Veterinary medicine doesn’t run without the people on the floor, and that means our credentialed technicians and nurses. They’re the ones holding patients, monitoring anesthesia, comforting clients, and making sure the day actually works. In this episode, we sit down with Ken Yagi, who’s been in the field for more than 25 years. Ken is now the Chief Veterinary Nurse Officer at the Veterinary Emergency Group and also directs the RECOVER Initiative. 

Ken started out working long hours as a tech in California and slowly carving a path forward. He’s seen firsthand how the role has evolved. We discuss changes in credentialing, the ongoing debate over titles, and why recognition matters if we want technicians to stay in this profession. Ken makes the case that veterinary nurses are more than just support staff. They’re essential partners in patient care.

We also get into the realities that don’t always get enough attention. Pay often lags behind the value techs bring. The job can be physically punishing, and the emotional toll is real. Practices that want to keep great people need to think beyond wages and benefits to career pathways, scheduling that respects personal time, and ways to ease the physical strain of the work. Ken’s perspective is both practical and forward-looking. This conversation is a reminder that listening to your staff, supporting their growth, and treating them as true partners isn’t optional if we want a stronger future for veterinary care.

Show Notes: 

[01:00] Ken shares his background and how he first became interested in veterinary medicine.

[02:35] He talks about dropping out of veterinary school and finding fulfillment working directly with animals.

[03:19] Ken realizes the importance of credentialing and pursues becoming a veterinary technician.

[03:47] He achieves his VTS in emergency and critical care, followed by internal medicine, and later earns his master’s degree.

[04:05] Ken moves into leadership roles, eventually managing an ICU team.

[04:37] A speaking opportunity at IVECCS sparks his career in education and advocacy.

[05:23] Ken explains how speaking engagements helped him see the bigger picture of the profession.

[05:50] He reflects on how veterinary nursing has evolved over the last 10–15 years.

[06:44] Ken describes the shift from task-based support staff to a recognized medical profession.

[08:43] State credentialing and licensing requirements expand recognition of veterinary technicians.

[09:25] Pay remains a challenge, with many techs still struggling for financial stability.

[10:15] The conversation shifts to the variety of titles—registered, certified, licensed technician, and the push for the term “nurse.”

[12:56] Ken advocates for the Veterinary Nurse Initiative and the importance of title protection.

[13:58] He outlines three key elements of true nursing care: critical thinking, patient well-being, and family support.

[15:43] Organizations like AAVSB and AVMA are working to standardize credentials and practice acts across states.

[16:52] Ken explains the complexities of alternative credentialing routes and why standardization matters.

[17:43] Title protection and scope-of-practice laws remain inconsistent across the U.S.

[18:37] He reviews progress since 2017 in efforts to adopt the veterinary nurse title and the resistance from human nursing groups.

[19:58] Grassroots support is growing, with younger professionals increasingly preferring the title veterinary nurse.

[21:03] Compassion fatigue and emotional strain remain major challenges for veterinary staff.

[21:43] Ken describes his organization’s nursing vision, which emphasizes physical, mental, and financial health.

[22:38] Practices are now taking staff breaks more seriously, with improved scheduling and support.

[23:52] Hospitals are also offering benefits, snacks, and counseling services to support well-being.

[24:24] Physical strain is another overlooked factor as technicians’ bodies often break down over time.

[25:20] Ken raises the question of how to keep techs on the clinical floor without burning out.

[26:10] Work-life balance and fair pay are essential to retaining credentialed professionals.

[27:20] New roles focusing on case management and advanced practice nursing are being developed.

[27:51] Advanced practice veterinary nursing allows techs to work at the edge of the legal scope, partnering closely with doctors.

[28:43] Sonography is another emerging career pathway for veterinary nurses.

[29:13] Ken stresses the need to make the physical work itself easier through better support.

[29:36] He encourages leaders to listen to their staff and involve them in solving practice challenges.

[30:23] The episode closes with a reminder to see and hear your team as valued partners in veterinary care.

Links and Resources:

Veterinary Emergency Group

Ken Yagi - LinkedIn

RECOVER Initiative

Let's take a look at current data and trends in our veterinary practices. We’re excited to have Sheri Gilmartin here today. She combines three decades of industry experience with a passion for data-driven insights. This conversation cuts through the noise and speaks directly to the challenges veterinary professionals are facing right now. 

