The Uncharted Veterinary Podcast

Scott Burton MBA, CVPM joins Dr. Andy Roark to discuss the economics and emotions of workplace culture. They talk about the impact of culture on veterinary teams, veterinary clients and even in discussing cost of veterinary care. This episode is made possible ad-free by CareCredit!

LINKS: Strategy as Practice: https://amzn.to/3ERkOmX Organizational Culture and Leadership: https://amzn.to/3ERkOmX An Everyone Culture: Becoming a Deliberately Developmental Organization: https://amzn.to/3ERkOmX CareCredit: https://www.carecredit.com/ Links to Amazon.com are affiliate links and help support the show. (They're also much smaller than normal links and easier to copy when typing up show notes!)

ABOUT OUR GUEST: Scott Burton is the Hospital Administrator of Southern Regional Veterinary Specialists and Southern Regional Veterinary Emergency Services. Scott also prides himself on being a scholar-practitioner as he currently works on completing his doctorate in executive leadership. The fourteen years of administration experience combined with his formal education (BA in Bible and Theology, MBA in human resources, CVPM certification, and Doctoral work/dissertation research) give Scott a unique perspective that will continue to be an asset to those around him. Before his time in veterinary medicine, Scott had extensive exposure to the financial sector as the Assistant Vice-President of a community bank. He served as the IT security officer and was in charge of consumer construction lending. His leadership skills were also recognized while he served as a personal banker with Bank of America and was recognized for his sales and leadership capacity. Scott transitioned into veterinary medicine primarily due to his wife’s experience as a licensed veterinary technician. As a hospital administrator, Scott learned about the complex ecosystem in the veterinary hospital and the delicate balance required to generate interdependent relationships. The development of this ecosystem perspective has guided him through his doctoral research and continues to function as an illustration of cultural continuity. Scott’s leadership model focuses on the inner nature of the individuals within the organization. His passion for creating a positive culture is more than “Friday Pizza” and involves an in-depth analysis of the emotional intelligence and vertical development of those he leads. Scott is married to his best friend of almost twenty years (married 16) and has four beautiful children (all under 9). We enjoy campfires, smores, and hotdogs while we play soccer or bocce ball in the backyard. We also have two Greyhounds and one German Short-Hair Pointer.

This week on the Uncharted Podcast, Dr. Andy Roark and special guest practice manager Maria Pirita break down the problem of what to do when one of your seasoned team members turns spicy! In this question from a conference attendee, we have a lead technician who is not doing the "menial" parts of her job and is being a touch rude with other team members. How are we doing to handle it?? Let's get into this...

Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

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Care is Your Calling

This week on the Uncharted Podcast, practice manager Stephanie Goss is joined by her dear friend, Dr. Phil Richmond. Phil is the Chief Medical & Team Wellbeing Officer at Veterinary United and the Founder of Flourishing Phoenix Veterinary Consultants. He is an advocate for positive culture and individual, team and organizational psychological health, safety, and wellbeing in veterinary workplaces. Phil was also voted Most Funny in his high school class, was the NASA 1996 FL State Powerlifting champion (Juniors, 23 & under) and has seen Rush in concert more than any other band. That's what I call a bio! Stephanie and Phil are talking through a recent conversation had with some managers after a team member at someone's clinic called off for several days and then told their manager that they were admitted to the hospital following an overdose. This is someone who is newer to the team, performing well and this manager was asking how to navigate this. The discussion turned towards disciplinary-like actions - taking away keys, possible termination for the no call, no show, drug testing and more. Stephanie and Phil wanted to talk through why the default response is often to frame substance/alcohol use disorder and mental health crises in a disciplinary way; what we can do to examine our own bias when it comes to these challenges and leadership and how to begin taking steps to change the culture within our practices, our communities and veterinary medicine as a whole. Let's get into this... LINKS Episode Resources Mentioned by Stephanie and Phil At VMX: Veterinary Recovery Meeting is Sunday Jan 15 at the Hyatt from 4-8pm in Celebration 14. ACES Assessment/Information PERMAH Survey Information - Workplace (and personal) well-being assessments Mental Health Audit - Use the workplace mental health audit tool to find out how your workplace measures up. Vets4Vets - VIN Foundation Vet Peer Support Network

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Care is Your Calling

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Hall of fame episode. Originally aired as UVP 168. This week on the podcast, Dr. Andy Roark and Stephanie Goss are sharing a conversation they recently had with a group of managers who was struggling with something that feels familiar to us all at this point. These managers are short handed. And a lot of them came into their roll from the team side so they have the skills to fill in on the floor when needed. Their teams are really getting frustrated and/or angry with them when they refuse to cover gaps in the schedule in order to get their own jobs done including things like trying to hire, interview and payroll. It feels like the ultimate rock and a hard places conversation. Let’s get into this…

Mentioned in this episode:

Get the Protocol Training Game Here!

