Advertise on podcast: The Cone of Shame Veterinary Podcast

Dr. Andy Roark welcomes Caitlin Palmer (aka “the desk winch”), a veterinary receptionist at Southern Vet Clinic and a member of the President’s Advisory Board for the North American Association of Veterinary Receptionists (NAVR), to talk about the state of the front desk. They discuss how changing communication preferences and tools like AI may increase the importance of front-desk staff as key client communicators, and why reception should be viewed as a long-term career path with better pay, recognition, and continuing education. Caitlin shares common pain points like disrespectful clients, vaccination hesitancy conversations, lack of appreciation, and the rift between front and back teams, plus the hidden challenge of having to be “on” all the time. They cover solutions like cross-training, consistent messaging, and NAVR’s goals for CE and future certification, and share where to find NAVR and Caitlin online. Caitlin Palmer has spent 16 years in veterinary medicine with a passion for helping animals and the people who love them. She is widely recognized for her TikTok character the “DeskWench,” where she humorously portrays both a veterinary receptionist and “Karen Stevens,” everyone’s favorite disgruntled client, highlighting the real-life challenges of working at the veterinary front desk. Caitlin originally began her adult life as a theatre major studying acting and music, but ultimately chose a career in veterinary medicine because she couldn’t imagine being away from her dog. After overcoming her own battles with mental health, she became a strong advocate for supporting veterinary teams and fostering healthy clinic culture. Caitlin believes that while not everyone performs the hands-on medical aspects of veterinary care (something she jokes she certainly couldn’t do), pets don’t bring themselves to the veterinarian—making CSRs an essential part of patient care and the veterinary team. She proudly serves on the President's Advisory Board for NAAVR and is HONORED to share her passion with you all! Through education, storytelling, and humor, she encourages veterinary receptionists to take pride in their role and recognize the powerful impact they have every day. Mentioned in this episode: On Demand Team Training Bundle Great medicine can still lead to tough conversations with clients. The Team Training Bundle gives your veterinary team practical tools to handle angry clients and communicate clearly in the exam room, so every interaction builds trust instead of tension. Flexible, on-demand training makes it easy to strengthen communication across your entire clinic. Learn more about the Team Training Bundle here! Uncharted Practice Owner Summit at NAVC SkillShop Owning a veterinary practice comes with challenges no one teaches you in school. The Uncharted Practice Owner Summit, hosted at NAVC SkillShop in Orlando, is a hands-on leadership workshop designed to help owners strengthen their teams, improve operations, and make confident business decisions. This small-group, working session focuses on real-world tools and honest conversations, not passive lectures. Spots are limited. Register now! Register for Uncharted Practice Owner Summit at NAVC SkillShop here! Office Hours w/ Dr. Andy Roark Inside the Uncharted Veterinary Community, Dr. Andy Roark hosts Office Hours where veterinary leaders can bring real-world challenges and get practical guidance from someone who understands the realities of practice life. These sessions give veterinarians, practice managers, and team leaders a chance to ask questions, workshop difficult situations, and gain perspective on issues like team dynamics, communication, burnout, and clinic operations. Instead of navigating leadership challenges alone, members get direct access to Andy’s insight along with the support of a community of veterinary professionals working through many of the same challenges. Register for Office Hours here! Register for the Dont Get Sued course!

Dr. Matthew Richardson, veterinary practice owner and director of the Veterinary Sustainability Alliance, joins Dr. Andy Roark to address a growing challenge in veterinary medicine: how clinics can reduce their environmental impact without sacrificing patient care or profitability. He breaks down healthcare’s carbon footprint and shares practical, real-world changes clinics can implement, from energy-efficient upgrades to reducing anesthetic gases. They also introduce the Green PAW Certification, a step-by-step program designed to help practices take measurable, sustainable action. Links: https://veterinarysustainabilityalliance.org Dr. Richardson holds a BA in Ecology and Evolutionary Biology, a PhD in Zoology and a DVM degree. He is a small animal practitioner licensed in British Columbia and Ontario, owns The Animal Cinic in Toronto and has a special interest in environmentally sustainable practice. The Animal Clinic was the first clinic in North America to receive the Green Paw Certification for sustainability. He is the Past-President of the OVMA and The Farley Foundation, the co-founder and chair of the OVMA’s Sustainability Committee, Director of the Veterinary Sustainability Alliance and member of the CVMA Sustainability Advisory Group. A keen year-round cyclist and advocate for active transportation, Dr. Richardson can often be found on his bike or with a camera in his hand (or sometimes both). Mentioned in this episode: Uncharted Practice Owner Summit at NAVC SkillShop Owning a veterinary practice comes with challenges no one teaches you in school. The Uncharted Practice Owner Summit, hosted at NAVC SkillShop in Orlando, is a hands-on leadership workshop designed to help owners strengthen their teams, improve operations, and make confident business decisions. This small-group, working session focuses on real-world tools and honest conversations, not passive lectures. Spots are limited. Register now! Register for Uncharted Practice Owner Summit at NAVC SkillShop here! On Demand Team Training Bundle Great medicine can still lead to tough conversations with clients. The Team Training Bundle gives your veterinary team practical tools to handle angry clients and communicate clearly in the exam room, so every interaction builds trust instead of tension. Flexible, on-demand training makes it easy to strengthen communication across your entire clinic. Learn more about the Team Training Bundle here! Office Hours w/ Dr. Andy Roark Inside the Uncharted Veterinary Community, Dr. Andy Roark hosts Office Hours where veterinary leaders can bring real-world challenges and get practical guidance from someone who understands the realities of practice life. These sessions give veterinarians, practice managers, and team leaders a chance to ask questions, workshop difficult situations, and gain perspective on issues like team dynamics, communication, burnout, and clinic operations. Instead of navigating leadership challenges alone, members get direct access to Andy’s insight along with the support of a community of veterinary professionals working through many of the same challenges. Register for Office Hours here! Uncharted Practice Owner Summit at NAVC SkillShop Owning a veterinary practice comes with challenges no one teaches you in school. The Uncharted Practice Owner Summit, hosted at NAVC SkillShop in Orlando, is a hands-on leadership workshop designed to help owners strengthen their teams, improve operations, and make confident business decisions. This small-group, working session focuses on real-world tools and honest conversations, not passive lectures. Spots are limited. Register now! Register for Uncharted Practice Owner Summit at NAVC SkillShop here!

