VHMA Manager to Manager Veterinary Hospital Managers Association

In today's episode, we're talking all about emotional intelligence, a term that often gets thrown around but is frequently misunderstood. It's not just about raw intellect; instead, it's intertwined with how we navigate relationships and environments. In the veterinary world, where patient care and client service are paramount, understanding the role of emotional intelligence is crucial.
Joining us is Rob Best, a seasoned CVPM with a background in Business and Organizational Communication. Having worn every hat in the hospital except DVM, Rob now leverages his expertise to help leaders enhance their effectiveness.
As we explore the landscape of emotional intelligence, we'll unpack its five components, which serve as invaluable tools for navigating interpersonal dynamics. From understanding the need for certainty in our brains to regulating our behaviors in stressful situations, Rob sheds light on how emotional intelligence impacts every aspect of veterinary practice management.
But it's not just about recognizing the importance of emotional intelligence; it's about cultivating it. Rob emphasizes the pivotal role of leadership in fostering emotional intelligence within teams, highlighting the power of intentional decisions and ongoing training.
Throughout our conversation, Rob gives practical strategies for enhancing emotional intelligence, including self-awareness exercises, visual reminders, and the importance of grace—both for ourselves and others. So, whether you're a seasoned practice manager or just starting your leadership journey, tune in as we uncover the transformative power of emotional intelligence in veterinary practice management.
 
Show Notes: [2:47] - Emotional Intelligence (or EQ) has five components that help increase our ability to be more skillful in navigating interpersonal relationships.
[4:54] - Certainty is something our brain needs. Emotions are never certain, so we need to learn how to regulate our behaviors.
[7:08] - It’s about manifesting and about intentional decisions from leadership.
[8:19] - Do we allow a stressful situation to become even more challenging because we can’t regulate our emotions?
[11:05] - We can’t “fix” people. But we can train people to better manage their behavior. It all begins with leadership.
[14:10] - Under stress, emotional intelligence can take a hit.
[16:22] - The day-to-day often gets in the way of new things we’d like to implement.
[18:06] - Self-awareness and examining ourselves can be uncomfortable and challenging.
[21:25] - Visual reminders can be helpful.
[23:06] - You can highlight certain aspects of emotional intelligence that draw connections to the practice.
[25:32] - We are all human. We have “stuff.”
[27:01] - Give yourself and others grace. Our fear-based brains are driven to defensive behaviors.
 
Thank you for listening. Remember you are not in this alone. Visit our website for more resources.
 
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Today’s topic has been buzzing around the industry lately – spectrum of care. You've probably heard various opinions on this matter, but what exactly does it mean, and is it just another passing trend? Does it mean that there’s just one good way to do it or should plans be customized?
Joining the podcast today is Beth Fritzler, a DVM and CVPM in Seattle. With years of experience under her belt and a passion for personalized pet care, Beth is here to shed light on why tailored treatment plans are the way to provide care to as many animals as we can. From understanding the importance of flexibility in care options to empowering clients to make informed decisions, Beth will guide us through the ins and outs of navigating the spectrum of care.
Throughout this episode, we'll explore real-life scenarios and dive into the nuances of customizing care plans to meet each patient's unique needs (and personalities). And in addition to learning how the spectrum of care impacts a patient or client, you’ll also learn the impact it has on the team.
 
Show Notes: [2:26] - Spectrum of care is broad and it encompasses all the different choices and levels of care that can be offered to patients and clients.
[4:34] - One trend is “Plan A or nothing,” but Beth explains what that means for patients and their owners.
[5:50] - It is important to know where to draw the line and make sure it is communicated to the team.
[8:08] - Be open to the idea that the plan needs to be tailored to the pet.
[10:14] - Veterinarians are responsible for their patients and looking for solutions to their health issues. 
[11:57] - Each patient is different. Some pets need more care than others.
[13:33] - We need to encourage the team to listen to the pet owners. They know their pet better than anyone.
[15:07] - There’s nothing wrong with offering the “A” plan. But it is important to give the client time to think. It’s not always an easy decision and is not always financial.
[17:24] - You really don’t know what a client’s concerns are until you ask. Take the time to ask and answer questions.
[19:47] - Many concerns clients have seem like a big deal to them, but we can easily solve them by asking questions and customizing the spectrum of care.
[22:30] - A trend that started after the Covid-19 pandemic is the trimming down of hours and availability. It is time to revisit this thought as it limits potential care for pets.
[25:07] - Customizing the spectrum of care can also build empathy in staff members.
[27:52] - Don’t be afraid to step out of your comfort zone to offer something that a pet needs. That might be their best option.
 
