Small fixes, real results: what thriving practices are doing today

The practices pulling ahead right now tend to treat improvement as part of the working week. Someone checks the fee schedule each quarter, someone else fixes the online booking that kept sending clients to the phone, and over a year those small repairs add up to steadier cash flow and clients who keep coming back.

The hard part is knowing where to start, because a practice offers a hundred places to improve and a full day leaves room for about one. The good news is you don’t have to reinvent the wheel. Practice owners from our global community have already tried these moves, and we’ve gathered 18 of them across six parts of the practice, each with a first step small enough to begin this month. Pick the one closest to what’s bothering you. Here’s what they’re doing…

Connect With Your Next Team Members

Building outstanding client experiences

Today’s pet owners expect a level of service that matches their human healthcare experiences. The rise of subscription-based services and concierge medicine has dramatically shifted expectations, while practices struggle to balance high-touch service with operational efficiency. Falling short of these expectations can cost you clients and your reputation in an increasingly connected community.

Strategic solutions and business impact:

• Design a seamless client experience from first contact through ongoing care: Start by mapping every step a client takes, from visiting your website to follow-up calls after a procedure. Get input from both staff and clients on what feels slow, confusing, or impersonal. Choose one moment to improve, such as simplifying online booking or adding a check-in text alert. Make the change, track feedback, then move to the next friction point. This incremental, systems-based approach improves retention and client satisfaction over time.
  • 15-20% higher client retention rates as pet owners feel consistently supported
  • Increased referral rates from satisfied clients who become practice advocates
  • 10-15% reduction in client service issues and complaints
  • More predictable revenue streams from loyal clients
  • Better medical outcomes due to improved compliance
• Develop tiered service packages that match diverse client needs: Keep preventive care plans simple, consistent and clearly communicated. Start with two tiers: a basic package covering exams and vaccines, and a premium option that includes diagnostics or dental cleanings. Offer monthly payment options to smooth revenue and make budgeting easier for clients. Introduce these packages at check-in or after wellness exams, and monitor uptake to refine inclusions or pricing.
  • 12-15% increase in average client spend across all income levels
  • Stable monthly revenue through package subscriptions
  • Significant reduction in payment-related discussions
  • Higher compliance with preventive care recommendations
  • Greater client satisfaction through choice and flexibility
• Build a proactive client education program: Assign someone on your team to post pet care advice each week. It could be as simple as a seasonal tip at reception, a social media story, or an email reminder. Use visit follow-ups to reinforce education with take-home instructions or FAQs. Make it visual, brief, and focused on what pet owners need to do. A consistent drip of good information builds trust and improves compliance, without overwhelming your team.
  • Earlier disease detection and better treatment outcomes
  • 15-20% increase in preventive care service uptake
  • Reduced emergency visits through better pet owner awareness
  • Stronger bonds between clients and practice team
  • Enhanced practice reputation as a trusted information source

Our client satisfaction scores jumped significantly after we mapped every step of the client experience. The key was identifying and fixing the small friction points that were frustrating clients but seemed minor to us – Dr Jennifer A, Multi-location Practice Owner, Los Angeles, California, USA

Strengthening financial performance

Rising inflation, increasing supply costs, and shifting consumer spending patterns create a perfect storm for practice finances. Many practices find themselves caught between maintaining affordable care and ensuring profitability, while others struggle with cash flow despite full appointment books.

Financial solutions and business impact:

• Implement data-driven pricing strategies: Review your fee schedule against your actual costs and regional averages. Focus first on high-volume or high-cost services where price sensitivity is low but margin matters, like diagnostics, dental, or after-hours care. Update a few fees at a time and train staff to confidently explain the value behind them. Revisit pricing quarterly or biannually to avoid falling behind, and make data-led adjustments part of your regular operations so you avoid a last-minute scramble.
  • 8-12% improvement in profitability without losing price-sensitive clients
  • Better alignment between service costs and charges
  • Reduced team stress around pricing discussions
  • More confident financial planning
  • Enhanced value perception among clients
• Create multiple revenue streams: Add services or offerings that don’t rely solely on the vet’s time. Start with things your clients already ask for, like parasite preventives, prescription food, or home delivery. Test small retail or service pilots with minimal overhead, such as grooming add-ons, wellness subscriptions, or day-boarding. Each stream can be small. Together, they can improve cash flow, increase average transaction value, and reduce reliance on seasonal spikes.
  • 10-15% increase in non-medical service revenue
  • More stable monthly income patterns
  • Reduced dependency on seasonal fluctuations
  • New growth opportunities without facility expansion
  • Higher practice valuation
• Optimise inventory management: Start with a clean count and identify your top 20 items by value and usage. Set minimum and maximum quantities in your system so you’re not over-ordering or running out. Rotate stock using a first-in, first-out system, and flag items nearing expiry. Assign a specific team member to own inventory tasks and schedule weekly checks. Even small adjustments, like consolidating suppliers or placing fewer, larger orders, can protect margins and improve cash flow.
  • 15-20% reduction in expired product waste
  • Improved cash flow through better stock control
  • Lower carrying costs while maintaining service levels
  • More accurate forecasting and ordering
  • Better supplier relationships and terms

