The Uncharted Veterinary Podcast

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UVP - 191 - What To Do With A Judgmental Manager Aug 17, 2022

Show notes

Have you ever judged someone on your team when you happened across them sitting down at work and staring into space? Or heard someone say "If there is time to lean, there is time to clean!" Dr. Andy Roark and practice manager Stephanie Goss loved this short but complicated question from a manager wondering what to do about a fellow manager on their team who tends to look at things from a snapshot perspective - they see what is immediately happening and judge, without giving the team the benefit of the doubt or asking more questions. As you can imagine, this doesn't always go over well with their fellow managers or the rest of the team and they want to know what to do to help teach this fellow manager to stop being so judgmental and start looking at things differently. Let’s get into this…

Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

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Care is Your Calling

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UVP - 190 - The Whole Team Says "I've Never Been Shown How To Do That" Aug 10, 2022

Show notes

The team has been together for almost a year and yet they seem to be collectively saying "I've not been show how to do that..." about many things. Simple things. Are you ready to pull your hair out yet? We can understand why! Dr. Andy Roark and practice manager Stephanie Goss understand the pain and frustration this mailbag writer has over this exact situation. Plus they shared that when their leadership team give corrections to the group, it is met with feedback that they are being mean or bullying the team into doing what they want. Our writer asks "How do we hold them accountable, in a safe space, but still correct the deficiencies?" This is a FANTASTIC question so let’s get into this…

Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

Mentioned in this episode:

Get the Protocol Training Game Here!

Join us for the Medical Director Summit!

Care is Your Calling

UVP 189 - How Adobe Animal Hospital is Doing Work-From-Home and Virtual Medicine Aug 03, 2022

Show notes

This week on the podcast, we have a cross-over episode! That's right, this is a Cone of Shame episode. Imagine a CSR working from home, checking a client out and booking appointments from his home, or a technician live-chatting with three different pet owners through the clinic webpage from her apartment, or a doctor doing telemedicine appointments from another state? This isn’t fantasy. There are practices actually making these things happen today. Christina Freeman and Summer Burke-Irmiter join Dr. Andy Roark to talk about how their clinic is breaking the mold to give employees (and clients) flexibility like never before. Let’s get into this. ABOUT OUR GUESTS Christina Freeman joined the Adobe family in 2015 and focused her first few years in the Veterinary Marketplace. She was excited to move to the remote team and work with our online chat services and telemedicine and help these new communication tools grow and evolve. Christina is a native of North Carolina where she currently lives with her family and a large collection of animals great and small. Christina has a retail background and degree in Animal Science from North Carolina State University along with a teaching certification in all things science. She spends her spare time chasing children, gardening, doing pottery and oil painting. Summer Burke-Irmiter, MBA, has worked in veterinary hospitals for over 25 years. At the Uncharted Conferences, you will find her proudly wearing her Founding Member button and excitedly talking about her two amazing hospitals with over 22 doctors, the Open Hospital design which allows clients to go wherever their pets go and pitching her latest outlandish ideas to anybody who will listen. She's earned the nickname of "Goddess of Innovation" in some circles (along with other nicknames we won't mention here) by helping to launch remote teams at Adobe over 9 years ago, pushing for video visits a year before the pandemic, and touting the benefits of online chat to her team. The recent development of Video Client Representatives is one of the many creative solutions Summer has to solve common issues in our industry. Summer runs away to the circus every chance she gets and trains in Cirque du Soleil type arts such as lyra, a spinning hoop 6-12 feet in the air. Upcoming Events: Get Sh*t Done Shorthanded This 3-day live, interactive virtual conference features a customizable learning journey for practice leaders who are tired of being overwhelmed and want to get their practice back under control. Explore how you’re working, isolate challenges, diagnose pain points, share best practices and pull together a sustainable plan to overcome obstacles. While Uncharted Membership is always encouraged, you DO NOT have to be a member to join us for GSD! Non-members, here’s your chance to see what all the buzz is about and get a taste of the Uncharted experience. Learn more at unchartedvet.com/gsd!

