Veterinary Viewfinder Podcast

This week on The Veterinary Viewfinder, Dr. Ernie Ward and Beckie Mossor, MPA, RVT, ask a timely question many teams are quietly wondering: Are veterinary clients meaner this year? As the 2025 holiday rush collides with rising costs, canceled insurance policies, and shifting social norms, many clinics are experiencing increased client frustration and emotional volatility. From Dr. Ward fielding complaints about the weather-soaked Calabash Christmas Parade to everyday price-related outbursts in vet clinics, across the country, Ernie and Beckie explore why tensions feel higher and what veterinary teams can do to stay grounded. The hosts break down the layered pressures behind client behavior: inflation hitting veterinary services harder than many other sectors, pet owners stretched thin by holiday-season spending, and a rise in sticker-shock rage. They discuss how front-desk teams absorb the brunt of accumulated hostility, why “just apologize” may be an outdated client service model, and how social media cul

The holiday season brings joy, family, and—unfortunately—extra calories for many of our patients. This week on The Veterinary Viewfinder, Dr. Ernie Ward and Beckie Mossor sit down with board-certified veterinary nutritionist Dr. Martha Cline to unpack why holiday weight gain happens and how veterinary teams can help pet owners set healthier habits for the year ahead. From multi-pet household challenges to emotional feeding and environmental barriers, Dr. Cline shares practical, real-world insights that resonate with both clinicians and technicians. Veterinarians are encouraged to take and share with their clients and teams the 2025 Pet Obesity & Nutrition Opinion Survey, now open at:

This week on The Veterinary Viewfinder, Dr. Ernie Ward and Beckie Mossor, MPA, RVT, slow down the holiday rush to talk about something deceptively simple and surprisingly powerful: gratitude. As Thanksgiving arrives, many practice owners and managers are asking the same question: What do I do for my staff this year? Yet the podcast reveals a deeper conversation about why traditional gestures, pizza parties, gift cards, and generic thank-yous often fall flat. Beckie shares that “pizza parties are cliché these days.” Ernie and Beckie break down why authentic appreciation requires more than convenience. They explore the concept of “gratitude love languages,” encouraging leaders to notice how individual team members naturally give and receive appreciation. Through real examples, from celebrating a shy kennel assistant in a way that made her light up, to publicly acknowledging an associate veterinarian’s hard-won case success on social media, the hosts show how personalized recognition creates lasting impact.

Mistakes happen in veterinary practice, but what defines a great team is how they respond to them. This week on The Veterinary Viewfinder, Dr. Ernie Ward and Beckie Mossor, MPA, RVT, tackle one of the toughest and most universal realities in veterinary medicine: what to do when something goes wrong. From small slip-ups to serious medical errors, Ernie and Beckie explore the importance of mindset, communication, and compassion when addressing mistakes. They outline how leaders can create a clinic culture where errors are discussed openly rather than hidden, and where accountability doesn’t come at the cost of psychological safety. Listeners will learn how to recognize when an error stems from system failure, training gaps, or human fallibility, and how to approach each one with fairness and consistency. The hosts also address how to rebuild trust, both within the team and with clients, after something goes wrong, and when a private conversation versus a public learning moment is appropriate. This episode

This week, Dr. Ernie Ward and Beckie Mossor sit down with Elizabeth Watson and Jane Allen Wilson from the North Carolina Victim Assistance Network for one of the most important conversations in veterinary medicine. Domestic violence affects far more veterinary professionals than most realize, yet it remains one of the least discussed workplace safety issues. Research shows that an estimated 1 in 5 women will experience some form of violence by a partner in their lifetime; chances are, someone listening is facing it right now.  Through candid discussion, the guests explain how to recognize warning signs in colleagues, clients, and even animal patients. They describe how abusers often isolate victims and use pets as tools of control, why victims hesitate to seek help, and what veterinarians and managers can do when they suspect abuse. The episode explores the practical and legal steps clinics can take, from safety planning to protective orders, to safeguard team members and their clients. This episode challe

