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Veterinary visits are down on both sides of the border, and rising fees are getting much of the blame. It's an explanation that sounds reasonable until you look at what's happening across different kinds of hospitals. Practices charging premium prices are losing visits, and so are practices with much lower fees. The economy and how cautious pet owners have become about spending may tell us more than prices alone. That distinction matters when practices are deciding what to change next. My guest today is Darren Osborne, Director of Economic Research at the Ontario Veterinary Medical Association. Darren works with veterinary practice owners and managers to make sense of their numbers, from pricing and budgeting to financial performance. He produces fee guides, financial benchmarks, and compensation data, including VHMA's Compensation and Benefits Report. He also works directly with dozens of hospitals on their budgets, giving him a close look at the financial challenges practices are dealing with every day. In this episode, we talk about what's behind the drop in visits, how the pandemic changed expectations for growth, and why Darren thinks veterinary services are still undervalued. We get into staffing, AI tools, and smarter ways to schedule appointments and surgeries, along with the numbers managers should be watching each month. Darren also makes the case for giving managers more access to financial information, more responsibility, and a share in the profits they help create. Show Notes: [01:05] Darren Osborne discusses his work with veterinary practices, including financial benchmarking, fee guides, and VHMA's Compensation and Benefits Report. [03:49] Comparing veterinary markets in Canada and the United States, including differences in pet food sales and similar trends in declining client visits. [05:42] Darren explains how inflation, consumer confidence, and economic uncertainty are affecting pet owners' willingness to spend on veterinary care. [07:00] Why Darren disagrees with the argument that rising veterinary fees are responsible for declining visits, and what the data shows across hospitals with different pricing structures. [09:26] How the pandemic fueled veterinary industry growth through increased pet ownership, greater disposable income, and changes in consumer spending. [12:20] Rising veterinary fees, improvements in the quality of care, and why Darren doesn't believe the industry is headed for a financial reckoning. [15:05] Looking beyond pandemic-era growth to understand client attrition, changing revenue expectations, and the industry's long-term outlook. [17:09] Why veterinary services may still be undervalued and how higher wages for veterinarians and staff have influenced pricing over the past five years. [19:12] Improving profit margins through efficient staffing, better compensation, and teams that can handle more appointments without sacrificing productivity. [21:06] Using AI scribes and veterinary technicians to reduce workloads, improve efficiency, and gradually increase appointment capacity. [22:16] The financial metrics practice managers should monitor, including inventory costs, labor expenses, monthly revenue, and client visits. [23:35] How grouping surgical procedures into dedicated surgery days can reduce downtime and increase hospital productivity. [25:53] Giving practice managers greater access to financial information and encouraging them to take responsibility for budgeting and financial performance. [28:10] Why Darren views practice managers as an investment and recommends performance-based bonuses tied to increased hospital profits. Links and Resources: VHMA Ontario Veterinary Medical Association Darren Osborne - LinkedIn

International pet travel has become increasingly complicated for veterinary practices. Requirements can change quickly, timelines are strict, and even a small mistake can disrupt a client's travel plans. In this episode, we talk with Maria Morgan about why these cases place so much pressure on veterinary teams and what practices can do to make the process more manageable. Maria is the recipient of VHMA's inaugural Kelly Clay Innovation Award and co-founder of Passpaw, a platform created to help veterinary practices manage pet travel compliance. We discuss how her own frustrations with the health certificate process led to the creation of the company. Maria also shares how changing regulations and limited access to government agencies have made international pet travel more difficult for both practices and pet owners. We also look at ways practices can approach pet travel as a defined service instead of treating every case as a one-time problem. Maria explains why clear workflows can reduce last-minute stress and why much of the work can be delegated instead of falling entirely on the veterinarian. We discuss outsourcing options as well and how practices can continue helping clients even when they do not want to manage every administrative detail themselves. Show Notes: [02:04] Maria Morgan joins the conversation after receiving VHMA's inaugural Kelly Clay Innovation Award. [03:28] What the award means to Maria and how frustration with pet travel paperwork inspired PassPaw. [05:30] How quickly PassPaw went from an idea to a working platform. [06:42] Why international pet travel has become increasingly difficult for veterinary practices and pet owners. [08:33] The stress veterinary teams face while managing health certificates, travel requirements, and client expectations. [10:32] A look at what can go wrong when pet travel requirements change unexpectedly. [13:30] Why some veterinary practices are choosing not to offer international health certificates. [15:36] How changing lifestyles and the human-animal bond are increasing demand for pet travel services. [18:12] Why constantly changing regulations make it difficult for practices to standardize pet travel workflows. [21:02] How practices can better use their teams and avoid putting the entire pet travel process on veterinarians. [23:07] Why pet travel should be treated like any other clinical service with a defined process and clear handoffs. [26:02] How outsourcing can help practices continue offering pet travel services without taking on all of the administrative work. [28:26] Where international pet travel may be headed over the next five to ten years. [29:59] Maria's advice for practices that are still unsure whether they want to offer pet travel services. Links and Resources: VHMA Maria Morgan - LinkedIn Maria Morgan - Passpaw VHMA Names Maria Morgan Inaugural Recipient of the Kelly Clay Innovation Award

