This week on the podcast, Dr. Roark and Stephanie discuss a question that a colleague recently asked to get advice from their fellow leaders. Moving Up Manager asked for advice in making the transition from managing a small mom-and-pop GP practice that has long term clientele and lower prices to managing a brand new high-end, boutique ER/Specialty practice. They were looking for advice on how to handle the different types of client service issues that may be unique to each type of practice as well as general advice for making that kind of transition. When Andy and Stephanie started discussing the question, they quickly agreed that there are probably a lot more similarities than differences. Let’s get into this...


Links:

Upcoming events: https://unchartedvet.com/upcoming-events/

The October Uncharted Veterinary Culture Conference is ALMOST HERE!! Come join us and work intentionally on your practice instead of in it: https://unchartedvet.com/uvc-culture/

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

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

UVP 146 Moving On Up (From Small GP to Big Hybrid Practice)

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!

Business

Investing

Careers

Management & Marketing

Business News

Shopping

Clients are feeling extremely frustrated by not being able to get seen with a sick pet quickly enough for their liking and unfortunately, the front desk is taking the brunt of the client frustration. This week on the Uncharted Podcast, Stephanie Goss and Dr. Andy Roark jump headfirst into another mailbag episode. They received an email from a practice who is absolutely drowning in clients. They have 5 doctors offering care weekdays AND weekends and they still can't keep up.  This practice is pleading for suggestions on not letting the constant backlash wear them down at the desk or on the phones. The team feels like this can be an amazing field to work in, but are feeling like its hard not to dread coming in when the bad calls start to outweigh the good. Let's get into this episode...

LINKS


285 - We Can't Get Clients In

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



UVP 146 Moving On Up (From Small GP to Big Hybrid Practice)

Download our free app to listen on your phone