The Veterinary Ledger Podcast

What happens when a practice keeps hiring veterinary assistants and never trains them?

In this episode of The Veterinary Ledger, Meghan Bingham speaks with Christopher Martin, Co-Owner of Hefner Road Animal Hospital and Pet Resort in Oklahoma City, Oklahoma.

Martin came to veterinary medicine after 23 years in human medicine operations. He argues the industry treats training as optional, then pays for it in turnover: staff are hired, taught almost nothing, and leave.

His fix begins with time -- The team customizes appointment lengths instead of overbooking, leveraging software and AI for charting and standard operating procedures. New assistants receive online training, then shadow experienced staff across dogs, cats, and exotics. Kennel technicians are cross-trained as assistants and receptionists.

The trade-off is deliberate. Martin keeps more staff on payroll than the schedule requires and pays assistants above the local average, accepting a smaller margin for a team that stays.

Topics Covered In This Episode

03:29 - Why staff training became the priority

04:23 - Creating time in the schedule

05:17 - Using Digitail and AI to free up time

08:55 - Splitting responsibility for growth, 60/40

09:41 - Hiring for eagerness in a working interview

11:03 - Cross-training kennel technicians into assistants and receptionists

14:20 - The new-assistant onboarding sequence

15:48 - Staying deliberately overstaffed, and paying above the local average

18:52 - Building confidence by removing the training wheels

25:37 - Being transparent about the business

Frequently Asked Questions Answered by This Episode

Q: Why do veterinary assistants leave, and what does turnover cost the practice?

A: Untrained staff are the main driver. Assistants are hired into roles with no structured onboarding, then asked to perform skills nobody taught them, and the ones who want to grow leave first. The cost lands as repeated recruiting, repeat training, and strain on the people who stay.

Q: Who is responsible for training new staff in a veterinary practice?

A: Mostly the practice, at roughly a 60/40 split. Hiring people who want to learn and then teaching them the job is a management function, and willingness to learn shows up in a paid working interview rather than on a resume.

Q: Which roles should be cross-trained in a veterinary practice?

A: The entry-level ones. Kennel technicians trained as veterinary assistants and client service representatives cover absences and busy days, and the added skills give ambitious staff a growth path inside the practice rather than somewhere else.

Q: How should a new veterinary assistant be onboarded?

A: In three stages: structured online training on atDove, then the practice management software (Digitail) so every role works from one system, then supervised shadowing with several experienced assistants across dogs, cats, and exotics. Pace the new hire, not the schedule.

Q: How long should a practice wait for an employee who wants to grow but is not progressing?

A: No fixed limit is set. Every staff member, including kennel technicians, resort staff, and client service representatives, gets pulled into the surgery room for a few minutes, which shows who wants more, who is capable of more, and who is uncomfortable with it.

About Christopher Martin

Christopher Martin is Co-Owner of Hefner Road Animal Hospital and Pet Resort in Oklahoma City, Oklahoma. He spent 23 years in human medicine operations before buying the practice with his wife, Dr. Rebecca Martin, DVM. He served in the US Army and studied Marketing at Oklahoma State University.

• atDove, online veterinary team training: go.atdove.org

• Digitail, practice management software: digitail.com

When clients cannot afford the care their pets need, is pet insurance the answer, or just one piece of a larger financial picture?

In this episode of The Veterinary Ledger, Meghan Bingham speaks with Dr. Ricky Walther, Chief Medical Officer at Pawlicy Advisor.

Dr. Walther graduated from UC Davis and practiced small animal medicine in both corporate and private settings before joining Pawlicy Advisor. He came to the company through the Veterinary Business Management Association, where he served as national president in vet school, and has spent the last several years helping veterinary teams hold proactive financial conversations with pet owners.

The episode walks through how Pawlicy Advisor works as an agnostic marketplace and a free resource for hospitals, why US adoption still sits near 5 percent of pets insured while parts of Europe are far ahead, and how the company gets paid without letting money influence its recommendations. For owners weighing a policy, Dr. Walther keeps the advice practical: understand your own financial situation and what you need the policy to do before you buy.

Resources

• Pawlicy Advisor for veterinary professionals: pawlicy.com/vet

• Pawlicy Advisor for pet owners: pawlicy.com

• LinkedIn: Dr. Ricky Walther

What happens when practice owners decide to build their own groups instead of selling to corporate buyers?

In this episode of The Veterinary Ledger, Jharid Pratt and Meghan Bingham speak with Peter Tanella, Partner at Mandelbaum Barrett PC in Roseland, New Jersey, about the legal and financial structures behind independent practice ownership.

Peter explains the shift in the veterinary market: after years of heavy corporate buying, more owners are forming their own mini MSOs. An MSO, or management service organization, is a business entity that lets non-licensed professionals share in a practice's profits in states where the corporate practice of veterinary medicine is restricted to licensed veterinarians. Money flows into the practice entity, and the practice pays the MSO under agreements between the two.

The conversation covers the practical decisions owners face: pairing a business-minded partner with a veterinarian, choosing between one MSO entity and separate entities per location, working around the equity limits of an S corporation, and drafting partnership agreements that work as a roadmap for entering and exiting. Peter also shares timelines for lease negotiations and acquisitions, and why he starts and ends every presentation with "build your team."