AI is no longer just something you open in a browser and ask a question. It is beginning to work across the systems people already use, take on routine tasks, and change what clients expect from the businesses they interact with. Veterinary medicine is right in the middle of that shift. The technology is moving quickly, and practices are starting to figure out where it can genuinely make work easier while improving the experience for clients and their pets. Dr. Adam Little joins me to talk about what that change looks like in practice and where it may lead next. Adam is a veterinarian, entrepreneur, and speaker who has spent more than a decade working at the intersection of technology and animal health. Through Exponential Vet and his work throughout the profession, he has focused on helping veterinary teams understand emerging technology and find practical ways to put it to use. Our conversation looks at the move from AI tools that simply answer questions to systems that can actually complete work. Adam also explains how AI could change the way clients find veterinary practices, make appointments, research care, and communicate with their veterinary teams. We also look further ahead at personalized medicine, connected devices, new areas of specialization, and why experimenting with a small problem you already want to solve may be the best place to begin. Show Notes:  [02:10] Dr. Adam Little shares why he has long been interested in how technology can change veterinary medicine and open new ways to serve patients and clients. [05:09] Technology has repeatedly reshaped the veterinary profession, creating new specialties, organizations, and opportunities rather than reducing its importance. [08:00] An early interest in veterinary medicine, international development, and technology helped shape an unconventional career path. [10:00] AI is moving beyond answering questions and generating content to actually completing tasks and working across business systems. [13:03] Veterinary practices are still in the early stages of AI adoption, even as some users are already pushing the technology much further. [15:47] Rapid improvements in AI agents show why practices need to keep experimenting instead of judging the technology by what it could do months ago. [18:27] Strong client relationships can become even more valuable as pet owners use AI to research health concerns and prepare for veterinary visits. [21:07] AI-assisted research and triage could help pet owners understand when veterinary care is needed and arrive better prepared for treatment decisions. [24:29] Practices may increasingly separate into transactional and relationship-based models as client expectations and digital communication continue to change. [27:13] AI can expand access and handle routine interactions outside normal business hours while allowing veterinary teams to focus on more complex needs. [30:23] Greater pricing transparency can help practices explain the value behind their services as AI makes comparison shopping easier for clients. [33:02] More personalized veterinary care could combine genomics, connected devices, and ongoing health data instead of relying on a brief annual snapshot. [36:09] New technology may create entirely new veterinary niches and specialties while giving entrepreneurial professionals more ways to serve specific patient needs. [39:55] The Kelly Clay Innovation Award celebrates veterinary teams that develop practical solutions to problems within their own practices. [42:52] The key takeaway is to lean into AI, start with problems worth solving, and put these new capabilities in the hands of people who understand those problems best. Links and Resources: VHMA Dr. Adam Little - LinkedIn Exponential Vet Kelly Clay Innovation Award

Finding the right people has become one of the biggest challenges facing veterinary practices. Veterinarians often have several opportunities to consider, and salary is only part of what influences their decision. Mentorship, scheduling, workplace culture, flexibility, and the chance to build a life outside of work all matter. For practices, that means recruiting cannot begin only when someone leaves and the team is already stretched thin. In this episode, I talk with Gwen Delavar, senior recruiter and owner of VetProCentral. Gwen has more than 30 years of experience in veterinary medicine and has worked in many areas of practice, giving her a firsthand understanding of how veterinary teams operate. She founded Progressive Veterinary Management Services in 1992, which later became VetProCentral, and now helps veterinary practices across the country recruit veterinarians and management professionals. She is also the founder of the National Veterinary Talent Acquisition Association and the author of Your Veterinary Dream Team. Gwen shares what she is seeing in today's hiring market, including what new graduates are looking for and why meaningful mentorship often matters as much as compensation. We also talk about the risks that can come with large sign-on bonuses, common mistakes practices make during the hiring process, and why simply filling an open position is not always the answer. From writing a more honest job posting to looking beyond a résumé, Gwen offers practical ideas for attracting the right candidates and building teams that are more likely to stay. Show Notes: [02:20] Gwen shares how she entered veterinary recruiting and began helping practices find managers and veterinarians. [05:02] The ongoing veterinarian shortage has created intense competition for candidates, especially in rural communities. [08:18] Waiting until a staffing need becomes urgent can make an already difficult recruiting process even harder. [11:43] New graduates are becoming more selective about location, mentorship, and workplace fit, while practices are working harder to improve retention. [14:07] Large sign-on bonuses may come with lengthy commitments, repayment requirements, and production expectations. [17:30] A closer look at the recruiting process covers practice culture, candidate interviews, compensation needs, and negotiations. [20:27] *Your Veterinary Dream Team* offers guidance on job descriptions, recruiting strategies, advertisements, and finding stronger candidates. [23:01] Telling an honest and memorable story can help a practice stand out and attract the right applicants. [25:47] Gwen shares a memorable example of what can happen when recruiters do not understand the veterinary profession. [27:08] Employee support, workplace culture, technology, family needs, and community involvement will continue shaping veterinary recruitment. [29:03] The value that industry knowledge and a strong recruiting network can bring to a competitive search. Links and Resources: VHMA VetProCentral Gwendolyn Delavar - LinkedIn Your Veterinary Dream Team: A Practical Guide to Attracting and Retaining Top Talent

Spectrum of care gives veterinary teams a practical way to move beyond all-or-nothing treatment decisions and think more carefully about what is possible for each client, patient, and practice. A client may want to say yes to care and still run into real obstacles once they leave the exam room. They may not have a ride for a recheck, may struggle to give medication on schedule, may need to talk through the plan with someone at home, or may be worried they will be judged for waiting too long. The patient can be part of the challenge too, especially when stress makes diagnostics or at-home treatment harder. Dr. Kate Boatwright brings both clinical experience and a practical teaching perspective to this discussion, helping veterinary teams think through what it looks like to offer care with more flexibility, stronger communication, and a clearer understanding of each case. She is the founder of Write the Boat, a platform focused on a spectrum of care, access to care, mentorship, burnout, and finding a healthier balance in veterinary medicine. Dr. Boatwright is a speaker, author, and practicing small animal veterinarian who graduated from the University of Pennsylvania in 2013 and has worked in rural Pennsylvania as both a general practitioner and emergency clinician.  Since beginning her writing and speaking work in 2019, she has published in veterinary trade magazines and academic journals, self-published The Veterinary Mentorship Manual, and contributed to upcoming textbooks. Throughout the episode, Dr. Boatwright defines access to care, spectrum of care, and contextualized care while explaining why communication and informed consent are central to this work. She also discusses how hospital culture, team judgment, workflow, equipment, and fear of liability can limit the options a practice feels able to offer.  