Thank you for listening. Remember you are not in this alone. Visit our website for more resources.
 
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Welcome back to the VHMA Manager to Manager Podcast. Today, we're delving into a topic that might seem a bit "fluffy" at first glance but holds immense importance for veterinary practices: interior and exterior design. It's time to explore how the aesthetics of your practice can actually impact your clients' perceptions as well as the surprising marketing tool it can become.
Joining us is Mary Kim, a hospital administrator for a family practice in California, who brings a unique blend of business and interior design expertise to the table. Mary's journey from business school to managing a veterinary practice has given her an interesting perspective on how design can shape client experiences.
In this episode, Mary explains why veterinary practices often overlook the significance of interior and exterior design and why it's time to change that mindset. While cleanliness is crucial, Mary emphasizes that the marketing value of fresh paint, furnishings, and landscaping outside should not be underestimated. As Mary shares her insights and experiences, you'll discover how the appearance of client spaces sends a powerful message and how investing in design can elevate your practice's image, attract new clients, and foster a sense of comfort and trust.
From reinventing décor to budget-friendly design solutions, Mary offers practical tips and creative strategies for transforming your practice into an inviting and functional space that leaves a lasting impression.
 
Show Notes: [2:28] - Typically, veterinary practices don’t put a lot of focus on interior and exterior design.
[3:27] - The appearance of client spaces especially sends a message about how current the patient care is given.
[5:10] - We focus on sterility which is important, but Mary explains that there are options that also make spaces inviting and comfortable.
[8:39] - Mary describes the interior look/feel of the practice she manages.
[11:19] - You can reinvent the pictures that go into the hospital, using them in a lot of different ways.
[14:14] - Generally speaking, this is a frugal industry. Mary shares ways to keep things inexpensive.
[17:25] - It is a good idea to also ask for the input of employees and team members.
[18:59] - Mary shares the inspiration behind the decor chosen for client spaces in their family practice.
[21:44] - Big projects can be budgeted for, but small things can be replaced or repaired as needed.
[23:41] - Sometimes, you might try things that just don’t work. Mary shares some recent struggles she has faced in managing spaces.
[26:08] - There has to be some amount set aside each year for maintenance as the facility is a huge asset.
[28:01] - You can be creative and combine design and function into a practice.
 
Thank you for listening. Remember you are not in this alone. Visit our website for more resources.
 
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Welcome to today's episode, where we learn the ins and outs of navigating financial reports. For practice managers, understanding the numbers that drive your practice is essential for making informed decisions and ensuring financial success. Most managers have a favorite report, budget, profit and loss statement, KPI, etc. while others just go by a checking balance that “looks good.” Whatever your favorite report is, they are all important and as our guest today says, “Every report has a story to tell.”
Joining us today is Mira Johnson, a certified public accountant (CPA) and CVPM, who brings a wealth of knowledge and expertise in veterinary practice management. She is definitely a “numbers girl” and in our conversation today, she shares the most important things to remember when navigating financial reports.
Mira delves into the importance of weekly reconciliation and ensuring that all data is readily available for assessment. We explore the concept of open-book management and how understanding key financial metrics, such as the break-even point, can empower practice owners and managers to make important decisions. We know that management reports are more than just the financials, but today, let’s hone in on this important data and how we can learn each report’s “story.”
 
Show Notes: [2:04] - Mira explains that the first step is to make sure that all data is available. To assess success, she looks at everything that a practice considers important.
[4:10] - She recommends weekly reconciliation. One of the basics for your CPA is to have access to the data.
[5:16] - You can look at the same report in different ways.
[7:20] - What is open book management and how is it beneficial? Mira explains what the important numbers are.
[9:40] - A practice is missing out if they don’t know what their break-even point is.Team cannot hit an unknown goal.
[11:34] - Mira explains how to find the break-even point in your practice.
[14:58] - It is a good idea to tie incentives to goals and new training.
[17:14] - Managers and CPAs all have their favorite reports. Debbie and Mira share theirs.
[19:04] - Once you have an explanation behind the performance, you can do something about it. But you can’t find it if you don’t understand the numbers.
[21:00] - We all learn when we implement new things. If you implement a scorecard, make the numbers understandable and achievable.
[22:11] - Look at data regularly. If you have an outside advisor, connect with them on a regular basis.
[23:33] - If you don’t have someone who does bookkeeping correctly, it doesn’t matter what data you look at since it is incorrect.
[24:23] - Every report has a story to tell.
 
Thank you for listening. Remember you are not in this alone. Visit our website for more resources.
 
