The Uncharted Veterinary Podcast

Latest Episodes:

UVP 011: People Keep Changing Our Prices Mar 27, 2019

Show notes

Are your clinic prices set in stone, or do your vets and techs treat them like flexible guidelines? People changing the prices in vet clinics is a regular occurrence in vet medicine. How do you get them to understand how damaging this is to the practice? How do you get them to buy into the idea that we actually have to charge the prices we set? Dr. Andy Roark and Stephanie Goss break it all down. Got a question on your mind that you'd like Andy and Stephanie to answer? Want to give them some feedback on how the podcast is going? You can! Just shoot an email to podcast@unchartedvet.com Do you love what you hear on this podcast? If so, maybe you need to be part of the Uncharted Veterinary Community. Check out www.UnchartedVet.com to learn more!

UVP 010: Can I Talk to You When You Get a Minute? Mar 20, 2019

Show notes

The Uncharted April Conference is SOLD OUT! But you can still get in on the action if you join the online community now. Check it out at www.unchartedvet.com In this episode, Dr. Andy Roark and Stephanie Goss talk about the dread we all experience when someone says something like: “Hey, can I talk to you tomorrow?” Andy thinks there are deep-seated roots to this anxiety, and Stephanie talks about how managers feel it just as much as staff. So, what can you do about it? Andy and Stephanie lay out mental tricks to reduce this fear, and a communication hack that nips it in the bud. They then discuss why leaders should be aware of the fear this approach causes, and how they can accomplish what they need without sending someone they work with into a mental death roll.

UVP 009: The Vet Down The Road Is Cheaper Mar 13, 2019

Show notes

We have a new email address! Let us know how we're doing (after writing us a review on iTunes, por favor), tell us how we could be better, and/or ask us your questions at podcast@unchartedvet.com The April Uncharted Veterinary Conference is SOLD OUT!!! Join our online community at www.UnchartedVet.com to watch live feeds and fresh footage as it comes out of the conference. In this episode (recorded earlier this year), Dr. Andy Roark and Stephanie Goss talk about a city veterinarian who quoted a pet owner $1,100 for a service and a country veterinarian who quoted less than $200 for “the same service.” It was national news in Canada a few years ago. While this may be an extreme case, pet owners getting very different estimates from different vet clinics is becoming increasingly common. Andy talks about how the gold standard of care and the lowest acceptable level of care are getting farther and farther apart and how that is changing the landscape of medicine. Stephanie shares a story from just a few weeks ago in her own clinic, and together they break down what to say to the pet owner who has vastly different estimates and how to say it. If you’d like to learn more about the original story [Note: our advice is to not read the comments if you want to have a happy day], then you can find it here: https://www.cbc.ca/news/canada/manitoba/veterinarians-price-differences-shock-manitoba-pet-owner-1.1895392 If you’re loving this podcast and wish that you could be immersed in conversations like this about your own practice or job, you should consider joining Uncharted! Learn more and register for membership at www.unchartedvet.com

UVP 008: Joy and Happiness In Vet Med Mar 06, 2019

Show notes

Joy and Happiness in Vet Med is an excerpt from a keynote lecture by Dr. Andy Roark. Too often in veterinary medicine, we are led to believe we should have days packed with smiles and kittens and laughter. If our days don't look like that, we must be failing. Social media has just made these feelings worse for many of us. This perspective is misguided, and all of us in veterinary medicine are being affected. So let's talk about it... what does it mean to be happy?

UVP 007: "Love is a Battle Field" Front Vs Back Feb 27, 2019

Show notes

In this episode, Dr. Andy Roark and Stephanie Goss talk about why the veterinary front staff and the back staff go to war, what's good about these conflicts (YES! There are good parts!), what's bad about them, and how to address it so you can keep the good and lose the bad. Andy talks about why front vs back is often not the real problem but instead a symptom of other issues, how these behaviors become chronic, and the practice diagnostics to run to figure out what's really going on. Stephanie explains the importance of candid conversations among the leadership team, 1-on-1s with key people on the floor, and (possibly) team meetings. Andy and Stephanie discuss how and why these meetings often go terribly wrong, what you can do to avoid having that happen. Dr. Katie Berlin joins the podcast to share a true story of front desk vs associate vet, and how she and her team fixed the problem and moved one step closer towards practice bliss. Love the podcast? You probably need to be an Uncharted member. Learn more and then join the tribe at www.UnchartedVet.com Our Guest: Dr. Katie Berlin is a small animal vet, word nerd, marathon runner, group exercise instructor, and shiny object chaser from York, PA. She graduated from Williams College with a degree in Art History and worked in art museums before going back to school and earning her DVM from Cornell in 2009. She is an avid supporter of Fear Free and low stress practice methods and the battle against burnout and compassion fatigue in the veterinary profession.

