FlightPlan: Quick Consults

"Work-life balance" might be the most overused phrase in veterinary medicine, so if balance isn't the goal, what is? In this episode, we're joined by Dr. Tate, a veterinarian and practice owner who has never fully bought into the myth, and Ron Sosa, a neuro-inclusive leadership coach who has held nearly every role in a veterinary practice. Together, they get real about what sustainable work-life integration actually looks like: delegating and letting your team grow, scheduling in intentional blocks, and building in space to decompress after emotionally heavy appointments.We also dig into the boundaries we know we should set, but quietly break anyway. From taking back tasks instead of trusting your team to carrying the emotional weight of everyone around you, if you're a fixer, this one's for you.Host = Brenda Tassava Medina, CVPM, CVJ, MVLCEPanelists:Dr. Amy Tate, Managing Partner at Riverview Animal ClinicRonald Sosa, CVPM, CCFP, PgD-CLP, Neuroinclusive Leadership StrategistThanks for listening!Website: https://encorevet.com/Facebook: https://www.facebook.com/encoreveterinaryconsultingInstagram: @encorevetconsultingLinkedin: https://www.linkedin.com/company/encore-veterinary-consulting

In this episode, two veterinarians and a practice manager share how teams can balance high standards of care with the financial realities clients face.The conversation highlights the importance of reading client cues, offering clear options along the spectrum of care, and meeting clients where they are without compromising medical integrity. The panel also dives into practical strategies to improve compliance, from communicating value and aligning as a team to ensuring consistent messaging across every touchpoint.If you’ve ever felt the tension between great medicine and affordability, this episode offers real-world insight on navigating it with confidence!Host: Brenda Tassava Medina, CVPM, CVJ, MVLCEPanelists:Tim Loonam, DVM, Chief Veterinary Officer, Encore Vet Group and Veterinarian at Grace Animal HospitalChristine Merle, DVM, MBA, CVPM, Veterinarian and VMG FacilitatorMaggie Holcomb, CVPM, CCFP, Regional Practice Manager, Encore Vet GroupThanks for listening!Website: https://encorevet.com/Facebook: https://www.facebook.com/encoreveterinaryconsultingInstagram: @encorevetconsultingLinkedin: https://www.linkedin.com/company/encore-veterinary-consulting

In this episode, we explore what high-functioning veterinary practices do differently, and what consistently sets them apart.Our panel breaks down the systems and behaviors that drive success, from clear operational rhythms and defined accountability to proactive communication, aligned expectations, and shared ownership across the team. To close, we share simple but powerful habits that struggling practices can adopt today!If you're looking to build a more stable, high-performing practice, this episode is a must-listen.Panelists for this episode include:Brenda Tassava Medina, CVPM, CVJ, MVLCE, President of Encore Veterinary ConsultingMichelle Winter, CVPM, CVJ, VP of Operations at Encore Vet GroupShannon Lovley, CVPM, Consultant at CB StrategiesSusie Crockett, CVPM, Director of Practice Management at Noah's Animal HospitalsThanks for listening!Website: https://encorevet.com/Facebook: https://www.facebook.com/encoreveterinaryconsultingInstagram: @encorevetconsultingLinkedin: https://www.linkedin.com/company/encore-veterinary-consulting

In this episode of FlightPlan: Quick Consults, we tackle a critical challenge for veterinary practices: overburdened practice managers. Our panel breaks down the avalanche of responsibilities—admin, HR, bookkeeping, inventory, client complaints, and more—that keep managers from truly leading their teams.We explore practical solutions, including delegating tasks, outsourcing, and structuring leadership support so managers can focus on what matters most: leading people, building culture, and driving results. If you’re looking for ways to empower your managers, reduce reactionary chaos, and strengthen your practice from the middle out, this episode is packed with actionable strategies and expert insights.Panelists for this episode include:Host = Brenda Tassava Medina, CVPM, CVJ, MVLCE, President of Encore Veterinary ConsultingKatie Esposito, CVPM, Account Manager at Clarus TechnologySusie Crockett, CVPM, Director of Practice Management at Noah's Animal HospitalsDebbie Hill, CVPM, SPHR, SHRM-SCP, Consultant at Encore Veterinary ConsultingThanks for listening!Website: https://encorevet.com/Facebook: https://www.facebook.com/encoreveterinaryconsultingInstagram: @encorevetconsultingLinkedin: https://www.linkedin.com/company/encore-veterinary-consulting

