment Program

This section more fully describes the Veterinary Payment Program as a benefit for One Health Family Members to help them pay for veterinary services.  

Who receives vouchers from One Health Organization?

One Health Organization issues vouchers to pet owners to help pay for veterinary services. At the time of this writing (6/22/2016) there are 190 members who received vouchers worth up to $250 because they provided written proof that they were in financial need. These members are at least 55 years of age OR they are disabled, as defined by the federal government. Most One Health Family Members to date live in Cuyahoga County, though several live in adjacent counties such as Lake, Geauga, Portage, Summit, Medina, and Lorain.

What if the client needs more expensive care?

Members may access additional financial support from One Health Organization on a case-by-case basis if veterinary costs exceed $250. If a veterinarian identifies that services are needed that exceed $250, then the veterinary clinic must appeal to One Health Organization on the member's behalf. Call the office at 216-920-3051 and ask to speak to Dr. Anna about the case, and anticipated costs.

What if this is urgent or an emergency?

If the need is an urgent or emergency situation during normal business hours (8 am to 5 pm Monday through Friday except major holidays), please call the office at 216.920.3051. If this is an urgent or emergency situation after hours, please e-mail Dr. Anna M. van Heeckeren directly. She will get back to you as soon as she is able, but there is no guarantee that she will respond as quickly as you need one.

We are investigating a process where no cat or dog has to suffer needlessly from pain or distress on an urgent or emergency care basis because of a One Health Family Member's inability to pay at the time of service.

Do vouchers expire?

Yes. Vouchers retain their full value up until the stated expiration date (up to one year after the issue date).

Use of vouchers by pet owners

Pet owners may use vouchers to help pay for veterinary services, as provided by participating veterinarians, up to the value of each voucher presented. If the total cost of services exceeds the value of one voucher, then more than one voucher may be presented by the pet owner to the participating veterinary clinic.  If the total cost of services exceeds the value of all the vouchers the pet owner brought with them, then the pet owner is expected to pay the difference if the veterinary clinic chooses not to write off the expense, donate the services or provide a discount.

Who receives cash in exchange for vouchers?

Only (participating) veterinary clinics may receive cash in exchange for vouchers. Note that any reputable veterinary clinic can sign up to become a participating veterinary clinic at any time. Vouchers do not have cash value to pet owners, and may not be sent by pet owners to One Health Organization to receive payment. 

What if a client claims to have lost their voucher(s)?

If a pet owner claims to have lost their voucher(s), the veterinary clinic should contact One Health Organization at 216.920.3051 to verify their claim.

Are vouchers transferable?

Vouchers are not transferable from one pet owner to another without written permission of One Health Organization. Vouchers may be used for any pet living in the home of the pet owner. Pets known to live in the home of the pet owner at the time the vouchers are issued are stated on the voucher. It is the responsibility of veterinary clinic to determine whether the voucher is used by the person named on the voucher. Pet owners or the veterinary clinic should notify One Health Organization if a pet dies or a new one is acquired to keep records current.

How does reimbursement of vouchers occur?

Upon presenting a voucher issued by One Health Organization for reimbursement, the veterinary clinic needs to provide written proof that services were rendered with a copy of the client invoice indicating the services provided, the discount provided to the client (if any), and the amount paid by the client (if anything). If the total cost of services falls below the value of one voucher, then the participating veterinary clinic may attach more than one invoice to that voucher (for the same pet owner).

One Health Organization will reimburse the veterinary clinic for up to the value of each voucher depending on the amount owed for services rendered. For example, if services cost $20, and a voucher worth $25 is sent, One Health will pay the participating veterinary clinic $20. Alternatively, if services cost $30, and a voucher worth $25 is sent, One Health Organization will pay the participating veterinary clinic $25. One Health Organization is not responsible for fees that exceed the face value of voucher(s) presented to the participating veterinary clinic.

Services must be provided by the participating veterinary clinic on or after the date the voucher was issued yet before or on the expiration date of the voucher in order to be reimbursed. Vouchers expire up to one year after the date they were issued to encourage pet owners to seek veterinary care services for their pet at least once annually. 

The veterinary clinic will fill out the back of each voucher, and submit them with backup documentation, as described elsewhere, through one of the following methods:

  • US postal service: Mail to One Health Organization, ATTN: Veterinary Payment Program, 596 Battles Rd, Gates Mills, OH 44040
  • FAX sent to 216.455.0980: Call to ensure delivery with the first FAX sent; if unsuccessful, then another delivery method must be used until the participating veterinary clinic FAX machine is upgraded to meet the capabilities of the FAX system used by One Health Organization
  • Picture taken by a smart device and sent as an attachment by e-mail to The information provided in the body of the e-mail must include at a minimum the voucher # used, pet owner's last name, and service date (MM/DD/YYYY)
When can the veterinary clinic get paid?

Payment can be expected within ten business days of receiving the voucher(s) and appropriate backup documentation from the participating veterinary clinic. If the information is incomplete, then it will take more time to submit payment. An IRS Form W-9 for the participating veterinary clinic must be on file at One Health in order for payment to be approved and made (Download an IRS Form W9).

How does the veterinary clinic get paid?

Payment includes the following options:

  • a check made out to the participating veterinary clinic
  • electronic transfer (if the participating veterinary clinic has written proof that they are incorporated as a business, as indicated on the IRS Form W-9 provided)

Note: A credit card payment may be made only if the above options are not acceptable per veterinary clinic policy.

What veterinary expenses are covered?

Vouchers can be used to pay for most veterinary care services, such as the following:

  • Annual veterinary services required by law or rules, or as advised by a practicing veterinarian, such as a physical examination, core vaccinations, parasite control, etc.
  • Disease testing, such as fecal examinations, blood tests, urine tests, ear swabs, etc.
  • Toenail trims and other medically necessary grooming procedures, such as removing matted fur, expressing anal glands, etc.
  • Dental cleanings (only if performed under general anesthesia)
  • Prescription diets, as medically indicated
  • Medications (acute or chronic care needs)
  • Urgent or emergency care services for medical or surgical conditions
  • Palliative care treatments
  • Euthanasia services
  • House call fees

Services must be provided in accordance with state law by and/or through a veterinary practice. Services not mentioned above may be approved on a case-by-case basis. Call 216.920.3051 Monday through Friday 8 am to 5 pm and ask to speak to Dr. Anna or send an e-mail if you have any questions about what is and is not covered.

What expenses are not covered?

Vouchers cannot be used to pay for routine spay/neuter procedures, pet adoption fees, or non-prescription pet food since there are other organizations that exist to pay for or provide these goods or services.

If you have a question about what is and is not covered, please call us at 216.920.3051 Monday through Friday 8 am to 5 pm and ask to speak to Dr. Anna M. van Heeckeren or send an e-mail. We will get back to you as soon as we are able.