Dr. Kat Sutherland (PhD), assistant professor at the Ontario Veterinary College, joins Dr. Andy Roark to tackle a question every new grad wrestles with, how do you speak up and create change without feeling like you’re overstepping? In this episode, they dive into change management for early career veterinarians, unpacking the real barriers like confidence dips, imposter syndrome, and unclear communication skills. You’ll hear practical strategies for getting buy-in from your team, navigating resistance, and advocating for yourself without burning bridges. They also explore the reality that not every idea lands, not every change happens quickly, and sometimes success is simply doing your best within your control. If you’ve ever felt unheard, hesitant, or unsure how to lead as a new doctor, this conversation will leave you feeling more grounded, capable, and ready to take thoughtful action. This episode is brought to you by Hill's Pet Nutrition! AVMA Landing Page with info for registration: https://www.avma.org/events/avma-convention?gad_source=1&gad_campaignid=23627178955&gbraid=0AAAAAoVzcHYPsfiSRGJpEBl-1N6zrUTh1&gclid=CjwKCAjw1N7NBhAoEiwAcPchp0NyVcJaJlNGK1w599SAxBZS9kWb2hroimNavrQQRgLOaZ7fxPhENBoCW1EQAvD_BwE https://www.avma.org/events/avma-convention/what-is-the-cost Kat is an educator and researcher in the area of veterinary professional-client-patient interactions, and an assistant professor at the Ontario Veterinary College (OVC). Kat's research with the Relationship-Centred Veterinary Medicine at the OVC team explores how communication and relationships in veterinary medicine can be enhanced to improve the lives of animals and the people who care for them. She is passionate about teaching, and enjoys supporting student veterinarians and practicing veterinary professionals in developing their clinical communication and relationship-building skills.

Dr. Peter Weinstein, veterinarian and independent ownership advocate, joins Dr. Andy Roark to explore why more veterinarians are choosing to own their practices and step away from corporate structures. They break down the resurgence of independent veterinary practice ownership, including the financial realities, student debt concerns, and the desire for autonomy and purpose driving this shift. If you’ve ever wondered whether owning a veterinary practice is still possible or worth it, this episode will challenge your assumptions. Gang, let’s get into this episode. Dr Peter Weinstein is a husband, father, pet parent, veterinarian and leader. He has been involved with virtually all aspects of veterinary practice from a 15-year-old kennel kid to a hospital owner. Organized veterinary medicine has been a passion as well with various roles and leadership and presidencies of Southern California VMA, California VMA, and Vet Partners. He is a published author, most notably of the E-Myth Veterinarian-Why Most Veterinary Practices Don’t Work and What to Do About It. Currently, he is teaching business and finance at the Veterinary College of Western University of Health Sciences. He likes to think of himself as a free-thinking change agent and disruptor who, because he has a daughter who is a recent graduate from veterinary school, is working for an even better veterinary profession in the future. Mentioned in this episode: Register for the Dont Get Sued course! On Demand Team Training Bundle Great medicine can still lead to tough conversations with clients. The Team Training Bundle gives your veterinary team practical tools to handle angry clients and communicate clearly in the exam room, so every interaction builds trust instead of tension. Flexible, on-demand training makes it easy to strengthen communication across your entire clinic. Learn more about the Team Training Bundle here! Uncharted Practice Owner Summit at NAVC SkillShop Owning a veterinary practice comes with challenges no one teaches you in school. The Uncharted Practice Owner Summit, hosted at NAVC SkillShop in Orlando, is a hands-on leadership workshop designed to help owners strengthen their teams, improve operations, and make confident business decisions. This small-group, working session focuses on real-world tools and honest conversations, not passive lectures. Spots are limited. Register now! Register for Uncharted Practice Owner Summit at NAVC SkillShop here! On Demand Team Training Bundle Great medicine can still lead to tough conversations with clients. The Team Training Bundle gives your veterinary team practical tools to handle angry clients and communicate clearly in the exam room, so every interaction builds trust instead of tension. Flexible, on-demand training makes it easy to strengthen communication across your entire clinic. Learn more about the Team Training Bundle here!

