Podcast
VHMA Manager to Manager
Hosted by Veterinary Hospital Managers Association · EN
For over 30 years, the Veterinary Hospital Managers Assn has worked to offer support and education for those who manage veterinary practices. The VHMA M2M podcast series is designed to tackle timely situations that are universal in practice. Listen for this month's advice from experts in the trenches.
37episodes
Episodes
Newest firstAll episodes
Staff Meetings
May 10, 2023Tap to summarizeWhen it comes to staff meetings, we know they can be painful. Whether you are waiting for the same team member to show up on time, listening to complaints with no real solution in sight, or putting unrealistic expectations on yourself as a facilitator, we know that staff meetings don't always accomplish what they should. You may leave staff meetings and ask yourself, "What went wrong?" Today's guest is Katherine Rankin and she joins the VHMA Manager to Manager Podcast to talk about staff meetings and how to avoid some common problems. Katherine is a CVT and CVPM with over 20 years experience. She started out as a technician and worked her way up to practice manager who is frequently facilitating staff meetings. She offers a lot of great tips on how to manage these staff meetings and how we can utilize the expertise of other team members to help, enter with an open mind, and leverage technology to make sure no one misses a thing. Show Notes: [2:09] - For some staff meetings, they can be broken into departments rather than having the entire staff in one at the same time. [3:45] - Late meetings and especially early meetings are not the best idea. [4:25] - No matter what, timeliness is an issue for some people on every team. [6:23] - Meetings need a solid facilitator but we don't train people on how to run them. [7:46] - Katherine shares how they manage the agenda of a staff meeting. [9:07] - Is the meeting to air issues and complaints or is the meeting run with the intent of finding a solution? [10:54] - We can't go into a meeting with the expectation that we have to solve all the problems. That is too much unrealistic responsibility. [12:45] - Team members should be able to present to the meeting. It is more engaging to listen to varying team members. [14:43] - In some situations, virtual meetings might work. But they aren't as effective as in-person. [16:20] - The technology is available and simple to use. Record a meeting for a team member that can't make it. [17:14] - Katherine shares some of the things that have not been successful in staff meetings. [18:21] - There is no one-size-fits-all for staff meetings. If something isn't working, change it. [19:43] - Bringing in representatives from other teams to smaller department meetings can help clear up issues without wasting other peoples' time. [21:02] - Be open and be able to listen. Be okay with other team members bringing in ideas. Thank you for listening. Remember you are not in this alone. Visit our website for more resources. Links and Resources: VHMA Web Page VHMA Coronavirus Resources VHMA Facebook VHMA Twitter VHMA on Linkedin
Transcribe →Diagnosing for Effective Organizational Plan Design
Jan 12, 2023Tap to summarizeAt the start of every new year, many of us are setting up plans for the coming months. With this comes a lot of solutions, but do we really know what the problem is? We seem to jump to the plan real fast, but maybe we don't determine the problem in its entirety first. Today's guest is former VHMA President, Jim Nash. Jim has 20 years experience in Veterinary medicine and has served on the VHMA board for 13 years. He says that critical issues projects are near and dear to his heart and in today's episode, he discusses present-day critical issues and how we can look at them through a diagnostic lens. This topic is so important as the landscape of Veterinary medicine has changed rapidly in recent years. Everything should be revisited and reviewed to help us all create an effective organizational plan. Show Notes: [2:40] - Organizational plans are a newer development in recent years as veterinary medicine changes rapidly. [4:04] - Critical issues planning recently have included the workforce crisis. [5:23] - How do we look at a problem and design a solution around that problem? [7:06] - Looking at a critical issue with a diagnostic lens, it allows us to let go of preconceived notions. [9:02] - The rapid growth in the organization has taken a toll. [10:30] - Just because it has been done one way for a while, doesn't mean that it is the right thing to do. Everything should be reviewed. [11:49] - The idea of efficiency needs to be redefined as well. What does it mean in the present? [13:00] - One tool to look at as an efficiency marker is revenue per team