Join us for the Medical Director Summit!

Care is Your Calling

This week on the Uncharted Podcast, Dr. Andy Roark and practice manager Stephanie Goss are talking through a question that Stephanie admits she could have written in to the mailbag at one point in her management career. We had a manager write in and ask what to do about a great skilled, talented tech who just happens to call out ALL. THE. TIME? They are amazing for the patients and the team loves them, when they are here. This management team just isn't sure how to take it from here. Let's get into this...

Do you have something that you would love Andy and Stephanie to role play on the podcast - a situation where you would love some examples of what someone else would say and how they would say it? If so, send us a message through the mailbag! We want to hear your challenges and would love to feature your scenario on the podcast. Head over to the mailbag and submit it here: unchartedvet.com/mailbag

Mentioned in this episode:

Care is Your Calling

Get the Protocol Training Game Here!

Join us for the Medical Director Summit!

This week on the Uncharted Podcast, Dr. Andy Roark and practice manager Stephanie Goss are working on a challenge question from the mailbag. A veterinarian wrote in because they have an associate who they thought was a great fit and the team was super excited about when they hired them. A year later and the sparkle seems to have worn off and this associate seems unhappy, anxious and angry a lot of the time. They are micromanaging the team, snapping and sniping at people constantly and this practice owner is worried about this associate. Can this situation be saved, how do I as an owner help them and what do I do to support the team who is super frustrated are all the questions being asked by this practice owner. Let's get into this...

Do you have something that you would love Andy and Stephanie to role play on the podcast - a situation where you would love some examples of what someone else would say and how they would say it? If so, send us a message through the mailbag! We want to hear your challenges and would love to feature your scenario on the podcast. Head over to the mailbag and submit it here: unchartedvet.com/mailbag

Mentioned in this episode:

Join us for the Medical Director Summit!

Care is Your Calling

Get the Protocol Training Game Here!

This week on the Uncharted Podcast, Dr. Andy Roark and practice manager Stephanie Goss are tackling some serious questions that Stephanie lumped together from the mailbag. We've received some asks from veterinarians and managers facing the angry clients, online mobs, in-person harassment/bullying from people when the horrible, unexpected things happen. When a pet slips a leash and runs into the road in front of the clinic; when a patient dies with no warning during an exam; when a pet in boarding is gravely injured trying to escape their run during a thunderstorm. Things we all hope don't ever happen to us but are out of our control for the most part. These stories matter and the questions being asked by these brave leaders facing these situations matter, maybe even more than the story. Questions like "how do I emotionally support my doctor who is berating themselves for not know that pet was suddenly going to die with no warning?" or "how do I be there as a leader and support my team when we are getting death threats on our voicemail and people are being called out by name or their personal information shared online? How do I make sure we are all mentally okay at the end of the day?" These are wonderfully compassionate questions that Andy and Stephanie enjoyed looking at from multiple angles. Let's get into this...

Getting the Most Out of Your Relief Vet Relationships Dr. Maggie Brown-Bury is a relief veterinarian in Canada and she is already booked for all of 2023. How does she do it? Who ends up at the top of her list of availability? If you're struggling to find a consistent relief veterinarian or don't know where to start, this 1-hour workshop can help. On December 13, she will be sharing her experiences (the good and the bad), what key things you should have in place if you hire a relief vet, how to set them up for success, and how to build the foundation for an ongoing relationship. She will also give you a comprehensive list of the obvious and lesser known hiccups clinics encounter along the way when hiring relief veterinarians and how to avoid them so you're at the top of your favorite relief vet's list in 2023. Join us on December 13, 2022 from 7pm ET/4pm PT – 8pm ET/5pm PT for this LIVE workshop! Registration is $99. FREE for Uncharted Members. Sign up here All Uncharted Veterinary Community Workshops are LIVE! You will be able to ask the instructor questions that help you address your practice’s unique problems. This will not be 2 hours of silent screen time. Gear up for interactive, fun learning! All Links: linktr.ee/UnchartedVet Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

Mentioned in this episode:

Get the Protocol Training Game Here!