Dr. Jules Benson, DVM, founder of Tapetum Lucidum Consulting and a data strategist, joins Dr. Andy Roark to tackle a frustrating truth in the access to care conversation, lots of well-meaning advice for vets is not practical in real clinics with limited time, fixed protocols, and real-world overhead. They dig into the “iron triangle” of cost, quality, and access (the good, fast, cheap problem), and why defining “quality” often gets tangled up with “most advanced care.” Along the way, they talk about client trust as a process issue, how most practice websites fail to differentiate who they are for, and why strategy means saying no, including being clear about what a clinic will not do. They explore stratified care models like nonprofit care, mobile practice, focused care centers, and urgent care, and the idea of a community of care that hands clients off appropriately. Gang, let’s get into this episode. Keywords: veterinary access to care, veterinary client communication, veterinary practice strategy, cost quality access Dr. Jules Benson is the Principal at Tapetum Lucidum Consulting and the 2025 Chair at the Veterinary Innovation Council (VIC). With over two decades as a practitioner, industry executive, strategist, and data and technology leader, his focus lies in identifying and applying innovation that can improve the lives of pets, pet families, and veterinary healthcare teams. Mentioned in this episode: Register for the Dont Get Sued course! Office Hours w/ Dr. Andy Roark Inside the Uncharted Veterinary Community, Dr. Andy Roark hosts Office Hours where veterinary leaders can bring real-world challenges and get practical guidance from someone who understands the realities of practice life. These sessions give veterinarians, practice managers, and team leaders a chance to ask questions, workshop difficult situations, and gain perspective on issues like team dynamics, communication, burnout, and clinic operations. Instead of navigating leadership challenges alone, members get direct access to Andy’s insight along with the support of a community of veterinary professionals working through many of the same challenges. Register for Office Hours here! On Demand Team Training Bundle Great medicine can still lead to tough conversations with clients. The Team Training Bundle gives your veterinary team practical tools to handle angry clients and communicate clearly in the exam room, so every interaction builds trust instead of tension. Flexible, on-demand training makes it easy to strengthen communication across your entire clinic. Learn more about the Team Training Bundle here! Uncharted Practice Owner Summit at NAVC SkillShop Owning a veterinary practice comes with challenges no one teaches you in school. The Uncharted Practice Owner Summit, hosted at NAVC SkillShop in Orlando, is a hands-on leadership workshop designed to help owners strengthen their teams, improve operations, and make confident business decisions. This small-group, working session focuses on real-world tools and honest conversations, not passive lectures. Spots are limited. Register now! Register for Uncharted Practice Owner Summit at NAVC SkillShop here!

Dr. Nathan Peterson, DVM, DACVECC, takes us straight into one of the most uncomfortable questions in veterinary medicine: are we sometimes prolonging suffering, and what does that do to our teams? In this episode, Dr. Andy Roark and Dr. Peterson unpack medical futility, moral distress, and veterinary burnout in a way that feels both honest and actionable. They explore what happens when technicians feel stuck providing care that conflicts with their values, and why that tension matters more than we think. You’ll hear practical ideas like creating psychological safety, building a “pause button” for team concerns, and even introducing ethical rounds to navigate tough cases together. If you’ve ever wrestled with end-of-life decisions, team conflict, or the emotional weight of patient care, this conversation will leave you thinking differently and leading better. Gang, let’s get into this episode! Mentioned in this episode: On Demand Team Training Bundle Great medicine can still lead to tough conversations with clients. The Team Training Bundle gives your veterinary team practical tools to handle angry clients and communicate clearly in the exam room, so every interaction builds trust instead of tension. Flexible, on-demand training makes it easy to strengthen communication across your entire clinic. Learn more about the Team Training Bundle here! Uncharted Practice Owner Summit at NAVC SkillShop Owning a veterinary practice comes with challenges no one teaches you in school. The Uncharted Practice Owner Summit, hosted at NAVC SkillShop in Orlando, is a hands-on leadership workshop designed to help owners strengthen their teams, improve operations, and make confident business decisions. This small-group, working session focuses on real-world tools and honest conversations, not passive lectures. Spots are limited. Register now! Register for Uncharted Practice Owner Summit at NAVC SkillShop here! Office Hours w/ Dr. Andy Roark Inside the Uncharted Veterinary Community, Dr. Andy Roark hosts Office Hours where veterinary leaders can bring real-world challenges and get practical guidance from someone who understands the realities of practice life. These sessions give veterinarians, practice managers, and team leaders a chance to ask questions, workshop difficult situations, and gain perspective on issues like team dynamics, communication, burnout, and clinic operations. Instead of navigating leadership challenges alone, members get direct access to Andy’s insight along with the support of a community of veterinary professionals working through many of the same challenges. Register for Office Hours here! Register for the Dont Get Sued course!