In this episode of FlightPlan: Quick Consults, our panel dives into one of the biggest efficiency challenges in veterinary practice: the exam room bottleneck. We tackle a bold question—what tasks really need a vet in the room?!Learn how empowering your staff, clarifying patient care standards, and strategically redesigning exam rooms can make a huge difference in workflow. We also explore the game-changing impact of AI digital scribes, technician utilization, and small clinic tweaks that save time, reduce burnout, and elevate the client experience.Panelists for this episode include:Host = Brenda Tassava Medina, CVPM, CVJ, MVLCE, President of Encore Veterinary ConsultingDr. Alex Andryszak, Field Ops Veterinarian at Encore Vet GroupDr. Evelyn Sagastume, Practice Owner at Petsedena Animal HospitalCarol Hurst, LVT CVPM, CVJ, CCFP, Consultant, Encore Veterinary ConsultingThanks for listening!Website: https://encorevet.com/Facebook: https://www.facebook.com/encoreveterinaryconsultingInstagram: @encorevetconsultingLinkedin: https://www.linkedin.com/company/encore-veterinary-consulting

Veterinary practices are almost always busy...but does the P&L reflect that?In this episode of FlightPlan: Quick Consults, our panel explores the disconnect between how busy a practice feels and what the financials actually show. They discuss common issues like unclear responsibility across teams, inefficient use of technology, high payroll despite feeling understaffed, and rising inventory costs without products on the shelf.The conversation also highlights how an accurate, well-structured P&L—aligned with the VMG/AAHA Chart of Accounts—helps practice leaders avoid reactive decisions and instead focus on trends, leading indicators, and clearer financial insight.Host = Brenda Tassava Medina, CVPM, CVJ, MVLCE, President of Encore Veterinary ConsultingPanelists:Martin Traub-Werner, CEO at VetBooksMichelle Winter, CVPM, CVJ, VP of Operations at Encore Vet GroupKatie Esposito, CVPM, Account Manager at Clarus TechnologyResources Mentioned:VMG AAHA Chart of Accounts - https://www.myvmg.com/knowledge-center/aaha-vmg-chart-of-accounts/Thanks for listening!Website: https://encorevet.com/Facebook: https://www.facebook.com/encoreveterinaryconsultingInstagram: @encorevetconsultingLinkedin: https://www.linkedin.com/company/encore-veterinary-consulting

Veterinary practice leaders, are you looking at your numbers often enough to truly lead in real time?In this episode, our panel answers a practical question: Which 5 to 7 KPIs give you the clearest picture of practice health each week? From staff hours per doctor hour and inventory spend to revenue per DVM hour, percent of new clients, average daily revenue, appointment fill rate, COGS, income by hour, and even client complaints and reviews, we break down what actually matters.We also explore how to use daily snapshots and trend tracking to make faster decisions without constantly pulling reports, plus a conversation around forward booking and staying proactive.If you want clearer insight and quicker decision-making, this episode is your starting point.Panelists include:Host = Brenda Tassava Medina, CVPM, CVJ, MVLCE, President of Encore Veterinary ConsultingBrandon Hess, CVPM, CCFP, Partner at Grants Lick Veterinary HospitalDebbie Hill, CVPM, SPHR, SHRM-SCP, Consultant at Encore Veterinary ConsultingThanks for listening!Website: https://encorevet.com/Facebook: https://www.facebook.com/encoreveterinaryconsultingInstagram: @encorevetconsultingLinkedin: https://www.linkedin.com/company/encore-veterinary-consulting

In this episode of FlightPlan: Quick Consults, a panel featuring the CEO of VetBooks, a CPA, and a veterinary operations leader discusses common sources of inaccuracy in veterinary P&Ls—from misclassified expenses and incorrectly coded services and inventory to using the wrong accounting method. They explain how these issues can quietly undermine decision-making.The conversation also explores where practices should start when cleaning up their financials, including building a clean monthly income statement, aligning systems with the VMG/AAHA chart of accounts, and clearly defining the purpose behind the work. Because before you fix the practice, you have to fix the data.Host: Brenda Tassava Medina, CVPM, CVJ, MVLCEPanelists:Martin Traub-Werner, CEO at VetBooksShona Andryszak, LVT, CCFP, SHRM-CP, Director of Support at Encore Vet GroupBeth Scott, CPA, Partner at Katz, Sapper & MillerResources Discussed:VMG AAHA Chart of Accounts - https://www.myvmg.com/knowledge-center/aaha-vmg-chart-of-accounts/Thanks for listening!Website: https://encorevet.com/Facebook: https://www.facebook.com/encoreveterinaryconsultingInstagram: @encorevetconsultingLinkedin: https://www.linkedin.com/company/encore-veterinary-consulting