Care is Your Calling

Join us for the Medical Director Summit!

This week on the Uncharted Podcast, Dr. Andy Roark and practice manager Stephanie Goss are tackling a question Andy was asked about working together with our (local) competition. A manager in a rural/remote area is wanting to connect with other managers. It seems the veterinarians in the area don't all get along and see no reason to work together. These managers are looking at it from a different lens and wondering "Isn't there a point to us working together?" and better yet, they are asking "how do we explain this to the vets who don't agree with us?" Let's get into this...

Getting the Most Out of Your Relief Vet Relationships Dr. Maggie Brown-Bury is a relief veterinarian in Canada and she is already booked for all of 2023. How does she do it? Who ends up at the top of her list of availability? If you're struggling to find a consistent relief veterinarian or don't know where to start, this 1-hour workshop can help. On December 13, she will be sharing her experiences (the good and the bad), what key things you should have in place if you hire a relief vet, how to set them up for success, and how to build the foundation for an ongoing relationship. She will also give you a comprehensive list of the obvious and lesser known hiccups clinics encounter along the way when hiring relief veterinarians and how to avoid them so you're at the top of your favorite relief vet's list in 2023. Join us on December 13, 2022 from 7pm ET/4pm PT – 8pm ET/5pm PT for this LIVE workshop! Registration is $99. FREE for Uncharted Members. Sign up here All Uncharted Veterinary Community Workshops are LIVE! You will be able to ask the instructor questions that help you address your practice’s unique problems. This will not be 2 hours of silent screen time. Gear up for interactive, fun learning! All Links: linktr.ee/UnchartedVet Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

Mentioned in this episode:

Join us for the Medical Director Summit!

Care is Your Calling

Get the Protocol Training Game Here!

Dr. Amanda Doran joins Dr. Andy Roark to discuss managing (and being) a neurodiverse doctor. Very little of the conversation is specific to veterinarians as opposed to other members of the vet healthcare team, and everyone in the clinic can benefit from this conversation. We cover common behaviors as well as resources and management strategies for supporting a diverse group of individuals across an organization. Let's get into this!

LINKS: Dr. Amanda Doran: @dr_amanda_doran Love and Work: How to Find What You Love, Love What You Do, and Do It for the Rest of Your Life - https://amzn.to/3c7ZL5i

ABOUT OUR GUEST: Dr. Amanda Doran is an artist, writer, speaker, and practicing in-home euthanasia veterinarian. She is also Certified in Veterinary Hospice and Palliative Care (CHPV). Dr. Doran’s art, writing and speaking focus on options for end of life care, effective communication strategies, and how to create a more magical and meaningful life by cultivating what she calls Work-Life Resonance.

Mentioned in this episode:

Get the Protocol Training Game Here!

Join us for the Medical Director Summit!

Care is Your Calling

This week on the Uncharted Podcast, Dr. Andy Roark and practice manager Stephanie Goss are picking up where they left off last week! That's right, this is part 2 of our first cliff hanger episode. This week, we will dive into the action step ideas for the challenge facing our repeat mailbag writer who was previously feeling squashed and stubborn. They are still at it and just as stubborn as ever, only this time, they are struggling with not letting client frustration over scheduling woes get them down. They are booked pretty far in advance and doing all the things they can to manage the schedule and clients are still really frustrated. They are voicing it to the team and it is starting to crop up in online reviews and this doctor is asking for help in getting into a good headspace and not letting it get them or the team down. And also looking for help on how to communicate to clients that they have to wait and why it's okay to wait in some cases, without clients feeling brushed off. Let's get into the action...

The Secret Sauce to Optimizing Workflow with Senani Ratnayake, RVT Back by popular demand! It's time to take a look at the workflows that aren't working and come up with a plan to move forward with a strategy that makes sense. Date: November 30 Time: 5:30pm ET/2:30pm PT – 7:30pm ET/4:30pm PT REGISTER All Uncharted Veterinary Community Workshops are LIVE! You will be able to ask the instructor questions that help you address your practice’s unique problems. This will not be 2 hours of silent screen time. Gear up for interactive, fun learning!

Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

Mentioned in this episode:

Get the Protocol Training Game Here!

Join us for the Medical Director Summit!

Care is Your Calling