Tasha McNerney, CVT, VTS (Anesthesia & Analgesia), tackles one of the most common clinical dilemmas, how do you safely sedate dogs and cats for quick procedures without committing them to a full day of anesthesia or risking complications. If you have ever hesitated before radiographs, wound repair, or diagnostics because you wanted fear-free handling but also needed efficiency, this episode delivers practical answers. Tasha walks through reversible sedation protocols, multimodal analgesia, and how to combine opioids, dexmedetomidine, and local blocks to maximize comfort while protecting the airway. She also shares feline sedation strategies, when to add ketamine, and how local anesthesia can do the heavy lifting for painful procedures. You will walk away with confidence, safer sedation choices, and tools to deliver high-quality care even in spectrum-of-care situations. Gang, let’s get into this episode! Veterinary Anesthesia Nerds: https://www.veterinaryanesthesianerds.com/ Tasha McNerney obtained her CVT in 2005 and has worked clinically in the areas of anesthesia and surgery ever since. Tasha obtained her CVPP (certified veterinary pain practitioner) designation in 2013 and became a veterinary technician specialist in anesthesia in 2015. Tasha has been a featured speaker on various anesthesia and pain management topics at several international veterinary conferences. Tasha is the author of many articles and blogs on anesthesia and pain management related topics. In 2013 Tasha created the Facebook group Veterinary Anesthesia Nerds, which has over 65,000 members taking part in education and exchange of ideas from all over the world! Mentioned in this episode: Register for the Dont Get Sued course! On Demand Team Training Bundle Great medicine can still lead to tough conversations with clients. The Team Training Bundle gives your veterinary team practical tools to handle angry clients and communicate clearly in the exam room, so every interaction builds trust instead of tension. Flexible, on-demand training makes it easy to strengthen communication across your entire clinic. Learn more about the Team Training Bundle here! Office Hours w/ Dr. Andy Roark Inside the Uncharted Veterinary Community, Dr. Andy Roark hosts Office Hours where veterinary leaders can bring real-world challenges and get practical guidance from someone who understands the realities of practice life. These sessions give veterinarians, practice managers, and team leaders a chance to ask questions, workshop difficult situations, and gain perspective on issues like team dynamics, communication, burnout, and clinic operations. Instead of navigating leadership challenges alone, members get direct access to Andy’s insight along with the support of a community of veterinary professionals working through many of the same challenges. Register for Office Hours here! Uncharted Practice Owner Summit at NAVC SkillShop Owning a veterinary practice comes with challenges no one teaches you in school. The Uncharted Practice Owner Summit, hosted at NAVC SkillShop in Orlando, is a hands-on leadership workshop designed to help owners strengthen their teams, improve operations, and make confident business decisions. This small-group, working session focuses on real-world tools and honest conversations, not passive lectures. Spots are limited. Register now! Register for Uncharted Practice Owner Summit at NAVC SkillShop here!

Maria Pirita, CVPM, joins Dr. Andy Roark to tackle a frustrating reality many veterinary leaders are facing right now, your clinic feels slammed every day, yet the appointment book is quietly shrinking. In this Uncharted crossover episode, Maria and Andy unpack why declining veterinary visits can hide behind busy schedules filled with same day appointments, and why that pattern can create serious problems for clinic planning, revenue stability, and patient care. They explore practical leadership strategies for veterinary practice managers, including how to identify leading and lagging metrics, avoid “rollercoaster marketing,” reactivate existing clients, and build real team buy in when the staff does not see the problem yet. If your team thinks an empty morning schedule means an easy day, but you know something deeper is happening, this conversation will help you reset your mindset and take action before small trends become big problems. Gang, let’s get into this episode! ABOUT OUR GUEST Maria Pirita is a Certified Veterinary Practice Manager, Elite Fear Free Certified Veterinary Professional and former hospital administrator. In her work with Uncharted Veterinary Conference and beyond, Maria has presented to veterinarians and teams across the US and Canada on topics including veterinary marketing, feedback, team building, and positive work culture. With over 10 years of experience in veterinary medicine and over 20 years in leadership, she's passionate helping leaders develop their skills. Maria loves any activity that involves creativity or learning something new. This leads to an abundance of hobbies including crafting, traveling, cooking and gardening. Mentioned in this episode: Register for the Dont Get Sued course! On Demand Team Training Bundle Great medicine can still lead to tough conversations with clients. The Team Training Bundle gives your veterinary team practical tools to handle angry clients and communicate clearly in the exam room, so every interaction builds trust instead of tension. Flexible, on-demand training makes it easy to strengthen communication across your entire clinic. Learn more about the Team Training Bundle here! Office Hours w/ Dr. Andy Roark Inside the Uncharted Veterinary Community, Dr. Andy Roark hosts Office Hours where veterinary leaders can bring real-world challenges and get practical guidance from someone who understands the realities of practice life. These sessions give veterinarians, practice managers, and team leaders a chance to ask questions, workshop difficult situations, and gain perspective on issues like team dynamics, communication, burnout, and clinic operations. Instead of navigating leadership challenges alone, members get direct access to Andy’s insight along with the support of a community of veterinary professionals working through many of the same challenges. Register for Office Hours here! Uncharted Practice Owner Summit at NAVC SkillShop Owning a veterinary practice comes with challenges no one teaches you in school. The Uncharted Practice Owner Summit, hosted at NAVC SkillShop in Orlando, is a hands-on leadership workshop designed to help owners strengthen their teams, improve operations, and make confident business decisions. This small-group, working session focuses on real-world tools and honest conversations, not passive lectures. Spots are limited. Register now! Register for Uncharted Practice Owner Summit at NAVC SkillShop here!

