Beyond Annual Reviews: Building a Culture of Continuous Feedback in Veterinary Medicine

What really happens when your veterinary clinic is sold? In this week’s episode of The Veterinary Viewfinder, Dr. Ernie Ward and Beckie Mossor, MPA, RVT, unpack the messy realities behind acquisitions, whether by large corporate groups or independent buyers. They explore what practice owners, associates, and staff need to know before the ink dries on a deal. For veterinarians, the shift often means more reporting, formal reviews, and oversight that can feel like a loss of autonomy. For technicians and support staff, acquisitions can bring both anxiety and surprising benefits, such as more consistent schedules, guaranteed lunch breaks, and expanded benefits. The conversation extends globally, examining the UK and Australia, where corporate ownership now dominates the market. Government commissions are scrutinizing rising costs and pushing for price transparency, a trend that could shape the U.S. veterinary landscape. Ernie and Beckie also discuss the ripple effects of mergers, staffing cuts, upsell pressures, and client frustrations (and uncomfortable conversations) when fees suddenly jump. Most importantly, they outline what teams can do to prepare, from negotiating staff retention clauses to protecting community trust. If you’re facing an acquisition—or even just wondering what might happen—this episode offers clear insights into how to navigate change and protect both your team and your patients. World Pet Obesity Week, October 6-12, 2025, Toolkit, Social Media Shareables, and Survey Link: www.petobesityprevention.org National Veterinary Technician Week - October 12-18, 2025 https://navta.net/national-veterinary-technician-week/ #VeterinaryPodcast #VetMed #VeterinaryCommunity #VetPracticeManagement #VeterinaryBusiness #VetClinicAcquisition #CorporateVetMed #GlobalVetMed #VeterinaryLeadership #PriceTransparency

October is stacked for veterinary teams. In this episode of The Veterinary Viewfinder, Dr. Ernie Ward and Beckie Mossor, MPA, RVT, share a rapid “what to do now” briefing after returning from the annual WSAVA conference in Rio de Janeiro, Brazil. You’ll hear global perspectives on credentialing and utilization of veterinary nurses/technicians, why international collaboration matters, and how organized medicine can accelerate change. Then the focus shifts to World Pet Obesity Week (October 6–12) with a clear call to action: take and share the profession’s opinion survey, and use the updated feeding, calorie, and step-weight loss calculators, along with a ready-to-post clinic toolkit for client education. Finally, the episode tees up National Veterinary Technician Appreciation Week (“Path to Success,” October 12–18), with practical ideas to recognize credentialed technicians and strengthen team culture. You’ll also get info for upcoming WSAVA meetings (Warsaw, then India) and a reminder that small, consistent advocacy inside your clinic compounds into profession-wide progress. If you want one episode that translates October’s veterinary calendar into concrete steps for patient care, culture, and communication, this is it. #VeterinaryPodcast #VetMed #VeterinaryCommunity #WSAVA #VetConference #Credentialing #WorldPetObesityWeek #PetNutrition #HealthyPets #VetTechAppreciation #VetTechWeek #VetTechStrong World Pet Obesity Week, October 6-12, 2025, Toolkit, Social Media Shareables, and Survey Link: www.petobesityprevention.org National Veterinary Technician Week - October 12-18, 2025 https://navta.net/national-veterinary-technician-week/

Performance evaluations are one of the most misunderstood and often dreaded processes in veterinary medicine. Many clinics either skip them entirely or treat them as a once-a-year formality tied closely to raises. This creates stress for team members and fails to deliver meaningful guidance for improvement. In this episode of The Veterinary Viewfinder, Dr. Ernie Ward and Beckie Mossor, MPA, RVT, discuss why traditional performance reviews often fall short and explore practices that can help change this dynamic. Drawing on decades of experience, they examine the impact of inconsistent feedback, the problems caused by waiting a full year to address performance issues, and the anxiety that arises when evaluations are directly linked to compensation. Through real-world examples, Ernie and Beckie illustrate how these common mistakes erode morale and hinder growth within the veterinary team. The conversation then turns to solutions, focusing on how to create a culture where feedback is continuous, specific, and actionable. They discuss how regular conversations foster trust, enhance communication, and enhance leadership at every level of the practice. By shifting the mindset around performance evaluations, veterinary teams can transform a process that is often dreaded into a tool that inspires confidence, accountability, and long-term success. #VeterinaryPodcast #VetMed #VetTechLife #ClinicCulture #ClientCommunication #PracticeManagement #HealthyWorkplace #VetWellbeing #RespectVetTeams