Show Notes: [02:45] Dr. Kate Boatwright shares how she knew from a young age that she wanted to become a veterinarian and how her path led into general practice. [06:55] Defining access to care, spectrum of care, and why veterinary care is not always an all-or-nothing decision. [09:15] Why contextualized care may better capture the goal of finding the right option for the patient and client in the moment. [11:17] Barriers that can keep clients and patients from getting care, including transportation, education, and fear of judgment. [14:46] The importance of clear communication, written instructions, and helping clients follow through after the appointment. [17:16] Dr. Boatwright shares a case example where limited diagnostics required a thoughtful, transparent plan with the client. [20:10] Recognizing judgment within the veterinary team and taking small steps toward offering a broader range of care options. [23:57] Why veterinarians should avoid judging colleagues' decisions without understanding the full client conversation. [25:19] Spectrum of care, liability concerns, and the importance of informed consent. [28:19] Documenting options, risks, declined recommendations, and client conversations clearly in the medical record. [30:32] How veterinary schools are beginning to incorporate spectrum of care into curriculum and clinical training. [33:49] Dr. Boatwright's final thoughts on helping teams offer some level of care to the clients and patients who walk through the door. Links and Resources: VHMA Write the Boat Veterinary Mentorship Manual Dr. Kate Boatright - Today's Veterinary Practice Dr. Kate Boatright - LinkedIn Write the Boat - Instagram

The conversation around Veterinary Professional Associates and Mid-Level Practitioners has raised important questions across the veterinary industry. At the center of the discussion is how to address workforce challenges, protect the quality of patient care, and create meaningful career growth for credentialed veterinary technicians without building a separate path that leaves many of them behind. Today, I'm joined by Anna Santos, Animal Health Supervisor with the University of Georgia's Office of Research Animal Resources and president-elect of the National Association of Veterinary Technicians in America, or NAVTA. Anna brings nearly 30 years of experience in veterinary medicine, along with a strong background in education, public health, disaster management, and veterinary technology leadership. She also recently led NAVTA's task force on the VPA and MLP models, helping guide a yearlong review of what these roles could mean for the profession. In this episode, Anna explains why NAVTA does not support the VPA or Mid-Level Practitioner models as they are currently structured, while still strongly supporting advanced education and expanded opportunities for credentialed veterinary technicians. We talk about scope of practice, technician utilization, career ladders, and the need for stronger collaboration across the veterinary health care team. Show Notes: [02:07] Anna shares more about her background in veterinary medicine, her current work in lab animal care, and the veterinary disaster management book she is co-authoring. [03:05] Anna explains how her background in academia, veterinary technology education, and state association leadership led to her role heading NAVTA's task force on Veterinary Professional Associates and Mid-Level Practitioners. [05:09] The discussion outlines what a VPA or Mid-Level Practitioner is intended to be, including the comparison to physician assistants and the goal of supporting veterinarians with advanced skill sets. [07:11] Anna describes how NAVTA formed its task force in January 2025 to study the issue, particularly after Colorado became the only state with a VPA law and program in place. [10:17] The task force looks at key questions around education, integration of existing credentialed technicians, and whether the VPA model strengthens the veterinary health care team. [11:41] Colorado's VPA program becomes a central point of discussion, including concerns that many associate-degree credentialed technicians would not qualify for the master's-level pathway. [13:08] Anna explains why the task force had concerns about clinical training requirements and whether the model provides enough hands-on preparation to support safe patient care. [14:38] The conversation turns to the larger need for a better educational ladder for credentialed veterinary technicians, including pathways for advanced training and career growth. [17:36] Anna shares NAVTA's official position that it does not currently support the VPA or Mid-Level Practitioner models as structured, while supporting advanced education for technicians. [19:29] The episode shifts into technician utilization, with Anna emphasizing the need to better educate veterinarians on how to work with and fully use credentialed veterinary technicians. [21:35] Anna discusses how stronger teamwork can improve patient care, client communication, staff efficiency, and burnout across veterinary practices. [23:04] The conversation explores how the profession might measure progress, including clearer scope-of-practice standards and broader recognition of credentialed technicians in practice acts. [24:10] Anna points to the need for more VTSs, micro-credentials, bachelor's degrees, master's degrees, and accessible advanced training options to keep technicians in the field. [25:21] The small number of Veterinary Technician Specialists nationwide highlights the need to expand training opportunities and make advanced credentials more accessible. [27:23] Anna reflects on how the veterinary team has evolved over the past few decades and why clearer roles can help practices become more efficient and sustainable. [28:34] Anna closes by encouraging listeners to reach out to NAVTA for more information and shares her continued passion for veterinary technology, nursing, and education. Links and Resources: VHMA NAVTA Anna Santos - Georgia Veterinary Technician Association University of Georgia Office of Research Work Like A Dog: Anna Santos Bridging Gap For Police Canine Care

Veterinary medicine has always been about doing more with less. Vets manage multiple patients, switch between emotionally opposite appointments, write detailed records, and still try to get home at a reasonable hour. The documentation burden alone is something the profession has quietly accepted as part of the job. That may be changing, and faster than most people realize. My guest today is Dr. Mike Mossop, co-founder and Chief Veterinary Officer at CoVet, an AI-powered scribe and clinical assistant built specifically for veterinary professionals. Dr. Mossop brings a background in both emergency and general practice. He ran his own technology-forward mobile veterinary business and continues to practice a few days each month alongside his work on the software side. That clinical grounding shapes how CoVet is built, with real workflows and real usability at the center of every decision. Today we get into how AI scribing actually works inside a veterinary hospital, from recording a client conversation on a smartphone to a finished medical record appearing on the screen before you make it back to your desk. We also talk about where adoption