Automation, Billing and Payment Systems

Integrated digital solutions that streamline invoicing and payment, often offering financing options.

Automation, Of Repetitive Tasks

Use of software features to automatically handle recurring functions (e.g., reminders, demographic data entry).

Communication Channels

The methods used to contact IT support (e.g., phone, online portal, text messaging). Choosing the right channel can speed resolution.

Communication Protocols

Standardized systems of scripts, templates, and tone guidelines that align team messaging across phone, email, and SMS.

Communication Skills, Mentorship

The mentor’s ability to provide constructive coaching and feedback that supports mentee learning and growth.

Communication, IT

Expecting IT providers to avoid unnecessary technical jargon and explain issues in plain language.

Compensation and Benefits

The package of wages, incentives, and non-wage perks offered to employees, designed to attract, retain, and motivate staff.

Compensation and Benefits, Training Context

Structured salary increases, benefit adjustments, bonuses, or professional development allowances tied to progression through leveling programs.

Compliance, Client

The degree to which clients follow through on veterinary recommendations (e.g., treatments, follow-up visits, preventive care). Higher compliance improves patient care and revenue.

Compliance, Clients

The degree to which clients follow veterinary recommendations after clear communication and financial alignment.

Compliance, DEA

Adhering to Drug Enforcement Administration regulations for handling, storing, prescribing, and documenting controlled substances in veterinary practice.

Compliance, Labor Laws

Adherence to federal and state employment regulations governing wages, hours, safety, and classification of workers.

Compliance, Marketing

Ensuring clients follow medical recommendations, framed here as part of marketing efficiency by linking it to communication and trust.

Compliance, Training

Training programs that ensure adherence to evolving veterinary regulations and requirements for licensure, such as OSHA and DEA standards.

Controlled Substances, Log

A record that tracks each unit of a controlled substance from arrival to final use, disposal, or destruction.

Controlled Substances, Management

Regulatory requirements in practice acts for handling, storing, and documenting controlled drugs to prevent misuse and ensure compliance.

Controlled Substances, Secure Storage

Locked, substantially constructed cabinets or safes required for housing controlled substances, with access limited to authorized staff.

Culture, Alignment

The degree to which employees’ personal values and behaviors match the practice’s mission and values, leading to higher satisfaction and retention.

Culture, Mentorship

Building organizational values, beliefs, and behaviors that normalize teaching, coaching, and mentorship throughout the practice, ensuring new and transitioning team members are supported.

Culture, Organizational

The shared values, beliefs, and behaviors within the practice that influence employee engagement, retention, and overall performance.

Culture, Workplace

The collective values, behaviors, and environment within a practice that influence retention, motivation, and satisfaction. Poor culture is cited as a more common driver of attrition than salary.

Data Analytics and Reporting Systems

Tools that track metrics like client retention, revenue, and appointment volume to identify improvement areas.

Experience, Check-Out

The client’s final in-clinic interaction, covering billing, scheduling, and follow-up—critical for retention.

Experience, Client

The overall perception of care shaped by every interaction with the practice—clinical, administrative, and emotional.

Experience, Client Arrival

The impressions formed when the client enters the practice, including reception, environment, and initial interactions.

Facility Design, Hand Hygiene

Integration of facilities and protocols that promote effective hand hygiene to reduce infection spread.

Facility Design, Healing Environment

A physical environment intentionally created to reduce stress, support recovery, and enhance well-being for patients, clients, and staff.

Facility Design, Holistic Approach to Adaptability

Viewing space design as an integrated system that combines technology, layout, and innovation for long-term flexibility.

Facility Design, Standards

Practice act requirements that dictate minimum standards for veterinary facilities, including equipment, sanitation, and safety.

Human Resources (HR)

The organizational function responsible for managing people, including recruitment, compliance, training, payroll, and culture. In veterinary clinics, HR is positioned as a strategic driver of success, not just administration.

