The Uncharted Veterinary Podcast

This week on the podcast, Dr. Andy Roark and veterinary practice manager Stephanie Goss weigh in on a great question from the mailbag. A practice manager asked “Our clinic has always paid good for our area, but we have never offered much in terms of benefits. I am losing great staff members because they can get retirement plans, more vacation time, better discounts, etc. at other practices in the...

This week on the podcast, Dr. Andy Roark and veterinary practice manager Stephanie Goss wade into the wage discussion that is rapidly gaining traction in veterinary medicine. Minimum wage is quickly rising in places all over the country. Andy and Stephanie got a note from a friend who said: “I live in California, where the minimum wage is soon to be $15/hour. I saw a sign at our local McDonald’s o...

This week on the podcast, Dr. Andy Roark and veterinary practice manager Stephanie Goss give their takes on a topic that deserves more attention - team member’s personal pets and the care we give them. The questions specifically asked were: How do we schedule team member’s pets for care - do we smush them in where we have time when they need it or do we take spots in the paying client schedule? Do...

On this week’s episode of the podcast, Dr. Andy Roark and Practice Manager Stephanie Goss are joined by Dr. Jennifer Quammen, the Chief Veterinary Officer from TeleVet (www.televet.com) and they are talking about a few of the things that we are actually excited to keep in our lives after curbside transitions into its next phase. A few of the things that we discuss are: -there is no point in going...

This week on the podcast, Dr. Andy Roark and veterinary practice manager Stephanie Goss tackle a great question from a friend and fellow practice manager. The discussion tackles what do we do when people on the team ask to leave before their shift ends? In this particular instance, it was a team member who has children and was asking to leave early to take their kids to sports practice on a regula...

This week on the podcast, Dr. Andy Roark and Stephanie Goss are into discussion about what to do when client behavior makes the team feel uncomfortable but hasn’t moved into “firing” territory. When a client gets flirty, uses pet names or other language that make the team feel uncomfortable, how do we make sure the team feels safe? A few of the things that we discuss are: When it comes to headspac...

On this week’s episode of the podcast, Dr. Andy Roark and Practice Manager Stephanie Goss tackle a topic from the mailbag. We received an email from Dr. Great Medicine Desired. When listening to a recent podcast episode about clients coming back in the building, there was a bit where you guys talked about the language being used when discussing services - making clients turn down good care, rather...

On this week’s episode of the podcast, Dr. Andy Roark and Practice Manager Stephanie Goss tackle a topic that is being heard on repeat in the clinic these days - what do we do when clients ask the team “Are you vaccinated?” If you don’t want your team to have that deer in the headlights look, listen in to the discussion Andy and Stephanie have about not only what to say and how to say it but some...

This week on the podcast, Andy and Stephanie dive into a repeat mailbag question - what do we do when someone is in their first 90 days and their “review” is coming due and it is looking not so great. We have received a handful of emails from people asking about how to handle giving feedback that things aren’t going as well as the hospital expects and how to handle moving forward beyond 90 days wh...

This week on the podcast, Andy and Stephanie dive into something that they have been hearing about from EVERYONE… an increasing number of late/no-show clients. There has been a lot of chatter in the Uncharted community about how to balance the team’s frustrations along with the impact that a late/no-show client has on the schedule with the business needs of keeping the schedule full and moving alo...

This week on the Uncharted Podcast, Andy and Stephanie chat with Shawn Wilkie from Talkatoo.com. Talkatoo is a desktop dictation solution that augments your current workflow by using speech-to-text capability with specialized vocabularies. We talk to Shawn about how Talkatoo is different from some of the dictation software we have seen in the past. We also talk about how useful it can be for every...

This week on the Uncharted Veterinary Podcast, Andy and Stephanie tackle another one from the mailbag! We had an email from a veterinarian who co-owns a practice with their partner (who is also a veterinarian). The dream of owning a practice belongs to only one of them and this vet is wondering how to continue pursuing their dream without making their spouse suffer. Because their partner is burnt...

This week on the Uncharted Veterinary Podcast, Andy and Stephanie tackle two topics from the mailbag! We had an email from someone who is wondering about the differences between being a leader and being a manager. They shared with us: “I, myself, do not want to “manage” my fellow employees… I am lucky to work with a proactive group of people with high accountability. My mission as a leader is to i...