Dr. Peter Weinstein, DVM, is asking a question many veterinary professionals feel but rarely say out loud, is veterinary medicine slowly losing its soul? In this thought-provoking conversation, he breaks down the concept of the “enshittification cycle,” and how corporate pressures, rising costs, and unrealistic client expectations can pull focus away from patients, teams, and community. More importantly, he offers hope. From strengthening veterinary team utilization to improving veterinary client communication and exploring new practice models, Dr. Weinstein shares practical ways clinics can restore trust, affordability, and purpose. This episode will leave you thinking differently about leadership, affordability, and what it takes to protect the future of independent veterinary practice while still delivering excellent care. Gang, let’s get into this episode! Dr. Peter Weinstein on LinkedIn: https://www.linkedin.com/in/pawdr Dr. Andy Roark Newsletter Dr. Know-It-All Card Game Dr. Andy Roark Charming the Angry Client Team Training Course Dr. Andy Roark Swag: drandyroark.com/shop All Links: linktr.ee/DrAndyRoark Dr Peter Weinstein is a husband, father, pet parent, veterinarian and leader. He has been involved with virtually all aspects of veterinary practice from a 15-year-old kennel kid to a hospital owner. Organized veterinary medicine has been a passion as well with various roles and leadership and presidencies of Southern California VMA, California VMA, and Vet Partners. He is a published author, most notably of the E-Myth Veterinarian-Why Most Veterinary Practices Don’t Work and What to Do About It. Currently, he is teaching business and finance at the Veterinary College of Western University of Health Sciences. He likes to think of himself as a free-thinking change agent and disruptor who, because he has a daughter who is a recent graduate from veterinary school, is working for an even better veterinary profession in the future. Mentioned in this episode: Office Hours w/ Dr. Andy Roark Inside the Uncharted Veterinary Community, Dr. Andy Roark hosts Office Hours where veterinary leaders can bring real-world challenges and get practical guidance from someone who understands the realities of practice life. These sessions give veterinarians, practice managers, and team leaders a chance to ask questions, workshop difficult situations, and gain perspective on issues like team dynamics, communication, burnout, and clinic operations. Instead of navigating leadership challenges alone, members get direct access to Andy’s insight along with the support of a community of veterinary professionals working through many of the same challenges. Register for Office Hours here! Uncharted Practice Owner Summit at NAVC SkillShop Owning a veterinary practice comes with challenges no one teaches you in school. The Uncharted Practice Owner Summit, hosted at NAVC SkillShop in Orlando, is a hands-on leadership workshop designed to help owners strengthen their teams, improve operations, and make confident business decisions. This small-group, working session focuses on real-world tools and honest conversations, not passive lectures. Spots are limited. Register now! Register for Uncharted Practice Owner Summit at NAVC SkillShop here! On Demand Team Training Bundle Great medicine can still lead to tough conversations with clients. The Team Training Bundle gives your veterinary team practical tools to handle angry clients and communicate clearly in the exam room, so every interaction builds trust instead of tension. Flexible, on-demand training makes it easy to strengthen communication across your entire clinic. Learn more about the Team Training Bundle here! Register for the Dont Get Sued course!

Dr. Jules Benson, BVSc, MRCVS, founder of Tapetum Lucidum Consulting, tackles one of the biggest questions facing veterinary medicine right now, why trust in veterinarians feels more fragile than ever. Fresh off a conference, he and Dr. Andy Roark explore how corporate growth, changing client perceptions, and rising costs are reshaping veterinary client trust and the perceived value of care. They dig into relationship-centered care, the importance of authentic practice values, and how evidence-based veterinary medicine, including spectrum of care and real-world outcome data, can help teams communicate options clearly and confidently. You will walk away with a deeper understanding of how trust is built in the exam room, why transparency and authenticity matter more than ever, and how leveraging evidence can strengthen both client relationships and long-term veterinary sustainability. Gang, let’s get into this episode! https://illuminate.vet/ Jules Benson on LinkedIn Dr. Andy Roark Newsletter Dr. Know-It-All Card Game Dr. Andy Roark Charming the Angry Client Team Training Course Dr. Andy Roark Swag: drandyroark.com/shop All Links: linktr.ee/DrAndyRoark Dr. Jules Benson is the Principal at Tapetum Lucidum Consulting and the 2025 Chair at the Veterinary Innovation Council (VIC). With over two decades as a practitioner, industry executive, strategist, and data and technology leader, his focus lies in identifying and applying innovation that can improve the lives of pets, pet families, and veterinary healthcare teams. Mentioned in this episode: Office Hours w/ Dr. Andy Roark Inside the Uncharted Veterinary Community, Dr. Andy Roark hosts Office Hours where veterinary leaders can bring real-world challenges and get practical guidance from someone who understands the realities of practice life. These sessions give veterinarians, practice managers, and team leaders a chance to ask questions, workshop difficult situations, and gain perspective on issues like team dynamics, communication, burnout, and clinic operations. Instead of navigating leadership challenges alone, members get direct access to Andy’s insight along with the support of a community of veterinary professionals working through many of the same challenges. Register for Office Hours here! On Demand Team Training Bundle Great medicine can still lead to tough conversations with clients. The Team Training Bundle gives your veterinary team practical tools to handle angry clients and communicate clearly in the exam room, so every interaction builds trust instead of tension. Flexible, on-demand training makes it easy to strengthen communication across your entire clinic. Learn more about the Team Training Bundle here! Register for the Dont Get Sued course! Uncharted Practice Owner Summit at NAVC SkillShop Owning a veterinary practice comes with challenges no one teaches you in school. The Uncharted Practice Owner Summit, hosted at NAVC SkillShop in Orlando, is a hands-on leadership workshop designed to help owners strengthen their teams, improve operations, and make confident business decisions. This small-group, working session focuses on real-world tools and honest conversations, not passive lectures. Spots are limited. Register now! Register for Uncharted Practice Owner Summit at NAVC SkillShop here!