Inventory Management Protocols

Training on ordering, stocking, and loss prevention systems to reduce inefficiencies and maintain operational flow.

Inventory Management Systems

Tools to track stock levels, automate reordering, and prevent overstocking or shortages.

Inventory Turnover Ratio

The rate at which inventory is used and replenished. Higher turnover indicates efficient use of capital and reduced stock stagnation.

Inventory Value

The total financial worth of on-hand inventory, tracked for accounting, tax purposes, and monitoring of overstock or excess.

IT Contingency Planning

Preparing backup resources (e.g., spare printer, backup PC) to ensure operations continue during equipment failures.

Leadership and Management Training

Programs designed to prepare veterinarians or senior staff for leadership roles, including courses on conflict resolution, team management, and business operations.

Leadership, Alignment

Coordination between HR strategy and practice leadership to ensure clarity, consistency, and purpose. Prevents bottlenecks and supports efficient utilization.

Learning Management Systems (LMS)

Digital platforms used to deliver, track, and manage training programs. Widely used in corporate settings, now common in veterinary education.

Learning opportunity, Clients

Using each appointment to provide short, meaningful client education. Involves showing visuals (e.g., x-rays), relating recommendations to comfort or longevity, and encouraging questions. Helps distribute education across the whole team, not just the DVM.

Marketing, In-House

Strategies run inside the practice (not external ads) that improve compliance with recommendations and encourage clients to adopt more services.

Marketing, Internal

The practice of motivating and engaging staff so they feel recognized and aligned with the mission, making them natural ambassadors to clients.

Marketing, Metrics

Simple measurements used to track the effectiveness of marketing efforts, such as social media engagement, event attendance, or review growth.

Marketing, MVP

A rotating internal award (such as a playful trophy or badge) recognizing staff who contribute to marketing successes, boosting morale and participation.

Marketing, Wins Board

A visual display (breakroom board, Slack channel, etc.) highlighting achievements such as reviews, sales, or social engagement to celebrate and motivate the team.

Marketing-Minded Culture

A team environment where every staff member understands their role in marketing and practice growth, making it part of daily operations rather than extra work.

Mentorship, Agreement

The understanding or contract (formal or informal) that outlines responsibilities and expectations in a mentorship relationship, upheld by the primary mentor.

Mentorship, Compensation

Recognition that mentorship requires significant commitment; may include stipends, reduced caseloads, leadership opportunities, continuing education credits, or recognition awards.

Mentorship, Formal

A structured mentorship relationship involving intentional planning, clear objectives, and organized development, distinct from informal, organically formed mentorships.

Mentorship, Informal

Mentorship that develops organically without a planned structure, typically less organized and without explicit goals.

Mentorship, Protected Time

Dedicated, scheduled time carved out specifically for mentorship conversations, ensuring consistent, meaningful interactions despite clinical demands.

Mentorship, Support

Guidance from experienced staff to junior team members, providing coaching, encouragement, and structured learning opportunities.

Morale, IT

The emotional state and job satisfaction of staff, improved when IT works smoothly and reduces overwhelm.

Morale, Staff

The collective confidence and emotional state of the veterinary team, which can be negatively affected by non-compliance or poor scope alignment.

Onboarding Programs

Structured processes to integrate new employees into the clinic, covering culture, policies, workflows, expectations, and role-specific duties to improve efficiency and retention.

Onboarding, as a Catalyst for Efficiency

The concept that onboarding, when structured around utilization, becomes the launchpad for productivity, accountability, and efficient role integration.

Ongoing and Continuous Training (IT)

Continuous staff education about technology, rather than one-time sessions.

Ongoing Training and Staff Development (Medical Records)

Ongoing staff training in software use and documentation practices, plus feedback collection to improve workflows.

Optimization, Culture

A workplace climate intentionally built by leadership to empower every role, supported by trust, collaboration, clear protocols, and feedback.

Patient Experience

The experience of the pet during visits, which directly influences client willingness to seek care.

