This week on the Uncharted Podcast, Dr. Andy Roark and practice manager Stephanie Goss dive into a conversation about some worries that a practice manager friend had about their CSR giving out TOO much information to clients. This CSR hasn't had any medical training however they have been in their position with the hospital for a few years and they feel really confident talking with clients. While nothing bad has happened yet, this manager is wondering how they address it before unqualified medical advice might get shared, no matter how good the client service intentions are. Let's get into this...

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UVP - 226 - My CSR Is Giving Out TOO Much Medical Info

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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This practice owner aims to develop a plan for both a new, eager graduate and an established associate who is less enthusiastic about development. Dr. Addie Reinhard, CEO of MentorVet, joins Dr. Andy Roark on this week's podcast to tackle this unique challenge. 

Dr. Reinhard brings a wealth of expertise to the conversation, as the founder of MentorVet—an organization known for its evidence-based approaches to promoting well-being within veterinary medicine. Her extensive research, including her role in the Merck Animal Health Veterinary Wellbeing Study, focuses on developing interventions to support mental health and well-being in the veterinary field. All of this making her the perfect person to help us with this week's mailbag. 

Together, Dr. Addie Reinhard and Dr. Andy Roark discuss the importance of tailored development plans, employee ownership, and provide actionable steps for any practice leader looking to enhance their mentorship programs. Let's get into this..



287 - Doctor Development - New Grad And Established Associate

An associate is struggling with their perception that the management team is not holding an otherwise exceptional team member accountable for excessive call-outs, resulting in gaps in coverage. This week on the Uncharted Podcast, Stephanie Goss and Dr. Andy Roark respond to an email signed from "A motivated associate who needs my support team to show up to work and the management team to hold them accountable." They discuss a team member who is excellent at their job but has chronic migraines causing constant absences. Andy and Stephanie aim to move from frustration to a positive mindset to tackle this mailbag question, head on. Let's get into this episode...

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286 - We Need A Call - Out Policy

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...

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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...



UVP - 226 - My CSR Is Giving Out TOO Much Medical Info

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