FlightPlan: Quick Consults

In this episode of FlightPlan: Quick Consults, our panel dives into one of the biggest efficiency challenges in veterinary practice: the exam room bottleneck. We tackle a bold question—what tasks really need a vet in the room?!

Learn how empowering your staff, clarifying patient care standards, and strategically redesigning exam rooms can make a huge difference in workflow. We also explore the game-changing impact of AI digital scribes, technician utilization, and small clinic tweaks that save time, reduce burnout, and elevate the client experience.

Panelists for this episode include:

• Host = Brenda Tassava Medina, CVPM, CVJ, MVLCE, President of Encore Veterinary Consulting
• Dr. Alex Andryszak, Field Ops Veterinarian at Encore Vet Group
• Dr. Evelyn Sagastume, Practice Owner at Petsedena Animal Hospital
• Carol Hurst, LVT CVPM, CVJ, CCFP, Consultant, Encore Veterinary Consulting

Thanks for listening!

Website: https://encorevet.com/

Facebook: https://www.facebook.com/encoreveterinaryconsulting

Instagram: @encorevetconsulting

Linkedin: https://www.linkedin.com/company/encore-veterinary-consulting

Veterinary practices are almost always busy...but does the P&L reflect that?

In this episode of FlightPlan: Quick Consults, our panel explores the disconnect between how busy a practice feels and what the financials actually show. They discuss common issues like unclear responsibility across teams, inefficient use of technology, high payroll despite feeling understaffed, and rising inventory costs without products on the shelf.

The conversation also highlights how an accurate, well-structured P&L—aligned with the VMG/AAHA Chart of Accounts—helps practice leaders avoid reactive decisions and instead focus on trends, leading indicators, and clearer financial insight.

Host = Brenda Tassava Medina, CVPM, CVJ, MVLCE, President of Encore Veterinary Consulting

Panelists:

• Martin Traub-Werner, CEO at VetBooks
• Michelle Winter, CVPM, CVJ, VP of Operations at Encore Vet Group
• Katie Esposito, CVPM, Account Manager at Clarus Technology

Resources Mentioned:

• VMG AAHA Chart of Accounts - https://www.myvmg.com/knowledge-center/aaha-vmg-chart-of-accounts/

Thanks for listening!

Website: https://encorevet.com/

Facebook: https://www.facebook.com/encoreveterinaryconsulting

Instagram: @encorevetconsulting

Linkedin: https://www.linkedin.com/company/encore-veterinary-consulting

Veterinary practice leaders, are you looking at your numbers often enough to truly lead in real time?

In this episode, our panel answers a practical question: Which 5 to 7 KPIs give you the clearest picture of practice health each week? From staff hours per doctor hour and inventory spend to revenue per DVM hour, percent of new clients, average daily revenue, appointment fill rate, COGS, income by hour, and even client complaints and reviews, we break down what actually matters.

We also explore how to use daily snapshots and trend tracking to make faster decisions without constantly pulling reports, plus a conversation around forward booking and staying proactive.

If you want clearer insight and quicker decision-making, this episode is your starting point.

Panelists include:

• Host = Brenda Tassava Medina, CVPM, CVJ, MVLCE, President of Encore Veterinary Consulting
• Brandon Hess, CVPM, CCFP, Partner at Grants Lick Veterinary Hospital
• Debbie Hill, CVPM, SPHR, SHRM-SCP, Consultant at Encore Veterinary Consulting

Thanks for listening!

Website: https://encorevet.com/

Facebook: https://www.facebook.com/encoreveterinaryconsulting

Instagram: @encorevetconsulting

Linkedin: https://www.linkedin.com/company/encore-veterinary-consulting

In this episode of FlightPlan: Quick Consults, a panel featuring the CEO of VetBooks, a CPA, and a veterinary operations leader discusses common sources of inaccuracy in veterinary P&Ls—from misclassified expenses and incorrectly coded services and inventory to using the wrong accounting method. They explain how these issues can quietly undermine decision-making.

The conversation also explores where practices should start when cleaning up their financials, including building a clean monthly income statement, aligning systems with the VMG/AAHA chart of accounts, and clearly defining the purpose behind the work. Because before you fix the practice, you have to fix the data.

