by Daniel Kittell | Industry - Veterinary Medicine, News, Newsletter
Every veterinary practice deals with the client who shows up unannounced with a sick or injured pet, with no appointment and no call-ahead notice. You’ve already got a full schedule for the day. What now?
Walk-ins don’t have to throw your whole day off. With systems in place to handle these situations, you can manage them efficiently without disrupting your planned schedule.
Start With the Front Desk
Triage is the key to handling walk-ins, and it starts the moment an unannounced client walks through the door. Your front-end staff should know the correct questions to ask. What symptoms is the pet experiencing? When did the problem start? Is the pet having trouble breathing? Is the pet bleeding? Has the pet eaten something toxic?
These questions help gather enough information to flag a true emergency. And if a receptionist is unsure how serious the situation is, they should consult a technician or veterinarian.
A Technician Can Perform a Quick Assessment
Once the initial questions are answered, a technician should do a brief evaluation. Not a full workup, just enough to determine what you’re dealing with.
If the pet is experiencing a life-threatening emergency, start treatment immediately. But if it’s less urgent, you have options on next steps.
If the situation is urgent but not critical, it might be better handled at a nearby emergency hospital, which is equipped with additional staff, equipment, and specialty services. This way, you’re not disrupting your schedule, and the pet is getting care from a team that’s ready for it.
When a Small Issue Becomes a Big Problem
Sometimes the situation seems minor, so you decide to work the client into your schedule. Soon, something that first appeared minor is beginning to reveal a more serious problem. Additional testing is needed. Treatment takes longer than anticipated. A procedure becomes necessary. Suddenly, you need to pull a technician from another room, your next appointment is waiting, and you’re running 30 minutes behind schedule.
Not every quick walk-in stays quick, but you can get ahead of it.
Give Clients the Option to Wait
If the walk-in isn’t urgent, let the client know that you can see them, but they’ll have to wait until you can fit them into the schedule.
Some clients might be willing to wait. Others might reschedule. Either way, you’re not squeezing a non-emergency into an already packed day.
Clear communication is important here. Let clients know what the wait time looks like so they can make the call that’s right for them.
Build Time Into the Schedule
This is a practical long-term fix. If you block out one or two short windows during the day, you’ll have room in the schedule to absorb unexpected walk-ins. These openings may not be used every day, but they can provide breathing room when an emergency does arise.
Most clinics can’t avoid walk-ins, but with a plan and some built-in flexibility, you can handle them without derailing your schedule.
by Daniel Kittell | Accounting News, Industry - Veterinary Medicine, News, Newsletter
Running a veterinary clinic means juggling patient care, staff needs, and business operations. Technology can help ease that load, and in 2026, several trends are beginning to emerge for better efficiency, security, and staff and client support. Here are the technology trends shaping the veterinary industry in the year to come.
AI Is Reshaping Workflow
AI is becoming an indispensable tool for diagnostics, documentation, and scheduling. Some AI-powered tools can create notes and exam summaries, helping staff spend less time on paperwork and more time on animals. AI tools can also scan X-rays or lab results to support faster and more accurate results than humans alone. But AI is not a replacement for humans. Professional expertise still guides treatment, and human interaction is still imperative for client comfort, confidence, and retention.
Telemedicine Isn’t Going Anywhere
The pandemic pushed the industry into exploring virtual care, and now it’s a practical tool for ongoing care and follow-ups. Telehealth platforms allow practices to consult with clients, address minor concerns, and answer questions. It’s convenient for both clients and practices (when used efficiently, telehealth can help increase daily cases), but it’s especially helpful for clients in rural areas and those with mobility issues.
Health Trackers for Personalized Care
Just like wearable gadgets for humans, activity trackers and smart collars can track an animal’s heart rate, steps, and sleep. They alert clients through apps when red flags like weight gain or low energy start trending, potentially leading to preventative care and tailored treatment plans, not just emergency or reactive care.
Cloud-Based Practice Software
Cloud-based management software is essential. It automates scheduling, inventory, and billing, and it offers stronger security. Staff can log in from anywhere, updates happen automatically, and multi-location clinics or hospitals can work more seamlessly across sites. Costs typically start low, add-on features like online scheduling are usually easy to integrate, and if a computer crashes? Your data is still safe.
Flexible Payment Options Help Reduce Financial Stress
Affordability remains a significant barrier to care. Payment flexibility not only helps clients but also protects a clinic’s revenue by facilitating ongoing care and routine visits. Platforms that support wellness checkups, subscriptions, pet insurance, and in-house financing can ease budgets, reduce admin work, and ensure clients follow through with recommended care. Sometimes, payment flexibility is all it takes to prevent economic euthanasia.