Every veterinary team has faced it: a client gets angry, raises their voice, and everyone wonders whether or not we should fire them. In this week’s episode of The Veterinary Viewfinder, Dr. Ernie Ward and Beckie Mossor, MPA, RVT, unpack one of the most difficult decisions veterinary professionals face: when to dismiss a client and when to repair the relationship. Using a real-life scenario, our hosts explore a situation where a client waited over an hour, understandably became upset, and complained, but didn’t threaten or use abusive language. When the client voiced their frustration, the team’s immediate response was, “Let’s fire them.” Dr. Ward and Beckie discuss why this reaction is becoming more common post-COVID and how practices can avoid over-firing by improving communication, scheduling systems, and team resilience. Listeners will learn practical strategies like: * Distinguishing understandable frustration vs. true abuse. * Using empathy-driven scripts to de-escalate tense situations. * Scheduling tactics, including reserving 10–25% of slots for urgent care. * Coaching CSRs to handle conflict without escalating to dismissal. If your team has ever debated whether to fire a client after a bad interaction, this episode offers a thoughtful framework for protecting your staff, your clinic’s reputation, and the client relationships that matter most. #VeterinaryPodcast #VetMed #VeterinaryProfession #VetTechLife #VetClinicLife #VeterinaryMedicine #VeterinaryCommunity #ClinicCulture #VeterinaryLeadership #TeamCommunication #PracticeManagement #ClientCommunication #VetTeamwork

Veterinary general practice is undergoing a dramatic transformation. What used to be a steady stream of wellness check-ups and minor issues has shifted into a relentless wave of sick pets, urgent care needs, and same-day emergencies. Across the country, clinics are feeling the pressure, and many teams are struggling to keep up. In this week’s episode of The Veterinary Viewfinder, Dr. Ernie Ward and Beckie Mossor, MPA, RVT, break down why this shift is happening and how practices can adapt before burnout sets in. They explore how urgent, unpredictable cases disrupt scheduling, overwhelm support staff, and create an emotionally charged environment that’s exhausting for everyone, from veterinarians to client service representatives. The hosts share practical strategies to regain control, starting with improved team communication: daily huddles to align priorities, triage systems to manage the rush, and debriefs to help staff process tough cases. They also discuss the importance of educating clients and setting realistic expectations to reduce chaos and improve workflow. Whether you’re a practice owner, manager, or team member, this episode offers a clear roadmap for navigating today’s urgent-care-driven landscape. Success isn’t about working harder; it’s about working smarter together to protect your team, your patients, and your passion for veterinary medicine. #VeterinaryPodcast #VetMed #VetLife #VeterinaryMedicine #VetTechLife #VeterinaryProfession #VetClinicLife #AnimalHealth

Many veterinary teams have one: the colleague who runs to management about every minor mistake or late trash bag. But when does necessary reporting turn into destructive tattling? This week on The Veterinary Viewfinder, Dr. Ernie Ward and Beckie Mossor, MPA, RVT, unpack one of the profession’s most frustrating dynamics: coworkers who undermine team culture by excessive fault-finding. Hosts Dr. Ward and vet tech Beckie Mossor examine how tattletale behavior often stems from insecurity, perfectionism, or even underlying issues like OCD, yet still chips away at psychological safety and trust. They discuss the difference between legitimate reporting and gossip, and why managers must address patterns early before morale collapses. Ignoring the issue doesn’t make it go away; it drives good employees out while problem behavior festers. Listeners will learn practical strategies, such as anonymous “concern boxes,” structured feedback models (SBI: Situation, Behavior, Impact), and defining gossip as “talking to someone who can’t solve the problem.” The hosts also share real-life examples where unchecked tattling escalated into fractured teams, cover-ups, and even departures of top performers. Whether you’re a manager navigating a chronic complainer or a technician tired of walking on eggshells, this episode offers valuable insights and practical tools to help you reclaim a healthier clinic culture. Because in veterinary medicine, trust isn’t optional; it’s the foundation of patient care. #VeterinaryPodcast #VetMed #VetClinicLife #VetTechLife #VeterinaryLeadership #ClinicCulture #TeamMorale #FeedbackMatters #NoMoreTattletales #StopTheGossip #HealthyWorkplace #VeterinaryCommunity