Veterinary practice owners, welcome back!In Part 2 of "Your Leaders Are Exhausted, and So Are You," the same panel of practice owners answers a tough question: How do you build accountability without becoming the bottleneck or the bad guy?If everything has to run through you, here is the hard truth discussed in this episode: if you are the bottleneck, you are the problem.This conversation covers hiring great people, coaching them well, and then letting them lead. It explores consistency, open two-way communication, bringing in additional support so you are not the only voice of accountability, and why strong core values are essential. If you are ready to stop carrying it all and start building a real leadership structure, this episode is for you.Panelists for this episode include:Host = Brenda Tassava Medina, CVPM, CVJ, MVLCE, President of Encore Veterinary ConsultingDr. Evan Ware, Practice Owner at Laveen Veterinary CenterDr. Chip Cooney, Practice Owner at Animal Hospital of StatesvilleDr. Amy Tate, Managing Partner at Riverview Animal ClinicThanks for listening!Website: https://encorevet.com/Facebook: https://www.facebook.com/encoreveterinaryconsultingInstagram: @encorevetconsultingLinkedin: https://www.linkedin.com/company/encore-veterinary-consulting

If you're a veterinary practice owner, this one is for you!In Part 1 of this two-part conversation, three practice owners share an honest look at leadership overload and answer a powerful question: What responsibilities should owners stop carrying themselves?From running staff meetings and handling client complaints to coaching team members and serving as the default Medical Director, many owners are doing more than they need to. This episode explores building the right team, elevating other veterinarians into leadership roles, leaning into your strengths, and carving out time for critical thinking.Don’t miss Part 2 next week, where we’ll dive deeper into building accountability without seeming like the "bad guy"!Panelists for this episode include:Host = Brenda Tassava Medina, CVPM, CVJ, MVLCE, President of Encore Veterinary ConsultingDr. Evan Ware, Practice Owner at Laveen Veterinary CenterDr. Chip Cooney, Practice Owner at Animal Hospital of StatesvilleDr. Amy Tate, Managing Partner at Riverview Animal ClinicThanks for listening!Website: https://encorevet.com/Facebook: https://www.facebook.com/encoreveterinaryconsultingInstagram: @encorevetconsultingLinkedin: https://www.linkedin.com/company/encore-veterinary-consulting

In this episode, our panel examines which veterinary staffing benchmarks still provide meaningful insight and which ones may be leading practices in the wrong direction. From labor as a percentage of revenue to client experience metrics and total human cost, they discuss what is still worth measuring and what may no longer deserve center stage.The conversation also focuses on how to better align doctor and support team schedules to prevent burnout. Through smarter pairing, clearer role alignment, strategic scheduling, and stronger communication, the panel shares practical ways to create balance without simply adding more staff.If you feel stuck chasing staffing ratios that never seem to solve the issue, this episode will challenge you to rethink the expectations behind them.Panelists joining Brenda Medina for this episode include:Michelle Winter, CVPM, CVJ, VP of Operations at Encore Vet GroupTiffany Consalvo, CVPM, CCFP, Director of Leadership & Operations at Encore Vet GroupAmy Brauns, RVT, CVPM, Hospital Administrator at Everhart Veterinary GroupThanks for listening!Website: https://encorevet.com/Facebook: https://www.facebook.com/encoreveterinaryconsultingInstagram: @encorevetconsultingLinkedin: https://www.linkedin.com/company/encore-veterinary-consulting