member hour. [15:32] - Part of the diagnosis solution could be to look at past strategies and try them again. [16:08] - Engagement is a critical piece to the organizational plan. [17:21] - Jim shares an experience with a client that was upset about delays. Delays in service is a critical issue. [18:55] - What's a different way to provide veterinary medicine to serve everyone? There's not a current answer to that question. There's a finite number of clients we can see. [20:49] - Presently, there is a unique opportunity in this industry for innovation. [23:16] - Sincerely thank the people you are leading. [24:04] - It is important to have someone you really like at work. How are we making it so that we have fun and enjoy the time we have together to build camaraderie? [26:23] - There's a new level of flexibility and give-and-take that we've never had to consider pre-Covid. Thank you for listening. Remember you are not in this alone. Visit our website for more resources. Links and Resources: VHMA Web Page VHMA Coronavirus Resources VHMA Facebook VHMA Twitter VHMA on Linkedin
Transcribe →Love Your Job with Susie Crockett
Oct 12, 2022Tap to summarize"I love my job!" When was the last time you said that? Or thought about it? Somehow it has become unpopular to love our job. Many people immediately jump to the negative and dread the challenges because we've been taught that work isn't gratifying. But today's guest proves that this way of thinking can have detrimental effects on your work-life balance and personal wellness. Susie Crockett is the Director of Practice Management in the greater Indianapolis area and has been a CVPM since 2009. She began her career in the veterinary hospital world 23 years ago and over the years has discovered a manager's tendency to focus on the negatives and experience fear in setting boundaries. In today's episode, Susie discusses why boundaries are important and how you can set better boundaries. How does this tie into loving your job? By helping you regain passion for what you do. Show Notes: [2:38] - We hear so much negativity sometimes and we start to resent it. [3:40] - Loving ourselves and setting boundaries are the keys to regaining passion for what we do. [5:09] - Sometimes we put ourselves in a rough position when we help others too much. [6:16] - Teach people how to treat you. [7:19] - Part of what we do as managers is help team members advocate for themselves. [9:02] - Susie shares a way to set boundaries through role playing. [11:51] - When you say yes so often, everyone will get used to it and continue to ask for more. [13:05] - Why do we struggle as managers to set boundaries? [16:01] - Boundaries are personal wellness and are different for everyone. [18:08] - What makes you happy and love your job? [19:33] - There may be things you do that others won't as their boundary. The things you choose to do are not required of others. [22:01] - You don't have to dread the challenge. [23:34] - We tend to go to the negative, but your life will change if you can change that pattern. [24:30] - You cannot make someone else feel happy. [25:44] - Reflect on the things that you really love about your job and find them everyday. [27:41] - This is not a one-size-fits-all process. Thank you for listening. Remember you are not in this alone. Visit our website for more resources. Links and Resources: VHMA Web Page VHMA Coronavirus Resources VHMA Facebook VHMA Twitter VHMA on Linkedin
Transcribe →Implementing a Technician Triage Program with Karen Hart
Jul 30, 2022Tap to summarizeIt seems like this year's caseload has been very overwhelming! And no matter how many people are on the team, it makes things feel like we're understaffed. We are always looking for great ideas to keep the team feeling empowered but also ensuring that clients are taken care of quickly and efficiently. That's why Karen Hart joins the podcast today with a program her practice developed called the Technician Triage Program. Karen Hart is the practice manager at Lamoille Valley Veterinary Services in beautiful Hyde Park, Vermont. She has been there since 2017 and comes to this field with a degree in engineering. In this episode, Karen shares how her practice developed this program and what problems it solved. They were faced with several challenges and modeled their triage process after the traditional triage system in human hospitals. What's working and what can you take away to use in your practice? Show Notes: [2:43] - Because of the desperate need for staff, Karen developed the Technician Triage Program. [3:50] - Similar to a human hospital, technicians triage the client prior to seeing the vet. [4:58] - Karen describes how she and the practice owner arrived at this idea. [6:18] - It took a while to work