stands right now, what the numbers look like for practices that have made the switch, and where the technology is headed over the next few years. If you have been curious about AI in practice but have not yet taken the step, this conversation gives you a clear and honest look at what it is, what it is not, and why it might be worth a closer look. Show Notes: [02:20] Dr. Mossop shares his background, describing a path rooted in a love of biology and nature that led him through emergency and general practice before co-founding CoVet. [05:31] A plain-language breakdown of how AI scribing works is provided, covering the three core steps of recording, generating a document using a customizable template, and reviewing the finished record. [08:45] Recording device flexibility is discussed, with smartphones identified as the most practical starting point, alongside desktop and external microphone options for different clinic setups. [12:00] CoVet is positioned as drafting software that works alongside practice management systems rather than replacing them, with records syncing across devices in real time. [14:16] The broader rise of the AI companion layer is introduced, drawing a clear distinction between a personal assistant that travels with the individual vet and practice management software that stays with the practice. [17:53] Challenges around adoption are addressed, including introducing another software layer to already stretched teams and managing client consent, with both described as smaller hurdles than most vets expect. [22:31] Veterinary and human medicine AI adoption are compared, with the gap described as much narrower for software than for diagnostic equipment, and the variety of species and practice types identified as a reason customization matters more in this field. [26:07] Current adoption is characterized as sitting in the early majority phase in North America, with a five-year outlook suggesting the vast majority of veterinarians will be using some form of AI assistant. [27:14] A case study from Green Acres Hospital in Alberta is walked through, reporting roughly two hours saved per day, additional urgent care appointments absorbed, and a 10 to 15 percent productivity increase seen in a separate emergency hospital study. [32:21] Looking ahead, deeper integration with practice management software and expanded clinical decision support tools are identified as the next major developments, with a closing recommendation to simply try a free trial as the most effective way to understand the value firsthand.. Links and Resources: VHMA CoVet Dr. Mike Mossop - LinkedIn

What New Graduates Really Want: Salary, Debt, and the Surprising Truth About What Drives Their Job Choices Understanding where the veterinary profession is headed means looking closely at the people entering it. New graduates carry a lot with them, the cost of their education, their expectations, their career priorities, and their vision for what veterinary medicine should look like. Getting a clear picture of that group every year is no small task, but it is exactly the kind of work that helps the industry plan, adapt, and respond. My guest today is Katelyn McCullock, Chief Economist at the American Veterinary Medical Association, where she leads the Veterinary Economics Division. Her team of five focuses exclusively on veterinary economic and workforce research, producing some of the most closely watched data in the profession. That includes an annual census of veterinarians, a pet ownership and demographics survey, and the graduating senior survey, which captures a snapshot of every accredited veterinary school's final-year students just weeks before they walk across the stage.  Beyond those flagship reports, her division also takes on industry-specific research projects that help shine a light on corners of the profession that don't always get attention. Today, we dig into the most recent graduating senior data, fresh off the press. We cover where new graduates are landing, what they are earning, how much debt they are carrying, and perhaps most interestingly, what they actually say they are looking for in an employer. Some of the answers might challenge assumptions you have held for a while. Show Notes: [02:22] An overview of the graduating senior survey methodology and how data is collected is provided. [02:44] The AVMA Veterinary Economics Division is introduced, including its team size and scope of work. [03:00] Annual research projects are described, including a pet ownership and demographics survey and ad hoc industry reports. [04:38] The survey's reach is explained, covering all 33 AVMA-accredited U.S. veterinary schools plus two Caribbean schools. [05:01] Survey timing is discussed, with students responding two to three weeks before graduation as a point-in-time estimate. [05:26] The 2025 survey drew 3,318 respondents and achieved an 82.5 percent response rate. [05:54] The survey captures employment status, compensation expectations, student debt, and practice type preferences. [07:48] The consistently high response rate is attributed to strong collaboration with participating veterinary colleges. [08:29] In 2025, 93.2 percent of graduating seniors had received employment or advanced education offers. [09:03] Only about seven percent of graduates reported receiving no offers, a dramatic improvement from the post-recession high of 38.5 percent. [10:50] Fifty-eight percent of 2025 graduates accepted full-time employment, with roughly 28 percent entering advanced education. [12:37] Practice type distribution is reviewed, with approximately 70 percent of graduates entering companion animal practice. [13:10] Mixed animal practice accounts for about 10 percent, equine around eight percent, and food animal three to four percent. [14:00] Average starting salary for full-time private practice graduates in 2025 is reported at $134,244. [14:40] Companion animal salaries have outpaced other practice types since roughly 2015 and continue to lead. [15:56] Veterinary visit volume has been down two to three percent for approximately 24 months, contributing to a leveling of new graduate compensation. [17:24] Inflation and ongoing economic uncertainty are identified as additional factors shaping the graduate labor market. [17:46] Student debt is examined, with the average DVM-related debt load reported at $174,484, or just over $212,000 among those carrying any debt. [18:52] Forty percent of graduates carry over $200,000 in debt, while 18 percent report graduating with zero DVM-related debt. [19:43] The sustainability of high debt loads relative to starting salaries is discussed openly. [22:25] Mentorship is identified as the top reason new graduates accept a job offer, selected by 82 percent of respondents. [23:17] Location ranked second at 74 percent, followed by the people they would work with at 66 percent, with compensation ranking fourth at 59 percent. [25:05] Practical advice is offered on crafting job descriptions and recruitment language that speaks to what new graduates actually value. [26:41] The importance of authenticity in job postings is emphasized, as new hires quickly assess whether a workplace matches what was promised. [28:00] Closing thoughts address the post-pandemic reset in veterinary medicine and the importance of staying nimble amid economic uncertainty heading into 2026. Links and Resources VHMA American Veterinary Medical Association 2025 AVMA REPORT ON THE Economic State of the Veterinary Profession Katelyn McCullock - LinkedIn AVMA Chart of the Month Veterinary Industry Tracker

