The Uncharted Veterinary Podcast

Latest Episodes:

UVP 101: COVID FOR CHRISTMAS Dec 02, 2020

Show notes

Sticking your head in the sand and pretending this winter will be like any other is a mistake. There is a chance you are going to get sick and be out. Someone on your team is almost certain to test positive (if that hasn’t happened already), and the outdoor solutions (like curbside service) may not work as well in a snow storm as they did over the summer. You don’t need a firm plan for these scenarios. There are simply too many unknown variables to plan for, but you should have at least considered them and assembled a basic approach that you will take if/when things go sideways. Making that plan is what this episode is about. Links: Upcoming Events: https://unchartedvet.com/upcoming-events/ Uncharted Swag: https://unchartedvet.com/swag Editor: Dustin Bays www.baysbrass.com @Bays4Bays Twitter/Instagram

UVP 100: When Bad Reviews Come on Sunday Nov 25, 2020

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This week on the Uncharted Veterinary Podcast, Dr. Andy Roark and practice management goddess Stephanie Goss celebrate 100 episodes by wildly disagreeing on what to do when a scathing review comes in on the weekend. This is a really fun episode, not just because the advice is candid and the discussion real, but because you get to see how Andy and Stephanie really work in their own team, and how they collaborate to get to the best outcome. Check it out! Links: Easy Marketing Wins Workshop: https://unchartedvet.com/product/marketing-2021/ Uncharted Swag: https://unchartedvet.com/swag Editor: Dustin Bays www.baysbrass.com @Bays4Bays Twitter/Instagram

UVP 099: Speed Round: Money & Hip Hop Nov 18, 2020

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This week on the Uncharted Veterinary Podcast, Dr. Andy Roark and Stephanie Goss tackle not one, not two, but THREE questions from the mail bag. Links: Upcoming Events: https://unchartedvet.com/upcoming-events/ Swag: https://unchartedvet.com/swag The Three questions we addressing today are: 1. I have a question about increasing office call/exam fees. (I haven't done this since opening) Do we just do it and then answer questions when asked? Do we tell clients before we do it? When is the right time? Do we increase across the board? So many questions… but the idea of changing something like this that we look at every day is overwhelming to me. Thank you! Dr. Talking About Money Stresses Me Out 2. How do I deal with clients who’ve been sent to collections? Do I automatically send them a termination letter once the account goes to collections, or just flag them in the system should they try to come in again? What happens if they get scheduled again BEFORE someone reads the chart (Shhhhhh… I am not speaking from experience) Sincerely, Manager who Hates Dealing With Money 3. Stephanie and Andy (note who gets top billing ;) , I have a situation in my hospital that I think I know the answer to, but I wanted to ask for guidance. It may be a topic too sensitive for your podcast... The techs get to play their personal Pandora or Spotify in the treatment room where clients can’t hear it (especially during curbside when no clients are in the building). I have been letting them play explicit lyrics since clients can’t hear, but I’ve heard several rap songs drop the N-word. Some context: all of the staff are Caucasian and we are in an area that leans conservative. 1) Is this okay to allow? 2) Is there an easy way to not allow this with making them turn on the non-explicit setting on their service? I enjoyed your “How to make Saturday’s better” episode about allowing staff to choose their own music, which made me think this could be a topic you would have insights to share. Signed “Dr. Trying To Be a Good Ally” or “Dr. Music Prude” Editor: Dustin Bays www.baysbrass.com @Bays4Bays Twitter/Instagram

UVP 098: Rapid Change Management Nov 10, 2020

Show notes

Dr. Roark and Stephanie "Ch-ch-ch-ch-changes" Goss break down how to coach your team through a changing practice in a changing world.... with as few tears as possible. Helpful Links: Team Communication Workshop (this weekend 11/14-11/15): https://unchartedvet.com/product/team-communication/ Uncharted Upcoming Events: https://unchartedvet.com/upcoming-events/ Charming the Angry Client Workshop 11/18: https://drandyroark.com/angry-clients/ Editor: Dustin Bays www.baysbrass.com @Bays4Bays Twitter/Instagram