Dr. Emily King, DVM, founder of All Star Veterinary Clinic and veterinary social media educator, joins Dr. Andy Roark to tackle a growing tension in veterinary medicine, the public narrative that vets, corporate groups, and private equity are driving up costs while telemedicine companies promise cheaper alternatives. After a high-profile interview featuring Dutch telehealth’s CEO stirred controversy, Dr. King shares what really happens inside veterinary clinics, how social media can build trust with pet owners before they ever walk through the door, and why transparency matters more than ever. They dig into veterinary telemedicine, private equity in veterinary medicine, and the myth that rising prices equal rising profits, while exploring how veterinarians balance affordability with advocacy for pets and fair wages for their teams. This episode will leave you thinking differently about trust, value, and your voice in the profession. Gang, let’s get into this episode! Dr. Emily King on Instagram: https://www.instagram.com/dremilyking/ All Star Veterinary Clinic: https://www.all-starvet.com/about-us/team/dr-emily-king Dr. Emily King on LinkedIn: https://www.linkedin.com/in/dr-emily-king-06678337a/ Dr. Know-It-All Card Game Dr. Andy Roark Charming the Angry Client Team Training Course Dr. Andy Roark Swag: drandyroark.com/shop All Links: linktr.ee/DrAndyRoark ABOUT OUR GUEST Dr. Emily King, founder of All-Star Veterinary Clinic, is a proud graduate of the University of Tennessee. A Carmel native and Carmel High School alumna, she’s passionate about giving back to the community that shaped her by providing top-tier veterinary care close to home. Beyond the clinic, Dr. King connects with pet lovers across Instagram and TikTok through fun, educational content—including current events, family-friendly skits, and interactive veterinary cases. Her mission goes beyond pet care: she’s dedicated to empowering fellow veterinary professionals to reach their full potential. Mentioned in this episode: Uncharted Practice Owner Summit at NAVC SkillShop Owning a veterinary practice comes with challenges no one teaches you in school. The Uncharted Practice Owner Summit, hosted at NAVC SkillShop in Orlando, is a hands-on leadership workshop designed to help owners strengthen their teams, improve operations, and make confident business decisions. This small-group, working session focuses on real-world tools and honest conversations, not passive lectures. Spots are limited. Register now! Register for Uncharted Practice Owner Summit at NAVC SkillShop here! Office Hours w/ Dr. Andy Roark Inside the Uncharted Veterinary Community, Dr. Andy Roark hosts Office Hours where veterinary leaders can bring real-world challenges and get practical guidance from someone who understands the realities of practice life. These sessions give veterinarians, practice managers, and team leaders a chance to ask questions, workshop difficult situations, and gain perspective on issues like team dynamics, communication, burnout, and clinic operations. Instead of navigating leadership challenges alone, members get direct access to Andy’s insight along with the support of a community of veterinary professionals working through many of the same challenges. Register for Office Hours here! On Demand Team Training Bundle Great medicine can still lead to tough conversations with clients. The Team Training Bundle gives your veterinary team practical tools to handle angry clients and communicate clearly in the exam room, so every interaction builds trust instead of tension. Flexible, on-demand training makes it easy to strengthen communication across your entire clinic. Learn more about the Team Training Bundle here! Register for the Dont Get Sued course!

Dr. Emily Singler, VMD, jumps right in with a question every practice owner should be asking, are we truly supporting our people through pregnancy and parental leave, or just hoping it works out? In this episode, she and Dr. Andy Roark unpack how smart veterinary parental leave planning, thoughtful postpartum support, and clear communication help protect team morale, reduce resentment, and keep great people in veterinary medicine long term. You will walk away with practical ideas for accommodations, keeping in touch during leave, and making the return to work feel supportive for both new parents and the rest of the veterinary team. This conversation is really about building a healthier veterinary team culture where everyone feels valued, supported, and excited to stay in the profession. Gang, let’s get into this episode! https://www.emilysinglervmd.com https://www.instagram.com/emilysinglervmd Pregnancy & Postpartum Considerations for Veterinary Teams on Amazon Dr. Know-It-All Card Game Dr. Andy Roark Charming the Angry Client Team Training Course Dr. Andy Roark Swag: drandyroark.com/shop All Links: linktr.ee/DrAndyRoark ABOUT OUR GUEST Dr. Emily Singler is a 2001 graduate of Penn State University and a 2005 graduate of University of Pennsylvania School of Veterinary Medicine. Her career in veterinary medicine has included experience in shelter medicine, private practice, mobile practice, relief work, mentoring veterinary students, and veterinary writing. She is a mom of four kids and 1 dog. Dr. Singler is the author of Pregnancy and Postpartum Considerations for the Veterinary Team, published by CRC Press in 2023. Her book was written to provide information and insight for veterinary professionals as they navigate their transition into working parenthood and as a resource to guide veterinary leaders who support expectant and working parents. She is also Certified as a RETAIN Parental Leave Coach through the Center for Parental Leave Leadership. She uses the expertise gained from this certification to advocate for the needs of veterinary professionals who are expectant or working parents and to educate veterinary leaders on ways to better support parents in the workplace. Mentioned in this episode: Office Hours w/ Dr. Andy Roark Inside the Uncharted Veterinary Community, Dr. Andy Roark hosts Office Hours where veterinary leaders can bring real-world challenges and get practical guidance from someone who understands the realities of practice life. These sessions give veterinarians, practice managers, and team leaders a chance to ask questions, workshop difficult situations, and gain perspective on issues like team dynamics, communication, burnout, and clinic operations. Instead of navigating leadership challenges alone, members get direct access to Andy’s insight along with the support of a community of veterinary professionals working through many of the same challenges. Register for Office Hours here! Uncharted Practice Owner Summit at NAVC SkillShop Owning a veterinary practice comes with challenges no one teaches you in school. The Uncharted Practice Owner Summit, hosted at NAVC SkillShop in Orlando, is a hands-on leadership workshop designed to help owners strengthen their teams, improve operations, and make confident business decisions. This small-group, working session focuses on real-world tools and honest conversations, not passive lectures. Spots are limited. Register now! Register for Uncharted Practice Owner Summit at NAVC SkillShop here! On Demand Team Training Bundle Great medicine can still lead to tough conversations with clients. The Team Training Bundle gives your veterinary team practical tools to handle angry clients and communicate clearly in the exam room, so every interaction builds trust instead of tension. Flexible, on-demand training makes it easy to strengthen communication across your entire clinic. Learn more about the Team Training Bundle here! Register for the Dont Get Sued course!