Where to Find Peter Tanella

• Mandelbaum Barrett PC profile

• Just Vetting on Spotify

• Peter Tanella on LinkedIn

How can a privately owned veterinary practice create a distinct client experience while keeping its team engaged?

In this episode of The Veterinary Ledger, Meghan Bingham speaks with Dr. Kathleen Laux and Sharon Staccio, CVPM, of Rondout Valley Veterinary Associates. They discuss private ownership, individualized care, and the mix of traditional medicine, acupuncture, chiropractic care, and rehabilitation offered by the practice.

Dr. Laux and Sharon also share practical ideas for team engagement and operations. These include shared incentives, team-selected rewards, employee recognition, attendance bonuses, and a mock-check system for managing the inventory budget.

ABOUT THE GUESTS:

Dr. Kathleen Laux graduated from Cornell University's veterinary school in 2010. She began her career in equine medicine before moving into small animal practice. She joined Rondout Valley Veterinary Associates in 2014, worked there as an associate, and purchased the practice in May 2023.

Sharon Staccio, CVPM, has worked in veterinary management for 34 years. She joined Rondout Valley Veterinary Associates in 2019 and helps lead its management, staff engagement, and operational systems

How to find out more:

https://www.rvvets.com/

What does it take to turn a new veterinary practice from an idea into a functioning clinic with the right location, team, systems, and community support?

In this episode of The Veterinary Ledger, Meghan Bingham sits down with Dr. Larry Keller, co-owner of Queen City Veterinary Clinic in Cincinnati, Ohio. After spending 19 years at an established hospital, Larry changed direction and built a locally owned practice with his wife, Dr. Heather Keller.

The conversation explores the realities of opening a veterinary clinic, including choosing a location near an established client base, navigating zoning and construction delays, hiring before the opening date was certain, and responding to unexpected operational setbacks.

Larry also shares how Queen City Veterinary Clinic was intentionally built around three priorities: supporting the team, serving the community, and creating a sustainable practice for its owners. The discussion covers pre-opening team building, transparent communication, local partnerships, administrative time, break-even targets, and the importance of surrounding a startup with trusted professional advisors.

Questions Answered in This Episode

Q: Why should veterinary startups expect their opening timeline to change?

A: Zoning, architectural plans, construction, inspections, and occupancy approvals can each create delays. A realistic startup plan should include additional time and financial flexibility instead of assuming every stage will stay on its original schedule.

Q: How can a new practice begin building culture before opening?

A: Bring employees together before the first day, establish clear priorities, communicate openly, and involve the team in decisions such as hiring. Treating the practice as a shared workplace encourages employees to contribute ideas and take ownership of its success.

Q: How can a new veterinary clinic establish itself in the community?

A: Build relationships with neighboring businesses, participate in local events, offer useful education, and create visible connections to local clients and pets. Community involvement works best when it is part of the practice’s identity rather than a one-time marketing campaign.

Q: How can an owner balance medicine, management, and financial oversight?

A: Learn the essential workflows before delegating them, protect specific blocks for administrative work, and understand monthly expenses and daily break-even needs. These systems should be reviewed as appointment volume grows and the owner has less unscheduled time.

Q: Which advisors should be involved in a veterinary startup?

A: A startup commonly needs an accountant, attorney, lender, real estate professional, contractor, and other specialists. Each advisor should understand the veterinary industry, their role in the project, and the owner’s goals. Asking for expert advice only creates value when the owner is prepared to evaluate and act on it.

Resources:

The Granite Peak team-building resource referenced in the conversation is: Leveraging Real Estate to Improve Practice Profitability with Stefan Zelich

The discussion of the accountant, attorney, lender, real estate broker, architect, contractor, equipment provider, and IT partner begins around 39:14.

Where to Find Dr. Larry KellerWebsite: queencityvetclinic.com

Email: [email protected]

Social: @queencity.vets

What happens when two veterinary-focused accounting teams come together around the same mission?

On June 3, Granite Peak Veterinary Advisors completed its acquisition of Veterinary Accounting Specialists, the Fort Collins-based firm founded by Stephanie Packham. Jharid Pratt and Meghan Bingham discuss how the firms’ shared clients, mutual respect, and common mission made the partnership a natural fit. 

In this episode, they explore the combined team’s expanded veterinary-specific accounting and bookkeeping capabilities, including cash and accrual-basis accounting, budgeting, valuations, and VMG data links—and explain why accurate numbers, responsive relationships, and industry expertise remain essential as AI and automation improve efficiency. 

They also share takeaways from Patterson Veterinary’s Guiding Practice Success trade convention, including the enthusiasm of aspiring independent practice owners, the delays and rising costs affecting veterinary startups, and one veterinarian’s creative vision for a community-centered practice with a kitchen serving meals to team members and clients.

Common Questions Answered in This Episode

Q: Why does veterinary-specific accounting matter?

A: Industry expertise leads to more accurate reporting and better-informed business decisions.

