The Uncharted Veterinary Podcast

What happens when friendships in your veterinary clinic start to blur the line between connection and cliques? In this episode of The Uncharted Veterinary Podcast, Dr. Andy Roark and Stephanie Goss dig into one of the most uncomfortable culture challenges in practice: favoritism. It often begins innocently, with a doctor and technician who click, who work smoothly together, and who spend time outside of work. Over time, that “we just work well together” energy can quietly turn into exclusion, frustration, and an uneven playing field that leaves the rest of the team feeling left out.

Andy and Stephanie explore how favoritism shows up, why it erodes trust and collaboration, and what leaders can do when personal bonds begin to affect professional dynamics. They share practical strategies to coach your team, set boundaries without being the “fun police,” and rebuild fairness and inclusivity across your clinic. Whether you are a practice manager, medical director, or lead technician, this episode offers a clear path to strengthen your culture and support a healthier team. Let's get into this episode!

Do you have something that you would love Andy and Stephanie to discuss on the podcast? If so, send us a message through the mailbag! 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!

Your team comes back from CE full of ideas, energy, and handouts. Two weeks later, it is as if none of it ever happened. Sound familiar? In this episode of the Uncharted Veterinary Podcast, Dr. Andy Roark and Maria Pirita tackle one of the most frustrating challenges in veterinary leadership: how to actually implement what your team learns at continuing education events. CE should spark growth, no t fizzle into forgotten notes and half-finished protocols. Andy and Maria unpack why good intentions fall apart once everyone returns to the clinic and share how to set your team up for real success before, during, and after any conference. They dive into the leadership mindset that drives continuing education implementation and the systems that keep learning alive long after the plane ride home.

Want to turn CE ideas into real results? Download our free CE Implementation Facilitation Guide and help your team bring their learning back to life.

Do you have something that you would love Andy and Maria to discuss on the podcast? If so, send us a message through 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

Veterinary client communication is at a crossroads. Teams everywhere are feeling the strain of constant calls, texts, and emails from clients who expect immediate answers. The pace of communication has accelerated faster than many veterinary practices can keep up with, creating a daily challenge: how do we stay personal and present while meeting growing digital demands?

That question is at the center of a conversation between Dr. Andy Roark and Shawna Castillo on the Uncharted Veterinary Podcast, sponsored by Otto.

Shawna is the Director of Care Membership Programs at Otto and co-owner of Cement Creek Veterinary Hospital in Colorado. With more than 20 years of experience in the veterinary and animal health space, she is a leader in people, process, and technology integration. Her background spans team leadership, retention strategy, client education, and process improvement.

At Otto, Shawna helps veterinary hospitals implement tools that improve efficiency and strengthen client relationships through intentional automation. She is passionate about finding new ways to use technology to deepen the bond among pets, their people, and their veterinary teams.

This episode is brought to you ad-free by Otto!

Scribe smarter. Spend Less. When your team can focus on clients instead of keyboards, everything runs smoother: communication, continuity, compliance. Try Otto AI Scribe free for 21 days with no credit card required.

Explore the latest insights in client behavior and new client communications benchmarks from the 2025 Otto Client Engagement Report.

Ready to elevate operational efficiency and deliver a better experience for every pet owner who walks through the door? Book a demo with Otto to see the platform in action.

Upcoming events: https://learn.unchartedvet.com/pages/events

All Links: https://linktr.ee/UnchartedVet

Do you have something that you would love Andy and Stephanie to discuss on the podcast? If so, send us a message through the mailbag! Submit it here: unchartedvet.com/mailbag

What do you do when the veterinary feedback you’re getting feels personal, unfair, or downright mean? In this episode, Dr. Andy Roark and Stephanie Goss unpack a real letter from a mother in veterinary medicine whose daughter, a new CSR, is struggling with harsh feedback and unkind coworkers in her first clinic job. From the painful moment she was told, “I don’t like your face,” to an unsettling “I don’t care” during an emergency, Andy and Stephanie explore how to tell the difference between helpful feedback and toxic communication. They dive into how leaders can model emotional intelligence, why not all feedback deserves equal weight, and how to coach young professionals to grow stronger without losing their confidence. If you’ve ever questioned how to handle criticism, balance empathy with accountability, or create a healthier feedback culture in your veterinary team, this conversation is for you. Let’s get into this episode!

Do you have something that you would love Andy and Stephanie to discuss on the podcast? If so, send us a message through the mailbag! Submit it here: unchartedvet.com/mailbag

Mentioned in this episode:

Join us for the Medical Director Summit!

Get the Protocol Training Game Here!

Care is Your Calling

What happens when you mix Halloween, dice, and a veterinary leadership team? You get one of the most entertaining and insightful episodes of The Uncharted Veterinary Podcast yet. In this special episode, host Dr. Andy Roark and the Uncharted team dive into veterinary gamified learning through an original role-playing game called Uncharted Adventures. The result? Laughter, chaos, and a fresh look at how games can teach powerful lessons in communication, accountability, and teamwork inside a veterinary practice.

Do you have something that you would love Andy and Stephanie to discuss on the podcast? If so, send us a message through the mailbag! Submit it here: unchartedvet.com/mailbag

Mentioned in this episode:

Get the Protocol Training Game Here!

Care is Your Calling

If your veterinary team is exhausted, overbooked, and asking why you are still taking on new clients, this episode is for you. In this conversation, Dr. Andy Roark and Maria Pirita unpack one of the most common leadership challenges in a busy veterinary practice: explaining the need for new clients without overwhelming your team. They explore what’s really behind staff resistance, how to separate perception from reality, and how to use data, empathy, and collaboration to strengthen trust. You will learn practical strategies to manage client growth, improve team communication, and maintain stability while supporting your people. Let’s get into this episode!