UVP - 188 - The Tech's Personal Life Is Impacting Work Jul 27, 2022

Show notes

You have a teammate who is amazing at their job. They have great skills for the work. They get the job done well, safely and on time. There is just one, small problem. They seem to have a trainwreck of a personal life and it bleeds into their work life with regularity. How do you find the balance between caring for a coworker and asking someone to do their job? A writer to the mailbag asks us this question and a few more. Dr. Andy Roark and practice manager Stephanie Goss both have strong feelings on this. Step onboard the bus to Camp Tough Love, friends, and let’s get into this… Links: Upcoming events: unchartedvet.com/upcoming-events/ Believing WE Can: Leading a Solution-Oriented Team with Senani Ratnayake, RVT What do decision-making processes actually look like in your practice? Get your team to solve problems and find solutions with the tips and tricks from this workshop! Date: August 10 Time: 8:30pm ET/5:30pm PT – 10:30pm ET/7:30pm PT Price: $99/FREE for Uncharted Members Register here All Uncharted Veterinary Community Workshops are LIVE! You will be able to ask the instructor questions that help you address your practice’s unique problems. This will not be 2 hours of silent screen time. Gear up for interactive, fun learning! All Links: linktr.ee/UnchartedVet Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

UVP - 187 - Cyber Bullying And What It Means To Be Cancelled Jul 20, 2022

Show notes

If you are in veterinary medicine, you've heard conversation about cyber bullying. Ranging from clinic's getting beat up in local social media groups to experiences like the recent one the team from Maine Veterinary Medical Center had to navigate, veterinary medicine is seeing the impact of words from keyboard warriors. Dr. Andy Roark and Stephanie Goss were talking through some of their thoughts on cyber bullying, cancel culture and the impact of negative words from the public on the team. Let’s get into this… Links: Upcoming events: unchartedvet.com/upcoming-events/ Navigating Neurodiversity – Your Clients, Coworkers, and Self with Dr. Amanda Doran Learn to navigate interactions with different individuals and create a culture that is supportive of neurodiversity in the workplace. Date: July 27 Time: 7pm ET/4pm PT – 9pm ET/6pm PT Price: $99/FREE for Uncharted Members REGISTER HERE All Uncharted Veterinary Community Workshops are LIVE! You will be able to ask the instructor questions that help you address your practice’s unique problems. This will not be 2 hours of silent screen time. Gear up for interactive, fun learning! All Links: linktr.ee/UnchartedVet Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

UVP - 186 - How to Know If You Are The Toxic One? Jul 13, 2022

Show notes

Have you ever asked yourself the question "Am I toxic?" This week on the podcast, Dr. Andy Roark and Stephanie Goss are tackling a letter from the mailbag that asks some amazingly self aware questions. Our listener said that they have seen/heard a lot of information about toxic work environments and toxic employees (as a group). They haven't seen a whole lot of discussion about how to tell if you might be toxic. Or heading in that direction. They are asking great questions about how to frame their headspace to think about this and also how the heck to handle it if you do think you might be a bit toxic. Let’s get into this… Links: Upcoming events: unchartedvet.com/upcoming-events/ Navigating Neurodiversity – Your Clients, Coworkers, and Self with Dr. Amanda Doran Learn to navigate interactions with different individuals and create a culture that is supportive of neurodiversity in the workplace. Date: July 27 Time: 7pm ET/4pm PT – 9pm ET/6pm PT Price: $99/FREE for Uncharted Members REGISTER HERE All Uncharted Veterinary Community Workshops are LIVE! You will be able to ask the instructor questions that help you address your practice’s unique problems. This will not be 2 hours of silent screen time. Gear up for interactive, fun learning! All Links: linktr.ee/UnchartedVet Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

UVP - 185 - My New Practice Doesn't Write SOAPs Jul 06, 2022

Show notes

Could you imagine working in a practice that literally doesn't write more than the presenting problem and any treatments done during an exam in the chart?

UVP - 184 - My Lead Tech Tries To Tell Me How To Practice Jun 29, 2022

Show notes

Imagine that you work in a practice as a new grad and form friendships with the people who are literally helping shape you into a vet. You leave the practice to get some more experience and then you come back to the practice you started at - only this time, you are a part owner and that means you are the boss! This week on the podcast, Dr. Andy Roark and Stephanie Goss are tackling a letter from the mailbag from a veterinarian who has been facing this situation and feels like its extra sticky because now the technician who helped mold/shape them is treating them like a new grad who knows nothing and definitely not treating them like the boss. Let’s get into this… Links: Upcoming events: unchartedvet.com/upcoming-events/ Managing a Negative Team Member with Bret Canfield We all have them on our teams! Talented folks whose skills are needed and attitudes leave something to be desired. Find out how to lead and coach as we explore the not-so-secret ways to repolarize our most cynical and cantankerous crew! Date: July 13 Time: 7pm ET/4pm PT – 9pm ET/6pm PT Price: $99/FREE for Uncharted Members REGISTER HERE All Uncharted Veterinary Community Workshops are LIVE! You will be able to ask the instructor questions that help you address your practice’s unique problems. This will not be 2 hours of silent screen time. Gear up for interactive, fun learning! All Links: linktr.ee/UnchartedVet Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