This week on The Veterinary Viewfinder, Dr. Ernie Ward and Beckie Mossor, MPA, RVT, are joined by Chicago-based journalist and certified animal behavior consultant Steve Dale to discuss a surprising and underreported issue: pets incidentally exposed to pepper spray and tear gas in U.S. cities. While these cases are rare, they present serious challenges for veterinarians and pet owners alike. The hosts and Steve examine how dogs and cats can become unintended victims of crowd-control chemicals, either through direct exposure or residual contamination on fur, clothing, or outdoor surfaces. Dr. Ward emphasizes the increased risks associated with brachycephalic dog and cat breeds, even to limited exposure to the agents. They explore the respiratory, ocular, and skin effects of these agents and discuss practical treatment approaches, from immediate decontamination and eye irrigation to managing inflammation and secondary infections. Steve shares recent examples from Chicago and other communities where pets exp

This week on The Veterinary Viewfinder, hosts Dr. Ernie Ward and Beckie Mossor, MPA, RVT, examine the U.K. Competition and Markets Authority’s (CMA) 2024 report—a document shaking up global veterinary medicine. The CMA’s findings on pricing, ownership disclosure, and consumer trust have sparked heated debates across the profession. Ernie and Beckie explain how the CMA found clients often don’t know who owns their vet clinic, leading to confusion about costs and care. They discuss the agency’s recommendations for mandatory transparency, including requiring clinics to clearly display ownership and pricing for services such as cremation or after-hours care. Beckie highlights the public’s growing frustration with hidden fees and the pressure this places on front-desk staff, while Ernie connects the dots to corporate consolidation trends in the U.S. and Australia, where similar oversight may be on the way. Both hosts agree that transparency shouldn’t be feared—it’s a chance to rebuild client trust and showcase t

What does your clinic call the first 90 days of employment? A probationary period, onboarding, or something else? This week on The Veterinary Viewfinder, Dr. Ernie Ward and Beckie Mossor, MPA, RVT, challenge one of the most ingrained (and, according to our hosts, outdated) terms and concepts in veterinary employment: the “90-day probation.” Dr. Ward and Beckie unpack the emotional, legal, and psychological implications of labeling new hires as being “on probation.” They explore how the language itself can erode trust, safety, and belonging, especially for veterinary technicians and support staff who may already feel undervalued. Citing insights from thought leader Amy Newfield of Vet Team Training, they argue that onboarding should be a process of mutual trust-building and skill development, not testing or punishment. The discussion moves beyond terminology to the real heart of the issue: leadership mindset. Should employers still rely on a fixed 90-day cutoff, or should they focus on continuous feedback, s

This week on The Veterinary Viewfinder, hosts Dr. Ernie Ward and Beckie Mossor, MPA, RVT, celebrate National Veterinary Technician Week and the fifth anniversary of the Veterinary Giving Tree, a grassroots initiative helping veterinary professionals in need. But beyond celebration, this conversation digs into what meaningful recognition really looks like, and how the profession can sustain it. Beckie reflects on the origins of the Giving Tree during COVID and how it’s become a lifeline of generosity in tough times. Together, she and Dr. Ward discuss this year’s NAVTA Vet Tech Week theme: “Pathways to Success”, exploring the many routes vet techs now take, from clinical care to education, leadership, and industry roles. They emphasize the growing need for advocacy, state-level engagement, and professional membership to ensure credentialed technicians continue to advance. The episode also challenges clinics to think beyond “pizza parties” and performative gestures, urging genuine appreciation through membersh

What really happens when your veterinary clinic is sold? In this week’s episode of The Veterinary Viewfinder, Dr. Ernie Ward and Beckie Mossor, MPA, RVT, unpack the messy realities behind acquisitions, whether by large corporate groups or independent buyers. They explore what practice owners, associates, and staff need to know before the ink dries on a deal. For veterinarians, the shift often means more reporting, formal reviews, and oversight that can feel like a loss of autonomy. For technicians and support staff, acquisitions can bring both anxiety and surprising benefits, such as more consistent schedules, guaranteed lunch breaks, and expanded benefits. The conversation extends globally, examining the UK and Australia, where corporate ownership now dominates the market. Government commissions are scrutinizing rising costs and pushing for price transparency, a trend that could shape the U.S. veterinary landscape. Ernie and Beckie also discuss the ripple effects of mergers, staffing cuts, upsell pressures

