VHMA Manager to Manager

Hosted by Veterinary Hospital Managers Association

Business

Website RSS feed

Episodes

Latest episode

Oct 2026

Language

About the show

For over 30 years, the Veterinary Hospital Managers Assn has worked to offer support and education for those who manage veterinary practices. The VHMA M2M podcast series is designed to tackle timely situations that are universal in practice. Listen for this month's advice from experts in the trenches.

Listen to episodes

60 recent

November 12, 2026Episode 9235 min

Resilient Teams in Short-Staffed Times

What does it really take to build a resilient veterinary team when staffing shortages leave everyone running on empty? Listen in this episode as I am joined by Alicia Edwards, CVPM, a 2025 VHMA Emerging Leader Award winner and veterinary practice manager in Northeast Ohio, to talk about what leadership looks like when the clinic is stretched thin and the usual motivational pep talks just aren't enough. Alicia reflects upon how a major staffing crisis early in her management career changed her perception of leadership. After significant turnover left her clinic struggling to keep up, she learned that her team didn't need someone promising that everything would be fine; they needed honesty, transparency, and a manager willing to acknowledge the challenges while actively working toward solutions. Alicia and I discuss how regular one-on-one check-ins, empowering employees to take ownership of new responsibilities, and identifying opportunities to improve efficiency helped her team discover strengths they hadn't previously had the chance to use. We also discuss cross-training, the importance of understanding the pressures facing different departments, and how to communicate staffing limitations to clients without undermining their confidence in your hospital, with Alicia explaining why focusing on what you can offer, rather than simply saying no, can help preserve client relationships and empower your front-desk team to find solutions. Of course, though, supporting a veterinary team goes beyond filling shifts and offering bonuses, and we explore what employees actually need during difficult seasons, why rebuilding trust and healthy routines takes time even after new hires arrive, and how managers can recognize burnout before it becomes the new normal. Alicia also shares incredibly important lessons about setting boundaries, protecting her own well-being, and balancing patient care with the practical realities of running a business. Whether you're dealing with staffing shortages right now or trying to build a more sustainable workplace before the next crisis hits, this conversation offers some truly practical ideas and a much-needed reminder that resilience isn't about asking everyone to give more indefinitely; it's about building a team that feels supported, empowered, and confident that difficult seasons won't last forever. That starts with leadership that knows when to step in, when to listen, and when to let others shine. Enjoy my conversation with Alicia Edwards! Show Notes: [2:42] - Hear how a staffing crisis taught Alicia that effective leadership requires honest communication, realistic solutions, and meaningful support. [5:03] - Transparency and empathy help teams endure staffing crises while managers work collaboratively to fill critical gaps. [6:55] - Hear how honest check-ins empowered employees to take initiative, develop leadership skills, and improve clinic efficiency during staffing shortages. [9:35] - Staff turnover can uncover untapped talents and ideas from employees who previously felt unable to contribute. [10:22] - Cross-training offers growth opportunities but requires balance to help ensure employees receive proper training without becoming overburdened. [13:27] - Understanding each department's unique pressures leads to empathy, collaboration, and balanced support without expecting employees to master every role. [15:32] - Alicia asserts that communicating available solutions positively helps manage client expectations, maintain trust, and protect confidence in patient care! [18:16] - Offering clients solutions instead of simply saying no preserves trust, reduces staff stress, and empowers employees to help. [20:06] - Hear how employees valued personalized support and flexibility over bonuses, while training incentives helped new hires receive better guidance. [23:44] - Hear how rebuilding trust after burnout requires patience, restored routines, full breaks, and encouragement to use accumulated paid time off. [25:46] - It's important for managers to encourage healthy breaks and recovery while ensuring that their own responsibilities don't fall behind. [27:04] - Alicia asserts that sustainable leadership means supporting employees without sacrificing managers' own well-being and effectiveness. [29:59] - Strategic scheduling, flexible staffing, and clear expectations help clinics accommodate patients without overwhelming their teams. [32:36] - Alicia reminds us that resilient teams need communication, support, empowered employees, and managers who practice self-compassion. Thank you for listening. Remember you are not in this alone. Visit our website for more resources. Links and Resources: VHMA Web Page VHMA Coronavirus Resources VHMA Facebook VHMA Twitter VHMA on Linkedin Sponsor: Computer Solutions