out all the kinks and Karen shares some of the concerns they had before rolling this out for all patients. [7:38] - Who are the team members that are a part of the triage team? [9:19] - At their hospital, they require technicians to be credentialed. [10:11] - Phased training helped roll this program out and built empowerment for technicians. [11:27] - Some people are very content in their position and don't want to advance. [12:51] - Sometimes there are things that won't work out. Karen shares what took off and what didn't in implementing this plan. [14:21] - As a manager, it is important to keep an open mind. [15:49] - By using the human hospital as a model, it makes it a lot easier to communicate the process to clients in a way that is relatable. [18:29] - There are some things that doctors just don't have to do. This method makes visits quicker and easier for clients. [20:01] - Initially, Karen thought they would be admitting more overnight patients, but that didn't work. [22:10] - Sometimes clients just don't see what else is going on. Their issue is their emergency but may just need a brief assessment through triage. [25:27] - There are valid concerns to think about. Thank you for listening. Remember you are not in this alone. Visit our website for more resources. Links and Resources: VHMA Web Page VHMA Coronavirus Resources VHMA Facebook VHMA Twitter VHMA on Linkedin Lamoille Valley Veterinary Services
Transcribe →Supporting Team Morale in Trying Times with Linda McCarthy
Mar 21, 2022Tap to summarizeTwo years ago, everything changed with the onset of the Covid-19 pandemic and truly, the world will never be the same. Now, two years later from those massive adjustments, morale could still be an issue. How can we as managers help boost morale and support the team during trying times? Today's guest is Linda McCarthy, one of 2022 VHMA Emerging Leaders. She started as an assistant in 2003 and has worked her way into the management role at Cats Corner in Oxford Connecticut. She brings to us some great actionable tips and strategies to keep spirits lifted in the practice even when days are hard. Show Notes: [1:58] - Linda's practice is still strictly curbside which makes things continue to be a bit stressful. [3:00] - People have been able to adapt and now flexibility is the norm. [4:18] - As many practices are adapting again to let clients in the building, there's more adjustment for teams to make. [6:15] - Linda shares some strategies to boost morale during particularly rough days. [8:14] - There are a lot of things that are unpredictable everyday. [9:20] - Acknowledge emotions and need for space. [11:03] - Attendance can be a struggle during trying times. [13:51] - One solution to knowing attendance issues during Covid is to overstaff. [14:47] - Bring team members together to discuss issues. [16:05] - We all have things in common. Get to know everyone to help build morale. [17:53] - Connections don't always happen organically. Managers need to put some energy into team building. [18:15] - Bonusly is a great app for supporting morale. [19:36] - There's a chain reaction in recognizing team members. [20:18] - Gas prices being up is a stressor for employees. [21:30] - Remember that employees spend 40 hours a week with each other. Personal problems might come into play as we are all human. [22:49] - Part of the manager's job is to praise and lift others up. Have a plan. Thank you for listening. Remember you are not in this alone. Visit our website for more resources. Links and Resources: VHMA Web Page VHMA Coronavirus Resources VHMA Facebook VHMA Twitter VHMA on Linkedin Cat's Corner Veterinary Hospital on Facebook Linda McCarthy on LinkedIn
Transcribe →Navigating the Owner and Manager Relationship with Brent Bilhartz and Becca Bucker
Jan 26, 2022Tap to summarizeWhen it comes to the working relationship between a practice owner and the manager, things can go smoothly or can be very rocky. This relationship is crucial for a successful practice, so how can we implement systems and improve our communication to strengthen this partnership? Today's guests are Brent Bilhartz and Becca Bucker from LazyPaw Animal Hospital in Frisco, Texas. Brent, the owner, relies on Becca, the manager, for certain things as she relies on him and because of their clearly defined job descriptions, there is little to no confusion or stepping on toes. By starting with these clear job descriptions and responsibilities, they also discuss today the importance of regularly scheduled meetings and not managing by ambush. This episode is packed with a lot of great tips and advice for those looking to improve their working relationship and to continue developing a strong practice culture. Show Notes: [2:50] - Communication and not taking things personally is a huge component to a smooth working relationship. [4:09] - Brent also emphasizes the importance of prioritizing meetings to properly communicate. [5:08] - Have a system in place to be sure that meetings are not interrupted unless it is an emergency. Set the boundaries and expectations. 