UVP 097: Wellness Plans Nov 04, 2020

Show notes

This week on the Uncharted Podcast Dr. Roark, Stephanie Goss, and special guest Bob Richardson, president of VCP dig into the myths about wellness plans for pets. This episode is sponsored and made possible by VCP. Now more than ever, pet owners need help budgeting for pet care and treatment. VCP helps you connect with clients to offer the best care possible. VCP, the leader in preventive care plans, also enables practices to offer chronic disease plans to help even more pets. VCP's primary goal is to enable care through affordable monthly payment programs that build client loyalty and improve pet health — all while supporting a healthy practice. Learn more about today’s episode sponsor by visiting VCP.vet Helpful Links: VCP: https://www.vcp.vet/ 5 Myths About Wellness Plans: https://www.vcp.vet/the-truth-about-wellness-plans-five-myths-dispelled/ Uncharted Upcoming Events: https://unchartedvet.com/upcoming-events/ Charming the Angry Client Workshop: https://drandyroark.com/angry-clients/ About Our Guest: Bob Richardson, president of VCP, has more than 30 years of senior-level experience with technology and services, specializing in billing, membership and analytic solutions. For the past nine years, he has focused on the veterinary industry. Bob has collaborated with veterinarians and leading experts to innovate wellness plan programs and membership clubs — combining people, processes and technology to craft a solution that's now considered the preeminent platform for implementing a successful wellness plan program. Widely regarded as a Business of Wellness™ expert, Bob concentrates on the business strategy for wellness plan programs, including pricing, wellness analytics, marketing, compliance and long-term program growth.

UVP 096 Making Saturdays in the Clinic Fun Oct 28, 2020

Show notes

Dr. Roark and Stephanie have a great question from the mailbag. "Can we make Saturdays in the clinic fun?" Let's get into it! HELPFUL LINKS: www.unchartedvet.com/upcoming

UVP 095 The Phones DO. NOT. STOP. Oct 21, 2020

Show notes

Dr. Andy Roark and Stephanie Goss dig into what to do when you're doing it all right, but the front desk is still overwhelmed! Let's get into it! HELPFUL LINKS: https://www.guardianvets.com/ https://www.unchartedvet.com/upcoming UPCOMING EVENTS: If you like this episode, you've got to check out Dr. Roark's new Workshop on Team Buy In! Head over to https://unchartedvet.com/team-buy-in/ to learn more. Want to do something for your technicians! Register them for the upcoming Cat Handling course with Dr. Roark and Ingrid Johnson. Head over to https://drandyroark.com/product/medicating-cats-positively/ to find out more! ABOUT OUR GUESTS: GuardianVets provides live, virtual support to practices so veterinary professionals can find work-life balance while enhancing client and patient care. Visit guardianvets.com/ for a consultation. Katherine Donahue D.V.M. | Veterinary Medical Director @GuardianVets Jim Poissant | Director of Business Development @GuardianVets

UVP 094 NEW RESEARCH - What Really Keeps Techs Engaged & Satisfied Oct 14, 2020

Show notes

This week on UVP Dr. Andy Roark and David Liss, RVT VTS (ECC, SAIM) discuss new research about what really keeps technicians engaged! If you like this episode, you've got to check out Dr. Roark's new Workshop on Team Buy In! Head over to https://unchartedvet.com/team-buy-in/ to learn more. Want to do something for your technicians! Register them for the upcoming Cat Handling course with Dr. Roark and Ingrid Johnson. Head over to https://drandyroark.com/product/medicating-cats-positively/ to find out more!

UVP 093: Million Dollar Technician (HOF) Oct 07, 2020

Show notes

This week Dr. Andy Roark and Stephanie Goss are off at the (virtual) GSD conference, so we're bringing you a Hall of Fame episode to honor technician appreciation week next week. Let's get into it!

UVP 092: GSD Online Conference Next Week! Sep 30, 2020

Show notes

On this episode of the Uncharted Veterinary Podcast, Dr. Andy Roark and Stephanie Goss break down what you can expect at the GSD online conference October 7th - 10th and explain why it is unlike anything else in veterinary medicine. Get registered NOW at www.unchartedvet.com

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