October 8, 2026Episode 9138 min

Graceful Goodbyes: The Art of Termination

Nobody really likes talking about termination. After all, as managers, we care about our teams, we build relationships with them, and sometimes we've known our employees for years, so how do we balance compassion and empathy with the accountability that comes with leading a healthy, successful practice? That's exactly what I unpack with Tori Monte , CVPM, of Orion Care Animal Center . Tori has been in veterinary medicine since 2015 and has been a practice manager since the opening of Orion Animal Care Center in 2019. She has experienced just about every challenge you can imagine, including having to make some incredibly difficult decisions about team members, and she has learned that while termination may be one of the hardest parts of management, it can also be one of the most important things we do for our teams and our hospital culture. Listen in as we talk openly about why managers sometimes hold on to problem employees longer than they should, from staffing shortages to the relationships we develop with our teams, and we discuss how to have those difficult conversations early and often, why starting with curiosity can change the way we approach conflict, and why thorough documentation matters when performance issues become a pattern. We also get into performance improvement plans - when they're actually useful, when they simply delay an inevitable termination, and how managers need to make sure they've done their own part by providing the training and support an employee needs to succeed. Then, of course, there's the part that nobody really prepares you for: the guilt, and Tori shares some practical advice for handling the emotions that come after letting someone go, supporting the rest of your team, and reminding yourself that caring about someone doesn't mean you can't hold them accountable. We're talking all about the art of termination and how to approach one of management's hardest responsibilities with grace, consistency, and a little more confidence, so if you have ever walked away from a termination wondering, "Did I make the right decision?" then this conversation is definitely for you, and you won't want to miss it! Show Notes: [0:35] - This episode is sponsored by Instinct Science . [2:12] - Tori points out that even though no one enjoys talking about termination, it is nonetheless incredibly important when it comes to the welfare of your practice. [2:58] - Hear how Tori learned practice management largely via experience, mentorship, and resources after unexpectedly stepping into leadership. [5:28] - Termination is difficult but necessary for maintaining a healthy team, and experienced managers can help newcomers prepare. [7:27] - Hear how VHMA, SHRM, fellow managers, and employment attorneys provide valuable resources for handling difficult termination situations. [10:40] - We talk about how terminated employees ultimately made that decision themselves via their repeated actions and behaviors. [13:49] - It can be a major struggle for managers when difficult employees underperform and create ongoing frustration for the rest of the team. [14:16] - Address performance issues privately and promptly, using curiosity, empathy, and documentation to help establish accountability! [17:12] - It's important for managers to hear all sides before making disciplinary or termination decisions. [20:09] - Tori and I talk about how performance improvement plans work best for actionable skills, not behaviors that are unlikely to change. [22:52] - You're not being mean by telling someone that they aren't the right fit for your practice. [24:27] - Practice managers need to provide adequate training, documentation, and follow-up before and after implementing a PIP. [26:53] - Effective training and PIP follow-up require practice managers to protect time for those responsibilities. [28:06] - Tori argues that, after terminating an employee, managers should communicate with affected colleagues and reinforce the decision's rationale. [31:20] - Managers should remain visible and supportive while ensuring employees aren't blindsided by termination. [33:38] - Tori encourages listeners that talking with trusted colleagues or therapists helps practice managers process the difficult emotions surrounding terminations. [35:09] - Terminations require grace, consistency, documentation, emotional boundaries, support, and self-compassion. Thank you for listening. Remember you are not in this alone. Visit our website for more resources. Links and Resources: VHMA Web Page VHMA Coronavirus Resources VHMA Facebook VHMA Twitter VHMA on Linkedin Victoria Monte on LinkedIn Orion Animal Care Center Web Page Orion Animal Care Center on LinkedIn Sponsor: Instinct Science