Sheri started out as a veterinary technician and eventually became the VP of Sales for Enterprise Solutions at Vetsource. Her deep understanding of the profession and love for meaningful innovation gives her a unique lens on the current state of veterinary care. We dive into what the numbers are really telling us. 

Realities include fewer patient visits and shifting client behavior. There's also subtle changes like an uptick in feline care. We break down what these trends mean for everyday practice. We’ll discuss how online pharmacies are changing the game and where clinics are losing revenue. We talk about the importance of forward booking and client communication. The goal is to help practices stay competitive without losing their personal touch.

This is a real-world look at the veterinary business and where data meets intuition, because the right decisions today could make all the difference tomorrow. Sheri’s insights are a thoughtful nudge toward growth, adaptation, and client loyalty. Whether you’re running the numbers or managing the front desk, this episode is a reminder that staying relevant requires both grit and a willingness to evolve.

Show Notes: 

[01:20] Sheri always knew she wanted to be a part of animal health. 

[03:08] Sheri talks about how she began working in a veterinary practice during high school to where she is today at Vetsource, 30 years later. 

[04:01] Vetsource provides an online pharmacy and e-commerce for the veterinary industry. They've added additional tools to help veterinary clients be successful.

[05:01] They've also leveraged analytics and communication tools to help practices leverage their software systems.

[06:08] Today, we're going to dive into the data and help practices stay relevant.

[07:03] They have been focusing on data normalization since 2013. They now have a four-tier revenue category system that they can put revenue codes into.

[07:51] They also started leveraging AI to auto normalize data.

[08:45] They also have to deal with multiple practice management software systems.

[09:44] There are people advocating for consistent codes.

[11:06] Revenue per patient is also an important metric.

[12:03] There has been a consistent decline in visits year-over-year since 2022.

[12:42] Revenue is holding steady in spite of the decline in visits. A lot of this is driven by price increases.

[13:48] Feline visits are up 1.1%. 

[15:13] Wellness visits seem to be down. Sick visits are flat or up. Surgery visits also decline.

[16:38] There's also a decline in product only visits.

[17:23] Pet owners are using things like online pharmacies more often. Inflation and lack of disposable income is also an issue.

[18:35] Most people are paying with credit cards.

[19:06] Pet owners have to balance surgeries like dental work and spay and neuters with when they can do it. There is a decline in dentistry.

[21:27] The cost of care is critical. It can also be challenging for pet owners. 

[23:41] Data for the sake of data doesn't help an action plan is necessary.

[24:03] Every practice should have a clear goal. Maintaining clients and client loyalty should be the goal.

[26:58] Online pharmacies did increase at the start of COVID. There has been a steady increase of customers purchasing Veterinary supplies online.

[31:31] How veterinary practices can be involved when clients choose to go to online retailers.

[32:42] Practices have the advantage with pet owners, they just need to think more competitively and have competitive pricing.

[35:07] Being proactive about working with pet owners instead of them going to some other practice.

[36:12] Client satisfaction could be part of the equation.

[37:08] The veterinary industry is resilient, and there are a lot of positive changes happening.

Links and Resources:

Sheri Gilmartin - Vetsource

Sheri Gilmartin - LinkedIn

Veterinary Industry Tracker

Trendspotting with a Client-First Mindset

What happens when childhood curiosity meets relentless compassion and a gift for leadership? You get someone like Dr. Adam Christman, a veterinarian who turned his love for animals into a dynamic career that's helping shape the future of veterinary medicine.

Dr. Christman is the Chief Veterinary Officer at DVM360, where he oversees everything from national Fetch conferences to innovative content strategies that keep the profession informed and inspired. Before stepping into the spotlight as an educator and content leader, he walked the walk, starting as a young dog walker with index cards and a dream, eventually returning to his hometown as the local vet.

His energy, entrepreneurial spirit, and deep respect for the veterinary community shine through every initiative he touches, especially his efforts to bring empathy and emotional intelligence to the forefront of patient care.

