UVP 138 GP vs ER - When Did We All Become Enemies?
UVP 138 GP vs ER - When Did We All Become Enemies? by Uncharted Veterinary Community
Aug 18, 2021•1 hr 2 min
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!
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Episodes
UVP 137: Sick of the Sick Days
This week on the podcast, Dr. Roark and Stephanie tackle a topic from the mailbag. A practice manager wrote in and posed some great questions about sick days. They have a team member who is repeatedly calling out for very valid personal reasons. But this is nothing new for this person and the team is getting sick of it. (Not to mention the manager is sick of the headache that comes with finding coverage at the last minute.) Sick of the Sick Days asks Andy and Stephanie - How do you approach the ...
Aug 11, 2021•1 hr 1 min
UVP 136 R-E-S-P-E-C-T… Part Time Need It Too!
This week on the podcast, Dr. Roark and Stephanie tackle a topic from the mailbag. A part time associate DVM has reached out to us and asked how they can go about gaining respect from the team when they aren’t there all the time. This particular associate is struggling with someone on the team who is a bit of a Queen Bee, however, Andy and Stephanie want to weigh in on the bigger picture questions about how do we build relationships, trust and connection with the team. But if you need some Queen...
Aug 04, 2021•53 min
UVP 135 Team Building Is Fun… Do You Mean I Have to Pay Them Too?
This week on the podcast, Dr. Roark and Stephanie tackle a topic from the mailbag. A fellow practice manager reached out to Stephanie asking about an upcoming team retreat they are planning. The team is going to get together offsite and they are closing the clinic down to work on team building and have a little fun. But some of the team has stated they don’t want to come if they aren’t going to get paid. Dr. Roark and Stephanie weigh in on how to get yourself in the right headspace to tackle thi...
Jul 28, 2021•1 hr 1 min
UVP 134: SHOW ME THE MONEY!!!!
This week on the podcast, Dr. Roark and Stephanie are going to get up close and personal… about money. There has been a tidal wave of conversation online in recent weeks about veterinary medicine having turned away from the idea of a living wage for so long. After all, we are in for the animals and not the money, right? Time to change that image and thought process. Let’s start the discussion, shall we? Links: Upcoming events: https://unchartedvet.com/upcoming-events/ We have SO much good stuff ...
Jul 21, 2021•1 hr 15 min
UVP 133 Are Benefits Really Needed - Can’t I Just Pay Them?
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 area. What do you recommend I do (as a practice manager who can’t really put anything into place wit...
Jul 14, 2021•51 min
UVP 132 Minimum Wage is Rising - How Do I Compete?
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 on my way to work that said they were hiring at $15/hour with a $500 signing bonus… How do I possibly...
Jul 07, 2021•1 hr 6 min
UVP 131 When and How Do We Take Care of The Team’s Pets???
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 we treat wellness/preventative care visits differently than we do when it's urgent/emergent? Should...
Jun 30, 2021•57 min
UVP 130 There is No Going Back… What Is Our “New” Normal?
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 'backwards to normal' -how do we continue 'moving forward' by incorporating all the lessons learned ...
Jun 17, 2021•46 min
UVP 129 The Parents on the Team Want to Leave Early!
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 regular basis. But their shift normally goes 2-3 hours past when they want to leave. This manager was aski...
Jun 16, 2021•56 min
UVP 128 When Clients Make You Uncomfortable
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 headspace, we need to remember that the client is not always right. We also need to remember that it is our ...
Jun 09, 2021•1 hr
UVP 127: Getting the Team to Raise Their Standards of Care
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 than offering it as an option and hoping they pick that choice. The practice that Dr. Good Medicine...
Jun 02, 2021•1 hr 4 min
UVP 126 Invasion of Privacy - When Clients Ask Your Vaccine Status
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 cautionary thoughts for making sure you are protecting the privacy of your team. Discussion Points P...
May 26, 2021•41 min
UVP 125: Bad Review Coming
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 when you just aren’t loving someone’s performance. Some of the things that Stephanie and Andy discuss:...
May 19, 2021•50 min
UVP 124 What is With the No-Shows?
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 along. Some of the things that Stephanie and Andy discuss: Our clients are the reason for our work, not...
May 12, 2021•1 hr 2 min
UVP 123 Interview with Shawn Wilkie of Talkatoo
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 member of the team in terms of making workflow more efficient and effective, which is something all...
May 06, 2021•35 min
UVP 122: My Partner is Burning Out… And I Feel Guilty
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 out and not happy. Things to consider: We can’t feel guilty for not knowing the future. All we can d...
Apr 28, 2021•1 hr 2 min
UVP 121 Speed Round: Manage or Lead and Negative Reviews
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 inspire and empower. To move everyone in the direction we need to go.” Can you be a leader without be...
Apr 21, 2021•53 min
UVP 120: My Technician Smells Like Weed
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 do we respect people’s autonomy to do what is legal in their free time while still making everyone t...
Apr 14, 2021•46 min
UVP 119: Clients Are Getting Vaccinated...Why Can't They Come In?
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 everyone is starting to hear this question on repeat. If your team has not heard it yet, consider yourself ...
Apr 07, 2021•57 min
UVP 118: When Techs Give Notice… and Then Turn Bad
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: Uncharted Virtual Marketing & Strategy Conference: April 22-25th https://unchartedvet.com/uvvc2021/ Up...
Mar 31, 2021•43 min
UVP 117: Getting the Veterinary Team Vaccinated Against COVID (Or Not)
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://unchartedvet.com/personal-branding/ Uncharted April Conference (VIRTUAL): https://unchartedvet.com/uvvc20...
Mar 24, 2021•57 min
UVP 116: Dragging Our Feet To Hire New People
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 team does, but feel that overall we have a good culture, lots of laughter, and comradery. We have discu...
Mar 17, 2021•50 min
UVP 115 The Staff Forgets Their Jobs
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/Dr. Andy Roark: https://unchartedvet.com/personal-branding/ April Uncharted Veterinary Conference: ht...
Mar 10, 2021•53 min
UVP 114 When the Boss is Judging Clients
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 the team? How can I possibly hold them accountable when the PO doesn't follow the rules?” - Non-jud...
Mar 03, 2021•51 min
UVP 113 Where Do You Find New Hires?!
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 pickle! I canNOT seem to get Veterinary Technician applicants. I have posted on Indeed, Facebook and Lin...
Feb 24, 2021•54 min
UVP 112 There’s a Clique in My Practice… And I’m In It!
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 another as fast friends and at times will socialize outside of the clinic. I generally did not see o...
Feb 17, 2021•54 min
UVP 111 And I Took that Personally
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: Upcoming events: https://unchartedvet.com/upcoming-events/ Register for Practice Managers Summit 2...
Feb 10, 2021•55 min
UVP 110: Front Desk as “Other”
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 Managers Summit: https://unchartedvet.com/uncharted-practice-manager-summit/ Instant Team Buy-In Course...
Feb 03, 2021•38 min
UVP 109: Asking For A Raise
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 events: https://unchartedvet.com/upcoming-events/ Editor: Dustin Bays dustin.bays@baysbrass.com @Bays4Ba...
Jan 27, 2021•1 hr 7 min
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