September 10, 2026Episode 9034 min

Imposter Syndrome: When You Don't Feel Ready, but You're Running the Clinic

Have you ever looked around your practice and thought, "Wait…they actually expect me to know what I'm doing?" If so, you're definitely not alone, and in this episode, I am joined by Laurie Auger , Practice Manager at Crazy Mountain Vet in Montana, to talk about something I think nearly every veterinary manager has experienced at some point: imposter syndrome. Laurie's path into management wasn't exactly a straight line. She worked a variety of jobs, including in a taxidermy shop, before taking a part-time position at a small veterinary clinic. From there, she gradually became the person who did "whatever the vet needed besides practicing medicine" and eventually stepped into practice management. We talk about how she found herself in leadership, even though managing a team was never something she originally planned to do. Listen as Laurie and I get very real about some of the challenges that came with that transition for her, including delegation, the desire to prove yourself, learning to trust your team, and figuring out what leadership looks like when there isn't a blueprint to follow. We also talk about the mistakes we've made along the way and how those mistakes can lead to better protocols, better training, and better patient and client care. We discuss the importance of being willing to say, "I don't know," asking for help, finding mentors, and surrounding yourself with people who will give you honest feedback, and Laurie shares how continuing education and connections with other managers have helped her grow, ultimately leading her to earn her CVPM in 2026. Most importantly, we talk about how our definition of a great manager can change over time. It's not about being the person with every answer but is rather about helping the people around you recognize their own strengths and become better because you're there, so, again, if you have ever questioned whether you're really ready for the responsibility you've been given, this conversation will remind you that you probably know more than you give yourself credit for! Show Notes: [0:35] - Today's sponsor is CareCredit ! [2:32] - Hear how Laurie 's career path unexpectedly led her into veterinary management and a natural leadership role. [4:46] - Veterinary leaders often arrive through different paths, brought together by their ability to embrace leadership. [6:04] - Laurie reflects on having struggled with delegation, proving herself, and establishing responsibilities as the practice grew and evolved. [9:33] - We talk about how effective delegation empowers teams to function independently while reducing manager burnout and reinforcing strong leadership. [12:37] - Laurie expresses enthusiastic gratitude for her strong support system. [15:49] - Early imposter syndrome taught Laurie to communicate her limitations openly and establish clear expectations. [17:27] - Vulnerability, mentorship, and learning from mistakes can all help leaders overcome imposter syndrome and build confidence. [19:46] - Mistakes can transform into opportunities to create protocols that prevent recurring problems and strengthen the entire clinic. [22:54] - Laurie and I discuss how strong leadership means embracing employees' ideas and investing time in thorough training to improve team performance. [25:37] - Effective leadership continuously evolves and focuses on helping employees recognize and develop their strengths. [28:09] - What advice would Laurie offer her younger, less experienced self? [31:21] - Laurie advises listening leaders to stay curious and eager to always learn more. Thank you for listening. Remember you are not in this alone. Visit our website for more resources. Links and Resources: VHMA Web Page VHMA Coronavirus Resources VHMA Facebook VHMA Twitter VHMA on Linkedin Crazy Mountain Vet - Laurie Auger Crazy Mountain Vet Web Page Sponsor: CareCredit

August 13, 2026Episode 8932 min

Why CVPM Matters: Building Leadership That Lasts

I am happy to welcome Brenda Tassava Medina, CVPM, CVJ, MVLCE to the show today! Brenda is the president of Encore Veterinary Consulting , and she comes on the show to help me explore how the CVPM credential creates opportunities for veterinary leaders in both corporate and private practice, and she shares her own journey to earning the designation, why it transformed her confidence as a leader, and how it continues to open doors throughout her career. We also talk about why pursuing a CVPM isn't just about adding letters after your name; it's about strengthening the knowledge and skills that help you lead with purpose! Our conversation centers on the unique advantages corporate practice managers have when they can spend less time buried in bookkeeping and more time analyzing financials, building action plans, and supporting hospital growth. Brenda and I discuss how understanding key performance indicators, working with financial experts, and presenting thoughtful business cases can help managers advocate for the resources that their teams need and how, whether you're requesting additional staff, new equipment, or operational changes, preparation and financial insight can make so much difference! We also spend some time discussing communication and why transparency is one of the most valuable leadership tools that a good manager can have. Brenda offers some practical advice on becoming the connection between corporate leadership and your hospital team by understanding the "why" behind decisions and communicating that purpose with confidence. The two of us also discuss how strong relationships with medical directors, proactive conversations with corporate leaders, and consistent professionalism help build trust throughout an organization. Brenda and I also reflect on the similarities between corporate and private practice, reminding listeners that while the environments might look different, great leadership principles remain the same. No matter where you work, earning your CVPM strengthens your ability to think strategically, advocate for your team, and grow as a leader, soif you have ever wondered whether the credential is worth the investment, then this episode is one that you definitely do not want to miss! Show Notes: [0:35] - Today's sponsor is CareCredit ! [2:25] - Earning a CVPM strengthens leadership skills and equips managers to drive improvements in practice. [5:23] - I argue that CVPM certification empowers veterinary managers with preparation, credibility, and professional growth opportunities. [7:24] - Brenda explains how corporate settings allow CVPMs to focus less on policies and more on team growth. [10:50] - We discuss how CVPMs help strengthen leadership partnerships by earning trust, credibility, and better decision-making skills. [13:25] - Hear how Understanding finances helps veterinary managers lead effectively. [16:37] - I point out how transparency and explaining the "why" behind changes helps build trust between teams and leadership. [19:21] - It's important for CVPMs to communicate professionally while supporting and engaging their teams. [22:54] - Brenda reveals how CVPMs strengthen proposals. [24:31] - CVPMs justify investments by demonstrating financial impacts, staffing benefits, and practice growth. [26:36] - Brenda believes that pursuing CVPM certification enhances leadership skills regardless of practice ownership structure. [28:25] - CVPMs have expanding opportunities, with the potential to even reach executive veterinary leadership roles! [30:04] - Brenda, in closing, states that CVPM certification provides professional growth and validation that managers consistently value. Thank you for listening. Remember you are not in this alone. Visit our website for more resources. Links and Resources: VHMA Web Page VHMA Coronavirus Resources VHMA Facebook VHMA Twitter VHMA on Linkedin Brenda Tassava Medina, CVPM, CVJ, MVLCE on LinkedIn Lakeview Animal Clinic Web Page Encore Vet Group Web Page Encore Vet Group on LinkedIn Sponsor: CareCredit