October is stacked for veterinary teams. In this episode of The Veterinary Viewfinder, Dr. Ernie Ward and Beckie Mossor, MPA, RVT, share a rapid “what to do now” briefing after returning from the annual WSAVA conference in Rio de Janeiro, Brazil. You’ll hear global perspectives on credentialing and utilization of veterinary nurses/technicians, why international collaboration matters, and how organized medicine can accelerate change. Then the focus shifts to World Pet Obesity Week (October 6–12) with a clear call to action: take and share the profession’s opinion survey, and use the updated feeding, calorie, and step-weight loss calculators, along with a ready-to-post clinic toolkit for client education. Finally, the episode tees up National Veterinary Technician Appreciation Week (“Path to Success,” October 12–18), with practical ideas to recognize credentialed technicians and strengthen team culture. You’ll also get info for upcoming WSAVA meetings (Warsaw, then India) and a reminder that small, consis

Performance evaluations are one of the most misunderstood and often dreaded processes in veterinary medicine. Many clinics either skip them entirely or treat them as a once-a-year formality tied closely to raises. This creates stress for team members and fails to deliver meaningful guidance for improvement. In this episode of The Veterinary Viewfinder, Dr. Ernie Ward and Beckie Mossor, MPA, RVT, discuss why traditional performance reviews often fall short and explore practices that can help change this dynamic. Drawing on decades of experience, they examine the impact of inconsistent feedback, the problems caused by waiting a full year to address performance issues, and the anxiety that arises when evaluations are directly linked to compensation. Through real-world examples, Ernie and Beckie illustrate how these common mistakes erode morale and hinder growth within the veterinary team. The conversation then turns to solutions, focusing on how to create a culture where feedback is continuous, specific, a

Every veterinary team has faced it: a client gets angry, raises their voice, and everyone wonders whether or not we should fire them. In this week’s episode of The Veterinary Viewfinder, Dr. Ernie Ward and Beckie Mossor, MPA, RVT, unpack one of the most difficult decisions veterinary professionals face: when to dismiss a client and when to repair the relationship. Using a real-life scenario, our hosts explore a situation where a client waited over an hour, understandably became upset, and complained, but didn’t threaten or use abusive language. When the client voiced their frustration, the team’s immediate response was, “Let’s fire them.” Dr. Ward and Beckie discuss why this reaction is becoming more common post-COVID and how practices can avoid over-firing by improving communication, scheduling systems, and team resilience. Listeners will learn practical strategies like: * Distinguishing understandable frustration vs. true abuse. * Using empathy-driven scripts to de-escalate tense situations. * Schedulin

Veterinary general practice is undergoing a dramatic transformation. What used to be a steady stream of wellness check-ups and minor issues has shifted into a relentless wave of sick pets, urgent care needs, and same-day emergencies. Across the country, clinics are feeling the pressure, and many teams are struggling to keep up. In this week’s episode of The Veterinary Viewfinder, Dr. Ernie Ward and Beckie Mossor, MPA, RVT, break down why this shift is happening and how practices can adapt before burnout sets in. They explore how urgent, unpredictable cases disrupt scheduling, overwhelm support staff, and create an emotionally charged environment that’s exhausting for everyone, from veterinarians to client service representatives. The hosts share practical strategies to regain control, starting with improved team communication: daily huddles to align priorities, triage systems to manage the rush, and debriefs to help staff process tough cases. They also discuss the importance of educating clients and setting

Many veterinary teams have one: the colleague who runs to management about every minor mistake or late trash bag. But when does necessary reporting turn into destructive tattling? This week on The Veterinary Viewfinder, Dr. Ernie Ward and Beckie Mossor, MPA, RVT, unpack one of the profession’s most frustrating dynamics: coworkers who undermine team culture by excessive fault-finding. Hosts Dr. Ward and vet tech Beckie Mossor examine how tattletale behavior often stems from insecurity, perfectionism, or even underlying issues like OCD, yet still chips away at psychological safety and trust. They discuss the difference between legitimate reporting and gossip, and why managers must address patterns early before morale collapses. Ignoring the issue doesn’t make it go away; it drives good employees out while problem behavior festers. Listeners will learn practical strategies, such as anonymous “concern boxes,” structured feedback models (SBI: Situation, Behavior, Impact), and defining gossip as “talking to som