BONUS: Uncharted Conference Companion - April 2019 Feb 22, 2019

Show notes

Uncharted Conference Companion - The April 2019 Uncharted Conference is right around the corner! This bonus episode of the podcast has EVERYTHING you need to know about how Uncharted works, what it is, and what's going to happen in Greenville SC on April 25-28, 2019. In this episode, Andy and Stephanie unpack the Anchor Ball, all the workshops, the main stage talks, the mic drop talks, and even the brand-new Choose Your Own Adventure sessions. They lay out the social events, and even how the conference wraps up and sends people home with both a plan and the support they need to carry it out. To become a member and register for the conference, visit www.UnchartedVet.com Workshops/main stage talks include: Dr. Adam Little - State of Vet Medicine and the Impact of Technology Dr. Adam Little - Cultivating an Entrepreneurial Mindset in Your Practice Dr. Andy Roark - Collaboration Skills for Growth & Culture Dr. Phil Zeltzman - Blogging Like A Boss Dr. Mary Ann Vande Linde - Team Power: Adding Value to Your Visits Dr. Mary Ann Vande Linde - Creating Traction with Your Team – The Level 10 Pulse Meetings Dr. Caitlin DeWilde - Comprehensive Marketing Plans Dr. Caitlin DeWilde -Social Media ROI Dr. Brian Bourquin and Paul Materas - Creating the Ultimate Pet Owner Experience Bill Schroeder - Creating and managing content that pet owners and search engines crave! Bill Schroeder - Tap. Tap. Tap…is this thing on? A lesson in digital marketing return on investment. Jenn Galvin - X Marks the Spot - A Map to Growing Your Hospital Senani Ratnayake - Staff Utilization & Engagement Dr. Amy Snyder - Keeping your team on course using effective feedback Tosha Zimmerman - Recruiting Outside the Box Asa Pogrelis -Embracing Innovation and the Client Experience *** Titles subject to change and sessions are still being added!

UVP 006: "Stop Doing That!" How To Give Feedback Feb 20, 2019

Show notes

Andy & Stephanie team up with "The Administrator" Mike Falconer to discuss one of the most vital skills anyone working in veterinary medicine can have: giving feedback. The gang discusses the old compliment-critique-compliment model of feedback (aka "the poop sandwich"), negative reinforcement, validation, temperature taking, "the mention," and how to talk to your co-workers and staff in a way that gets you heard. If you enjoy this podcast and/or the way we focus on building a great, supportive culture in veterinary clinics, then maybe you need to be a part of the Uncharted Veterinary Community. Learn more at www.Unchartedvet.com For more on the feedback model: The Effective Manager (from Manager Tools) - https://www.amazon.com/Effective-Manager-Mark-Horstman-ebook/dp/B01H9E36OG/ref=sr_1_2?ie=UTF8&qid=1550592308&sr=8-2&keywords=the+effective+manager About our guest, Mike Falconer: Originally hailing from Scotland, and after a career in the entertainment lighting business, Mike is the Hospital Administrator for a 14-doctor veterinary practice in Las Vegas. A Hospital Administrator for 12 years, Mike also writes, speaks and consults on management, human resources, marketing, and social media. A Top Writer for 2018 on Quora, winner of the Founders Award from the Uncharted Veterinary Conference, and frequent poster to his own blog, Mike is also involved in various veterinary management, human resources, and marketing organizations. Mike supports retired Greyhound rescue and shares his home with and retired racer, Chip, a Russell Terrier Mix named Dapple, and an ancient lab mix, and rising Instagram star, called Jet. In his spare time, Mike is a voracious reader, consumer of film, and theater patron. He also spends far too much time, online, giving people a piece of his mind.

UVP 005: My Boss Eye Rolls at Life Balance SO HARD Feb 13, 2019

Show notes

"What do you do when your boss eye rolls whenever you bring up life balance? His pupils honestly disappear into the back of his head." Most of us understand the need for life balance. We all need to unplug and recharge sometimes. Coming to that realization isn't much of a struggle for most of us (although some perfectionists really struggle with it). What is a challenge almost all of us is getting the people we work with to recognize our need for life balance and respect it. After all, everyone wants you to have life balance... until it means you won't be coming to help them when they are panicking. In this episode, Dr. Andy Roark and practice manager Stephanie Goss break down the hard truths of life balance and why your boss/staff don't want to hear about it. They unpack what is productive to say, what is not, and how you can generally get much more by saying much less. Key themes include: - Life balance is generally a poor description of what most of us are seeking - Thinking of balance as ocean tides is often more helpful - For you, life balance happened 6 months ago - Why talking about life balance is generally a bad idea - When to take time for you vs when to back up your team - Recharging vs. the Golden Rule - What to say about life balance and how to say it If you like this podcast and would like to go deeper, consider becoming an Uncharted member and joining our community. Learn more at www.UnchartedVet.com

UVP 004: How To Coach Your Veterinary Team Feb 06, 2019

Show notes

Have you ever worked with someone who has habits that are holding them and your practice back? Maybe someone who even recognizes they have a weakness or bad habit, but falls off the wagon when it comes to actually fixing that problem? Do you know how to coach that person to help them grow and develop? That's what this episode is all about! In this episode, Dr. Andy Roark, Dr. Dave Nicol, and practice manager extraordinaire Stephanie Goss break down how to talk to this person, how to get them to buy into their own growth, and how to hold them accountable. This episode is a follow-up to episode 001: Coach or Move On which was about whether you should coach or part ways with a struggling team member. If you don't know whether the team member in question can be saved, we'd recommend starting there. Our guest: Dr Dave Nicol has worked in senior leadership roles or owned some of the UK and Australia’s largest veterinary groups. He has published three books, hundreds of articles and speaks globally on how vets can develop high performing veterinary practices. Based in the UK, Dr Dave partners with individuals and businesses around the world to help them rapidly grow by harnessing the power of leadership, marketing and people Learn more about VetX here: https://www.drdavenicol.com/vetx-grad Like this podcast? You might just love the Uncharted Veterinary Community. Learn more at www.unchartedvet.com

UVP 003: You Should Be Proud Jan 30, 2019

Show notes

This episode is a reading of the article by Dr. Andy Roark titled "You Should Be Proud," which can be found on www.drandyroark.com If you work in veterinary medicine, I hope you'll take a few moments to listen... and to remember that what you do matters. You are making the world a better place. You should be proud. Learn more about Uncharted at www.unchartedvet.com

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