September is a busy time for veterinary teams, and this episode provides a practical roadmap. The Veterinary Viewfinder welcomes Catherine Haskins from “The Bridge Club” to spotlight three profession-wide initiatives you can activate now. First up, Suicide Prevention Month: Haskins shares Project Sticker’s “Change That Sticks” micro-donation campaign and StickWithUs.vet, a single hub aggregating mental health resources across veterinary medicine, along with a reminder that 988 is available when a crisis arises. Teams get a free toolkit (jar labels, social assets, break-room infographic) and motivation to become QPR gatekeepers (free via AVMA). There are even VetFolio subscription rewards for top practices and individual donors. Second, Sustainability September (with Mars Veterinary Health): a daily calendar of bite-size tips, checklists (including a carbon-footprint starter), and evidence that greener choices can improve workflow and save time—from rethinking glove use and sterilization wrap to anesthetic gas scavenging and reusable shipping (e.g., MWI pilots). Finally, a profession-wide Kindness Coalition is taking shape, with academic and industry partners working together to reinforce civility within clinics and with clients. Actionable, optimistic, and team-first, this episode equips leaders and staff to launch meaningful culture and operations changes this month. #VeterinaryMedicine, #VetTechLife, #SuicidePreventionMonth, #SustainableVetMed, #KindnessInVetMed

Is Veterinary General Practice Dying? On this week’s Veterinary Viewfinder, veterinarian Dr. Ernie Ward and credentialed veterinary technician, Beckie Mossor, MPA, RVT, ask the question many teams are whispering. Routine wellness is slipping while urgent and ER traffic rises. The hosts dig into what is driving the shift: cost sensitivity, weekday access barriers, and changing client expectations after COVID. They explain why prevention must mean more than vaccines and a fecal test, and how to reframe value around early disease detection, chronic care, and client outcomes. Our hosts discuss some practical fixes you can try: add short sick-visit blocks without disrupting the schedule, pilot limited urgent-care hours, rotate doctors to conserve energy, and coach teams for tougher conversations and better handoffs. They also share ways to keep pets from “ping-ponging” across town by coordinating with nearby clinics. The goal is not to turn back the clock. It is to meet current demand while keeping general veterinary medicine strong, margins healthy, and staff morale intact. #VeterinaryViewfinder #VetMed #VeterinaryMedicine #VeterinaryPodcast #GeneralPractice #UrgentCare #PreventiveCare #AccessToCare #PracticeManagement #ClientCommunication #VeterinaryTeam #ContinuingEducation

Being a veterinarian is about caring for animals… right? Increasingly, many vets feel their role is shifting toward being a therapist for pet owners, and it’s taking a toll. In this episode of The Veterinary Viewfinder, Dr. Ernie Ward and Beckie Mossor, MPA, RVT, explore the growing emotional labor demands placed on veterinary professionals. From helping clients navigate grief, guilt, and financial stress, to managing unrealistic expectations fueled by social media, veterinarians are spending more and more time counseling pet owners instead of focusing exclusively on clinical care. Dr. Ward reflects on the hidden burnout risk of constant emotional support, while Beckie shares how technicians also shoulder the weight of client emotions, often without formal training or resources. They discuss whether veterinary schools and practices are adequately preparing teams for this counseling role, the blurred boundaries between empathy and overextension, and how this shift impacts mental health, job satisfaction, and retention. Most importantly, they offer strategies for setting healthy boundaries while still delivering compassionate and effective care. If you’ve ever felt more like a life coach than a clinician—or wondered why today’s veterinary job feels so emotionally heavy—this episode will resonate.

Too many aspiring veterinary professionals are met with a troubling response: “Don’t do it.” In this episode, Dr. Ernie Ward and Beckie Mossor, RVT, take a hard look at how that knee-jerk negativity, often voiced by those still in the field, may be harming the future of veterinary medicine. With decades of combined experience, Dr. Ward and Beckie reflect on their own paths and push back against the cynicism that’s become all too common in comment sections and break rooms alike. They discuss how burnout, poor clinic culture, and a lack of autonomy can fuel dissatisfaction, and how mentorship, perspective, and opportunity can reignite passion. This episode challenges us to reconsider who we listen to, what messages we share, and how, as a profession, we might be deterring incredible talent. Do we hate our profession, or just our current job or role? And if we love the profession, why aren't we louder about it? Whether you're a seasoned veterinarian, a burned-out veterinary technician, or a curious student, this conversation is a call to stop gatekeeping and start supporting.