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Welcome to an insightful episode about the power of community involvement in veterinary practices! In today's society that searches for connections, traditional marketing models just don't cut it anymore. People want to engage with businesses that share their values and actively contribute to their communities. That's where participating in local events and community projects comes into play. From supporting local sports teams to getting involved in people-helping-people initiatives, the benefits of community engagement for veterinary practices are vast and tangible.
Join us as we dive into the experiences and insights of Suzy Berry, a practice manager from Central Florida who was recognized as the 2023 Practice Manager of the Year. She shares firsthand experiences of how participating in programs like Skill Bridge, which matches departing active-duty military personnel with training, internship, and career-change opportunities, has not only benefited people in the program but has ignited a new passion in existing team members.
Throughout this episode, Suzy emphasizes the importance of embracing partnerships and building long-lasting relationships within the community. From volunteering at local events to attending career fairs, she describes the opportunities that arise when practices actively engage with their communities. So, whether you're a practice manager looking to inspire your team or a veterinary professional seeking new avenues to grow exposure, this episode offers invaluable insights into the transformative potential of community involvement.
 
Show Notes: [1:58] - Suzy shares the experience of hiring someone who was active military that opened the door to an opportunity called Skill Bridge.
[4:36] - Training is not typically something team members are excited and eager to do.
[6:25] - Training the Skill Bridge interns has ignited a new passion in existing team members for training as these former military members bring a strong work ethic and excitement for the job..
[9:14] - Skill Bridge isn’t the only community involvement endeavor Suzy’s practice has.
[11:42] - We can do so much more if we embrace partnerships.
[12:53] - It is easy to build long-lasting relationships when the mission is the same.
[15:02] - Suzy explains that in her experience, there haven’t been a lot of problems with getting staff volunteers for community events.
[16:46] - You never know what kind of connections you might find when you participate in community events.
[18:18] - Suzy describes the different events they do every year as well as some of the smaller opportunities that pop up throughout the year.
[20:11] - Another huge event that Suzy’s practice attends is the UF Career Fair.
[21:28] - Community events have outcomes that you don’t always expect.
[23:38] - There are different ways to learn about community events, and Suzy recommends touring shelters and offering your connection.
[24:58] - Poll your staff on where they would like to volunteer. You will gain buy-in and they may know of different opportunities to participate in community events.
 
Thank you for listening. Remember you are not in this alone. Visit our website for more resources.
 
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In this episode, we tackle the critical topic of safety and security, emphasizing the manager’s responsibility in ensuring employee well-being. We can’t prevent every issue, but we can certainly be vigilant in order to minimize the risk. Violence can come from many sources both internally and externally and while crime in the veterinary world has been on the rise, our education and training about security measures hasn’t kept up. 
Our guest, Kim Mackey, CVPM, shares her unique perspective as a parole supervisor for the Pennsylvania Department of Corrections and a part-time receptionist in a veterinary hospital. With her guidance, we explore ways to help employees comprehend the purpose behind safety measures and procedures and promote a proactive approach. Additionally, Kim addresses the fact that we all make mistakes and emphasizes the importance of knowing how to respond after a mistake has been made. 
 
Show Notes: [2:32] - The most common crimes in the veterinary industry are theft and assault. The increase in assault came after the pandemic.
[3:28] - Another crime on the rise involves computer security like scammers and phishing.
[5:50] - Violent crimes and assault are a problem we aren’t generally prepared for.
[6:58] - Security training isn’t very exciting and employees may not really see the benefit. Kim shares some strategies for making educating the staff fun.
[8:45] - Although dreaded by a lot of staff members, role playing is effective. Practice breeds diligence.
[10:21] - When people are in a threatening situation, stress levels rise and it impacts reactions and critical thinking.
[12:58] - Consistency is key in regards to following safety and security procedures. Reward those who are following procedures and have something in place for repeat offenders.
[14:31] - You have to create the culture in your practice that security is important.
[16:41] - We need to make sure that employees know that their safety is important to us.
[18:19] - Kim explains that veterinary practices and hospitals are easy targets.
[20:17] - Domestic issues also arise and many employees tend to feel uncomfortable bringing these to a manager’s attention.
[24:00] - In these situations, managers might feel like it is tricky to navigate setting policies. But we can’t be afraid to tip the scale if it impacts the safety of the team.
[26:57] - There are resources in your community that could help with training and developing a security minded culture.
[29:34] - You don’t have to spend a lot of time on it, but do need safety and security training and reminders consistently.
 
Thank you for listening. Remember you are not in this alone. Visit our website for more resources.
 
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