The Uncharted Veterinary Podcast Uncharted Veterinary Community

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 member who is excellent at their job but has chronic migraines causing constant absences. Andy and Stephanie aim to move from frustration to a positive mindset to tackle this mailbag question, head on. Let's get into this episode...

LINKS
📚 Dive into the world of veterinary leadership with Dr. Amanda Donnelly's insightful book, "Leading & Managing Veterinary Teams." This definitive guide explores the essential principles of effective leadership in veterinary medicine. Discover practical strategies and valuable insights to elevate your team management skills. 🔗 Get your copy on Amazon: https://www.amazon.com/Leading-Managing-Veterinary-Teams-Definitive/dp/0578308967

🌟 Elevate your team's leadership capabilities! The Leadership Essentials Certificate, found here: https://unchartedvet.com/certificates/, provides 8 hours of targeted CE designed to empower veterinary leaders like you. This course equips your leadership team with the skills needed to run a high-functioning, united team. As part of the Uncharted membership, now is the perfect time to enhance your leadership prowess and propel your practice forward. If you're not a member, now's the time to join the community and get this Leadership Essentials Certificate included! Visit https://unchartedvet.com/uvc-membership/ to register and make a significant impact in your professional realm.

Upcoming events: unchartedvet.com/upcoming-events/

All Links: linktr.ee/UnchartedVet

Do you have something that you would love Andy and Stephanie to discuss on the podcast? If so, send us a message through the mailbag! Submit it here: unchartedvet.com/mailbag

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 AND weekends and they still can't keep up. This practice is pleading for suggestions on not letting the constant backlash wear them down at the desk or on the phones. The team feels like this can be an amazing field to work in, but are feeling like its hard not to dread coming in when the bad calls start to outweigh the good. Let's get into this episode...

LINKS
🌟 Ready to transform your practice's approach to conflict management? Join the Uncharted team for a dynamic conflict management training program during the Hive Event in Minneapolis on June 15th & 16th! This one-day intensive workshop, led by industry experts including Andy Roark, Stephanie Goss and Maria Pirita, will equip you with the skills and tools to handle and train your team in resolving conflicts effectively. This isn't your typical lecture-based training; expect engaging, round-table discussions where you'll dive deep into real-life scenarios, developing practical strategies that can be immediately applied in your practice. It's an investment in your team's harmony and your practice's future. Secure your spot today—check out the link in the show notes for more details. See you in Minneapolis for a day of growth, learning, and fun! https://unchartedvet.com/conflict-management-hive-waitlist/

🌟 Enhance your team's client communication skills with Dr. Andy Roark's Charming the Angry Client on-demand course! Designed for the entire veterinary team, this course offers a year of access to three practical programs: Using Active Staff Training, Charming the Angry Client with essential tools for handling complaints, and Case Study Examples for interactive learning. Empower your staff to handle difficult client interactions confidently and effectively. Enroll now and transform your client service experience! https://drandyroark.com/product/charming-the-angry-client/

Upcoming events: unchartedvet.com/upcoming-events/

All Links: linktr.ee/UnchartedVet

Do you have something that you would love Andy and Stephanie to discuss on the podcast? If so, send us a message through the mailbag! Submit it here: unchartedvet.com/mailbag

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 corporate buyout. Stephanie and Dr. Pounds explore actionable strategies to address this issue effectively. Let's get into this episode!

ABOUT OUR GUEST
Dr. Erica Pounds is the enthusiastic Program Manager for Team-based Care with the Veterinary Affairs Team at Banfield Pet Hospital. Since graduating from the University of Tennessee College of Veterinary Medicine in 2011, she has climbed the ranks at Banfield, taking on pivotal roles such as Chief of Staff, Area Chief of Staff, and Interim Director of Veterinary Quality. Erica has a fervent passion for learning and particularly cherishes opportunities for leadership development.

Outside the office, Erica's life is full of adventure and creativity. She's not only the supermom to four amazing boys and a partner in crime to her husband in the bustling world of superheroes and soccer, but she also finds joy and tranquility in quilting. Her sewing room is her sanctuary, a place where colorful fabrics and intricate designs come to life, providing a perfect balance to her dynamic professional life.

🌟 Experience the Uncharted Medical Director Summit!
https://unchartedvet.com/uncharted-medical-director-summit-2024/

Dive into a one-day virtual summit specifically designed for medical directors striving for excellence in their roles. This event offers a unique blend of interactive sessions and expert-led workshops tailored to enhance your ability to positively influence both your team and patient care at your veterinary practice. Tackle the daily hurdles of managing a team, maintaining high clinical standards, and optimizing practice operations. Learn more and register now at https://unchartedvet.com/uvc-membership/.

🌟 Empower your veterinary leadership with the Leadership Essentials Certificate! https://unchartedvet.com/certificates/

Step into an 8-hour continuing education program that provides the tools necessary for leading effective and unified teams. Ideal for veterinary professionals looking to refine their leadership skills, this on-demand certificate program enables you and your practice partners to strengthen your leadership approach together. Available to all Uncharted members as part of their membership, now is the ideal time to join our community and boost your team’s performance. Invest in your practice's leadership and see the impact on your team's success and harmony.

Upcoming events: unchartedvet.com/upcoming-events/

All Links: linktr.ee/UnchartedVet

Do you have something that you would love Andy and Stephanie to discuss on the podcast? If so, send us a message through the mailbag! Submit it here: unchartedvet.com/mailbag

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 definitely long on the challenge. We know we can't control losing people to life events and yet this writer is finding themselves shouting at the top of their lungs "What am I doing wrong!?!?!?" Let's get into this...