Patient Safety

The protection of animal patients from harm, which can be compromised by non-compliance with veterinary practice acts.

Performance Benchmarks

Specific measurable criteria or metrics used to evaluate whether an employee has achieved the competencies required to advance to the next level.

Performance Feedback

Constructive input given to staff about job performance, aimed at reinforcing strengths, addressing weaknesses, and aligning with practice goals.

Performance Management

A clinic-wide system to ensure every team member understands expectations, is supported to meet them, and contributes to overall efficiency and effectiveness; not just evaluation, but alignment, growth, and utilization.

Plan-o-gram

A documented process, often with pictures, showing how inventory storage areas should be organized and maintained.

Practice Management System, Cloud-Based

Practice management software hosted online, allowing integration with third-party vendors and remote access.

Practice Management System, Server-Based

Practice management software installed on local servers with limited integration options compared to cloud-based systems.

Professional Conduct

Standards of ethical and professional behavior outlined in veterinary practice acts.

Professional Development Allowances

Additional financial support provided to employees for continuing education, certification, or specialized training.

Professional Pride

The sense of accomplishment and validation that comes from working at the top of one’s training and being recognized for it.

Reminders, Vaccination/Wellness

Automated notifications (via email, SMS, or postcards) sent to clients for preventive care visits.

Role Clarity

The clear communication of what is expected, permitted, and trusted in an employee’s role, reducing pressure on others and enhancing operational flow.

Role Leveling Programs

Structured systems that advance employees from beginner to expert levels through defined competencies, job descriptions, and assessments.

Role Optimization

The process of aligning each team member’s responsibilities with their skills, credentials, and legal scope of practice, to maximize efficiency and satisfaction.

Role, Client Experience

Specific staff assignments (e.g., receptionist, technician) that directly manage aspects of the client journey.

Skills, Acquisition

The process of building new professional competencies and confidence through tailored mentor guidance, feedback, and resources.

Soft Skills, Development

Training in communication, teamwork, and client interaction (e.g., handling difficult conversations, collaboration workshops).

Soft Skills, Mentorship

Non-technical abilities such as communication, professionalism, and interpersonal skills that strongly influence client trust and workplace relationships.

Staff Benefit Costs as % of Revenue Ratio

Ratio of total benefits provided to staff (e.g., health insurance, retirement) compared to total revenue.

Staff Collaboration Tools

Messaging/coordination platforms (e.g., Slack, Teams, PMS chat) used for internal updates and teamwork.

Staff Hours per Transaction Ratio

Average number of staff hours required to complete a client transaction.

Staff Salaries and Wages as % of Revenue Ratio

Ratio of total pay for staff compared to practice revenue, used as a financial performance indicator.

Staff Turnover Costs

The total expense to a practice when an employee leaves, including separation costs, replacement costs, training costs, and lost productivity.

Staff Turnover Ratio

The percentage of employees leaving a practice during a specific time period; noted as rising from 13% to 25% over five years.

Staff Turnover, Reasons

Key factors cited for veterinary employee departures: lack of utilization, poor culture, and low wages.

Staff Well-Being

The overall physical, mental, and emotional health of veterinary employees, influenced by their work environment.

Strategic Partnerships

Collaborations with shelters, schools, local pet businesses, or vendors to co-host events, share resources, and extend visibility.

Strategic Plan

A documented framework that defines vision, goals, and actions for improving workplace culture, efficiency, and profitability in a veterinary hospital.

Strategic Planning

The structured process of setting long-term goals, assessing resources, and aligning activities to achieve sustainable practice growth.

Strategic Planning, IT

Coordinating with IT before adding new software (e.g., dental systems) to ensure compatibility with practice information management systems (PIMS).

Strategic Solutions

IT decisions that balance repair vs. replacement to maximize efficiency and cost-effectiveness.

Supervision, Requirements

Legal standards defining whether a veterinarian must be directly present, indirectly available, or immediately supervising for certain tasks.