Bill Schroeder, owner of InTouch Practice Communications, jumps in to tackle a big question every clinic owner is starting to feel: if pet owners are asking AI instead of visiting websites, are veterinary clinic websites becoming obsolete? Dr. Andy Roark and Bill unpack how AI search and conversational search are changing veterinary website marketing, why strong veterinary SEO and original content still matter, and how clinics can position themselves so AI tools actually send clients their way. If you’ve been wondering whether your website is still pulling its weight, this episode gives practical reassurance and direction for the road ahead. Gang, let’s get into this episode! LINKS InTouch Practice Solutions: https://intouchvet.com/unchartedai/ Dr. Know-It-All Card Game Dr. Andy Roark Charming the Angry Client Team Training Course Dr. Andy Roark Swag: drandyroark.com/shop All Links: linktr.ee/DrAndyRoark ABOUT OUR GUEST Bill Schroeder is an entrepreneur, international speaker, veterinary thought leader, and digital marketing enthusiast who has, for the past 28 years, leveraged his love of people and pets to help veterinary practices grow and thrive. He has say on the Board of Directors for VetPartners, teaches within the MBA program at Purdue University, and can be found teaching from many of the veterinary conference stages around the world. Bill owns InTouch Practice Communications (www.InTouchVet.com), a full-service digital marketing agency built specifically for the veterinary community. His firm and more than 8,000 client success stories are the basis for his totally non-commercial talks. This unique view into the techniques and principles that are actually making the most impact drive his classes to be extremely relevant and empowering as the content is drawn from actual experience. It’s the stuff that works. Bill will teach you how to implement these things in your practice. As a former United States Marine, he is a forever patriot and eagerly supports many veteran’s causes. Bill lives in the Chicago suburbs with his wife Katie, daughters Madison and Lilly, and their very jealous schnauzer, Olive. Mentioned in this episode: Register for the Dont Get Sued course! Office Hours w/ Dr. Andy Roark Inside the Uncharted Veterinary Community, Dr. Andy Roark hosts Office Hours where veterinary leaders can bring real-world challenges and get practical guidance from someone who understands the realities of practice life. These sessions give veterinarians, practice managers, and team leaders a chance to ask questions, workshop difficult situations, and gain perspective on issues like team dynamics, communication, burnout, and clinic operations. Instead of navigating leadership challenges alone, members get direct access to Andy’s insight along with the support of a community of veterinary professionals working through many of the same challenges. Register for Office Hours here! On Demand Team Training Bundle Great medicine can still lead to tough conversations with clients. The Team Training Bundle gives your veterinary team practical tools to handle angry clients and communicate clearly in the exam room, so every interaction builds trust instead of tension. Flexible, on-demand training makes it easy to strengthen communication across your entire clinic. Learn more about the Team Training Bundle here! Uncharted Practice Owner Summit at NAVC SkillShop Owning a veterinary practice comes with challenges no one teaches you in school. The Uncharted Practice Owner Summit, hosted at NAVC SkillShop in Orlando, is a hands-on leadership workshop designed to help owners strengthen their teams, improve operations, and make confident business decisions. This small-group, working session focuses on real-world tools and honest conversations, not passive lectures. Spots are limited. Register now! Register for Uncharted Practice Owner Summit at NAVC SkillShop here!