Digital Wellness Plans
Digital wellness platforms can create custom plans to help clients stay on schedule, which leads to reliable revenue streams for practices. These platforms help by spreading out costs and reminding pet owners when it’s time for exams, vaccines, medicines, or screenings. It’s affordable for owners, sustainable for staff, and helps to increase compliance. And when clinics see higher compliance, pets stay healthier. If your practice is just wading into the waters of digital wellness platforms, try starting small with one platform to test.
by Daniel Kittell | Accounting News, Industry - Veterinary Medicine, News, Newsletter
As veterinary medicine continues to evolve, 2025 promises to be a transformative year. Industry professionals face emerging legislation, possible new roles, energized investor interest, and shifting dynamics in the pet insurance market. Here are the top trends shaping the field and what they mean for veterinary practices.
The People and Animals Wellbeing (PAW) Act
Introduced by Congresswomen Deborah Ross and Claudia Tenney in September of last year, the People and Animals Wellbeing (PAW) Act aims to expand access to veterinary care for underserved communities. The bill proposes federal funding for mobile clinics, subsidies for low-income families, and grants for practices serving rural areas.
The PAW Act has the potential to redefine how and where care is delivered, making veterinary services more accessible. Practices should keep an eye on the bill’s progress, as it could open funding opportunities and partnerships while increasing competition in traditionally underserved markets.
A New Industry Role
In a groundbreaking move, Colorado has introduced a midlevel practitioner role within the veterinary field—the Veterinary Professional Associate (VPA). This role is designed to fill the gap between veterinarians and veterinary technicians, providing a cost-effective solution to workforce shortages. A VPA’s responsibilities include conducting routine exams, prescribing medications, and performing minor surgical procedures under a supervising veterinarian’s guidance.
The creation of this new role has sparked debate in the veterinary community. Supporters highlight its potential to alleviate staffing shortages and increase access to care. Critics, however, question whether VPAs’ training—which includes a master’s degree in veterinary medicine—will be sufficient for the responsibilities assigned to them. Also of concern is the possible impact the VPA role could have on the roles of existing veterinary professionals. As Colorado serves as a testing ground, other states may evaluate the program’s success before considering adoption.
Investor Interest in High-Growth Segments
Investors are increasingly targeting high-growth areas within the veterinary industry. De novo hospitals, emergency care, and mobile services are increasingly attractive investments due to their potential for scalability and high returns.
- De Novo Hospitals: New veterinary hospital startups are appealing for their ability to tailor services to local demand and implement cutting-edge technologies.
- Emergency Care: With pet owners prioritizing immediate access to care, emergency clinics are becoming an essential asset to the veterinary industry.
- Mobile Services: Mobile veterinary services cater to a growing demand for convenience and personalized care, especially among urban pet owners.
These high-growth areas provide strategic opportunities for veterinary practices looking to grow or attract investment.
Pet Insurance Market Consolidation
The pet insurance market is rapidly consolidating. Now that JAB Holding Company owns over 20 pet insurance brands operating in more than 10 countries, critical questions about pricing, policy standardization, and referral dynamics within these networks are surfacing.
While immediate changes are unlikely, consolidation could influence pricing models, treatment coverage, and approval for diagnostic tools. Practices may find themselves navigating tighter referral relationships, which could limit options for clients.
To mitigate risks, practices should:
- Diversify partnerships with multiple pet insurance providers.
- Evaluate contracts carefully to ensure alignment with business goals.
- Advocate for policies that balance affordability for clients with fair reimbursement rates for providers.
The broader challenge is creating pet insurance models that work for both providers and pet owners.
Preparing for the Future
This year could bring significant change to the veterinary industry, driven by legislative shifts, innovative roles, investor interest, and market consolidation. Practices that stay informed and proactive can turn these trends into opportunities for growth and improved care.
by Daniel Kittell | Accounting News, Industry - Veterinary Medicine, News, Newsletter
Developing an exit strategy is essential for veterinary practice owners, and you likely need to begin sooner than you think. A well-crafted exit plan ensures the transition is smooth, maximizes the value of your practice, and aligns with both your financial and personal objectives. Here’s what you need to know about preparing your practice for sale.
Define Your Financial and Personal Retirement Objectives
Before you even begin planning your exit strategy, it’s essential to clearly define what you want to achieve both financially and personally. Do you aim for a full retirement, or are you planning for a phased exit where you gradually reduce your involvement? Understanding your ideal retirement lifestyle, how much income you’ll need, and any legacy goals will shape your exit plan. These objectives also guide decisions on when to sell and whether you need to maximize the value of your practice quickly or have flexibility in timing.
Start Planning Early: Three to Five Years Ahead
One of the biggest mistakes veterinary practice owners make is waiting too long to start planning their exit. Ideally, you should begin preparing at least three to five years before you intend to sell. This timeline allows you to make strategic improvements to your practice, boost profitability, and enhance its appeal to potential buyers.
Early planning also gives you time to address any operational inefficiencies, strengthen your management team, and improve your financial documentation. Buyers look for a practice with consistent revenue, well-maintained facilities, and growth potential, all of which take time to cultivate.