UVP - 183 - Firing Them Will Catch Everyone By Surprise Jun 22, 2022

Show notes

What happens if there is a vet on the team who you are friendly with but who isn't a cultural fit for the team and you decide it is time to part ways? This week on the podcast, Dr. Andy Roark and Stephanie Goss are tackling an international mailbag letter from a practice owner who is struggling with a lot of change in their practice. They have a new manager, they lost a vet who was a partner in the practice suddenly and there is a veterinarian that is a part of the team who just does not seem to always play well with others. In particular, their behaviors and attitudes towards the practice owner are challenging to say the least. This practice owner is concerned that since the team sees them being friendly or at least neutral in their behaviors/interactions with this vet, that they will be shocked and there may be collateral damage with the team if they choose to let this vet go. Let’s get into this… Links: Upcoming events: unchartedvet.com/upcoming-events/ TEAMWORK MIND MELD: SETTING EXPECTATIONS FOR TEAM COMMUNICATION You can overcome your concerns or fears over leading your team through team building/communication/accountability work! The simplest way is to learn about it and practice it within a supportive community. In this team communication workshop, we will cover a series of simple, easy-to-lead exercises that will allow you to walk your team from the very first “getting to know you” conversation all the way through the hard stuff and on to the dream work level of teamwork. You will leave this workshop with: Experience participating in and running communication exercises Confidence in leading your team towards building a foundation for better communication and teamwork within your own practices Join us on Wednesday, June 29 from 8:30 – 10:30 PM ET/ 5:30 – 7:30 PM PT for $99 (FREE for Uncharted Members!) Members must still be registered to attend. All Uncharted Veterinary Community Workshops are LIVE! You will be able to ask the instructor questions that help you address your practice’s unique problems. This will not be 2 hours of silent screen time. Gear up for interactive, fun learning! REGISTER HERE TO JOIN US All Links: linktr.ee/UnchartedVet Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

UVP - 182 - Implementing An Effective Team Training Program Jun 15, 2022

Show notes

This week on the podcast, Dr. Andy Roark is joined by the wonderful Dr. Amanda Donnelly. Amanda is a sought after-speaker, consultant, and author with over 30 years’ experience in the veterinary profession. She is a second-generation veterinarian who specializes in leadership, team development, and client communications. She recently birthed a new project - her own book! Andy and Amanda are talking about the book, about leading and managing veterinary teams and much more. Let's get into this. LINKS Dr. Amanda Donnelly: https://www.amandadonnellydvm.com/ Buy: Leading & Managing Veterinary Teams: https://www.amazon.com/Leading-Managing-Veterinary-Teams-Definitive/dp/0578308967/ref=sr_1_1?keywords=leading+and+managing+veterinary+teams&qid=1653090162&s=books&sprefix=leading+and+managing+ve%2Cstripbooks%2C87&sr=1-1 Upcoming events: unchartedvet.com/upcoming-events/ TEAMWORK MIND MELD: SETTING EXPECTATIONS FOR TEAM COMMUNICATION You can overcome your concerns or fears over leading your team through team building/communication/accountability work! The simplest way is to learn about it and practice it within a supportive community. In this team communication workshop, we will cover a series of simple, easy-to-lead exercises that will allow you to walk your team from the very first “getting to know you” conversation all the way through the hard stuff and on to the dream work level of teamwork. You will leave this workshop with: Experience participating in and running communication exercises Confidence in leading your team towards building a foundation for better communication and teamwork within your own practices Join us on Wednesday, June 29 from 8:30 – 10:30 PM ET/ 5:30 – 7:30 PM PT for $99 (FREE for Uncharted Members!) Members must still be registered to attend. All Uncharted Veterinary Community Workshops are LIVE! You will be able to ask the instructor questions that help you address your practice’s unique problems. This will not be 2 hours of silent screen time. Gear up for interactive, fun learning! REGISTER HERE TO JOIN US All Links: linktr.ee/UnchartedVet Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

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