Referral medicine is one of those areas of veterinary care that really shows how much trust matters. When a case needs to move beyond primary care, emotions are already running high, questions start piling up, and everyone involved wants to be sure the next step is the right one. How that transition is handled can make a huge difference for the client, the pet, and the veterinarians on both sides. My guest today is Dr. Andi Flory, a board-certified veterinary oncologist who understands that reality from both a professional and a personal place. Her path into oncology began with her own dog's cancer diagnosis, an experience that reshaped how she thinks about care, communication, and the role specialists play during some of the hardest moments families face. Today, she also serves as assistant chair of the Specialty Medicine Awareness Committee, where she focuses on strengthening the connection between primary care veterinarians and specialists. In this conversation, we talk about how referral medicine has changed, what's improving, and where challenges still exist. Dr. Flory shares insights on advances in cancer detection and treatment, the growing influence of technology and AI, and the real-world concerns that often come up around referrals, including cost, access, and client anxiety. She also offers practical advice for making referrals feel less overwhelming and doing the best possible job for the pet and the people who care for them. Show Notes: [01:41] Dr. Flory shares the personal turning point that led her into oncology: her dog London's cancer diagnosis. [02:09] Compassion, communication, and offering families options become central themes in her approach to specialty care. [02:42] The importance of collaboration between specialists and primary care veterinarians is emphasized. [03:31] The emotional complexity of oncology work and supporting clients through difficult diagnoses is discussed. [03:48] Spectrum of care is highlighted as a way to meet families where they are. [04:46] Proactive cancer detection and early screening emerge as exciting developments in oncology. [05:07] Immunotherapy is identified as a promising and rapidly advancing area of cancer treatment. [06:09] Technology's role in improving records, diagnostics, and communication continues to expand. [06:45] AI is discussed as a useful tool when applied thoughtfully and with professional oversight. [07:36] Access to specialty care varies widely by region, especially for rural pet owners. [09:34] Data shows continued growth in the number of veterinary specialists entering the field. [11:06] The mission and purpose of the Specialty Medicine Awareness Committee are explained. [12:05] Consumer perception research aims to better understand pet owner awareness of specialty care. [13:38] Communication gaps and referral timing are identified as key areas for improvement. [16:05] Educational resources and outreach efforts supporting referral medicine are shared. [18:15] Pet owner concerns around cost, anxiety, and logistics are explored. [19:39] Research shows many pet owners feel specialty care provides strong value and satisfaction. [21:31] Referrals are shown to strengthen trust between clients and their primary care veterinarian. [22:17] Dr. Flory addresses misconceptions about specialists repeating tests unnecessarily. [24:00] Clear communication between specialists and referring veterinarians is emphasized as essential. [26:31] Staffing shortages affect both general practice and specialty hospitals. [27:20] Affordability and value are balanced through thoughtful treatment options. [29:12] Pet insurance and third-party financing options help support access to specialty care. [31:53] Telemedicine and vet-to-vet consults expand access and support referral decisions. [33:17] Best practices for successful referrals include preparation, records, and clear expectations. [36:27] A specialty consult is framed as information-gathering, not a commitment to treatment. [36:54] Referral medicine is built on trust and partnership. Links and Resources: VHMA Dr. Andi Flory - Dog Cancer Dr. Andi Flory - LinkedIn Specialty Medicine Awareness Committee (SMAC)

There's a growing sense across veterinary medicine that the ground has shifted. Visits are trending down, fees have climbed steadily, and what once felt like a short-term post-pandemic adjustment now looks more permanent. Practices are feeling real pressure to balance rising costs with client affordability, all while trying to stay sustainable and staffed. Today I'm joined by Dr. Karen Felstead, a DVM, CPA, CVPM, and Certified Valuation Analyst with decades of experience in veterinary finance and practice valuation. A nationally recognized consultant and longtime collaborator with VHMA, she brings a data-driven but practical perspective shaped by years of benchmarking work and direct conversations with veterinary leaders. We discuss what the Insider Insights reports are revealing, why declining visits are becoming a long-term concern, and how fee increases are starting to test client limits. We also discuss what a more realistic path into 2026 could look like. That includes stabilizing prices, moving away from growth driven mainly by fee increases, improving efficiency and team training, and using tools like wellness plans more intentionally. The conversation touches on staffing challenges and the current practice sale landscape, always returning to the same question many leaders are asking right now: how do we adapt to changing expectations without weakening the profession we've worked so hard to build? Show Notes: [00:52] A look ahead to 2026 and why current data matters more than optimism when planning for the future. [03:12] Economic uncertainty and political instability are already shaping client behavior and putting pressure on veterinary practices. [04:01] An overview of VHMA's Insider Insights Benchmark Reports and why monthly data offers a real-time pulse on the profession. [05:11] The fee survey stands out as one of the most revealing tools for understanding how practices approach pricing and client reaction. [08:16] Pandemic-driven visit spikes created unrealistic baselines that are now masking a more concerning long-term decline. [09:13] Data from 2025 confirms that declining visits are no longer a short-term correction but a sustained trend. [10:28] Rising veterinary fees have exceeded both inflation and cost increases, becoming the primary driver of reduced visits. [11:27] While access and hours play a role for some hospitals, cost remains the dominant issue across the industry. [12:14] Communicating value and offering payment options are no longer enough to offset affordability concerns. [13:08] Profit expectations may need to reset as the profession cycles into a more constrained economic phase. [14:29] Across-the-board fee reductions aren't the answer, but unchecked increases are no longer sustainable. [16:40] Clients may not track individual fees closely, but they absolutely feel the cumulative impact of total bills. [17:04] Fee increases need to slow significantly, shifting focus away from price-driven growth. [18:09] Offering medical alternatives helps clients stay engaged without feeling forced into only gold-standard care. [18:59] True profitability growth will require better marketing, efficiency, and staff training, not just higher prices. [19:24] Wellness plans help stabilize costs for clients and reduce financial surprises when designed thoughtfully. [21:39] Poorly planned subscription-style programs can backfire