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)
88 episodes
Updated Bi-weekly
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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
July 9, 2026
Managing with Positivity in a Challenging Veterinary Culture
<p dir="ltr">Join me in welcoming Ericka Taipalus, CVPM CVT to the show for this episode! Ericka is one of the Veterinary Hospital Managers Association's 2026 Emerging Leaders and manages a team of two doctors and eight staff members at <a href= "https://lakeviewanimalclinicwi.com/">Lakeview Animal Clinic</a> in Pewaukee, Wisconsin, and she joins me for this episode to discuss what it really takes to create a healthier workplace culture in veterinary medicine. She shares her journey from veterinary technician to practice manager and reflects on stepping into leadership during one of the most challenging periods our profession has faced- the COVID-19 pandemic. We also talk about the realities of burnout, staffing shortages, uncertainty, and the lingering effects of working in environments where people are focused on simply getting through the day.</p> <p dir="ltr">Ericka really highlights trust, consistency, and emotional intelligence. Rather than relying on top-down management, she explains how involving team members in decision-making, encouraging open communication, and creating psychological safety helped change her practice's work culture. We talk about the importance of helping employees understand the "why" behind changes and creating an environment where people feel comfortable voicing their concerns, ideas, and mistakes, and Ericka shares some practical insights into change management, including lessons learned from major transitions and how leaders can reduce fear and uncertainty by listening before acting. We explore why positivity is often misunderstood and why, from Ericka's perspective, it is less about maintaining a cheerful attitude and more about remaining steady, solution-focused, and consistent during especially challenging times.</p> <p dir="ltr">In addition, the two of us spend some time discussing a topic which Ericka is deeply passionate about: mentorship. Recognizing that many practice managers enter leadership roles without the support systems commonly available to veterinarians, she developed a mentorship program designed to provide guidance, confidence, and connection for emerging leaders. I hope that you enjoy this insightful conversation with Ericka Taipalus!</p> <h3 dir="ltr">Show Notes:</h3> <p>[0:58] - Today's sponsor is <a href= "https://www.carecredit.com/">CareCredit</a>!<br /> [2:30] Ericka reflects on having built a collaborative, psychologically safe culture after leading through COVID challenges.<br /> [4:44] - Managing during COVID meant constant uncertainty, making leadership transition especially difficult.<br /> [6:05] - Hear how, following new ownership, Ericka's team improved culture by involving staff in coming up with solutions.<br /> [9:55] - Emotional intelligence and self-awareness helped shape Ericka's collaborative, growth-focused approach to leadership.<br /> [12:39] - A collaborative leadership style leads to psychological safety and helps reduce burnout.<br /> [15:37] - I point out how strong trust and shared goals help teams embrace change and stay engaged.<br /> [16:36] - Ericka explains how team buy-in grew via trust, consistency, transparency, and employee involvement.<br /> [19:18] - Ericka argues that effective change management depends on trust, even when teams can't influence decisions.<br /> [21:34] - Ericka reflects on how consistent kindness and emotional intelligence created trust, improving collaboration and communication.<br /> [24:49] - Managing client concerns requires emotional regulation and avoiding making assumptions about their reactions.<br /> [27:07] - For Ericka, positivity means staying steady and believing that challenges are temporary.<br /> [29:28] - Hear about how, to support new leaders, Ericka created a mentorship program for practice managers.<br /> [33:13] - Mentorship and peer support can make future practice managers' journeys so much easier!<br /> [34:43] - Ericka reminds us that we are not alone on our leadership journeys.<br /> <br /> Thank you for listening. Remember you are not in this alone. Visit our website for more resources.</p> <h3 dir="ltr">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"><a href= "https://lakeviewanimalclinicwi.com/">Lakeview Animal Clinic Web Page</a></li> <li dir="ltr" role="presentation"><a href= "https://www.linkedin.com/company/lakeview-animal-clinic-wi">Lakeview Animal Clinic on LinkedIn</a></li> <li dir="ltr" role="presentation">Sponsor: <a href= "https://www.carecredit.com/">CareCredit</a></li> </ul>
