This week on the podcast, Dr. Andy Roark and Stephanie Goss are tackling a challenge from a practice manager who has quite the challenge and an incredible opportunity on their hands. This manager previously had a practice owner who didn’t deal with any of the interpersonal conflicts, gossip or lack of communication skills on the team. Now they have moved on out of the picture and this manager is being supported by leadership to address the issues. They have been approaching the gossip and lack of direct communication in a fantastic coaching way. And it doesn’t seem to be getting much traction. They are wondering what to do next to stop having the same conversations over and over and get the team communicating with each other directly. Let’s get into this… 

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April Uncharted Veterinary Conference: https://unchartedvet.com/uvvc2021/

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UVP 164 It’s Finally Time to Fix The Gossip 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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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/



282 - Returning To Work Post Mental Health Suicide Leave

This week on the Uncharted Podcast, Stephanie Goss and Dr. Andy Roark dive into another intriguing submission from the mail bag. This time, they tackle a question from a practice owner who's embarking on the journey of opening a new clinic and is pondering what type of client experience to deliver. The practice owner is eager to establish a distinctive client experience for their new venture but is uncertain about the direction to take. Stephanie and Andy emphasize the importance of aligning the client experience with the practice's vision and values. They get a little spicy in debunking the notion of a one-size-fits-all approach, emphasizing that the client experience should be tailored to reflect the unique identity and goals of the practice. Stephanie and Andy provide actionable steps to help the practice owner extract their vision and values and translate them into tangible practices for their new startup team. From defining core values to training the team, they offer practical guidance to empower the practice owner in shaping a client experience that resonates authentically with their practice ethos. Let's get into this episode...

LINKS



281 - Be Efficient, High Quality and Low-Stress?

This week on the Uncharted Podcast, Dr. Andy Roark and veterinary practice management whiz, Stephanie Goss dive into a heartfelt letter from a listener grappling with burnout in the veterinary world. Despite swimming in a sea of perks—great pay, abundant time off, and a tight-knit support system—the listener finds themselves treading water, feeling stuck in the profession's turbulent waves. They're struggling to keep their head above water amidst rising client demands and a sinking sense of passion. Andy and Stephanie embark on a buoyant journey through the listener's challenges, sprinkling in their trademark ride to Camp Tough Love. Together, they explore different mindsets and paddle through practical strategies to reignite the listener's love for veterinary medicine. Let's get into this...



UVP 164 It’s Finally Time to Fix The Gossip Culture

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