Q: Why do reliable numbers and human relationships still matter as AI becomes more common?

A: Technology improves efficiency, but owners still need accurate data and trusted experts who can interpret it.

Q: What are future veterinary practice owners experiencing right now?

A: Interest remains strong, but leases, permitting, construction, and rising costs are extending startup timelines.

Connect with Veterinary Accounting Specialists

Connect with Granite Peak Veterinary Advisors

What happens when a veterinarian builds a practice around a very specific patient, a very specific service, and a very intentional client experience?

In this episode of The Veterinary Ledger, Meghan and Jharid sit down with Dr. Erin Abrahams, founder of Calico Veterinary Clinic in New York City, to talk about her path from Army veteran to feline-only dental practice owner. Erin shares how her early interest in dentistry, her experience in dental departments and feline-focused practices, and years of working with cats shaped the way she now runs a low-volume, highly personalized clinic.

The conversation explores what it looks like to build a practice without defaulting to the usual model. Erin talks about using remote client support, working with per diem technicians while navigating the tradeoffs of that model, creating longer appointment windows, and designing a calmer experience for cats and their owners. She also shares why her approach to feline dentistry has become more proactive over time, including her perspective on extractions, repeated procedures, anesthesia risk, and long-term comfort.

Medical note: This episode includes discussion of clinical preferences and specific sedation and dental approaches from the guest’s own practice experience. This conversation is for general educational context and should not be taken as veterinary medical guidance or a treatment recommendation.

Common Questions Answered in This Episode

Q: How can a niche help a veterinary practice stand out?

A: A clear niche can make a practice easier to understand, refer to, and build around. At Calico Vet, feline-only dentistry shapes the service model, clinic design, and client experience.

Q: When does per diem staffing make sense?

A: Per diem staffing can help control labor costs when demand is still inconsistent. At Calico Vet, it has been useful during early growth, while also bringing scheduling tradeoffs.

Q: How can longer appointments create a better experience?

A: Longer appointments can give clients more clarity and reduce rushed decision-making. Erin uses new-client telehealth calls so expectations, estimates, and the care plan are understood before the cat arrives.

Q: What does a cat-centered visit look like in practice?

A: A cat-centered visit reduces stress through the whole appointment flow, not just handling. At Calico Vet, that means low-volume scheduling, direct rooming, minimal restraint, and listening to what the cat is communicating.

Q: Why take a proactive approach to feline dental extractions?

A: A proactive approach may reduce repeated procedures, future anesthesia events, and ongoing discomfort. Erin explains how comfort, age, risk, cost, and long-term quality of life shape her dental philosophy.

About Dr. Erin Abrahams

Dr. Erin Abrahams is the founder and owner of Calico Veterinary Clinic, a feline-only dental practice in New York City. Her career has included service as an Army veterinarian, time at MSPCA Angell in Boston, and several years providing dental care in feline-focused practices. At Calico, she has built a practice centered on cats, dentistry, client communication, and a calmer veterinary experience.

Where to Find Erin

Website: calicovet.com

Email: [email protected]

Social: Calico Veterinary Clinic on LinkedIn and Facebook

In this special 50th episode of The Veterinary Ledger Podcast, Meghan Bingham and Jharid Pratt look back on the stories, people, and practical nuggets that have shaped the show so far. They reflect on what stands out from past conversations and shift into what veterinary practices need right now, from burnout and white space on the schedule to pricing, delegation, inventory, and growth.

The episode also explores startup momentum, expansion decisions, staff empowerment, and the operational changes practices may need to make in a tighter environment.

Episodes referenced in this conversation:

• Episode 48: Know Your Liabilities: EPLI and Cyber Insurance for Vet Practices with Bill Butler

• Episode 31: Strategizing Health Benefits for Veterinary Practices with Melissa Walker

Interested in joining the show or sharing your perspective with The Veterinary Ledger Podcast? Reach out via LinkedIn or https://granitepeakcpa.com/contact-us/

In this episode, Meghan Bingham sits down with Justin Navarro, Accounting Project Manager at Granite Peak Veterinary Advisors, to discuss the latest updates to the AAHA Chart of Accounts and why they matter for veterinary practices. Drawing from his experience as a veterinary assistant, licensed technician, and practice manager, Justin explains how the updated framework improves financial clarity, reporting accuracy, and decision-making. The conversation covers new categories for evolving services and technologies, common bookkeeping classification challenges, and why aligning your QuickBooks setup with the industry-standard chart of accounts can provide better visibility into practice performance and growth opportunities.

In this episode, Meghan Bingham sits down with veterinary insurance specialist Bill Butler of Butler Vet Insurance to discuss two of the most overlooked — and potentially costly — coverage gaps facing veterinary practices today: Employment Practices Liability Insurance (EPLI) and cyber insurance. Bill explains how employee-related claims and cybersecurity incidents can quickly lead to significant financial losses, even for well-run practices. The conversation breaks down what these policies actually cover, what real-world claims look like, recommended coverage limits, and why the cost is often far lower than practice owners expect. This episode offers practical insight for veterinary leaders looking to better protect their teams, operations, and long-term stability.