June 11, 2026
The Outsider Advantage: Building Trust in a New Team
<p dir="ltr">Listen in this week as I chat with <a href= "https://www.linkedin.com/in/joan-mccue-cvpm-b0b2547/">Joan McCue, CVPM</a> - Veterinary Hospital Manager at <a href= "https://www.vetcor.com/">VetCor</a> in Aiken, South Carolina. Joan joins me to explore what it really feels like to step into leadership as an "outsider" and how that perspective can shape both trust and growth within a team. She reflects on her journey across three very different veterinary practices, from being completely new to the field to taking on major cultural and organizational shifts, and how each transition forced her to rebuild her confidence, credibility, and connection from the ground up. We talk openly about how isolating management can sometimes feel, especially when you're the only person in your role, and how that distance can be both uncomfortable but also necessary.</p> <p dir="ltr">Joan and I dig into the reality that mistakes are unavoidable in leadership and that building trust often depends on how those mistakes are handled rather than avoiding them altogether, and she highlights the importance of creating a culture where staff feel safe learning, asking questions, and owning errors without fear of negative consequences, while I reflect on how involving teams in decision-making can strengthen investment even when it slows the process down. We also talk about the tension between being "friendly" and maintaining professional boundaries and how small human moments and shared understanding can help bridge that gap.</p> <p dir="ltr">At the core of our discussion is the concept of change - how hard it is to introduce it, how quickly teams can resist it, and how important it is to balance fresh perspective with respect for existing culture. Joan highlights the advantage outsiders can bring via objectivity while also acknowledging the imposter syndrome and confidence struggles that often come with stepping into leadership roles, and we also explore when it may be time to leave a practice, recognizing that misalignment in values can't always be fixed.</p> <p dir="ltr">Joan leaves us with a reminder that leadership doesn't have to be a solo experience, even when the role itself feels solitary. Finding a support system or your "tribe" is so important for staying grounded, sharing challenges, and growing as a manager! Enjoy my conversation with Joan McCue!<br /> <br /> <strong>Show Notes:</strong><br /> [0:35] - Today's sponsor is <a href= "https://blackdiamondradio.com/">Black Diamond Radio</a>!<br /> [0:53] - Welcome to the show, Joan McCue, CVPM!<br /> [2:37] - Joan discusses how practice managers are inherently outsiders and have to balance friendliness with professional distance.<br /> [4:42] - Joan has stepped into every role as an outsider facing unfamiliar systems and cultures.<br /> [7:51] - We talk about how leadership transitions require outsiders to build trust, overcome skepticism, and guide change carefully.<br /> [10:30] - It's important to remember that outsiders bring objectivity, build trust through inclusion, and help teams co-create change.<br /> [13:44] - Joan argues that trust grows when leaders show their human side, own mistakes, and communicate openly.<br /> [16:14] - We build trust by normalizing mistakes and focusing on learning, not punishment, in team growth.<br /> [19:11] - Change timing depends on context, requiring careful judgment and avoiding rushed decisions.<br /> [21:50] - Hear how confidence helps leaders balance authority, imposter syndrome, and growing responsibility in management roles.<br /> [25:21] - Joan reflects on how job changes are often rooted in misalignment, burnout signals, and values that no longer fit the workplace.<br /> [27:23] - Joan and I talk about how veterinary management job changes are rare, challenging, and can feel isolating, making support networks especially important.<br /> [29:48] - I point out that strong peer networks are crucial for managers to fight isolation and share real-time support.</p> <p dir="ltr">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/joan-mccue-cvpm-b0b2547/">Joan McCue, CVPM on LinkedIn</a></li> <li dir="ltr" role="presentation"><a href= "https://www.vetcor.com/">VetCor Web Page</a></li> <li dir="ltr" role="presentation"><a href= "https://www.linkedin.com/company/vetcor/">VetCor on LinkedIn</a></li> <li dir="ltr" role="presentation">Sponsor: <a href= "https://blackdiamondradio.com/">Black Diamond Radio</a></li> </ul>
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>
88 total episodes available
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