Performance management is a key component of a successful and cohesive veterinary clinic. It ensures every team member understands what’s expected of them, feels supported in meeting those expectations, and works in a way that contributes to the overall efficiency and effectiveness of the practice.
When done well, performance management is not just about evaluation but also about alignment, growth, and strong utilization. It’s a tool to ensure that people are not only showing up but showing up with purpose and clarity in how their role drives clinic operations.
Performance Management Begins with Utilization
Clear expectations about how an employee is meant to be utilized should be baked into job descriptions, onboarding, and performance metrics. When team members know the scope of their role, how their work contributes to patient flow, and what’s considered “working at the top of your training,” they can be measured fairly and coached constructively.
Utilization-linked expectations might include:
CSRs efficiently triaging calls to reduce unnecessary interruptions for clinical staff
Technicians confidently running technician appointments, collecting samples, or entering medical history
Assistants supporting treatment flow through proper room turnover and patient prep
DVMs delegating tasks to keep cases on time and focus on diagnostics and client communication
Each role has its own performance fingerprint, but all should support practice-wide efficiency.
Building Utilization into Goals and Metrics
A strong performance management system should include:
Defined productivity and efficiency expectations by role (e.g., number of tech appointments completed, patient turnover time, records completed same-day)
Utilization check-ins: Is the team member being empowered to do what they’re trained to do? Are they seeking ways to improve handoffs, reduce friction, or better support the flow of work?
Growth goals tied to skill-building or expanded task ownership (e.g., learning to place IV catheters, becoming cross-trained at the front desk, or mentoring a peer)
By measuring how someone contributes to practice efficiency, rather than just whether they “show up and behave,” performance reviews become more objective, strategic, and engaging.
Addressing Performance Concerns Through the Lens of Utilization
When performance concerns arise, it’s essential to consider whether the issue is a lack of will or a lack of skill, or simply a mismatch in how the person is being utilized. For example:
A technician may seem disengaged because they’re only assigned tasks below their ability.
A CSR may struggle with performance because they weren’t trained in triage scripts and keep forwarding every call to the treatment area.
A DVM may appear disorganized because they’re not effectively delegating or setting case expectations with their team.
Tools like Performance Improvement Plans (PIPs) can help clarify expectations, re-align duties, and coach employees into more effective, confident contributions, not just correction for correction’s sake.
Rewards and Recognition Tied to Effective Utilization
Recognizing team members who use their time and skills well is one of the most powerful ways to reinforce positive behaviors. Examples:
Spot bonuses for techs who keep appointments on time and assist peers
Shout-outs for CSRs who field challenging calls with grace and resolve issues independently
Promotions or tier advancement for assistants who complete training to take on advanced tasks
Incentivizing the how (not just the what) teaches the team that working smart, not just working hard, is the goal.
Efficiency as a Core Leadership Expectation
Leaders and supervisors must also be held accountable for creating a culture of effective utilization. Performance reviews for managers should include metrics such as:
Team task distribution efficiency
Staff engagement and clarity around their responsibilities
Turnover rates and staff feedback on being “seen” and empowered
Performance management isn’t just about what people do—it’s about how well they’re being used. A system rooted in clarity, trust, and utilization helps veterinary practices build teams that are accountable, efficient, engaged, and proud of their impact.