July 9, 2026Episode 8835 min

Managing with Positivity in a Challenging Veterinary Culture

Join me in welcoming Ericka Taipalus, CVPM CVT to the show for this episode! Ericka is one of the Veterinary Hospital Managers Association's 2026 Emerging Leaders and manages a team of two doctors and eight staff members at Lakeview Animal Clinic in Pewaukee, Wisconsin, and she joins me for this episode to discuss what it really takes to create a healthier workplace culture in veterinary medicine. She shares her journey from veterinary technician to practice manager and reflects on stepping into leadership during one of the most challenging periods our profession has faced- the COVID-19 pandemic. We also talk about the realities of burnout, staffing shortages, uncertainty, and the lingering effects of working in environments where people are focused on simply getting through the day. Ericka really highlights trust, consistency, and emotional intelligence. Rather than relying on top-down management, she explains how involving team members in decision-making, encouraging open communication, and creating psychological safety helped change her practice's work culture. We talk about the importance of helping employees understand the "why" behind changes and creating an environment where people feel comfortable voicing their concerns, ideas, and mistakes, and Ericka shares some practical insights into change management, including lessons learned from major transitions and how leaders can reduce fear and uncertainty by listening before acting. We explore why positivity is often misunderstood and why, from Ericka's perspective, it is less about maintaining a cheerful attitude and more about remaining steady, solution-focused, and consistent during especially challenging times. In addition, the two of us spend some time discussing a topic which Ericka is deeply passionate about: mentorship. Recognizing that many practice managers enter leadership roles without the support systems commonly available to veterinarians, she developed a mentorship program designed to provide guidance, confidence, and connection for emerging leaders. I hope that you enjoy this insightful conversation with Ericka Taipalus! Show Notes: [0:58] - Today's sponsor is CareCredit ! [2:30] Ericka reflects on having built a collaborative, psychologically safe culture after leading through COVID challenges. [4:44] - Managing during COVID meant constant uncertainty, making leadership transition especially difficult. [6:05] - Hear how, following new ownership, Ericka's team improved culture by involving staff in coming up with solutions. [9:55] - Emotional intelligence and self-awareness helped shape Ericka's collaborative, growth-focused approach to leadership. [12:39] - A collaborative leadership style leads to psychological safety and helps reduce burnout. [15:37] - I point out how strong trust and shared goals help teams embrace change and stay engaged. [16:36] - Ericka explains how team buy-in grew via trust, consistency, transparency, and employee involvement. [19:18] - Ericka argues that effective change management depends on trust, even when teams can't influence decisions. [21:34] - Ericka reflects on how consistent kindness and emotional intelligence created trust, improving collaboration and communication. [24:49] - Managing client concerns requires emotional regulation and avoiding making assumptions about their reactions. [27:07] - For Ericka, positivity means staying steady and believing that challenges are temporary. [29:28] - Hear about how, to support new leaders, Ericka created a mentorship program for practice managers. [33:13] - Mentorship and peer support can make future practice managers' journeys so much easier! [34:43] - Ericka reminds us that we are not alone on our leadership journeys. Thank you for listening. Remember you are not in this alone. Visit our website for more resources. Links and Resources: VHMA Web Page VHMA Coronavirus Resources VHMA Facebook VHMA Twitter VHMA on Linkedin Lakeview Animal Clinic Web Page Lakeview Animal Clinic on LinkedIn Sponsor: CareCredit

