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.
VHMA Manager to Manager
Claim This Podcastby Veterinary Hospital Managers Association
4.8(20 reviews)
86 episodes
Updated Bi-weekly
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Podcast Authority
BetaFairBased on show quality, social media presence, reviews, charts, and more
Quality64
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Podcast Overview
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.
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Publishing Since
8/24/2020
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Recent Episodes
May 14, 2026
From Chaos to Flow: Urgent Care in the GP Practice
<p dir="ltr">Join me this episode as I sit down with Lindsay Moore, CVPM and veterinary practice manager at <a href= "https://rehobothbeachvet.com/">Rehoboth Beach Animal Hospital</a>, to explore how she helped transform a traditional GP clinic into a structured urgent care model! This is a topic that immediately caught my attention after meeting Lindsay at a conference and seeing firsthand how many hospitals, including my own, struggle with unpredictable emergency demand on top of already packed GP schedules. Lindsay walks us through the moment when the idea sparked during a roundtable discussion at an HMA conference, where conversations with ER and urgent care managers revealed that her practice was actually already treating urgent cases without a system designed to support it!</p> <p dir="ltr">Throughout our conversation, Lindsay explains how she and her team identified a major gap in their community, where the nearest emergency and urgent care options were an hour or more away, forcing their clinic to take on cases that couldn't wait. I am personally stricken by how intentionally she approached the rollout in phases - testing demand, expanding hours, and building trust with both her team and neighboring clinics before fully launching. Listen in as she shares how urgent care quickly revealed strong demand, how scheduling conflicts helped make her aware of the need for a more structured triage system, and how introducing a virtual waiting room changed how they controlled the flow of patients.</p> <p dir="ltr">Lindsay puts so much emphasis on team buy-in, communication, and reducing burnout by rotating doctors between GP and urgent care days instead of placing extra chaos on top of existing schedules. She also shares the impact of the model, including increased efficiency, improved patient outcomes, and financial growth.</p> <p dir="ltr">We also candidly discuss the emotional side of change in veterinary medicine including the hesitation, the exhaustion, and the eventual shift toward a system that feels more sustainable for both teams and patients. By the end of our conversation, I am really left thinking about how many practices are already doing urgent care work without realizing it and how rethinking structure (rather than effort) can completely change the experience for teams, clients, and patients alike! I hope that you enjoy my discussion with Lindsay Moore, CVPM!<br /> <br /> <strong>Show Notes:</strong><br /> [0:34] - Today's sponsor is <a href= "https://instinct.vet/">Instinct Science</a>!<br /> [2:31] - How did the idea of urgent care come to Lindsay?<br /> [4:53] - Lindsay reflects on having identified urgent care needs driven by local emergency gaps.<br /> [6:45] - Lindsay's team launched urgent care in phases after realizing GP overload and client frustration.<br /> [9:05] - After strong demand, Lindsay expanded urgent care and assigned rotating doctor days in order to reduce GP chaos.<br /> [12:51] - Hear how Lindsay's team adopted the model and she launched full community outreach that gained unexpected media attention.<br /> [15:42] - Restructuring urgent care can reduce stress and help staff better manage emotional workload.<br /> [18:38] - Lindsay explains how manual same-day booking created rush-hour chaos.<br /> [20:15] - Hear about how Lindsay realized that scheduling needed triage-based intake, leading me to explore virtual waiting room systems.<br /> [22:20] - Hear how Lindsay implemented a virtual waiting room with triage, drastically improving efficiency.