This week on the podcast, Dr. Andy Roark and practice management wiz, Stephanie Goss, tackle the intricacies of performance improvement plans in the veterinary setting that aren't all negative. The traditional approach has been carrot and stick when it comes to performance management. We know that approach is damaging to good culture where there is an environment of self-driven improvement and goals. This time, the mailbag brings us someone from the corporate world who is struggling to find balance between uplifting their team by creating psychological safety and still protecting the practice from a legal perspective through documentation of mistakes. The duo explores the dichotomy between transactional leadership and transformational leadership, shedding light on how both are truly necessary to run great cultures. Let's get into this episode!

UPCOMING EVENTS


272 - Does Writing People Up Ruin Team Trust And Culture?

The Uncharted Veterinary Podcast is for veterinary professionals who want to ace the tough parts of practice that happen daily but don't get discussed. We'll cover topics like how to manage workplace conflict, take exceptional care of pets and people, convince pet owners to follow your advice, have difficult money conversations, survive toxic co-workers and much more. If you want to up your communication, efficiency, management, or marketing skills so you can get more success and enjoyment from your career, then this is the podcast for you!

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An associate is struggling with their perception that the management team is not holding an otherwise exceptional team member accountable for excessive call-outs, resulting in gaps in coverage. This week on the Uncharted Podcast, Stephanie Goss and Dr. Andy Roark respond to an email signed from "A motivated associate who needs my support team to show up to work and the management team to hold them accountable." They discuss a team member who is excellent at their job but has chronic migraines causing constant absences. Andy and Stephanie aim to move from frustration to a positive mindset to tackle this mailbag question, head on. Let's get into this episode...

LINKS


286 - We Need A Call - Out Policy

Clients are feeling extremely frustrated by not being able to get seen with a sick pet quickly enough for their liking and unfortunately, the front desk is taking the brunt of the client frustration. This week on the Uncharted Podcast, Stephanie Goss and Dr. Andy Roark jump headfirst into another mailbag episode. They received an email from a practice who is absolutely drowning in clients. They have 5 doctors offering care weekdays AND weekends and they still can't keep up.  This practice is pleading for suggestions on not letting the constant backlash wear them down at the desk or on the phones. The team feels like this can be an amazing field to work in, but are feeling like its hard not to dread coming in when the bad calls start to outweigh the good. Let's get into this episode...

LINKS


285 - We Can't Get Clients In

One experienced doctor's toxic behavior is jeopardizing team morale and driving away staff and new graduate veterinarians. In this episode of the Uncharted podcast, practice management expert Stephanie Goss and Dr. Erica Pounds from Banfield Pet Hospital dive into a critical issue faced by many practice leaders: dealing with toxic behavior from a team member. The episode begins with a heartfelt email from a frustrated practice leader detailing the challenges their practice has faced since losing several doctors after a corporate buyout. Stephanie and Dr. Pounds explore actionable strategies to address this issue effectively. Let's get into this episode!

ABOUT OUR GUEST
Dr. Erica Pounds is the enthusiastic Program Manager for Team-based Care with the Veterinary Affairs Team at Banfield Pet Hospital. Since graduating from the University of Tennessee College of Veterinary Medicine in 2011, she has climbed the ranks at Banfield, taking on pivotal roles such as Chief of Staff, Area Chief of Staff, and Interim Director of Veterinary Quality. Erica has a fervent passion for learning and particularly cherishes opportunities for leadership development.

Outside the office, Erica's life is full of adventure and creativity. She's not only the supermom to four amazing boys and a partner in crime to her husband in the bustling world of superheroes and soccer, but she also finds joy and tranquility in quilting. Her sewing room is her sanctuary, a place where colorful fabrics and intricate designs come to life, providing a perfect balance to her dynamic professional life.



284 - Medical Director Not Managing The Naughty Doctor

This practice has spent a lot of time and energy to work on their culture and the team that is there loves working together, loves their clients and the management. Yet people are still leaving the practice! This week on the podcast, Dr. Andy Roark and practice management nerd Stephanie Goss are talking through an email they received in the mailbag. This letter might be short on details and the challenge this practice is facing is definitely long on the challenge.  We know we can't control losing people to life events and yet this writer is finding themselves shouting at the top of their lungs "What am I doing wrong!?!?!?" Let's get into this...



283 - Why Are They All Leaving? What Am I Doing Wrong?

Content Warning: Mentions of suicide may be triggering to some listeners.

What are some key practices in preparing the clinic for a team member returning from a mental health leave? Dr. Phil Richmond joins us to help a veterinary practice manager wondering how they can prepare a safe space within their clinic, for a team member to return to. Together, Stephanie Goss and Dr. Phil Richmond tackle many action steps and offer valuable resources to get the right work policy in place for any team. Let's get into this episode...

LINKS AND RESOURCES
JAVMA Article Suicide among veterinarians in the United States from 1979 through 2015: https://avmajournals.avma.org/view/journals/javma/254/1/javma.254.1.104.xml 

EEOC Resources: https://www.eeoc.gov/laws/guidance/enforcement-guidance-ada-and-psychiatric-disabilities

AVMA EAP Resources: https://www.avma.org/news/exploring-employee-assistance-programs-veterinary-practices-are-they-bother-or-benefit

Return to Work Checklist (US Friendly) - Page 37: https://workplacesuicideprevention.com/wp-content/uploads/2022/06/20220630-FINAL-FINAL-HR-EmploymentLaw-WhitePaper.pdf

Not One More Vet: https://www.nomv.org/



272 - Does Writing People Up Ruin Team Trust And Culture?

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