Focus on Key Financial Metrics: Gross, Growth, and Intangibles
When it comes to valuing your veterinary practice, buyers will scrutinize a few key financial metrics, particularly your gross revenue, growth rate, and intangible assets. Here’s why these matter:
- Gross Revenue: Your practice’s gross revenue gives buyers a snapshot of overall business performance. Strong, stable revenue streams are more attractive and signal that the practice has a solid client base.
- Growth Rate: Consistent growth demonstrates that your practice has potential for future profitability. Buyers will review profit-and-loss statements to analyze trends in revenue growth, operating expenses, and net income. Showing a history of growth creates confidence in the ongoing viability of the business.
- Intangible Assets: Beyond the numbers, intangibles like your practice’s reputation, client loyalty, and community presence are significant value drivers. Positive online reviews, strong referral networks, and a recognizable brand can boost your practice’s appeal. Make sure you document these assets and maintain a positive public image.
Demonstrate Cash Flow with Clear Financial Records
To make your practice attractive to potential buyers, you need to have well-organized financial records. Profit-and-loss statements, tax returns, and balance sheets should clearly reflect your practice’s cash flow. Buyers want to see that the practice generates enough profit to cover its operating expenses while providing an owner’s income. Clean, consistent financial records reduce risk for buyers and can lead to a higher valuation.
If needed, consider hiring a financial advisor or accountant specializing in veterinary practices to help organize and present your financials in a way that highlights your practice’s strengths.
Enhance the Practice’s Marketability
In addition to strong financials, take proactive steps to enhance your practice’s marketability. This could involve upgrading equipment, refreshing the facility, or optimizing workflows to reduce costs. An attractive, well-run practice is more likely to fetch a premium price.
Additionally, consider how dependent your business is on your personal involvement. If your presence is crucial to operations, potential buyers might see this as a risk. Transitioning key responsibilities to your team ahead of time can make your practice more appealing to prospective buyers.
Selling a veterinary practice is a significant decision that requires careful planning and forethought. Remember, the time and effort you invest in planning your exit strategy will pay off when you’re ready to step back and enjoy the next chapter of your life.
by Stephen Reed | Industry - Veterinary Medicine, News, Newsletter
Employee retention is an essential component of success for any veterinary practice. High turnover rates can disrupt workflow, impact client satisfaction, and hinder business growth. In this article, we’ll explore effective strategies to help you retain talented professionals whose contributions help maintain a thriving practice.
A Comprehensive Strategy
When your veterinary practice faces retention issues across the board or deals with high turnover in numerous roles, you need to zero in on the factors influencing both retention and staff turnover that have the greatest impact on the entire team. This includes the following:
Compensation
High turnover suggests that employees perceive their basic needs are not being fulfilled. A central need, of course, is compensation. Ensure that your salary and benefits packages are in line with industry standards and reflect the value of your employees’ contributions. Additionally, consider implementing performance-based incentives and bonuses to reward top performers and incentivize excellence.
Teamwork
Once this basic need is met, practices can prioritize factors that prevent turnover and foster retention. Teamwork takes center stage here, as a cohesive team dynamic is essential for all staff members. Offering scheduling flexibility and diverse job duties, along with promoting employee well-being, further solidifies staff satisfaction.
Career Growth Opportunities
Addressing these factors should already lead to a notable improvement in retention rates, but further steps can be taken to boost loyalty and improve employee satisfaction such as professional development and career growth opportunities. Provide ongoing training and support for skill development, offer mentorship programs, and encourage employees to pursue continuing education and certifications. Invest in their professional growth, and they will be more likely to stay and grow with your practice.
Staff Check-Ins
Finally, be sure to schedule regular check-ins with your team members to discuss their goals, provide constructive feedback, and address any concerns they may have. Create a supportive environment where employees feel comfortable sharing their feedback and ideas for improvement.
A Role-Based Strategy
For practices experiencing high turnover in specific roles, a role-based approach allows for targeted retention strategies tailored to the needs of those roles. Identify the reasons behind the turnover in these roles, whether it’s workload, lack of support, or insufficient training.
Provide adequate training and support for employees in these roles to ensure they feel confident and capable in their positions. Offer mentorship opportunities and assign experienced team members to provide guidance and support to newer employees.
Address workload issues by redistributing tasks or hiring additional staff to alleviate pressure on employees in high turnover roles. Implement efficient workflows and protocols to streamline processes and reduce stress on the team.
Offer incentives and rewards specific to the roles experiencing high turnover. This could include performance-based bonuses, recognition programs, or opportunities for advancement within the practice.
Reducing turnover and inspiring retention in your veterinary practice requires a comprehensive approach that addresses the needs of the entire team as well as specific roles experiencing high turnover. By fostering a positive work environment with a staff that functions as a team, offering competitive compensation and benefits, providing opportunities for professional development, and implementing targeted retention strategies, practices can create a workplace where employees feel valued, engaged, and motivated to stay for the long term.