🌟 Join us for the Uncharted Medical Director Summit!
https://unchartedvet.com/uncharted-medical-director-summit-2024/

This immersive 1-day virtual event is tailor-made for medical directors seeking balance in their roles while making a positive impact on their teams and patients at their veterinary practices. Led by seasoned speakers with firsthand experience tackling the daily challenges of medical directors, our interactive workshops will provide actionable insights to help you navigate the complexities of team management, clinical practice, and upholding standards in your clinic. Visit https://unchartedvet.com/uvc-membership/ to learn more and sign up today.

🌟 Unlock the potential of your veterinary leadership team by embarking on a transformative journey together! In this episode, we explore the power of continued education in aligning leadership perspectives and the Leadership Essentials Certificate is the perfect opportunity: https://unchartedvet.com/certificates/

This on-demand certificate program, spanning 8 hours of CE, is designed to equip veterinary professionals with the skills needed to lead high-performing and collaborative teams. Join forces with your practice owner and partner to enhance your leadership dynamics. For Uncharted members, this valuable resource is included in your membership – making now the perfect time to join our community and elevate your leadership game. Shape your practice's future by investing in the shared growth of your leadership team!

Upcoming events: unchartedvet.com/upcoming-events/

All Links: linktr.ee/UnchartedVet

Do you have something that you would love Andy and Stephanie to discuss on the podcast? If so, send us a message through the mailbag! Submit it here: unchartedvet.com/mailbag

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 resources to get the right work policy in place for any team. Let's get into this episode...

LINKS AND RESOURCES
JAVMA Article Suicide among veterinarians in the United States from 1979 through 2015: https://avmajournals.avma.org/view/journals/javma/254/1/javma.254.1.104.xml

EEOC Resources: https://www.eeoc.gov/laws/guidance/enforcement-guidance-ada-and-psychiatric-disabilities

AVMA EAP Resources: https://www.avma.org/news/exploring-employee-assistance-programs-veterinary-practices-are-they-bother-or-benefit

Return to Work Checklist (US Friendly) - Page 37: https://workplacesuicideprevention.com/wp-content/uploads/2022/06/20220630-FINAL-FINAL-HR-EmploymentLaw-WhitePaper.pdf

Not One More Vet: https://www.nomv.org/

🌟 Join us for the Uncharted Medical Director Summit!
https://unchartedvet.com/uncharted-medical-director-summit-2024/
This immersive 1-day virtual event is tailor-made for medical directors seeking balance in their roles while making a positive impact on their teams and patients at their veterinary practices. Led by seasoned speakers with firsthand experience tackling the daily challenges of medical directors, our interactive workshops will provide actionable insights to help you navigate the complexities of team management, clinical practice, and upholding standards in your clinic. Visit https://unchartedvet.com/uvc-membership/ to learn more and sign up today.

🌟 Unlock the potential of your veterinary leadership team by embarking on a transformative journey together! In this episode, we explore the power of continued education in aligning leadership perspectives and the Leadership Essentials Certificate is the perfect opportunity: https://unchartedvet.com/certificates/

This on-demand certificate program, spanning 8 hours of CE, is designed to equip veterinary professionals with the skills needed to lead high-performing and collaborative teams. Join forces with your practice owner and partner to enhance your leadership dynamics. For Uncharted members, this valuable resource is included in your membership – making now the perfect time to join our community and elevate your leadership game. Shape your practice's future by investing in the shared growth of your leadership team!

Upcoming events: unchartedvet.com/upcoming-events/

All Links: linktr.ee/UnchartedVet

Do you have something that you would love Andy and Stephanie to discuss on the podcast? If so, send us a message through the mailbag! Submit it here: unchartedvet.com/mailbag

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 of aligning the client experience with the practice's vision and values. They get a little spicy in debunking the notion of a one-size-fits-all approach, emphasizing that the client experience should be tailored to reflect the unique identity and goals of the practice. Stephanie and Andy provide actionable steps to help the practice owner extract their vision and values and translate them into tangible practices for their new startup team. From defining core values to training the team, they offer practical guidance to empower the practice owner in shaping a client experience that resonates authentically with their practice ethos. Let's get into this episode...

LINKS

🌟 Join us for the Uncharted Medical Director Summit!
https://unchartedvet.com/uncharted-medical-director-summit-2024/
This immersive 1-day virtual event is tailor-made for medical directors seeking balance in their roles while making a positive impact on their teams and patients at their veterinary practices. Led by seasoned speakers with firsthand experience tackling the daily challenges of medical directors, our interactive workshops will provide actionable insights to help you navigate the complexities of team management, clinical practice, and upholding standards in your clinic. Visit https://unchartedvet.com/uvc-membership/ to learn more and sign up today.

🌟 Unlock the potential of your veterinary leadership team by embarking on a transformative journey together! In this episode, we explore the power of continued education in aligning leadership perspectives and the Leadership Essentials Certificate is the perfect opportunity: https://unchartedvet.com/certificates/

This on-demand certificate program, spanning 8 hours of CE, is designed to equip veterinary professionals with the skills needed to lead high-performing and collaborative teams. Join forces with your practice owner and partner to enhance your leadership dynamics. For Uncharted members, this valuable resource is included in your membership – making now the perfect time to join our community and elevate your leadership game. Shape your practice's future by investing in the shared growth of your leadership team!

Upcoming events: unchartedvet.com/upcoming-events/

All Links: linktr.ee/UnchartedVet

Do you have something that you would love Andy and Stephanie to discuss on the podcast? If so, send us a message through the mailbag! Submit it here: unchartedvet.com/mailbag