<br /> [25:17] - Urgent care can improve staff control and client flow!<br /> [26:28] - Lindsay credits team collaboration, trust, and rotation schedules for successfully maintaining the urgent care system.<br /> [29:28] - Hear about how establishing urgent care increased revenue, enabled equipment upgrades, and helped support pay raises.<br /> [32:36] - Even just partial implementation of these ideas can improve any veterinary practice!<br /> [33:13] - Lindsay encourages managers to embrace change by identifying service gaps and responding appropriately to community demand.<br /> [35:57] - We wrap up the episode reflecting on urgent care growth, professional collaboration, and ongoing veterinary innovation!<br /> <br /> Thank you for listening. Remember you are not in this alone. Visit our website for more resources.<br /> <br /> <strong>Links and Resources:</strong></p> <ul> <li dir="ltr" role="presentation"><a href= "https://www.vhma.org/home">VHMA Web Page</a></li> <li dir="ltr" role="presentation"><a href= "https://www.vhma.org/resources/coronavirus">VHMA Coronavirus Resources</a></li> <li dir="ltr" role="presentation"><a href= "https://www.facebook.com/veterinaryhospitalmanagersassociation/">VHMA Facebook</a></li> <li dir="ltr" role="presentation"><a href= "https://twitter.com/VHMAssoc">VHMA Twitter</a></li> <li dir="ltr" role="presentation"><a href= "https://www.linkedin.com/company/vhma/">VHMA on Linkedin</a></li> <li dir="ltr" role="presentation"><a href= "https://rehobothbeachvet.com/">Rehoboth Beach Animal Hospital Web Page</a></li> <li dir="ltr" role="presentation"><a href= "https://instinct.vet/">Instinct Science Web Page</a></li> </ul>
April 9, 2026
Keeping Private Practice Relevant in the Corporate Landscape
<p dir="ltr">For this episode of the podcast, I am joined by <a href= "https://www.linkedin.com/in/varuna-trivedi-a8a2a64b/">Varuna Trivedi</a>, Director of Operations at <a href= "https://beamvetcare.com/">BEAM VetCare</a>. Varuna has worked across dentistry and veterinary practice management in multiple countries, and she discusses what it really means for private practices to stay competitive in a world in which corporate healthcare systems are constantly expanding!</p> <p dir="ltr">We spend some time discussing how convenience has become the baseline expectation for modern clients. Online booking, text-to-pay, and quick communication aren't just "nice extras" anymore; they are simply part of how people expect care to work, and I share what I have been seeing in my own practice as we start to use tools such as AI-assisted documentation and after-hours automation. Varuna explains how technology can remove administrative overload so that doctors and technicians can focus more on client connection and patient care!</p> <p dir="ltr">We also talk about the power of human relationships in veterinary medicine. After all, clients definitely still value the doctor or technician who knows their family's story, remembers their milestones, and provides consistent care over time. Corporate clinics often deliver efficiency and standardized workflows, but we agree that private practices can truly stand out, and we touch upon some practical ideas as well such as forward booking, treatment coordinators, flexible scheduling for staff, and benefits like wellness stipends that are reflective of different life stages. Varuna also shares her experience using in-house diagnostics technology, including the imagist microscope from <a href= "https://www.zoetisdiagnostics.com/us/">Zoetis</a>, to make routine testing faster and more affordable for clients!<br /> <br /> At the core of this episode of the show, though, is ultimately one simple idea: private practices don't need to outspend corporate systems! Instead, they can stand out by blending modern efficiency with empathy, staff empowerment, and authentic client connection!<br /> <br /> <strong>Show Notes:</strong><br /> [0:34] - Today's sponsor is <a href= "https://otto.vet/vhma/">Otto</a>!<br /> [1:59] - <a href= "https://www.linkedin.com/in/varuna-trivedi-a8a2a64b/">Varuna</a> discusses how some similarities between dentistry and veterinary medicine also require learning some nuanced differences between the two.