If your veterinary hospital feels nonstop and your team feels drained at the end of the day, this episode is for you. Three panelists explore how practice owners can assess whether they are genuinely overbooked or if hidden inefficiencies are creating unnecessary strain.They discuss what to look at behind the scenes, from performance indicators to the full client experience, and share a few practical workflow shifts that can create relief without adding staff.If busy does not seem to match your results, this conversation will help you take a closer look at why.Panelists joining Brenda Medina for this podcast include:Michelle Winter, CVPM, CVJ, VP of Operations at Encore Vet GroupTiffany Consalvo, CVPM, CCFP, Director of Leadership & Operations at Encore Vet GroupAmy Brauns, RVT, CVPM, Hospital Administrator at Everhart Veterinary GroupThanks for listening!Website: https://encorevet.com/Facebook: https://www.facebook.com/encoreveterinaryconsultingInstagram: @encorevetconsultingLinkedin: https://www.linkedin.com/company/encore-veterinary-consulting

Difficult employee conversations are unavoidable, but avoiding them can cost your practice far more in the long run.In this episode of FlightPlan: Quick Consults, Conversations That Count: Leading Through the Hard Talks, our panel explores the employee conversations leaders tend to avoid and how to handle them with clarity and intention. Topics include addressing toxic behavior even when an employee is highly skilled, aligning owners and practice managers around roles and expectations, and preparing for hard conversations that may take more than one discussion. The episode closes with a focus on creating healthy feedback loops through curiosity, accountability, modeling expected behaviors, and giving grace.Joining Brenda for this quick consult:Carol Hurst, LVT CVPM, CVJ, CCFP, Consultant, Encore Veterinary ConsultingBrandon Hess, CVPM, CCFP, SHRM-CP, Veterinary Consultant & Practice OwnerJosh Vaisman, MAPPCP, CCFP, Founder and Lead Positive Change Agent, Flourish Veterinary ConsultingResources mentioned:Leadership Training Program with Encore Veterinary Consulting - https://encorevet.com/leadership-training/The Guide to Becoming a Leader in a Veterinary Hospital - https://www.thenestlearning.com/products/Guide-to-becoming-a-leader-in-a-veterinary-hospital.aspxThanks for listening!Website: https://encorevet.com/Facebook: https://www.facebook.com/encoreveterinaryconsultingInstagram: @encorevetconsultingLinkedin: https://www.linkedin.com/company/encore-veterinary-consulting

In Episode 5 of FlightPlan: Quick Consults, our panel digs into how practice leaders can tell when phone systems are truly falling short versus when it’s just a gut feeling. From call data, staffing patterns, and abandoned calls to client feedback and team stress signals, we explore the real indicators that phones may be working against you.The conversation also covers how to create better phone experiences through hospitality-focused training, confident (not robotic) scripting, tone and intonation, and giving CSRs the knowledge and freedom to communicate in their own voice. Plus, we discuss virtual CSR options as a way to support understaffed front desks.If you’re questioning whether your phones are helping or hurting your practice, this episode offers practical insights to help you turn every call into an opportunity.Panelists:Brenda Tassava Medina, CVPM, CVJ, MVLCE, President of Encore Veterinary ConsultingDebbie Boone, CVPM, co-founder of NAAVR, Consultant at Debbie Boone ConsultingAmanda Edwards, Practice Manager at Animal Care of GreenvilleCarol Hurst, LVT, CVPM, CVJ, CCFP, Consultant at Encore Veterinary ConsultingResources mentioned:North American Association of Veterinary Receptionists - https://naavr.org/In-person CSR Bootcamps led by Carol Hurst - https://www.thenestlearning.comEncore Veterinary Consulting's Telephone Learning Center (TLC) Program - https://encorevet.com/client-experience/Thanks for listening!Website: https://encorevet.com/Facebook: https://www.facebook.com/encoreveterinaryconsultingInstagram: @encorevetconsultingLinkedin: https://www.linkedin.com/company/encore-veterinary-consulting

Great client care starts with great communication. In this episode of FlightPlan: Quick Consults, our panel explores how veterinary teams can build trust while clearly communicating value.Topics include creating buy-in around forward booking, positioning it as a standard of care, and using subtle communication strategies to avoid sounding pushy. The discussion also addresses how to respond when clients comment on costs—why validation matters, how clarity around services helps, and how training through role-play can prepare teams for real-life conversations.This episode offers thoughtful, actionable guidance for leaders looking to elevate both client experience and team confidence.Panelists for this episode:Brenda Medina, CVPM, CVJ, MVLCE, President of Encore Veterinary ConsultingDebbie Hill, CVPM, SPHR, SHRM-SCP, Consultant at Encore Veterinary ConsultingTiffany Consalvo, CVPM, CCFP, Director of Leadership & Operations at Encore Vet GroupBen Spinks, Co-Owner & Managing Director at Tipp City Veterinary HospitalThanks for listening!Website: https://encorevet.com/Facebook: https://www.facebook.com/encoreveterinaryconsultingInstagram: @encorevetconsultingLinkedin: https://www.linkedin.com/company/encore-veterinary-consulting