without proper financial modeling and execution. [22:09] Team training is essential for wellness plans to work and for clients to understand their value. [23:18] Hiring has improved slightly in some areas, but DVMs and licensed technicians remain in short supply. [24:30] Retaining staff is often more difficult than hiring, especially without strong onboarding and training systems. [25:45] Corporate acquisition multiples have declined, but strong hospitals still command premium valuations. [26:41] Practice quality now matters more than ever in determining sale price and buyer interest. [27:33] Profitability, location, facility condition, and scalability heavily influence whether a practice can sell. [28:51] Some practices are effectively unsellable due to structural and market limitations. [31:11] Veterinary medicine remains a respected profession, but consumers are becoming more selective as prices rise. [32:20] The challenge ahead is adapting how care is delivered and priced without losing trust or long-term stability. Links and Resources: Veterinary Hospital Managers Association VHMA VHMA Benchmark Reports Dr. Karen Felstead, a DVM, CPA, CVPM - PantheraT Dr. Karen Felstead - LinkedIn

Every veterinary hospital runs on the strength, spirit, and resilience of its team, and lately many leaders have been feeling the strain of keeping that energy alive. In this episode, we sit down with Bash Halow, a certified veterinary practice manager, licensed veterinary technician, and longtime business advisor who has spent more than 26 years helping hospitals navigate growth, teamwork, and the real-world challenges happening inside the walls of our practices. Bash brings a refreshingly honest perspective about what's happening in veterinary workplaces today, plus the shifting expectations of staff, the emotional and financial pressures they're carrying, and the disconnect that can happen when leadership and frontline teams aren't aligned. He talks openly about why accountability matters, why trust and empathy are non-negotiable, and how meaningful work still has the power to motivate people when we remove the barriers that get in the way. As we look toward 2026, Bash challenges us to rethink how we communicate goals, support our teams, and create environments where growth, problem-solving, and purpose can thrive again. It's a grounded and energizing message for anyone leading in veterinary medicine right now. Show Notes: [00:53] Bash Halow is a certified veterinary practice manager and licensed veterinary technician with more than 26 years of experience. [01:58] How he unexpectedly found his purpose and career inside a veterinary hospital. [04:17] The current emotional climate in veterinary practices and why teams feel less stressed than in prior years. [05:44] Concern about disengagement caused by disconnects between corporate goals and real hospital pressures. [06:33] The conversation explores emotional and financial pressures affecting today's veterinary workers. [07:46] Many team members struggle to make a living wage, which can impact focus and morale. [09:19] Bash explains how digital distraction habits are weakening resilience and coping skills. [10:34] Reducing workplace challenges to avoid stress can backfire by removing opportunities for meaning and fulfillment. [12:53] Some behaviors are too ingrained for coaching alone to correct, requiring tolerance or separation. [14:57] True support and trust are essential components of productive accountability conversations. [16:26] Often the root cause of incomplete tasks is a system failure rather than personal unwillingness. [18:22] Emotional responses like crying can shut down communication if not handled thoughtfully. [20:44] Bash encourages leaders to consistently reinforce the value of their services so teams can confidently communicate with clients. [22:12] Personal stories and empathy create stronger client buy-in than strictly clinical explanations. [23:59] A Toronto example shows how quickly trust can break when a recommendation is misunderstood as upselling. [28:08] Removing barriers and building trust leads to deeper client relationships and more rewarding work. [29:00] Leaders have a responsibility to reignite fulfillment and motivation for their teams. [30:21] Instead of apologizing for the challenges of veterinary medicine, leadership should build a structure that supports success. [31:21] Bash shares concerns about the future of private practice and the pressure independent owners face. [32:17] He expresses optimism about AI tools and remote support reducing workload and liability. [33:23] Today's workers aren't inferior; they're navigating different challenges and need better scaffolding. [34:06] Practices should focus less on administrative forms and more on building authentic trust with clients. [35:20] Growth, challenge, and meaningful teamwork still drive fulfillment. Links and Resources: Bash Halow Bash Halow - LinkedIn

The numbers behind the economy are shifting, and those changes are starting to show up in how clients spend, how practices price, and how the profession plans for the future. Understanding where we stand today, and what might be coming next, can make all the difference in preparing your business for what's ahead. Today's guest is Katelyn McCullock, Chief Economist at the American Veterinary Medical Association. With a background in agricultural and livestock markets, she now leads the AVMA's Veterinary Economics Division, which manages national surveys tracking practice ownership, the workforce, and pet ownership trends. Katelyn brings a clear-eyed view of how broader economic shifts connect to what's happening inside veterinary clinics. In this episode, she explains what the latest data is showing about consumer confidence, inflation, and spending, and how those trends could affect practices heading into 2026. Katelyn also talks about why having a flexible plan, and knowing which levers to pull when things change, can help veterinary teams stay steady and make thoughtful decisions, even when the market feels unpredictable. Show Notes: [01:49] Katelyn shares her background in agricultural and resource economics from Colorado State University. [02:14] She describes her early career as a dairy economist and her work in commodity markets, Farm Credit, and livestock consulting. [04:04] Katelyn explains the mission of AVMA's Veterinary Economics Division and its four major annual surveys. [05:24] She discusses the recent Veterinary Business and Economic Forum held in Denver and why it was a milestone event. [06:15] Katelyn outlines the topics covered at the forum, including rural practice, financial statements, culture, and buying or selling a practice. [07:00] The conversation shifts to current economic conditions and how they are influencing veterinary medicine. [07:40] Katelyn introduces her framework for understanding economic uncertainty and risk. [08:50] She talks about how delayed government data and shutdowns make it harder to see the full economic picture. [09:18] Katelyn notes that consumer confidence remains low despite post-COVID recovery. [10:20] She explains why consumer spending has stayed strong even as financial stress indicators rise. [11:19] Katelyn reviews recent job creation numbers and why they signal caution for 2026. [12:12] She identifies inflation as one of the biggest risks for veterinary businesses in the coming year. [13:20] The discussion covers how recovery varies across different industries and job sectors. [14:21] Katelyn explains the Federal Reserve's dual