<br /> [3:50] - Varuna argues that staying relevant means using technology and human connection such as <a href= "https://www.zoetisdiagnostics.com/us/">Zoetis</a> tools.<br /> [6:45] - Hear how AI scribing reduces burnout, improves workflow, and helps clinics maintain personal client conversations!<br /> [9:39] - Varuna asserts that private practices should blend online convenience with real relationships better than corporate veterinary systems!<br /> [11:55] - Technology such as text payments improves efficiency, but long-term staff and client relationships still ultimately preserve compassion!<br /> [13:29] - Varuna argues that private clinics thrive by promoting autonomy, mentorship, and relationship-focused care instead of competition.<br /> [15:39] - It's important to celebrate long-tenured staff publicly and internally to help promote loyalty, consistency, and client trust.<br /> [18:09] - Varuna believes that flexible scheduling and mentorship can help reduce burnout, support growth, and also help retain clinicians!<br /> [21:41] - Varuna advises creating passion-based career roles to retain staff more effectively than just merely raising salaries.<br /> [22:59] - Hear how scheduling dedicated time for staff roles can help improve workflow, reduce burnout, and strengthen job identity.<br /> [25:23] - Hear how automating administrative tasks with AI tools improves efficiency, staff focus, and workplace satisfaction.<br /> [28:15] - Ultimately, flexible, personalized benefits better match employees' life stages and interests than uniform packages.<br /> [29:47] - Varuna believes that veterinary care should highlight empathy while also improving treatment communication, follow-up, and client education.<br /> [33:00] - Empowering staff to follow up on estimates improves client service, practice revenue, and engagement!<br /> <br /> Thank you for listening. Remember you are not in this alone. Visit our website for more resources.<br /> <br /> <strong>Links and Resources:</strong></p> <ul> <li dir="ltr" role="presentation"><a href= "https://www.vhma.org/home">VHMA Web Page</a></li> <li dir="ltr" role="presentation"><a href= "https://www.vhma.org/resources/coronavirus">VHMA Coronavirus Resources</a></li> <li dir="ltr" role="presentation"><a href= "https://www.facebook.com/veterinaryhospitalmanagersassociation/">VHMA Facebook</a></li> <li dir="ltr" role="presentation"><a href= "https://twitter.com/VHMAssoc">VHMA Twitter</a></li> <li dir="ltr" role="presentation"><a href= "https://www.linkedin.com/company/vhma/">VHMA on Linkedin</a></li> <li dir="ltr" role="presentation"><a href= "https://www.linkedin.com/in/varuna-trivedi-a8a2a64b/">Varuna Trivedi on LinkedIn</a></li> <li dir="ltr" role="presentation"><a href= "https://beamvetcare.com/">BEAM VetCare Web Page</a></li> <li dir="ltr" role="presentation"><a href= "https://www.linkedin.com/company/mlvets/">BEAM VetCare on LinkedIn</a></li> <li dir="ltr" role="presentation"><a href= "https://otto.vet/vhma/">Otto Web Page</a></li> <li dir="ltr" role="presentation"><a href= "https://www.zoetisdiagnostics.com/us/">Zoetis Web Page</a></li> </ul>
March 12, 2026
Practice Progress: Navigating Change in Vet Med
<p dir="ltr">I am really excited to have <a href= "https://www.linkedin.com/in/karenhartcvpm/">Karen Hart, CVPM, CCFP</a>, on the podcast. Karen is the Director of Hospital Operations at the <a href="https://bevsvt.com/">Burlington Emergency and Veterinary Specialists (BEVS)</a> and is an MIT-trained engineer turned veterinary practice manager. Leading people through change has taught me something truly humbling: enthusiasm alone doesn't bring others along, and Karen discusses what it actually takes to make change work in the real world of veterinary medicine!</p> <p dir="ltr">Listen as Karen walks us through her journey and how she spent her career stepping into practices specifically to lead transformation. She has implemented technician triage programs, restructured workflows, and has even driven full cultural resets, and what I especially love about her perspective is that she doesn't treat change as chaos but rather as a system - one that can be designed, tested, adjusted, and strengthened.