June 11, 2026Episode 8731 min

The Outsider Advantage: Building Trust in a New Team

Listen in this week as I chat with Joan McCue, CVPM - Veterinary Hospital Manager at VetCor in Aiken, South Carolina. Joan joins me to explore what it really feels like to step into leadership as an "outsider" and how that perspective can shape both trust and growth within a team. She reflects on her journey across three very different veterinary practices, from being completely new to the field to taking on major cultural and organizational shifts, and how each transition forced her to rebuild her confidence, credibility, and connection from the ground up. We talk openly about how isolating management can sometimes feel, especially when you're the only person in your role, and how that distance can be both uncomfortable but also necessary. Joan and I dig into the reality that mistakes are unavoidable in leadership and that building trust often depends on how those mistakes are handled rather than avoiding them altogether, and she highlights the importance of creating a culture where staff feel safe learning, asking questions, and owning errors without fear of negative consequences, while I reflect on how involving teams in decision-making can strengthen investment even when it slows the process down. We also talk about the tension between being "friendly" and maintaining professional boundaries and how small human moments and shared understanding can help bridge that gap. At the core of our discussion is the concept of change - how hard it is to introduce it, how quickly teams can resist it, and how important it is to balance fresh perspective with respect for existing culture. Joan highlights the advantage outsiders can bring via objectivity while also acknowledging the imposter syndrome and confidence struggles that often come with stepping into leadership roles, and we also explore when it may be time to leave a practice, recognizing that misalignment in values can't always be fixed. Joan leaves us with a reminder that leadership doesn't have to be a solo experience, even when the role itself feels solitary. Finding a support system or your "tribe" is so important for staying grounded, sharing challenges, and growing as a manager! Enjoy my conversation with Joan McCue! Show Notes: [0:35] - Today's sponsor is Black Diamond Radio ! [0:53] - Welcome to the show, Joan McCue, CVPM! [2:37] - Joan discusses how practice managers are inherently outsiders and have to balance friendliness with professional distance. [4:42] - Joan has stepped into every role as an outsider facing unfamiliar systems and cultures. [7:51] - We talk about how leadership transitions require outsiders to build trust, overcome skepticism, and guide change carefully. [10:30] - It's important to remember that outsiders bring objectivity, build trust through inclusion, and help teams co-create change. [13:44] - Joan argues that trust grows when leaders show their human side, own mistakes, and communicate openly. [16:14] - We build trust by normalizing mistakes and focusing on learning, not punishment, in team growth. [19:11] - Change timing depends on context, requiring careful judgment and avoiding rushed decisions. [21:50] - Hear how confidence helps leaders balance authority, imposter syndrome, and growing responsibility in management roles. [25:21] - Joan reflects on how job changes are often rooted in misalignment, burnout signals, and values that no longer fit the workplace. [27:23] - Joan and I talk about how veterinary management job changes are rare, challenging, and can feel isolating, making support networks especially important. [29:48] - I point out that strong peer networks are crucial for managers to fight isolation and share real-time support. Thank you for listening. Remember you are not in this alone. Visit our website for more resources. Links and Resources: VHMA Web Page VHMA Coronavirus Resources VHMA Facebook VHMA Twitter VHMA on Linkedin Joan McCue, CVPM on LinkedIn VetCor Web Page VetCor on LinkedIn Sponsor: Black Diamond Radio