By implementing proper inventory controls and diversifying our service offerings, we turned our cash flow challenges into a solid profit increase within eight months – Dr Michael C, Practice Owner, Auckland, New Zealand

Creating a thriving practice team

Finding staff is the first challenge. Creating an environment where talented professionals want to stay and grow is the bigger one. Traditional management approaches no longer meet the expectations of modern veterinary teams, leading to burnout, turnover, and declining care quality.

Strategic solutions and business impact:

• Develop flexible working arrangements: Meet with your team to understand what flexibility looks like for them. It might mean staggered shifts, compressed workweeks, or occasional work-from-home admin days. Trial one change at a time, such as introducing a four-day week or rotating Saturday shifts. Use simple scheduling tools to avoid confusion, and keep an open feedback loop to refine what works. Flexibility is increasingly expected, especially by younger vets and nurses.
  • 10-15% reduction in staff turnover
  • 15-20% improvement in job satisfaction scores
  • Wider talent pool for recruitment
  • Better work-life balance leading to reduced burnout
  • Enhanced ability to cover extended hours
• Build a comprehensive wellbeing program: Don’t wait for burnout to happen. Make wellbeing a visible and shared priority. Schedule regular check-ins separate from performance reviews. Offer structured downtime after intense cases, rotate emotionally demanding tasks, and create a calm space for breaks. Start small, with team lunches, group walks, or a monthly wellness session, and build from there based on staff feedback. A well-rested, mentally healthy team delivers better care and stays longer.
  • 15-20% reduction in sick days
  • 10-15% decrease in stress-related incidents
  • Improved team morale and collaboration
  • Better patient care outcomes
  • Stronger practice culture and team loyalty
• Establish clear career development paths: Define what progression looks like in every role, whether it’s a lead nurse title, a senior vet tier, or future leadership opportunities. Document the expectations, responsibilities, and milestones for each step. Support each step with mentorship, training budgets, and regular growth conversations. Promote from within when possible and celebrate those wins publicly. When your team sees a future with you, they’re more likely to stay invested and stay put.
  • 20-25% increase in internal promotions
  • 15-20% improvement in staff retention
  • Enhanced service quality through skilled team members
  • Reduced recruitment and training costs
  • Stronger succession planning options

Our turnover rate dropped from concerning to almost zero after implementing flexible scheduling and clear growth paths. The team noticed first, and then our clients did – Dr Renee T, Emergency Center Director, Houston, Texas, USA

Using technology for practice success

As practices become more digitised, the risks of cyber threats and system failures grow exponentially. Many practices discover their vulnerability only after a security breach or system crash, potentially compromising client data and practice operations.

Essential solutions and business impact:

• Implement robust security protocols: Start with a cybersecurity audit using a checklist tailored for small medical practices. The AVMA offers a veterinary-specific cybersecurity guide. Update all software regularly, require strong passwords, and activate two-factor authentication for critical systems. Train your team with simple simulations of phishing and data breach scenarios. If you don’t already have one, appoint a “security champion” to monitor threats and act as your point person for IT vendors.
  • 8-12% reduction in system vulnerabilities
  • Protected client data and practice reputation
  • Reduced risk of costly ransomware attacks
  • Better compliance with data protection regulations
  • Enhanced client trust in practice systems
• Ensure system integration efficiency: Document all digital tools currently in use, including software for appointments, patient records, billing, and inventory management. Identify any overlaps or gaps in functionality. Engage with your software providers to explore available integrations or automation features that can streamline operations. Consulting with a specialist to map out and optimise your workflow can lead to significant efficiency gains.
  • 15-20% reduction in administrative time
  • 10-15% improvement in appointment utilisation
  • Fewer data entry errors and duplications
  • Streamlined workflow between departments
  • Better staff satisfaction with practice technology
• Develop disaster recovery plans: Establish a comprehensive disaster recovery plan encompassing daily cloud-based data backups, accessible offline emergency contact lists, and detailed procedures for various emergency scenarios. Utilise resources like Ready.gov to create and test your business continuity strategies. Regularly conduct drills to ensure your team is prepared for potential disruptions, assigning clear roles and responsibilities to facilitate swift recovery.
  • 40-60% faster recovery from system issues
  • Minimal revenue loss during technical problems
  • Protected patient records and critical data
  • Reduced stress during system emergencies
  • Enhanced practice resilience

After a minor security incident scared us, we completely overhauled our systems. Now we spend less time worrying about data and more time caring for patients – Dr Anita B, Practice Owner, Sydney, Australia

Maximising digital opportunities

While basic practice management software is standard, the real challenge lies in creating an integrated digital ecosystem that enhances rather than complicates care delivery. Practices often struggle with disconnected systems that create more work instead of streamlining operations.