6:18] - If approached with something that he doesn't need to handle, Brent directs team members to Becca. [7:34] - Job descriptions need to be very clear and Becca says to stay in your lane. [9:05] - The onboarding process helps make clear the person to go to for different scenarios. [9:57] - Play to your strengths. [11:35] - Brent gives Becca more jobs than she can handle to force delegation. [13:08] - Sometimes a person is not upset at you, but rather the situation. [14:08] - Always go into a situation with a cool head. [15:08] - Some things do not need to be resolved in the hallway. Don't manage by ambush. [16:51] - There's a difference between things discussed in a meeting and conversations that are just chit-chat. [17:33] - Brent, as the owner, is not in charge of hiring and firing. [19:00] - Try to see all points of view. [21:28] - Commonly complained on the forum, Brent addresses why people are struggling with the owner/manager relationship. [22:51] - At their practice, all ideas are welcome as long as everything is presented in a meeting. [24:44] - Managers must delegate tasks. Their job is to make sure things get done, not that they are the ones that must complete them. Thank you for listening. Remember you are not in this alone. Visit our website for more resources. Links and Resources: VHMA Web Page VHMA Coronavirus Resources VHMA Facebook VHMA Twitter VHMA on Linkedin LazyPaw Animal Hospital
Transcribe →Creative Discipline with Jessie Merritt
Dec 15, 2021Tap to summarizeIn this post-pandemic climate, we have discovered that discipline for not following protocol has changed. Managers are feeling the pressure to maintain these protocols and keep turnover rates as low as possible by keeping a happy and efficient team. It is certainly more complicated than it was pre-Covid and today's guest helps us with her tips and passion for team dynamics. Jessie Merritt joins us today as the Practice Manager of Oswego Veterinary Hospital. She is active within the Veterinary Hospital Managers Association and in her 19 years as a practice manager, Jessie has found her strength in practice culture, team dynamics, and client retention. In today's episode, Jessie shares how her practice has seen little turnover in the last couple of years and how she maintains healthy boundaries with team members. Although keeping these boundaries is important, Jessie is able to also show her genuine care and transparency in motivation to keep her team working efficiently and meeting expectations. Show Notes: [2:25] - In the beginning of the pandemic, a lot of performance measures were overlooked. [3:35] - Jessie shares how she was clear that these temporary conditions were not the new normal as offering grace was important during that time. [4:50] - Client service changed drastically for a while with curbside for a long while. [6:30] - Jessie explains how the changes in employment and the "playing field" have impacted the way she has conversations with employees. [8:23] - It's one thing to offer raises or bonuses as they are earned but another to feel obligated to be forced to. [10:08] - The ripple effects of turnover is putting a lot of pressure on managers. [12:50] - It's hard to have difficult conversations, but it is unfair to rely on others to pick up the slack of employees who are not meeting expectations. [14:20] - Jessie shares some initiatives to keep employees motivated and feel appreciated. [17:01] - Debbie suggests "birthday pay." [18:14] - Jessie shares that they are fully staffed and have not had much turnover. [20:33] - Regarding documentation, Jessie explains that she prefers authentic conversations and brainstorming ways to help team members meet expectations. [21:21] - Choose your battles. [23:00] - Some practices still see Covid as a hindrance for attendance but things are looking much better in recent months. [25:04] - Transparency in motivation is important to Jessie and her team members know that. This creates trust and openness in conversations. [27:02] - Having conversations is more impactful than strong discipline. [28:10] - You can show genuine care for your team members while still having healthy boundaries. Thank you for listening. Remember you are not in this alone. Visit our website for more resources. Links and Resources: VHMA Web Page VHMA Coronavirus Resources VHMA Facebook VHMA Twitter VHMA on Linkedin Jessie Merritt VHMA Profile Oswego Veterinary Hospital Website
Transcribe →