mandate and how interest rate changes affect the economy. [15:35] She breaks down the connection between monetary policy, inflation, and consumer behavior. [16:15] Katelyn outlines the ripple effects of financial stress and inflation on veterinary clients and clinics. [17:10] She advises practices to think carefully about pricing strategies and client cost sensitivity. [18:04] Katelyn warns about the possibility of a consumer-driven recession and what signs to watch for. [19:45] She highlights how declining real wages have limited consumer purchasing power since COVID. [20:23] Katelyn discusses data showing that veterinary visits are down even as revenue remains steady. [21:48] She shares new pet ownership and demographic trends from the latest AVMA Sourcebook. [23:12] Survey data reveals that most pet owners are highly satisfied with their veterinarians. [23:43] Katelyn explains that convenience and affordability drive where clients buy food and medication. [25:16] She encourages veterinary leaders to stress-test their business plans and prepare for multiple scenarios. [26:30] The conversation turns to black swan events and why adaptability is key to resilience. [27:42] Katelyn advises focusing on what can be controlled and making the best decisions with available information. [28:31] Brian reflects on the takeaway between managing uncertainty versus managing risk. [28:52] The episode closes with thanks to Katelyn McCullock and final remarks from the host. Links and Resources: Katelyn McCullock - American Veterinary Medical Association Katelyn McCullock - LinkedIn US Pet Ownership and Demographic Sourcebook

Staffing shortages, financial stress, and changing client behavior are reshaping the veterinary industry in ways that can't be ignored. To make sense of these challenges and where the opportunities lie, we're joined by someone who has seen both sides of the profession in the clinic and in industry leadership. That's where today's guest comes in. Dr. Meg Conlon is the Executive Director of Professional Services at Merck Animal Health, but her path here wasn't a straight line. She started out in government communications, went back to school to earn her DVM at Virginia Tech, spent time in a mixed animal practice, and later worked with Novartis, Elanco, and Idex before stepping into her current role at Merck. She now leads multiple teams that support veterinarians through education, research, and client-facing initiatives. In this episode, Dr. Conlon talks about new data on parasite prevention, the ongoing challenge of burnout and financial stress among veterinary staff, and what Merck is learning from industry-wide research. We also dive into how economic pressures are shaping pet owner choices and why collaboration, innovation, and practical tools are so important for moving the profession forward. Show Notes:  [02:09] Meg explains her role leading multiple professional services teams and how they support veterinarians. [03:09] She describes how these teams create educational resources, conduct studies, and consult directly with practices. [03:59] Meg discusses the Be Unconditional mindset and what it means for Merck's approach to supporting veterinarians, pet owners, and pets. [04:28] She outlines Merck's three daily goals: growing the business, changing behavior through compliance, and improving experiences. [05:28] Meg reflects on how her communication background shaped her veterinary and industry career. [06:25] She shares three current initiatives, starting with a global survey on parasite prevention that revealed major compliance gaps. [07:50] She highlights research linking tick-borne diseases to chronic kidney disease and how climate change is expanding parasite risks. [09:21] Meg explains Merck's ongoing well-being studies, noting high burnout among non-veterinarian staff and financial pressures leading to second jobs. [11:29] She emphasizes the need for practice leaders to provide growth opportunities, resources, and a sense of purpose for staff. [12:42] Meg points to industry data tracking as another way Merck partners with organizations to understand trends. [13:59] Discussion turns to why pet owners struggle with year-round parasite prevention, often due to forgetfulness or dosing challenges. [14:39] Economic pressures make pet owners more selective about spending, reinforcing the need to show the value of prevention over treatment. [15:43] Meg identifies ongoing challenges like staffing shortages, inefficiency, and declining visits, alongside emerging issues such as fewer puppies and slower caseloads. [17:11] She explains why relying on price increases is unsustainable and stresses the importance of organic growth and compliance. [18:33] Declining wellness visits are flagged as a major concern because they directly impact long-term pet health. [19:11] Meg describes how Merck partners with hospitals to drive compliance, introduce efficiencies, and provide tailored solutions. [19:43] She gives examples of Merck products that meet diverse pet owner needs and budgets. [21:01] Innovation is highlighted with Novivac Next, an RNA particle vaccine platform designed for flexibility with emerging pathogens. [21:32] Data-driven tools like Parasite Activity Reports are explained as resources for improving compliance and practice revenue. [22:49] Meg discusses how veterinary practices are now embracing a business mindset and how Merck has shifted to a consultative approach. [24:33] She introduces her pets, two pugs and a cat and shares a lighthearted moment about keeping them out of the recording room. [25:14] Meg stresses the importance of anticipating needs and collaborating with veterinary organizations on solutions. [26:20] She reflects on advice she would give her younger self as a new veterinarian: always seek resources and support from colleagues. [27:34] True success is about making others smarter and stronger, not being the smartest in the room. Links and Resources: Meg Conlon, DVM - Merck Animal Health Meg Conlon, DVM - LinkedIn Be Unconditional

Veterinary medicine doesn't run without the people on the floor, and that means our credentialed technicians and nurses. They're the ones holding patients, monitoring anesthesia, comforting clients, and making sure the day actually works. In this episode, we sit down with Ken Yagi, who's been in the field for more than 25 years. Ken is now the Chief Veterinary Nurse Officer at the Veterinary Emergency Group and also directs the RECOVER Initiative.  Ken started out working long hours as a tech in California and slowly carving a path forward. He's seen firsthand how the role has evolved. We discuss changes in credentialing, the ongoing debate over titles, and why recognition matters if we want technicians to stay in this profession. Ken makes the case that veterinary nurses are more than just support staff. They're essential partners in patient care. We also get into the realities that don't always get enough attention. Pay often lags behind the value techs bring. The job can be physically punishing, and the emotional toll is real. Practices that want to keep great people need to think beyond wages and benefits to career pathways, scheduling that respects personal time, and ways to ease the physical strain of the work. Ken's perspective is both practical and forward-looking. This conversation is a reminder that listening to your staff, supporting their growth, and treating them as true partners isn't optional if we want a stronger future for veterinary care.   