</p> <p dir="ltr">Karen and I also get honest about the parts that no one likes to talk about - software changes that take far longer than expected and inspections landing at the worst possible time, protocols that suddenly don't fit your new workflows, and burnout that starts before the change even begins. I reflect on how I underestimated the emotional weight of one of our biggest transitions and how that stress spilled over to my team in ways that I didn't even intend.</p> <p dir="ltr">Karen even reminds us that people don't hate change itself; instead, they hate the discomfort that comes with it, and together, we unpack why timing, pre-planning, and communication matter more than any tool or platform. We discuss blind spots, decision fatigue, and the reality that as leaders, even when a change isn't your fault, it's still your responsibility to guide people through it.</p> <p dir="ltr">We explore what true buy-in looks like: starting with the "why," inviting real input, building timelines that respect human limits, and mixing quick wins with slower, harder shifts. From handling change-averse team members to reframing setbacks as resilience, this conversation is about leading with clarity, empathy, and accountability! I hope that you enjoy my conversation with Karen Hart!</p> <h3 dir="ltr"><br /> Show Notes:</h3> <p dir="ltr">[1:56] - Hear how, driven by engineering and systems thinking, <a href= "https://www.linkedin.com/in/karenhartcvpm/">Karen Hart</a> leads large-scale change across practices.<br /> [4:16] - I point out how better technician utilization and triage can reduce doctor stress while changing how practices function.<br /> [5:34] - Karen believes that change is uncomfortable but worthwhile, and software transitions require at least a full year.<br /> [8:37] - Underestimating preparation time increases stress, yet leaders must still guide teams through inevitable pain points.<br /> [11:03] - Karen argues that real buy-in begins with shared purpose, deep listening, and collaborative decision-making.<br /> [14:39] - Thoughtful timing and quick wins help teams adapt without burning out!<br /> [17:32] - Karen talks about how her love of change is a blind spot, so she has to balance realism, positivity, and personal bandwidth.<br /> [20:34] - Karen argues that change has to be anchored in purpose, with firmness and compassion when some can't adapt.<br /> [23:05] - Patient-centered purpose and honest feedback help sustain teams when change becomes hard.<br /> [25:53] - Hear how self-awareness, humility, and course correction change failed attempts into resilience.<br /> [28:45] - Empathetic feedback systems protect teams while also acknowledging limits beyond our control.<br /> [31:36] - Karen explains how tracking metrics while managing timing and narrative strengthens culture via change.<br /> <br /> Thank you for listening. Remember you are not in this alone. Visit our website for more resources.</p> <h3 dir="ltr"><br /> Links and Resources:</h3> <ul> <li dir="ltr" role="presentation"><a href= "https://www.vhma.org/home">VHMA Web Page</a></li> <li dir="ltr" role="presentation"><a href= "https://www.vhma.org/resources/coronavirus">VHMA Coronavirus Resources</a></li> <li dir="ltr" role="presentation"><a href= "https://www.facebook.com/veterinaryhospitalmanagersassociation/">VHMA Facebook</a></li> <li dir="ltr" role="presentation"><a href= "https://twitter.com/VHMAssoc">VHMA Twitter</a></li> <li dir="ltr" role="presentation"><a href= "https://www.linkedin.com/company/vhma/">VHMA on Linkedin</a></li> <li dir="ltr" role="presentation">Episode Sponsor: <a href= "https://www.epiqah.com/">Epiq Animal Health</a></li> <li dir="ltr" role="presentation"><a href= "https://www.linkedin.com/in/karenhartcvpm/">Karen Hart, CVPM, CCFP on LinkedIn</a></li> <li dir="ltr" role="presentation"><a href= "https://bevsvt.com/">Burlington Emergency and Veterinary Specialists (BEVS) Web Page</a></li> <li dir="ltr" role="presentation"><a href= "https://www.linkedin.com/company/burlington-emergency-and-veterinary-specialists-bevs-/"> Burlington Emergency and Veterinary Specialists (BEVS) on LinkedIn</a></li> </ul>
86 total episodes available
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