This week on the Uncharted Veterinary Podcast, Dr. Andy Roark and practice management Goddess Stephanie Goss talk about what managers, doctors and practice leaders can and can’t say to employees who smell like marijuana. As more and more states legalize medical and recreational majiuana use, employers are in a new and challenging position. How do we approach an employee who might be impaired? How...

This week on the Uncharted Veterinary Podcast, Andy and Stephanie tackle a topic that is at the forefront for so many of our clinics and hospitals right now - What do we do when a client asks the question “I am vaccinated [for COVID] now, so why can’t I come inside with my pet?” We have been hearing from inside the Uncharted Veterinary Community as well as on all the veterinary forums that everyon...

This week on the Uncharted Veterinary Podcast, what do you do when an employee gives notice that they are leaving and then changes their behavior? We have a situation where an employee who gave notice has asked for special treatment, changes to the schedule and extra compensation. When do you compromise? When do you negotiate? When do you just end the relationship? Let’s get into it! Links: Unchar...

This week, Dr. Andy Roark and practice management Goddess Stephanie Goss discuss the looming question of how to get your staff and doctors on board with being vaccinated against COVID-19. In a world where employers can legally require vaccination, is it as simple as just telling your staff vaccines are required? Let’s get into this episode…. Links: Personal Branding w/Dr. Andy Roark: https://uncha...

This week on the Uncharted Veterinary Podcast, Dr. Andy Roark and Practice Management Goddess Stephanie Goss go to the mailbag! It's time to hire and we should be excited to add to our talented team. In all honesty, we are dragging our feet, our team culture seems strong until we bring in a new hire. The bulk of our team has been working together for 5 or more years. We have our hiccups as any tea...

This week, on the Uncharted Veterinary Podcast, Dr. Andy Roark and Practice Management Goddess Stephanie Goss tackle the question “What do you do when everyone on your team just stops following through and doing what they are supposed to do? Is it time to micro-manage these people?” Let’s get into this episode! Links: Upcoming events: https://unchartedvet.com/upcoming-events/ Personal Branding w/D...

This week, on the Uncharted Veterinary Podcast, Dr. Andy Roark and Practice Management Goddess Stephanie Goss go to the mail bag to answer the question: “What do you do when your DVM (practice owner) is the one who is judging clients? As the manager, I want to set the expectation that negative client talk is not okay. But what do I do when the practice owner is the one who does it? And in front of...

This week on the Uncharted Veterinary Podcast, Dr. Andy Roark and Practice Management Goddess Stephanie Goss go to the mailbag: “We are short staffed and getting shorter by the minute. Where do you find good people? We need to hire at least 1 person in every role. Our morale is at an all time low and people are burnt out. We need to save the ship before it goes down.” AND “Alrighty!! I’m in a pick...

This week, Dr. Andy Roark and Practice Management Goddess Stephanie Goss dive into the mailbag: “There seems to be a gathering "clique" problem on our team. To be honest, I've seen it forming/happening but to be really really honest, I haven't acted soon enough or swiftly because it involves me. There are three assistants, the newest associate vet, and myself who have more and more solidified one...

This week on the Uncharted Veterinary Podcast, Dr. Andy Roark and Practice Management Goddess Stephanie Goss talk about a trend that seems to be on the rise today: Managers and practice leaders taking requests from the staff REALLY personally. It’s easy to see how this happens, but gang… it’s not helpful or healthy. How do we avoid this headache (and heartache)?? Let’s get into this episode! Links...

This week on the Uncharted Veterinary Podcast, Dr. Andy Roark and practice management goddess Stephanie Goss take a question about how a CSR can bridge the gap between “the front” and “the back” in the name of better patient care, better customer service AND a happier workplace. LET’S GET INTO THIS EPISODE! Links: Upcoming events: https://unchartedvet.com/upcoming-events/ Register for Practice Man...

When an overworked, underpaid technician writes in to ask how to ask for a raise, Dr. Roark and Stephanie Goss lay down their absolute best advice. If you've ever thought about asking for a raise this episode is for you! Links: Register for Practice Managers Summit: https://unchartedvet.com/uncharted-practice-manager-summit/ Instant Buy In Course: https://unchartedvet.com/lean-board/ Upcoming even...