Show Notes:  [01:00] Ken shares his background and how he first became interested in veterinary medicine. [02:35] He talks about dropping out of veterinary school and finding fulfillment working directly with animals. [03:19] Ken realizes the importance of credentialing and pursues becoming a veterinary technician. [03:47] He achieves his VTS in emergency and critical care, followed by internal medicine, and later earns his master's degree. [04:05] Ken moves into leadership roles, eventually managing an ICU team. [04:37] A speaking opportunity at IVECCS sparks his career in education and advocacy. [05:23] Ken explains how speaking engagements helped him see the bigger picture of the profession. [05:50] He reflects on how veterinary nursing has evolved over the last 10–15 years. [06:44] Ken describes the shift from task-based support staff to a recognized medical profession. [08:43] State credentialing and licensing requirements expand recognition of veterinary technicians. [09:25] Pay remains a challenge, with many techs still struggling for financial stability. [10:15] The conversation shifts to the variety of titles—registered, certified, licensed technician, and the push for the term "nurse." [12:56] Ken advocates for the Veterinary Nurse Initiative and the importance of title protection. [13:58] He outlines three key elements of true nursing care: critical thinking, patient well-being, and family support. [15:43] Organizations like AAVSB and AVMA are working to standardize credentials and practice acts across states. [16:52] Ken explains the complexities of alternative credentialing routes and why standardization matters. [17:43] Title protection and scope-of-practice laws remain inconsistent across the U.S. [18:37] He reviews progress since 2017 in efforts to adopt the veterinary nurse title and the resistance from human nursing groups. [19:58] Grassroots support is growing, with younger professionals increasingly preferring the title veterinary nurse. [21:03] Compassion fatigue and emotional strain remain major challenges for veterinary staff. [21:43] Ken describes his organization's nursing vision, which emphasizes physical, mental, and financial health. [22:38] Practices are now taking staff breaks more seriously, with improved scheduling and support. [23:52] Hospitals are also offering benefits, snacks, and counseling services to support well-being. [24:24] Physical strain is another overlooked factor as technicians' bodies often break down over time. [25:20] Ken raises the question of how to keep techs on the clinical floor without burning out. [26:10] Work-life balance and fair pay are essential to retaining credentialed professionals. [27:20] New roles focusing on case management and advanced practice nursing are being developed. [27:51] Advanced practice veterinary nursing allows techs to work at the edge of the legal scope, partnering closely with doctors. [28:43] Sonography is another emerging career pathway for veterinary nurses. [29:13] Ken stresses the need to make the physical work itself easier through better support. [29:36] He encourages leaders to listen to their staff and involve them in solving practice challenges. [30:23] The episode closes with a reminder to see and hear your team as valued partners in veterinary care.   Links and Resources: Veterinary Emergency Group Ken Yagi - LinkedIn RECOVER Initiative

Let's take a look at current data and trends in our veterinary practices. We're excited to have Sheri Gilmartin here today. She combines three decades of industry experience with a passion for data-driven insights. This conversation cuts through the noise and speaks directly to the challenges veterinary professionals are facing right now.  Sheri started out as a veterinary technician and eventually became the VP of Sales for Enterprise Solutions at Vetsource. Her deep understanding of the profession and love for meaningful innovation gives her a unique lens on the current state of veterinary care. We dive into what the numbers are really telling us.  Realities include fewer patient visits and shifting client behavior. There's also subtle changes like an uptick in feline care. We break down what these trends mean for everyday practice. We'll discuss how online pharmacies are changing the game and where clinics are losing revenue. We talk about the importance of forward booking and client communication. The goal is to help practices stay competitive without losing their personal touch. This is a real-world look at the veterinary business and where data meets intuition, because the right decisions today could make all the difference tomorrow. Sheri's insights are a thoughtful nudge toward growth, adaptation, and client loyalty. Whether you're running the numbers or managing the front desk, this episode is a reminder that staying relevant requires both grit and a willingness to evolve.   Show Notes:  [01:20] Sheri always knew she wanted to be a part of animal health.  [03:08] Sheri talks about how she began working in a veterinary practice during high school to where she is today at Vetsource, 30 years later.  [04:01] Vetsource provides an online pharmacy and e-commerce for the veterinary industry. They've added additional tools to help veterinary clients be successful. [05:01] They've also leveraged analytics and communication tools to help practices leverage their software systems. [06:08] Today, we're going to dive into the data and help practices stay relevant. [07:03] They have been focusing on data normalization since 2013. They now have a four-tier revenue category system that they can put revenue codes into. [07:51] They also started leveraging AI to auto normalize data. [08:45] They also have to deal with multiple practice management software systems. [09:44] There are people advocating for consistent codes. [11:06] Revenue per patient is also an important metric. [12:03] There has been a consistent decline in visits year-over-year since 2022. [12:42] Revenue is holding steady in spite of the decline in visits. A lot of this is driven by price increases. [13:48] Feline visits are up 1.1%.  [15:13] Wellness visits seem to be down. Sick visits are flat or up. Surgery visits also decline. [16:38] There's also a decline in product only visits. [17:23] Pet owners are using things like online pharmacies more often. Inflation and lack of disposable income is also an issue. [18:35] Most people are paying with credit cards. [19:06] Pet owners have to balance surgeries like dental work and spay and neuters with when they can do it. There is a decline in dentistry. [21:27] The cost of care is critical. It can also be challenging for pet owners.  [23:41] Data for the sake of data doesn't help an action plan is necessary. [24:03] Every practice should have a clear goal. Maintaining clients and client loyalty should be the goal. [26:58] Online pharmacies did increase at the start of COVID. There has been a steady increase of customers purchasing Veterinary supplies online. [31:31] How veterinary practices can be involved when clients choose to go to online retailers. [32:42] Practices have the advantage with pet owners, they just need to think more competitively and have competitive pricing. [35:07] Being proactive about working with pet owners instead of them going to some other practice. [36:12] Client satisfaction could be part of the equation. [37:08] The veterinary industry is resilient, and there are a lot of positive changes happening.   Links and Resources: Sheri Gilmartin - Vetsource Sheri Gilmartin - LinkedIn Veterinary Industry Tracker Trendspotting with a Client-First Mindset