Today, he shares insights on the power of adaptability, the promise of AI and telemedicine, and why he believes client communication is the beating heart of the industry. He opens up about the trends shaping veterinary practice today, from mental health innovations in hospital design to the evolving role of virtual visits. I love his passion for elevating the profession and supporting the people in it while always continuing to learn.

Show Notes: 

[00:53] Today, we're looking at the current veterinary trends while being client obsessed with Dr Adam Christman the chief Veterinary Officer for DVM360.

[02:07] Growing up he was obsessed with this dog. He loved this dog, but he was also curious about everything to do with the dog. He also started a dog walking business.

[03:17] He was intrigued by their behavior. He was meant to be a vet.

[05:06] Some of the challenges of first coming out of veterinarian school.

[06:14] He shadowed everyone in the office and learned so much about the culture in the workflow.

[07:02] Leading with empathy and communicating with pet owners how you would like to be communicated with.

[08:22] He's now been at DVM360 for 6 years, and he's been overseeing content strategy for five Fetch conferences located throughout the country. They also have publications, webinars, and the ability to innovate.

[10:41] Some of the newest trends within the veterinary industry include integrating technology and AI.

[11:30] Shaving time off the record keeping would be a big win. There is also a bigger focus on the mental health of the practitioners.

[12:04] Teams need to be supported emotionally in order to deliver better patient care.

[13:14] Digital intake forms and more personalized care along with tele triage are also more prevalent.

[14:03] Efficiencies from technology should help improve the amount of face time with clients.

[15:35] Showing empathy and checking in is also huge to create VIPs.

[21:13] Technology is adding more value and making things like customer service top notch.

[23:41] We learn about fears of social media. We need to stop making fun of pet owners, because they're watching us and won't come in. We need to be more elevated and support each other more.

[27:29] Pet owners also have resources to learn about things.

[28:24] There are five Fetch conference locations.

Links and Resources:

Dr. Adam Christman

Dr. Adam Christman - Instagram

DVM360

DVM360 Inside The Clinic

What does it really take to get into veterinary school and stay there? In this episode of the Vet Business podcast, we go behind the scenes of veterinary education with Dr. Lisa Greenhill, Chief Institutional Research Officer at the American Association of Veterinary Medical Colleges. From the moment a student considers applying to the day they walk across the graduation stage, Dr. Greenhill walks us through the full academic journey and the broader systems shaping it.

With more than two decades of experience in health professions education, Dr. Greenhill offers a unique look at the challenges and changes facing veterinary schools today. She discusses everything from application trends and experiential learning to retention rates, rural recruitment, and financial aid programs. Her insights underscore just how complex and competitive the process can be, as well as the growing emphasis on communication skills, diversity, and well-being within the field.

This conversation highlights not just how veterinary students are selected and trained, but why it matters. As practices evolve and client expectations rise, veterinary schools are under increasing pressure to graduate professionals who are not only clinically competent but also emotionally intelligent and socially aware. If you're a veterinary manager, educator, or future student, this episode provides valuable context for the road ahead.

Show Notes: 

[01:33] Dr. Greenhill is the Chief Institutional Research Officer for the American Association of Veterinary Medical Colleges.

[01:58] She's been involved with veterinary medicine for over 25 years. She joined AAVMC in the 1990s. She recently rejoined to launch diversity initiatives.

[03:12] AAVMC represents academic veterinary medicine. They advocate for the interest of the schools.

[04:56] Their members are the institutions. They work with the deans and the faculty.

[06:10] There are 35 accredited veterinary schools in the US. They end up with about 5,000 graduates a year.

[07:43] There are just under 11,000 applicants a year.

[08:59] We talk about prerequisites and obstacles to getting into veterinary school.

[09:58] They also require applicants to have experiential hours.

[13:17] What some of the schools are looking for in applicants. 

[18:04] Shortages in certain areas and difficulty in recruiting rural students and getting them to stay in those areas. 

[20:53] Rural communities are struggling and don't have enough veterinarians. There are even loan repayment programs to help recruit in these areas.

[23:40] The digital divide still exists.

[24:56] Data on debt accumulation and student loans. 

[30:17] The experiential hours help the students know what they're getting into when they go into veterinary medicine. 

[34:04] We talk about stresses and demands and student well-being.