Host: Brenda Tassava Medina, CVPM, CVJ, MVLCE

Panelists:

• Martin Traub-Werner, CEO at VetBooks
• Shona Andryszak, LVT, CCFP, SHRM-CP, Director of Support at Encore Vet Group
• Beth Scott, CPA, Partner at Katz, Sapper & Miller

Resources Discussed:

• VMG AAHA Chart of Accounts - https://www.myvmg.com/knowledge-center/aaha-vmg-chart-of-accounts/

Thanks for listening!

Website: https://encorevet.com/

Facebook: https://www.facebook.com/encoreveterinaryconsulting

Instagram: @encorevetconsulting

Linkedin: https://www.linkedin.com/company/encore-veterinary-consulting

Veterinary practice owners, welcome back!

In Part 2 of "Your Leaders Are Exhausted, and So Are You," the same panel of practice owners answers a tough question: How do you build accountability without becoming the bottleneck or the bad guy?

If everything has to run through you, here is the hard truth discussed in this episode: if you are the bottleneck, you are the problem.

This conversation covers hiring great people, coaching them well, and then letting them lead. It explores consistency, open two-way communication, bringing in additional support so you are not the only voice of accountability, and why strong core values are essential. 

If you are ready to stop carrying it all and start building a real leadership structure, this episode is for you.

Panelists for this episode include:

• Host = Brenda Tassava Medina, CVPM, CVJ, MVLCE, President of Encore Veterinary Consulting
• Dr. Evan Ware, Practice Owner at Laveen Veterinary Center
• Dr. Chip Cooney, Practice Owner at Animal Hospital of Statesville
• Dr. Amy Tate, Managing Partner at Riverview Animal Clinic

Thanks for listening!

Website: https://encorevet.com/

Facebook: https://www.facebook.com/encoreveterinaryconsulting

Instagram: @encorevetconsulting

Linkedin: https://www.linkedin.com/company/encore-veterinary-consulting

If you're a veterinary practice owner, this one is for you!

In Part 1 of this two-part conversation, three practice owners share an honest look at leadership overload and answer a powerful question: What responsibilities should owners stop carrying themselves?

From running staff meetings and handling client complaints to coaching team members and serving as the default Medical Director, many owners are doing more than they need to. This episode explores building the right team, elevating other veterinarians into leadership roles, leaning into your strengths, and carving out time for critical thinking.

Don’t miss Part 2 next week, where we’ll dive deeper into building accountability without seeming like the "bad guy"!

Panelists for this episode include:

• Host = Brenda Tassava Medina, CVPM, CVJ, MVLCE, President of Encore Veterinary Consulting
• Dr. Evan Ware, Practice Owner at Laveen Veterinary Center
• Dr. Chip Cooney, Practice Owner at Animal Hospital of Statesville
• Dr. Amy Tate, Managing Partner at Riverview Animal Clinic

Thanks for listening!

Website: https://encorevet.com/

Facebook: https://www.facebook.com/encoreveterinaryconsulting

Instagram: @encorevetconsulting

Linkedin: https://www.linkedin.com/company/encore-veterinary-consulting

In this episode, our panel examines which veterinary staffing benchmarks still provide meaningful insight and which ones may be leading practices in the wrong direction. From labor as a percentage of revenue to client experience metrics and total human cost, they discuss what is still worth measuring and what may no longer deserve center stage.

The conversation also focuses on how to better align doctor and support team schedules to prevent burnout. Through smarter pairing, clearer role alignment, strategic scheduling, and stronger communication, the panel shares practical ways to create balance without simply adding more staff.

If you feel stuck chasing staffing ratios that never seem to solve the issue, this episode will challenge you to rethink the expectations behind them.

Panelists joining Brenda Medina for this episode include:

• Michelle Winter, CVPM, CVJ, VP of Operations at Encore Vet Group
• Tiffany Consalvo, CVPM, CCFP, Director of Leadership & Operations at Encore Vet Group
• Amy Brauns, RVT, CVPM, Hospital Administrator at Everhart Veterinary Group

Thanks for listening!