May 14, 2026Episode 8637 min

From Chaos to Flow: Urgent Care in the GP Practice

Join me this episode as I sit down with Lynsey Mohr, CVPM and veterinary practice manager at Rehoboth Beach Animal Hospital , to explore how she helped transform a traditional GP clinic into a structured urgent care model! This is a topic that immediately caught my attention after meeting Lynsey at a conference and seeing firsthand how many hospitals, including my own, struggle with unpredictable emergency demand on top of already packed GP schedules. Lynsey walks us through the moment when the idea sparked during a roundtable discussion at an HMA conference, where conversations with ER and urgent care managers revealed that her practice was actually already treating urgent cases without a system designed to support it! Throughout our conversation, Lynsey explains how she and her team identified a major gap in their community, where the nearest emergency and urgent care options were an hour or more away, forcing their clinic to take on cases that couldn't wait. I am personally stricken by how intentionally she approached the rollout in phases - testing demand, expanding hours, and building trust with both her team and neighboring clinics before fully launching. Listen in as she shares how urgent care quickly revealed strong demand, how scheduling conflicts helped make her aware of the need for a more structured triage system, and how introducing a virtual waiting room changed how they controlled the flow of patients. Lynsey puts so much emphasis on team buy-in, communication, and reducing burnout by rotating doctors between GP and urgent care days instead of placing extra chaos on top of existing schedules. She also shares the impact of the model, including increased efficiency, improved patient outcomes, and financial growth. We also candidly discuss the emotional side of change in veterinary medicine including the hesitation, the exhaustion, and the eventual shift toward a system that feels more sustainable for both teams and patients. By the end of our conversation, I am really left thinking about how many practices are already doing urgent care work without realizing it and how rethinking structure (rather than effort) can completely change the experience for teams, clients, and patients alike! I hope that you enjoy my discussion with Lynsey Mohr, CVPM! Show Notes: [0:34] - Today's sponsor is Instinct Science ! [2:31] - How did the idea of urgent care come to Lynsey? [4:53] - Lynsey reflects on having identified urgent care needs driven by local emergency gaps. [6:45] - Lynsey's team launched urgent care in phases after realizing GP overload and client frustration. [9:05] - After strong demand, Lynsey expanded urgent care and assigned rotating doctor days in order to reduce GP chaos. [12:51] - Hear how Lynsey's team adopted the model and she launched full community outreach that gained unexpected media attention. [15:42] - Restructuring urgent care can reduce stress and help staff better manage emotional workload. [18:38] - Lynsey explains how manual same-day booking created rush-hour chaos. [20:15] - Hear about how Lynsey realized that scheduling needed triage-based intake, leading me to explore virtual waiting room systems. [22:20] - Hear how Lynsey implemented a virtual waiting room with triage, drastically improving efficiency. [25:17] - Urgent care can improve staff control and client flow! [26:28] - Lynsey credits team collaboration, trust, and rotation schedules for successfully maintaining the urgent care system. [29:28] - Hear about how establishing urgent care increased revenue, enabled equipment upgrades, and helped support pay raises. [32:36] - Even just partial implementation of these ideas can improve any veterinary practice! [33:13] - Lynsey encourages managers to embrace change by identifying service gaps and responding appropriately to community demand. [35:57] - We wrap up the episode reflecting on urgent care growth, professional collaboration, and ongoing veterinary innovation! Thank you for listening. Remember you are not in this alone. Visit our website for more resources. Links and Resources: VHMA Web Page VHMA Coronavirus Resources VHMA Facebook VHMA Twitter VHMA on Linkedin Rehoboth Beach Animal Hospital Web Page Instinct Science Web Page