What does leadership look like in real life—not just on paper? In this Leadership in Action quick consult, Brenda sits down with Carol Hurst, Brandon Hess, and Josh Vaisman to unpack what it truly takes to lead high-performing teams.From balancing approachability with clear boundaries to using vulnerability and transparency to strengthen trust, this episode dives into the everyday leadership moments that matter most. The panel also explores psychological safety—why it’s essential, how leaders can encourage honest feedback and healthy disagreement, and what it means to turn the magnifying glass back on yourself as a leader.If you’re committed to growing as a leader and creating a culture where teams feel safe, accountable, and empowered to speak up, this conversation is for you.Joining Brenda for this quick consult:Carol Hurst, LVT CVPM, CVJ, CCFP, Consultant, Encore Veterinary ConsultingBrandon Hess, CVPM, CCFP, SHRM-CP, Veterinary Consultant & Practice OwnerJosh Vaisman, MAPPCP, CCFP, Founder and Lead Positive Change Agent, Flourish Veterinary ConsultingFeatured resources: • Lead to Thrive by Josh VaismanThanks for listening!Website: https://encorevet.com/Facebook: https://www.facebook.com/encoreveterinaryconsultingInstagram: @encorevetconsultingLinkedin: https://www.linkedin.com/company/encore-veterinary-consulting

What does it really mean for a veterinary practice to be healthy?In this episode of FlightPlan: Quick Consults, we take a closer look at the vital signs of a thriving veterinary practice - the key indicators that go beyond surface-level numbers and reveal what’s actually happening inside the hospital.Our panel explores essential “vital signs” that signal true practice health, sharing multiple perspectives on what leaders should be monitoring and why. The conversation also dives into a timely question many practices are wrestling with: Should we be moving back to the 20-minute exam—and what’s the real impact on teams, clients, and care?From operational flow to team experience and sustainability, this quick consult offers practical insights to help practice leaders assess where they stand and make informed adjustments before small issues become bigger problems.Panelists for this episode:Brenda Medina, CVPM, CVJ, MVLCE, President of Encore Veterinary ConsultingDebbie Hill, CVPM, SPHR, SHRM-SCP, Consultant at Encore Veternary ConsultingTiffany Consalvo, CVPM, CCFP, Director of Leadership & Operations at Encore Vet GroupBen Spinks, Co-Owner & Managing Director at Tipp City Veterinary HospitalThanks for listening!Website: https://encorevet.com/Facebook: https://www.facebook.com/encoreveterinaryconsultingInstagram: @encorevetconsultingLinkedin: https://www.linkedin.com/company/encore-veterinary-consulting

In this episode of FlightPlan: Quick Consults, host Brenda Tassava Medina, President of Encore Veterinary Consulting, sits down with three experienced veterinary leaders to talk about the early warning signs of burnout, the role culture and systems play in team well-being, and the small, practical changes that can make a big difference.Our guests share how leaders can spot burnout before it breaks a team, along with one simple 20-minute system they’ve seen save practices hours each week—reducing stress, improving clarity, and helping teams stay engaged and supported.Joining Brenda for this quick consult:Carol Hurst, LVT CVPM, CVJ, CCFP, Consultant, Encore Veterinary ConsultingBrandon Hess, CVPM, CCFP, SHRM-CP, Veterinary Consultant & Practice OwnerJosh Vaisman, MAPPCP, CCFP, Founder and Lead Positive Change Agent, Flourish Veterinary ConsultingIf you’re a veterinary leader looking for realistic, actionable ways to protect your team and create a healthier practice environment, this episode offers insights you can start using right away.__Resources mentioned during episode:Compassion-Satisfaction Accreditation (C-SAW) ProgramBook - Off Balance: Getting Beyond the Work-Life Balance Myth to Personal and Professional Satisfaction by Matthew KellyThe Finch AppThanks for listening!Website: https://encorevet.com/Facebook: https://www.facebook.com/encoreveterinaryconsultingInstagram: @encorevetconsultingLinkedin: https://www.linkedin.com/company/encore-veterinary-consulting