Website: https://encorevet.com/

Facebook: https://www.facebook.com/encoreveterinaryconsulting

Instagram: @encorevetconsulting

Linkedin: https://www.linkedin.com/company/encore-veterinary-consulting

If your veterinary hospital feels nonstop and your team feels drained at the end of the day, this episode is for you. Three panelists explore how practice owners can assess whether they are genuinely overbooked or if hidden inefficiencies are creating unnecessary strain.

They discuss what to look at behind the scenes, from performance indicators to the full client experience, and share a few practical workflow shifts that can create relief without adding staff.

If busy does not seem to match your results, this conversation will help you take a closer look at why.

Panelists joining Brenda Medina for this podcast include:

• Michelle Winter, CVPM, CVJ, VP of Operations at Encore Vet Group
• Tiffany Consalvo, CVPM, CCFP, Director of Leadership & Operations at Encore Vet Group
• Amy Brauns, RVT, CVPM, Hospital Administrator at Everhart Veterinary Group

Thanks for listening!

Website: https://encorevet.com/

Facebook: https://www.facebook.com/encoreveterinaryconsulting

Instagram: @encorevetconsulting

Linkedin: https://www.linkedin.com/company/encore-veterinary-consulting

Difficult employee conversations are unavoidable, but avoiding them can cost your practice far more in the long run.

In this episode of FlightPlan: Quick Consults, Conversations That Count: Leading Through the Hard Talks, our panel explores the employee conversations leaders tend to avoid and how to handle them with clarity and intention. Topics include addressing toxic behavior even when an employee is highly skilled, aligning owners and practice managers around roles and expectations, and preparing for hard conversations that may take more than one discussion. 

The episode closes with a focus on creating healthy feedback loops through curiosity, accountability, modeling expected behaviors, and giving grace.

Joining Brenda for this quick consult:

• Carol Hurst, LVT CVPM, CVJ, CCFP, Consultant, Encore Veterinary Consulting
• Brandon Hess, CVPM, CCFP, SHRM-CP, Veterinary Consultant & Practice Owner
• Josh Vaisman, MAPPCP, CCFP, Founder and Lead Positive Change Agent, Flourish Veterinary Consulting

Resources mentioned:

• Leadership Training Program with Encore Veterinary Consulting - https://encorevet.com/leadership-training/
• The Guide to Becoming a Leader in a Veterinary Hospital - https://www.thenestlearning.com/products/Guide-to-becoming-a-leader-in-a-veterinary-hospital.aspx

Thanks for listening!

Website: https://encorevet.com/

Facebook: https://www.facebook.com/encoreveterinaryconsulting

Instagram: @encorevetconsulting

Linkedin: https://www.linkedin.com/company/encore-veterinary-consulting

In Episode 5 of FlightPlan: Quick Consults, our panel digs into how practice leaders can tell when phone systems are truly falling short versus when it’s just a gut feeling. From call data, staffing patterns, and abandoned calls to client feedback and team stress signals, we explore the real indicators that phones may be working against you.

The conversation also covers how to create better phone experiences through hospitality-focused training, confident (not robotic) scripting, tone and intonation, and giving CSRs the knowledge and freedom to communicate in their own voice. Plus, we discuss virtual CSR options as a way to support understaffed front desks.

If you’re questioning whether your phones are helping or hurting your practice, this episode offers practical insights to help you turn every call into an opportunity.

Panelists:

• Brenda Tassava Medina, CVPM, CVJ, MVLCE, President of Encore Veterinary Consulting
• Debbie Boone, CVPM, co-founder of NAAVR, Consultant at Debbie Boone Consulting
• Amanda Edwards, Practice Manager at Animal Care of Greenville
• Carol Hurst, LVT, CVPM, CVJ, CCFP, Consultant at Encore Veterinary Consulting

Resources mentioned:

• North American Association of Veterinary Receptionists - https://naavr.org/
• In-person CSR Bootcamps led by Carol Hurst - https://www.thenestlearning.com
• Encore Veterinary Consulting's Telephone Learning Center (TLC) Program - https://encorevet.com/client-experience/

Thanks for listening!

Website: https://encorevet.com/

Facebook: https://www.facebook.com/encoreveterinaryconsulting

Instagram: @encorevetconsulting

Linkedin: https://www.linkedin.com/company/encore-veterinary-consulting