The Uncharted Veterinary Podcast

The Uncharted Veterinary Podcast

The Uncharted Veterinary Podcast is for veterinary professionals who want to ace the tough parts of practice that happen daily but don't get discussed. We'll cover topics like how to manage workplace conflict, take exceptional care of pets and people, convince pet owners to follow your advice, have difficult money conversations, survive toxic co-workers and much more. If you want to up your communication, efficiency, management, or marketing skills so you can get more success and enjoyment from your career, then this is the podcast for you!

Episodes

June 12, 2024 51 mins
The practice manager at this clinic struggles between business operations and team communication. Dr. Andy Roark and Stephanie Goss address a mailbag question from a medical director struggling with a practice manager who excels in metrics but falters in team interaction. Andy and Stephanie dive into the friction often seen between the business and medical sides of veterinary practices, especially in corporate settings. They emphas...
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An associate veterinarian who loves their job, is struggling with a practice owner's overbearing management style that pushes the boundaries of work-life balance. The team receives numerous emails and texts on their days off, and the feedback is often negative and micromanaging, creating a stressful work environment. Dr. Andy Roark and practice management super nerd, Stephanie Goss get real vulnerable sharing their own experiences ...
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Shawna Castillo, Director of Care Plans at Otto, joins us to tackle a critical question from a practice manager struggling with client credit limitations. Despite offering CareCredit, Scratchpay, and VetBilling, many clients still face challenges. The burning question: How do we design wellness plans in a way that is not going to make my team or my doctors lose their ever-loving minds? Practice Management super nerd, Stephanie Goss...
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A frustrated veterinary practice leader wonders why it seems like the details no longer matter to their team. This week on the Uncharted Veterinary Podcast, Practice Management expert Stephanie Goss and Dr. Andy Roark tackle their shortest mailbag question ever: does anyone care about the details? Together, they work through the headspace behind this question, discussing the complexities of veterinary medicine and how to foster hon...
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This practice owner aims to develop a plan for both a new, eager graduate and an established associate who is less enthusiastic about development. Dr. Addie Reinhard, CEO of MentorVet, joins Dr. Andy Roark on this week's podcast to tackle this unique challenge. Dr. Reinhard brings a wealth of expertise to the conversation, as the founder of MentorVet—an organization known for its evidence-based approaches to promoting well-being ...
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May 8, 2024 53 mins
An associate is struggling with their perception that the management team is not holding an otherwise exceptional team member accountable for excessive call-outs, resulting in gaps in coverage. This week on the Uncharted Podcast, Stephanie Goss and Dr. Andy Roark respond to an email signed from "A motivated associate who needs my support team to show up to work and the management team to hold them accountable." They discuss a team ...
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May 1, 2024 54 mins
Clients are feeling extremely frustrated by not being able to get seen with a sick pet quickly enough for their liking and unfortunately, the front desk is taking the brunt of the client frustration. This week on the Uncharted Podcast, Stephanie Goss and Dr. Andy Roark jump headfirst into another mailbag episode. They received an email from a practice who is absolutely drowning in clients. They have 5 doctors offering care weekdays...
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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 lead...
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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 practice! 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 ...
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Content Warning: Mentions of suicide may be triggering to some listeners. 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, for a team member to return to. Together, Stephanie Goss and Dr. Phil Richmond tackle many action steps and offer valuable...
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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 ...
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March 27, 2024 60 mins
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 abo...
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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...
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March 18, 2024 53 mins
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. ...
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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 suppo...
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March 6, 2024 59 mins
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 wi...
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February 28, 2024 41 mins
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 gi...
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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....
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February 14, 2024 50 mins
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 ha...
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This week on the podcast, Dr. Andy Roark and practice management wiz, Stephanie Goss, tackle the intricacies of performance improvement plans in the veterinary setting that aren't all negative. The traditional approach has been carrot and stick when it comes to performance management. We know that approach is damaging to good culture where there is an environment of self-driven improvement and goals. This time, the mailbag brings u...
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