Integration solutions and business impact:

• Maximise existing system capabilities: Schedule a refresher training with your software provider or have team members each explore and present one underused feature. Many clinics use only a fraction of what their PMS offers, like templated notes, SMS follow-ups, batch invoicing, or built-in analytics. Prioritise tools that save time, reduce double entry, or improve compliance. Revisit system usage quarterly and make it part of your regular operations review.
  • 12-15% improvement in operational efficiency
  • Better resource utilisation across the practice
  • Reduced manual data entry and errors
  • Enhanced team collaboration
  • More time for patient care
• Build strategic social media presence: Choose one platform to focus on and post consistently, ideally two to three times per week. Use real photos from your practice, highlight pets, share team insights, and mix education with personality. Assign the task to a staff member who enjoys it and give them guardrails for brand voice, tone, and response times. Track engagement to understand what resonates and don’t be afraid to repeat what works. Good social media builds trust, attracts clients, and helps with recruiting.
  • 8-12% increase in new client acquisition
  • Stronger community engagement
  • Better client education outcomes
  • Enhanced practice visibility
  • Improved talent attraction
• Implement telemedicine options: Identify simple cases that can shift to virtual, such as follow-ups, minor triage, or post-op check-ins. Choose a platform that integrates with your PMS and set clear guidelines for what qualifies as a telehealth consult. Train your team, update your website, and start small, with one or two slots per day. Monitor uptake and feedback to refine. Virtual care is here to stay, and even limited use can improve convenience and create capacity.
  • 10-15% increase in appointment capacity
  • Additional revenue streams
  • Better follow-up compliance
  • Increased client convenience
  • Reduced no-show rates

We stopped trying to add new technology at every turn and focused on fully utilizing what we had. The improvement in efficiency was remarkable – Dr David T, Practice Owner, Singapore

Building long-term practice success

The veterinary world continues to evolve rapidly. Practices that thrive will be those that anticipate and prepare for change while maintaining their core values and quality of care.

Strategic planning solutions and business impact:

• Monitor industry trends: Choose two or three high-quality sources of news and insights, whether that’s a veterinary business newsletter, professional association, or leadership forum. Assign someone on your team to scan and report back at monthly meetings. Keep a shared doc to track trends or opportunities worth exploring. Staying informed means you adapt early to shifts in client expectations, staffing patterns, or economic pressures.
  • Early adaptation to market changes
  • Better investment planning
  • Competitive advantage in service offerings
  • More strategic hiring decisions
  • Enhanced practice sustainability
• Invest in sustainable practices: Start with what’s easy to measure, such as energy use, waste, or single-use items, and look for quick wins like switching to LED lighting, using washable surgical wraps, or digitising forms. Ask your team for suggestions, and appoint someone to lead the initiative. Clients increasingly value sustainability, and so do younger staff. What starts as an operational improvement often becomes part of your employer brand.
  • Measurable reduction in operational costs
  • Enhanced appeal to environmentally conscious clients
  • Reduced supply chain vulnerability
  • Better community reputation
  • Future-ready facility infrastructure
• Build community relationships: Look for authentic ways to show up locally, whether it’s sponsoring a rescue event, offering a school visit, or running a “pet first aid” workshop. Start small and consistent rather than flashy and one-off. Use photos from these events in your social posts and newsletters. Community engagement builds loyalty, drives word-of-mouth referrals, and reminds your team that the work they do matters beyond the exam room.
  • 15-20% increase in word-of-mouth referrals
  • Stronger local presence
  • More resilient client base
  • Enhanced practice reputation
  • Better staff engagement

The most successful practices are those that stay true to their values while embracing positive change. It’s about evolution, not revolution – Dr Mark S, Practice Owner, New York, New York, USA

Closing thoughts…

Eighteen good ideas can feel like eighteen new jobs, so treat them as a menu. The owners who get the most from a list like this tend to finish one item before they look at the next, because the first fix teaches your team how to make the second. Once people have tried a change and seen it stick, the next one takes less persuading and less of your time. Keep that going for a year and your team starts spotting the next fix before you do.

A good place for that first fix is the client experience, from first contact through ongoing care. This week, walk through one visit the way a client does, from finding your website to the follow-up call afterwards, and note the moment that feels slowest or most confusing. It might be a clunky online booking page or a checkout that leaves people waiting. Fix that one first, and once it’s resolved, pick another one…

---

About Us