April 9, 2026Episode 8536 min

Keeping Private Practice Relevant in the Corporate Landscape

For this episode of the podcast, I am joined by Varuna Trivedi , Director of Operations at BEAM VetCare . Varuna has worked across dentistry and veterinary practice management in multiple countries, and she discusses what it really means for private practices to stay competitive in a world in which corporate healthcare systems are constantly expanding! We spend some time discussing how convenience has become the baseline expectation for modern clients. Online booking, text-to-pay, and quick communication aren't just "nice extras" anymore; they are simply part of how people expect care to work, and I share what I have been seeing in my own practice as we start to use tools such as AI-assisted documentation and after-hours automation. Varuna explains how technology can remove administrative overload so that doctors and technicians can focus more on client connection and patient care! We also talk about the power of human relationships in veterinary medicine. After all, clients definitely still value the doctor or technician who knows their family's story, remembers their milestones, and provides consistent care over time. Corporate clinics often deliver efficiency and standardized workflows, but we agree that private practices can truly stand out, and we touch upon some practical ideas as well such as forward booking, treatment coordinators, flexible scheduling for staff, and benefits like wellness stipends that are reflective of different life stages. Varuna also shares her experience using in-house diagnostics technology, including the imagist microscope from Zoetis , to make routine testing faster and more affordable for clients! At the core of this episode of the show, though, is ultimately one simple idea: private practices don't need to outspend corporate systems! Instead, they can stand out by blending modern efficiency with empathy, staff empowerment, and authentic client connection! Show Notes: [0:34] - Today's sponsor is Otto ! [1:59] - Varuna discusses how some similarities between dentistry and veterinary medicine also require learning some nuanced differences between the two. [3:50] - Varuna argues that staying relevant means using technology and human connection such as Zoetis tools. [6:45] - Hear how AI scribing reduces burnout, improves workflow, and helps clinics maintain personal client conversations! [9:39] - Varuna asserts that private practices should blend online convenience with real relationships better than corporate veterinary systems! [11:55] - Technology such as text payments improves efficiency, but long-term staff and client relationships still ultimately preserve compassion! [13:29] - Varuna argues that private clinics thrive by promoting autonomy, mentorship, and relationship-focused care instead of competition. [15:39] - It's important to celebrate long-tenured staff publicly and internally to help promote loyalty, consistency, and client trust. [18:09] - Varuna believes that flexible scheduling and mentorship can help reduce burnout, support growth, and also help retain clinicians! [21:41] - Varuna advises creating passion-based career roles to retain staff more effectively than just merely raising salaries. [22:59] - Hear how scheduling dedicated time for staff roles can help improve workflow, reduce burnout, and strengthen job identity. [25:23] - Hear how automating administrative tasks with AI tools improves efficiency, staff focus, and workplace satisfaction. [28:15] - Ultimately, flexible, personalized benefits better match employees' life stages and interests than uniform packages. [29:47] - Varuna believes that veterinary care should highlight empathy while also improving treatment communication, follow-up, and client education. [33:00] - Empowering staff to follow up on estimates improves client service, practice revenue, and engagement! Thank you for listening. Remember you are not in this alone. Visit our website for more resources. Links and Resources: VHMA Web Page VHMA Coronavirus Resources VHMA Facebook VHMA Twitter VHMA on Linkedin Varuna Trivedi on LinkedIn BEAM VetCare Web Page BEAM VetCare on LinkedIn Otto Web Page Zoetis Web Page

March 12, 2026Episode 8433 min

Practice Progress: Navigating Change in Vet Med

I am really excited to have Karen Hart, CVPM, CCFP , on the podcast. Karen is the Director of Hospital Operations at the Burlington Emergency and Veterinary Specialists (BEVS) and is an MIT-trained engineer turned veterinary practice manager. Leading people through change has taught me something truly humbling: enthusiasm alone doesn't bring others along, and Karen discusses what it actually takes to make change work in the real world of veterinary medicine! Listen as Karen walks us through her journey and how she spent her career stepping into practices specifically to lead transformation. She has implemented technician triage programs, restructured workflows, and has even driven full cultural resets, and what I especially love about her perspective is that she doesn't treat change as chaos but rather as a system - one that can be designed, tested, adjusted, and strengthened. Karen and I also get honest about the parts that no one likes to talk about - software changes that take far longer than expected and inspections landing at the worst possible time, protocols that suddenly don't fit your new workflows, and burnout that starts before the change even begins. I reflect on how I underestimated the emotional weight of one of our biggest transitions and how that stress spilled over to my team in ways that I didn't even intend. Karen even reminds us that people don't hate change itself; instead, they hate the discomfort that comes with it, and together, we unpack why timing, pre-planning, and communication matter more than any tool or platform. We discuss blind spots, decision fatigue, and the reality that as leaders, even when a change isn't your fault, it's still your responsibility to guide people through it. We explore what true buy-in looks like: starting with the "why," inviting real input, building timelines that respect human limits, and mixing quick wins with slower, harder shifts. From handling change-averse team members to reframing setbacks as resilience, this conversation is about leading with clarity, empathy, and accountability! I hope that you enjoy my conversation with Karen Hart! Show Notes: [1:56] - Hear how, driven by engineering and systems thinking, Karen Hart leads large-scale change across practices. [4:16] - I point out how better technician utilization and triage can reduce doctor stress while changing how practices function. [5:34] - Karen believes that change is uncomfortable but worthwhile, and software transitions require at least a full year. [8:37] - Underestimating preparation time increases stress, yet leaders must still guide teams through inevitable pain points. [11:03] - Karen argues that real buy-in begins with shared purpose, deep listening, and collaborative decision-making. [14:39] - Thoughtful timing and quick wins help teams adapt without burning out! [17:32] - Karen talks about how her love of change is a blind spot, so she has to balance realism, positivity, and personal bandwidth. [20:34] - Karen argues that change has to be anchored in purpose, with firmness and compassion when some can't adapt. [23:05] - Patient-centered purpose and honest feedback help sustain teams when change becomes hard. [25:53] - Hear how self-awareness, humility, and course correction change failed attempts into resilience. [28:45] - Empathetic feedback systems protect teams while also acknowledging limits beyond our control. [31:36] - Karen explains how tracking metrics while managing timing and narrative strengthens culture via change. Thank you for listening. Remember you are not in this alone. Visit our website for more resources. Links and Resources: VHMA Web Page VHMA Coronavirus Resources VHMA Facebook VHMA Twitter VHMA on Linkedin Episode Sponsor: Epiq Animal Health Karen Hart, CVPM, CCFP on LinkedIn Burlington Emergency and Veterinary Specialists (BEVS) Web Page Burlington Emergency and Veterinary Specialists (BEVS) on LinkedIn

