In this episode, Dr. Andy Roark and Stephanie Goss talk about why the veterinary front staff and the back staff go to war, what’s good about these conflicts (YES! There are good parts!), what’s bad about them, and how to address it so you can keep the good and lose the bad.
Andy talks about why front vs back is often not the real problem but instead a symptom of other issues, how these behaviors become chronic, and the practice diagnostics to run to figure out what’s really going on. Stephanie explains the importance of candid conversations among the leadership team, 1-on-1s with key people on the floor, and (possibly) team meetings. Andy and Stephanie discuss how and why these meetings often go terribly wrong, what you can do to avoid having that happen.
Dr. Katie Berlin joins the podcast to share a true story of front desk vs associate vet, and how she and her team fixed the problem and moved one step closer towards practice bliss.
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Dr. Katie Berlin is a small animal vet, word nerd, marathon runner, group exercise instructor, and shiny object chaser from York, PA. She graduated from Williams College with a degree in Art History and worked in art museums before going back to school and earning her DVM from Cornell in 2009. She is an avid supporter of Fear Free and low stress practice methods and the battle against burnout and compassion fatigue in the veterinary profession.