Simon F. Haeder, PhD is an associate professor of public health at The Ohio State University, and jumps in with a question every clinic feels right now, how easy is it really for pet owners to get veterinary care? Using a massive secret shopper study, Simon shares what thousands of calls to clinics reveal about preventive care appointments, rural versus urban access, and what wait times actually look like across the country. Dr. Andy Roark and Dr. Simon Haeder unpack what this means for practices, pet families, and the bigger picture of veterinary access to care, plus they explore how clinics are responding to rising vaccine hesitancy in pets. You will walk away thinking differently about supply, demand, client expectations, and where our profession might need to head next. If you like practical conversations that zoom out and help you see the whole field a little clearer, this one is pure brain food. Gang, let’s get into this episode! LINKS Simon Haeder on LinkedIn: https://www.linkedin.com/in/simon-haeder-4526bb10/ The Ohio State University Faculty Page: https://cph.osu.edu/people/haeder1 Dr. Know-It-All Card Game Dr. Andy Roark Charming the Angry Client Team Training Course Dr. Andy Roark Swag: drandyroark.com/shop All Links: linktr.ee/DrAndyRoark ABOUT OUR GUEST Simon F. Haeder an Associate Professor in the Division of Health Services Management and Policy in the College of Public Health at The Ohio State University. His research focuses on access to health and health-protective services for both humans and pets with a focus on administrative burden, provider networks, vaccinations, and school-based health services as well as the regulatory process. He is the recipient of the David Kline Jones Distinguished Scholar Award and has served as a fellow in the Robert Wood Johnson Foundation’s Interdisciplinary Research Leaders Program. Mentioned in this episode: Office Hours w/ Dr. Andy Roark Inside the Uncharted Veterinary Community, Dr. Andy Roark hosts Office Hours where veterinary leaders can bring real-world challenges and get practical guidance from someone who understands the realities of practice life. These sessions give veterinarians, practice managers, and team leaders a chance to ask questions, workshop difficult situations, and gain perspective on issues like team dynamics, communication, burnout, and clinic operations. Instead of navigating leadership challenges alone, members get direct access to Andy’s insight along with the support of a community of veterinary professionals working through many of the same challenges. Register for Office Hours here! On Demand Team Training Bundle Great medicine can still lead to tough conversations with clients. The Team Training Bundle gives your veterinary team practical tools to handle angry clients and communicate clearly in the exam room, so every interaction builds trust instead of tension. Flexible, on-demand training makes it easy to strengthen communication across your entire clinic. Learn more about the Team Training Bundle here! Uncharted Practice Owner Summit at NAVC SkillShop Owning a veterinary practice comes with challenges no one teaches you in school. The Uncharted Practice Owner Summit, hosted at NAVC SkillShop in Orlando, is a hands-on leadership workshop designed to help owners strengthen their teams, improve operations, and make confident business decisions. This small-group, working session focuses on real-world tools and honest conversations, not passive lectures. Spots are limited. Register now! Register for Uncharted Practice Owner Summit at NAVC SkillShop here! Register for the Dont Get Sued course!

Dr. Sarah Boston, DVM, DVSc, DACVS, boarded surgical oncologist, author, podcaster, and stand up comedian, joins Dr. Andy Roark for a candid, funny, and slightly unhinged conversation that started with a text message and turned into a full blown existential check on veterinary medicine. Ever feel like the system is just a little… off? From commission based pay and buried service fees to corporate pressures and the emotional tax of modern practice, Andy and Sarah dig into why so many vets feel icky about how medicine is monetized right now. You will hear honest reflections on compensation models, professional values, burnout, and what happens when productivity becomes the only thing that counts. Expect laughs, deep truth, and that comforting feeling of realizing you are not the only one thinking, “Wait… are we doing this wrong?” Gang, let’s get into this episode! Dr. Sarah Boston IG: https://www.instagram.com/drsarahboston/?hl=en Comedicine Podcast: https://www.drsarahboston.com/comedicine-podcast Dr. Andy Roark Exam Room Communication Tool Box Team Training Course: https://drandyroark.com/on-demand-staff-training/ Dr. Know-It-All Card Game Dr. Andy Roark Charming the Angry Client Team Training Course Dr. Andy Roark Swag: drandyroark.com/shop All Links: linktr.ee/DrAndyRoark Dr. Sarah Boston is a veterinary surgical oncologist who is an ACVS board certified small animal surgeon and an ACVS Founding Fellow of both Surgical Oncology and Oral & Maxillofacial Surgery. She practices with VCA Canada in the Toronto area. Up until recently, she has spent most of her career in academia as a tenured faculty member at both the University of Guelph and the University of Florida. Dr Boston is also a best-selling author of the book, Lucky Dog: How Being a Veterinarian Saved my Life and one of the creators of The Cageliner, a satirical online newspaper for veterinary professionals that she is currently woefully neglecting. She is also a stand up comedian and in spring 2023, she graduated from the Humber College Comedy Performance and Writing Program. She is the host of the podcast Comedicine, where she interview healthcare professionals who are also comedians. She is a nerd. She believes that we all need to laugh more. Mentioned in this episode: Office Hours w/ Dr. Andy Roark Inside the Uncharted Veterinary Community, Dr. Andy Roark hosts Office Hours where veterinary leaders can bring real-world challenges and get practical guidance from someone who understands the realities of practice life. These sessions give veterinarians, practice managers, and team leaders a chance to ask questions, workshop difficult situations, and gain perspective on issues like team dynamics, communication, burnout, and clinic operations. Instead of navigating leadership challenges alone, members get direct access to Andy’s insight along with the support of a community of veterinary professionals working through many of the same challenges. Register for Office Hours here! Register for the Dont Get Sued course!