February 12, 2026Episode 8343 min

Playful Without the Pitfalls: How to Have Fun on Social Media

In this episode of the show, I am happy to bring on Bethany Bankovich, CVPM, CVT, MHRM, CCFP , Hospital Administrator at Neffsville Veterinary Clinic . We tall about how to be playful and engaging on social media without undermining your practice's credibility. Bethany truly has a wealth of insight from managing practices, leading teams, and experimenting with strategies that actually work in the day-to-day reality of veterinary medicine! We focus on building an authentic online presence that reflects your clinic's personality, values, and culture, with Bethany sharing why it's so important to define your voice before chasing trends and how authenticity creates trust with both current and prospective clients. We also discuss how to balance showing your team and doctors as approachable and relatable while maintaining professionalism and credibility. Hear why humor and fun content are powerful tools but only when they're intentional and educational rather than forced. We also cover practical strategies for capturing real moments, celebrating milestones, and creating educational content that resonates with clients, with Bethany explaining how consistent posting that is tailored to the platforms your clients actually use builds engagement and encourages word-of-mouth marketing. We talk about rotating content between educational posts, behind-the-scenes glimpses, and celebrations to keep things fresh, and Bethany shares tips for planning ahead, scheduling posts, and taking advantage of simple, affordable tools such as Canva, Adobe Express, and PictoChart to make social media management manageable for busy teams! Listen in to come away with a clear understanding of how to use social media as an extension of your practice: a place to build trust, showcase your culture, highlight your patients, and connect with clients in truly meaningful, authentic ways! Show Notes: [3:05] - Define your online identity and values before posting or else trends will feel forced and fake. [5:53] - Bethany points out how social media should reflect your clinic's identity, not chase trends that risk credibility. [8:23] - Clients need doctors to be relatable yet maintain professionalism and medical expertise simultaneously. [9:20] - Bethany advocates for prioritizing clarity and trustworthiness on social media; humor should support, not replace, authenticity. [12:15] - Real, intentional content builds up trust, while generic posts risk alienating potential clients. [14:34] - Bethany argues that thoughtful trends and playful content using real staff and patients strengthen authenticity and connection. [17:13] - Bethany argues for the importance of consistency. [19:13] - Learn how deeply clients research you online to understand and improve engagement effectively. [23:56] - Bethany advises focusing on a few familiar platforms and posting consistently rather than spreading thin. [25:25] - It's important to allow staff who enjoy platforms to manage content and highlight education, celebrations, and behind-the-scenes moments. [28:49] - Bethany believes that educational content can be fun and engaging by showing pets naturally enjoying treatments. [31:18] - Celebrating milestones, pets, and staff humanizes the practice and strengthens client trust. [33:49] - Bethany explains how national days and everyday moments can help inspire content, which can be prepared well in advance. [35:42] - Affordable tools such as Canva and Adobe Express make content creation faster and more consistent. [38:18] - I share how scheduling posts in advance and staying consistent prevents last-minute stress and maintains engagement. [40:08] - In closing, Bethany asserts that your online presence should reflect culture, balancing fun, professionalism, and authentic engagement. Thank you for listening. Remember you are not in this alone. Visit our website for more resources. Links and Resources: VHMA Web Page VHMA Coronavirus Resources VHMA Facebook VHMA Twitter VHMA on Linkedin Bethany Bankovich on LinkedIn Neffsville Veterinary Clinic Web Page Neffsville Veterinary Clinic on LinkedIn HazComReady Web Page