Do you have something that you would love Andy and Maria to discuss on the podcast? If so, send us a message through 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

If you’ve ever felt overwhelmed by negativity in Facebook groups or struggled with whether you should even engage on veterinary social media, this episode of the Uncharted Veterinary Podcast is for you. Dr. Andy Roark and Stephanie Goss dig into the stress that comes from online reputation battles, why comment section arguments rarely work in your favor, and how to set healthy social media boundaries while still using platforms for client connection, practice marketing, and online reputation management. Whether you’re a veterinary practice manager, owner, or associate veterinarian, you’ll walk away with clarity on when to step back, when to lean in, and how to protect your energy while still reaping the benefits of social media for your clinic. Let's get into this episode!

Do you have something that you would love Andy and Stephanie to discuss on the podcast? If so, send us a message through the mailbag! Submit it here: unchartedvet.com/mailbag

Mentioned in this episode:

Office Hours

Inside the Uncharted Veterinary Community, Dr. Andy Roark hosts Office Hours where veterinary leaders can bring real-world challenges and get practical guidance from someone who understands the realities of practice life. These sessions give veterinarians, practice managers, and team leaders a chance to ask questions, workshop difficult situations, and gain perspective on issues like team dynamics, communication, burnout, and clinic operations. Instead of navigating leadership challenges alone, members get direct access to Andy’s insight along with the support of a community of veterinary professionals working through many of the same challenges.

Join Dr. Andy Roark for Office Hours at the Uncharted Veterinary Community!

Get the Protocol Training Game Here!

When your top-producing veterinarian starts squeezing in extra appointments, turning in higher invoices, and choosing more expensive medications, it can spark concerns about whether you have a “money hungry vet” on your team. In this episode of the Uncharted Veterinary Podcast, Dr. Andy Roark and veterinary management consultant Monica Dixon Perry unpack the challenges of production-based compensation, continuity of care, and staff perception. They share strategies practice owners and managers can use to protect trust, support their doctors, and keep teams aligned without sacrificing client confidence or financial stability.

Monica brings nearly four decades of veterinary experience to the conversation, with a career spanning hospital leadership, consulting, and corporate partnership roles. Now a Senior Manager in BerryDunn’s Outsourced Accounting Practice Group, she guides practices in optimizing operations, improving financial health, and strengthening community impact. Monica is a trusted voice on the global veterinary speaking circuit, known for blending empathy and strategy to help teams thrive. She’ll also be speaking at the Uncharted Get Sh*t Done 2025: Financial Edition this October 29th, where she’ll dive even deeper into practical tools for veterinary leaders. Let's get into this episode!

Do you have something that you would love Andy and Stephanie to discuss on the podcast? If so, send us a message through the mailbag! 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!

When wealthy pet owners happily spend on designer collars and gourmet treats but refuse essential veterinary care, the frustration for veterinary teams runs deep. In this episode of the Uncharted Veterinary Podcast, Dr. Andy Roark and Stephanie Goss unpack why affluent clients decline services, how this impacts team morale, and what strategies can help bridge the gap. From shifting your mindset to mastering client communication, they share practical ways to reduce judgment, build trust, and protect your clinic culture. Let's get into this episode!

Do you have something that you would love Andy and Stephanie to discuss on the podcast? If so, send us a message through 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

Ever had a case where the client was all in on helping their pet feel better, but regular in-clinic treatments just weren’t practical? Maybe it was a large dog with arthritis whose owner struggled to get them in the car. Or a client who cringes at the thought of daily medications. Dr. Andy Roark sits down with the brilliant Dr. Deb Torraca, veterinarian, rehab expert, and founder of Wizards of Paws Rehabilitation for Animals, to explore how at-home laser therapy is changing the way we manage pain, inflammation, and mobility issues in pets. This episode blends clinical insights with business innovation, making it a must-listen for veterinary professionals seeking to improve patient outcomes while also empowering clients at home. From managing osteoarthritis in French Bulldogs to implementing fleet-based lending models for rehab tools, this conversation is packed with actionable gems.

This episode is brought to you ad-free by Multi Radiance!

https://vet.multiradiance.com/vet

Practitioner Experience: https://www.dropbox.com/scl/fi/kabvurst27bnh8ij105ct/MyRxLaser_PractitionerExperience_wMobile.mp4?rlkey=o1zx33mvhoh0fkh09fxkee53p&dl=0

Pet Owner Experience: https://www.dropbox.com/scl/fi/1o5hj1cuxe3cz8mzooooy/MyRxLaser_PetOwnerExperience.mp4?rlkey=ejvb2sncs9po66usi6sdbcrlm&dl=0

MyRxLaser Resources: https://info.multiradiance.com/vet/myrxlaser/resource

MRM’s product page dedicated to MyRxLaser Platform: https://vet.multiradiance.com/vet/products/my-rx-laser

Debbie Torraca is a highly respected professional in the field of canine physical rehabilitation and conditioning, boasting over twenty-five years of experience. She is the founder and director of Wizard of Paws Physical Rehabilitation for Animals, where she provides specialized care to her patients. \n \n In addition to her clinical work, Dr. Torraca is an esteemed educator, teaching across the United States and contributing her expertise as a founding member of the Certified Companion Animal Therapy and Certified Canine Manual Therapy programs at North Carolina State University. \n \n Her commitment to advancing the field is evident through her active involvement in research focused on canine performance issues. Notably, she has explored the use of photobiomodulation therapy to enhance athletic performance and address conditions such as degenerative myelopathy and intervertebral disc disease (IVDD). Dr. Torraca’s dedication to both practice and education continues to make a significant impact on the health and performance of canine athletes.