[39:43] What the future holds for vet schools. There may be a cut in spending and financing options. It's also helpful to think about the communities that future vets will be serving.

Links and Resources:

Dr. Lisa Greenhill - American Association of Veterinary Medical Colleges

Lisa Greenhill - LinkedIn

Pet insurance is no longer a niche product. It’s becoming a part of the conversation around pet health and financial planning. As more people view their pets as true family members, the need to protect them from unexpected medical expenses is gaining momentum. In this episode we dive into what’s really happening in the pet insurance space and why it’s growing so fast especially post pandemic.

Our guest today is Robert Capobianco, a seasoned expert in the pet insurance industry and board member of the North American Pet Health Insurance Association. Robert brings a ton of experience and knowledge to the table and shares the challenges the industry faces, how data and technology are shaping the future and why collaboration with veterinary practices is more important than ever. He also debunks common myths pet owners have about insurance and how the industry is working to improve the claims process and customer experience.

We also talk about promising legislation like the PAW Act which could make veterinary care more affordable by allowing pet expenses to be paid through HSA or FSA accounts. It’s a big conversation full of great info for veterinary professionals, pet owners and anyone interested in the future of animal care. If you’ve ever wondered where pet insurance is headed or how it could fit into your practice or personal life this is the place to start.

Show Notes: 

[00:48] We dive into the latest updates and trends of pet insurance with Robert Capobianco.

[03:05] We learn about Hank, Robert's cat. 

[03:52] NAPHIA started about 15 years ago. It's intended to represent the pet insurance industry and members with the goal to advance and grow pet insurance.

[04:54] They focus on what's important for pet owners, pet providers, and the pets themselves.

[05:12] The annual report for the pet insurance industry should be out in a couple weeks. They should be at about a 4% penetration rate. Since 2020, the pet insurance industry has been growing about 20% you're over year.

[06:59] The trajectory of the pet insurance industry is positive.

[08:33] Pet insurance in Britain has been around for a long time and is often combined with pet liability insurance which can be required.

[09:52] Contributing factors that support the growth of the pet insurance industry in the US.

[12:27] Once they get to the double digit penetration rate the message will be much more ubiquitous.

[14:53] Pet insurance is in the property and casualty space.

[17:08] The biggest challenge is getting people to think of pet insurance as a long-term investment.

[18:41] Unpacking how pet insurance works today.

[21:34] There is hope that AI solutions will make coding and communication and payments much easier.

[23:18] Medical records need to be seamless in order to communicate better.

[27:14] An update on the PAW Act. This would allow veterinary services and insurance premiums to be paid out of HSA and FSA accounts.

[32:23] How rate adjustments work and how it's tied to veterinary inflation.

[34:54] NAPHIA is very interested in collaborating with other members of the pet health community.

Links and Resources:

Independence Pet Group

Robert Capobianco - LinkedIn

Robert Capobianco - NAPHIA

H.R.9508 - PAW Act of 2024

Not often do you get to sit down with someone who has seen and done it all in veterinary medicine. In this episode I’m thrilled to welcome Dr. Peter Weinstein, veterinarian, author, educator and long time leader in the profession. From his early days as a teenage kennel worker to running a successful practice and now teaching business and finance at Western University of Health Sciences, Dr. Weinstein has a wealth of knowledge on what it really takes to succeed in veterinary medicine.

Over the years Dr. Weinstein has worn just about every hat in the industry. He’s been president of both the Southern California and California Veterinary Medical Associations, co-author of the book The E-Myth Veterinarian and was involved in strategic planning for the Veterinary Hospital Managers Association. Today his focus is on helping the next generation of veterinarians understand the business side of the profession—an area that was often overlooked in the past.

In this conversation Dr. Weinstein shares stories from his early days in practice, his love of teaching and why he believes every veterinary professional should think of themselves as a small business. He also talks about the growing interest in practice ownership among young vets, the importance of mentorship and what he’s seeing in the profession today as we settle into a post pandemic world. Whether you’re a practice manager, student or seasoned vet this episode is full of valuable insights from someone who has helped shape the profession for decades.

Show Notes: 

[01:10] I've known Dr. Weinstein for well over 15 years.

[02:40] We learn how Dr. Weinstein was inspired by the book All Creatures Great and Small.