Team Buy-in

The level of acceptance and support employees show toward new initiatives or role changes; smoother transitions occur when buy-in is achieved gradually.

Team Champions, Marketing

Staff members who are naturally enthusiastic about client engagement, photography, or social media, and can inspire others to contribute to marketing.

Team Meetings

Structured gatherings of staff designed to share information, solve problems, align goals, and build collaboration.

Team Member Experience

The engagement and satisfaction of veterinary staff, driven by training, feedback, and feeling valued, which in turn boosts client loyalty.

Team-Centric Hospital

A facility designed around the needs of the veterinary team, ensuring efficiency, communication, and role optimization.

Team-Driven Marketing

A model where every staff member—from reception to technicians—participates in marketing by aligning daily interactions with the clinic’s brand and client experience.

Technology Alignment (IT)

Ensuring IT systems are coordinated with clinical and business goals to support staff efficiency, morale, and profitability.

Technology Business Reviews (IT)

Scheduled meetings with IT staff to evaluate current systems, discuss new options, and plan for future needs.

Technology Streamlining (IT)

The use of digital tools (e.g., automation, apps) to reduce behind-the-scenes workload so the team can focus on client care and connection.

Telemedicine (HR Context)

Managing HR and operational issues tied to remote veterinary work, including scheduling, supervision, and compliance.

Telemedicine Platforms

Digital platforms that allow remote veterinary consultations for triage, follow-ups, or minor cases.

Telemedicine Room

A small, designated space equipped for virtual consultations, designed for flexibility (can double as a meeting or ultrasound room).

Telemedicine Training

Training staff to deliver remote consultations effectively, with emphasis on cybersecurity and client data protection.

Training Costs

Expenses tied to onboarding and training a new hire, including duplicated staff hours, materials, and equipment.

Transactions per DVM Hour Ratio

Number of transactions generated per hour worked by a doctor of veterinary medicine (DVM).

Transactions per FTE DVM Ratio

Total number of client transactions divided by the number of full-time equivalent veterinarians.

Transparency, Clients

Open and honest communication with clients, especially around medical recommendations, pricing, and next steps.

Transparency, IT

The practice of openly sharing details about the technology used (e.g., logins, configurations, platforms) with IT staff so they can provide proper support.

Upselling scripts

Training CSRs to use positive language when mentioning wellness plans, parasite prevention, or lab bundles during checkout or scheduling. Example: “This plan helps spread out care and reduce surprises.”

Utilization Roadmap

A one-page onboarding document outlining tasks, training timeline, available resources, and how new hires can request added responsibility as they grow.

Utilization, Veterinary Technician

Maximizing the use of credentialed technicians’ full training and legal authority, particularly in patient care tasks, to reduce inefficiencies.

Veterinary Assistant

A non-credentialed team member who performs tasks delegated under the practice act, usually under higher levels of supervision.

Veterinary Medical Association (VMA)

Professional organizations at the state level that provide clarification on practice act rules, offer resources, and engage in advocacy.

Veterinary Practice Productivity Index™

A data-driven framework developed by IDEXX to enhance practice productivity across workflow, technology, and culture without reducing quality of care.

Veterinary Technician Specialist (VTS)

A credentialed veterinary technician who has obtained additional specialty certification, increasing their average wage by ~20%.

Wellness and Mental Health Programs

Initiatives that address compassion fatigue, stress management, resilience, and work–life balance; includes workshops and awareness programs. Includes mindfulness workshops, pet loss support groups, or stipends for personal wellness activities designed to reduce stress and improve morale.

Wellness Rooms

Dedicated spaces for staff to rest, meet personal needs, and recover from stress.

Workflow and Task Management Systems

Systems that assign, track, and monitor tasks to ensure efficiency and avoid missed steps.

Workflow Optimization

The process of structuring tasks, staff, and physical layout to improve speed, reduce errors, and maximize patient care capacity.