September is a busy time for veterinary teams, and this episode provides a practical roadmap. The Veterinary Viewfinder welcomes Catherine Haskins from “The Bridge Club” to spotlight three profession-wide initiatives you can activate now. First up, Suicide Prevention Month: Haskins shares Project Sticker’s “Change That Sticks” micro-donation campaign and StickWithUs.vet, a single hub aggregating mental health resources across veterinary medicine, along with a reminder that 988 is available when a crisis arises. Teams get a free toolkit (jar labels, social assets, break-room infographic) and motivation to become QPR gatekeepers (free via AVMA). There are even VetFolio subscription rewards for top practices and individual donors. Second, Sustainability September (with Mars Veterinary Health): a daily calendar of bite-size tips, checklists (including a carbon-footprint starter), and evidence that greener choices can improve workflow and save time—from rethinking glove use and sterilization wrap to anesthetic

Is Veterinary General Practice Dying? On this week’s Veterinary Viewfinder, veterinarian Dr. Ernie Ward and credentialed veterinary technician, Beckie Mossor, MPA, RVT, ask the question many teams are whispering. Routine wellness is slipping while urgent and ER traffic rises. The hosts dig into what is driving the shift: cost sensitivity, weekday access barriers, and changing client expectations after COVID. They explain why prevention must mean more than vaccines and a fecal test, and how to reframe value around early disease detection, chronic care, and client outcomes. Our hosts discuss some practical fixes you can try: add short sick-visit blocks without disrupting the schedule, pilot limited urgent-care hours, rotate doctors to conserve energy, and coach teams for tougher conversations and better handoffs. They also share ways to keep pets from “ping-ponging” across town by coordinating with nearby clinics. The goal is not to turn back the clock. It is to meet current demand while keeping general

Being a veterinarian is about caring for animals… right? Increasingly, many vets feel their role is shifting toward being a therapist for pet owners, and it’s taking a toll. In this episode of The Veterinary Viewfinder, Dr. Ernie Ward and Beckie Mossor, MPA, RVT, explore the growing emotional labor demands placed on veterinary professionals. From helping clients navigate grief, guilt, and financial stress, to managing unrealistic expectations fueled by social media, veterinarians are spending more and more time counseling pet owners instead of focusing exclusively on clinical care. Dr. Ward reflects on the hidden burnout risk of constant emotional support, while Beckie shares how technicians also shoulder the weight of client emotions, often without formal training or resources. They discuss whether veterinary schools and practices are adequately preparing teams for this counseling role, the blurred boundaries between empathy and overextension, and how this shift impacts mental health, job satisfaction, and

Too many aspiring veterinary professionals are met with a troubling response: “Don’t do it.” In this episode, Dr. Ernie Ward and Beckie Mossor, RVT, take a hard look at how that knee-jerk negativity, often voiced by those still in the field, may be harming the future of veterinary medicine. With decades of combined experience, Dr. Ward and Beckie reflect on their own paths and push back against the cynicism that’s become all too common in comment sections and break rooms alike. They discuss how burnout, poor clinic culture, and a lack of autonomy can fuel dissatisfaction, and how mentorship, perspective, and opportunity can reignite passion. This episode challenges us to reconsider who we listen to, what messages we share, and how, as a profession, we might be deterring incredible talent. Do we hate our profession, or just our current job or role? And if we love the profession, why aren't we louder about it? Whether you're a seasoned veterinarian, a burned-out veterinary technician, or a curious student, t

Credentialed veterinary technicians are pillars of modern veterinary care, but in most U.S. states, they’re excluded from the very boards that govern their profession. This week on The Veterinary Viewfinder, Dr. Ernie Ward and Beckie Mossor, MPA, RVT, break down why this lack of representation is not just outdated, it’s dangerous for workforce development, public health, and the long-term sustainability of veterinary medicine. Beckie shares that only 20 U.S. states have even one credentialed technician on their state veterinary medical board, and even then, some are not voting members. She highlights how token roles can feel more performative than powerful, contributing to burnout, disillusionment, and underutilization of skilled professionals. Beckie draws attention to the legal implications, invoking precedents such as Reynolds v. Sims to question whether boards lacking proportional representation may be skating on thin constitutional ground. Together, our hosts challenge the assumption that only veterina