[03:20] He decided he wanted to be a veterinarian in his early teens. He volunteered at a kennel at 15 and worked his way up. Then he went to veterinary school. 

[05:10] He's been a member of VHMA since a year or two out of veterinary school. 

[06:14] Dr. Weinstein is also teaching at the Veterinary College of Western University of Health Sciences.

[09:21] How focus has finally shifted to the importance of business curriculum for veterinary students. Each school has a Veterinary Managed Association (VBMA) that helps students better understand business. 

[10:03] Veterinary medicine is a service industry that provides healthcare.

[11:30] There's plenty of opportunity to enhance the education of veterinary students and encourage them to own their own business.

[12:45] Every individual is a small business, because we have to operate ourselves with a budget and a game plan.

[14:17] Dr. Weinstein talks about the advantages of owning something and building a legacy.

[16:29] Encouraging the baby boomer generation of hospital owners to look to their associates as an exit strategy.

[17:39] We learn what Dr. Weinstein spoke about at Fetch dvm360.

[18:26] One of the most interesting questions was how to institute change in leadership that is resistant to change.

[21:07] We talk about the mental and physical exhaustion post pandemic.

[23:25] We learn about Dr. Weinstein's mentors. 

[26:40] We learn about Dr. Weinstein's family and how they talk about animals and life!

Links and Resources:

Dr. Peter Weinstein - LinkedIn

The E-Myth Veterinarian

Simple Solutions for Vets

Western University College of Veterinary Medicine

Dr. Peter Weinstein - Instagram

All Creatures Great and Small

Thanks for tuning in to VetBusiness, presented by the Veterinary Hospital Managers Association and sister show to its VHMA podcast, where expertise and innovation shape the future of veterinary management!

Your host Brian Conrad, in our first episode, discusses how the veterinary industry has truly been through a whirlwind in recent years, including rising costs, economic uncertainty, and staffing challenges, all of which have put practice owners in a tough spot. How do you keep your doors open, pay your team fairly, and still make pet care affordable for clients? Joining him to help him explore this is Terry O’Neil, a CPA and valuation expert who has spent years analyzing veterinary practices.

Terry shares his perspective on what’s really happening in the industry right now. Are practices panicking? No, but they are definitely being cautious, with prices having climbed significantly in the past few years. While those increases were necessary, they also raise a critical question: how much is too much? Terry proposes a smarter way to approach pricing, one that avoids knee-jerk reactions and instead leans on data, efficiency, and even A.I.

We also talk about one of the biggest challenges facing practices today: staffing. If you have ever struggled to keep your team engaged (or just keep them, period), Terry has some great advice on why old-school management approaches aren't working anymore.

We hope that you will enjoy this episode, as it is packed with amazing insights into pricing strategy, efficiency, and leadership in veterinary medicine, and welcome to VetBusiness!

[2:47] - Terry points out how many vet practice owners are concerned about the economy and clients' ability to afford services. [4:22] - Rising staff wages have led to increased service costs. [7:50] - Terry argues that vet hospitals should review declined recommendations to get a better sense of pricing flexibility. [10:27] - Vet practice values are ultimately affected by market shifts, with acquisitions starting to pick up again. [12:00] - Terry explains how pay rates vary by location, causing businesses to have to balance competitive wages with their prices. [15:31] - Clinics must find ways to attract clients despite rising costs by strategically adjusting fees. [16:06] - Vet practices need to analyze client retention, offer first-visit incentives, and also put monthly payment plans into place. [18:56] - Terry argues that monthly payment plans help clients budget for pet care and should include a premium fee. [20:53] - Vet staff should also be allowed to work schedules that support their mental health and job satisfaction. [23:05] - Leadership requires flexibility, the ability to adjust strategies, and keeping an eye on key performance metrics to drive business success. [24:12] - Terry states that veterinary hospitals need to focus on client visits, pricing strategies, labor efficiency, etc.

Thank you for listening. Remember you are not in this alone. Visit our website for more resources.

• VHMA Web Page

• VHMA Coronavirus Resources

• VHMA Facebook

• VHMA Twitter

• VHMA on Linkedin

• Terry O’Neil on LinkedIn

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