Medical Director Not Managing The Naughty Doctor
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…
Why Are They All Leaving? What Am I Doing Wrong?
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. 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…
Returning to Work Post Mental Health/Suicide Leave
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. 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… Content Warning: Mentions of suicide may be triggering…
Maximize Efficiency, Be High Quality and Low-Stress?
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…
Work Is Good, Still Burned Out
This week on the Uncharted Podcast, Dr. Andy Roark and veterinary practice management whiz, Stephanie Goss dive into a heartfelt letter from a listener grappling with burnout in the veterinary world. Despite swimming in a sea of perks—great pay, abundant time off, and a tight-knit support system—the listener finds themselves treading water, feeling stuck in the profession's turbulent waves. They're struggling to keep their head above water amidst rising client demands and a sinking sense of passion. Andy and Stephanie…
Our Manager is Gossiping About the Team
In this week's episode of The Uncharted Podcast, Dr. Andy Roark and Stephanie Goss dive into a letter from the mailbag. It's from a kennel technician grappling with a toxic workplace culture. This dedicated individual is working tirelessly in the kennels for experience requirements for vet school. However, the atmosphere within the kennels is far from supportive, with the kennel manager engaging in gossiping and making side remarks. Despite reaching out to the practice manager for assistance, the situation remains…
Personal Touch in a Digital World
In this episode of the Uncharted Podcast, Dr. Andy Roark jumps into a crucial mailbag but this time with special guest Dr. Sarah Wolff. Together they tackle a pressing question from a practice manager struggling with maintaining the personal touch in client interactions after transitioning to digital communications. Sarah Wolff, a seasoned veteran of the veterinary field, embarked on her journey inspired by James Herriot's tales. Over her 22-year career, she's navigated every role imaginable in a veterinary team, from…
Top 3 Things Practices MUST Be Doing to Keep Clients Coming In The Doors
This week on the Uncharted Podcast, practice management super nerd, Stephanie Goss invited special guest Bill Schroeder to come discuss something all of our practices should be getting ready for – the big slow down. We know that some clinics still have clients coming out their ears while others are experiencing a very rapid slowing of appointment volume. So many of us have been focusing on hiring and retaining team members to support our case loads that we've put things…
Managing With a Married Couple
Dr. Andy Roark and practice management super geek, Stephanie Goss are back with another letter from our mailbag. This time a manager writes in who is struggling with communication in her practice. This manager's newish to practice ownership DVM struggles to communicate with the team as a whole. The manager is fielding complaints from the team about the holes in communication. And to make it more challenging, the practice owner's wife is also heavily involved in the practice, despite her…
Rec Letters That Work
On this week's episode of the Uncharted Podcast, Dr. Andy Roark and practice management super nerd, Stephanie Goss take on a new kind of mailbag. This time, our listener struggles with writing a recommendation letter but not for the reason you might think. This person cannot stop gushing over their rockstar vet tech and is wondering what even makes for a good recommendation letter in the first place. Together, Andy and Stephanie give their tips for effective recommendation letters and…
How Do I Give Them Time Off AND Keep Everyone Happy?
This week on the podcast, veterinary practice management super nerd Stephanie Goss gets to dive into another mailbag but this time, with RVT and Manager, Tami Lind. This mailbag comes from an ER Practice Manager who loves how close the team is but is struggling to accommodate giving them time off together. Stephanie and Tami navigate the very difficult world of time off requests and what to do when you simply can't please everyone. Let's get into this… Uncharted Veterinary…
When The Vet Won't GO FASTER
This week on the Uncharted Podcast, Dr. Andy Roark is joined by veterinary practice management expert, Dr. Amanda Donnelly and together they tackle another question from the mailbag. In this episode, they take on the challenge of a veterinarian who, despite being exceptional with clients and production, struggles with efficiency in exam rooms, causing a backlog of duties. This backlog bleeds into other doctor's plates, having to have them finish his work yet the practice owner is hesitant to discipline…