Practice Progress: Navigating Change in Vet Med

I am really excited to have Karen Hart, CVPM, CCFP, on the podcast. Karen is the Director of Hospital Operations at the Burlington Emergency and Veterinary Specialists (BEVS) 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! 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. 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. 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. 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! Show Notes: [1:56] - Hear how, driven by engineering and systems thinking, Karen Hart leads large-scale change across practices. [4:16] - I point out how better technician utilization and triage can reduce doctor stress while changing how practices function. [5:34] - Karen believes that change is uncomfortable but worthwhile, and software transitions require at least a full year. [8:37] - Underestimating preparation time increases stress, yet leaders must still guide teams through inevitable pain points. [11:03] - Karen argues that real buy-in begins with shared purpose, deep listening, and collaborative decision-making. [14:39] - Thoughtful timing and quick wins help teams adapt without burning out! [17:32] - Karen talks about how her love of change is a blind spot, so she has to balance realism, positivity, and personal bandwidth. [20:34] - Karen argues that change has to be anchored in purpose, with firmness and compassion when some can't adapt. [23:05] - Patient-centered purpose and honest feedback help sustain teams when change becomes hard. [25:53] - Hear how self-awareness, humility, and course correction change failed attempts into resilience. [28:45] - Empathetic feedback systems protect teams while also acknowledging limits beyond our control. [31:36] - Karen explains how tracking metrics while managing timing and narrative strengthens culture via change. 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 Episode Sponsor: Epiq Animal Health Karen Hart, CVPM, CCFP on LinkedIn Burlington Emergency and Veterinary Specialists (BEVS) Web Page Burlington Emergency and Veterinary Specialists (BEVS) on LinkedIn