VHMA VetBusiness

Staffing shortages, financial stress, and changing client behavior are reshaping the veterinary industry in ways that can’t be ignored. To make sense of these challenges and where the opportunities lie, we’re joined by someone who has seen both sides of the profession in the clinic and in industry leadership. That’s where today’s guest comes in. Dr. Meg Conlon is the Executive Director of Professional Services at Merck Animal Health, but her path here wasn’t a straight line. She started out in government communications, went back to school to earn her DVM at Virginia Tech, spent time in a mixed animal practice, and later worked with Novartis, Elanco, and Idex before stepping into her current role at Merck. She now leads multiple teams that support veterinarians through education, research, and client-facing initiatives. In this episode, Dr. Conlon talks about new data on parasite prevention, the ongoing challenge of burnout and financial stress among veterinary staff, and what Merck is learning from industry-wide research. We also dive into how economic pressures are shaping pet owner choices and why collaboration, innovation, and practical tools are so important for moving the profession forward. Show Notes: [02:09] Meg explains her role leading multiple professional services teams and how they support veterinarians. [03:09] She describes how these teams create educational resources, conduct studies, and consult directly with practices. [03:59] Meg discusses the Be Unconditional mindset and what it means for Merck’s approach to supporting veterinarians, pet owners, and pets. [04:28] She outlines Merck’s three daily goals: growing the business, changing behavior through compliance, and improving experiences. [05:28] Meg reflects on how her communication background shaped her veterinary and industry career. [06:25] She shares three current initiatives, starting with a global survey on parasite prevention that revealed major compliance gaps. [07:50] She highlights research linking tick-borne diseases to chronic kidney disease and how climate change is expanding parasite risks. [09:21] Meg explains Merck’s ongoing well-being studies, noting high burnout among non-veterinarian staff and financial pressures leading to second jobs. [11:29] She emphasizes the need for practice leaders to provide growth opportunities, resources, and a sense of purpose for staff. [12:42] Meg points to industry data tracking as another way Merck partners with organizations to understand trends. [13:59] Discussion turns to why pet owners struggle with year-round parasite prevention, often due to forgetfulness or dosing challenges. [14:39] Economic pressures make pet owners more selective about spending, reinforcing the need to show the value of prevention over treatment. [15:43] Meg identifies ongoing challenges like staffing shortages, inefficiency, and declining visits, alongside emerging issues such as fewer puppies and slower caseloads. [17:11] She explains why relying on price increases is unsustainable and stresses the importance of organic growth and compliance. [18:33] Declining wellness visits are flagged as a major concern because they directly impact long-term pet health. [19:11] Meg describes how Merck partners with hospitals to drive compliance, introduce efficiencies, and provide tailored solutions. [19:43] She gives examples of Merck products that meet diverse pet owner needs and budgets. [21:01] Innovation is highlighted with Novivac Next, an RNA particle vaccine platform designed for flexibility with emerging pathogens. [21:32] Data-driven tools like Parasite Activity Reports are explained as resources for improving compliance and practice revenue. [22:49] Meg discusses how veterinary practices are now embracing a business mindset and how Merck has shifted to a consultative approach. [24:33] She introduces her pets, two pugs and a cat and shares a lighthearted moment about keeping them out of the recording room. [25:14] Meg stresses the importance of anticipating needs and collaborating with veterinary organizations on solutions. [26:20] She reflects on advice she would give her younger self as a new veterinarian: always seek resources and support from colleagues. [27:34] True success is about making others smarter and stronger, not being the smartest in the room. Links and Resources: Meg Conlon, DVM - Merck Animal Health Meg Conlon, DVM - LinkedIn Be Unconditional

Veterinary medicine doesn’t run without the people on the floor, and that means our credentialed technicians and nurses. They’re the ones holding patients, monitoring anesthesia, comforting clients, and making sure the day actually works. In this episode, we sit down with Ken Yagi, who’s been in the field for more than 25 years. Ken is now the Chief Veterinary Nurse Officer at the Veterinary Emergency Group and also directs the RECOVER Initiative.  Ken started out working long hours as a tech in California and slowly carving a path forward. He’s seen firsthand how the role has evolved. We discuss changes in credentialing, the ongoing debate over titles, and why recognition matters if we want technicians to stay in this profession. Ken makes the case that veterinary nurses are more than just support staff. They’re essential partners in patient care. We also get into the realities that don’t always get enough attention. Pay often lags behind the value techs bring. The job can be physically punishing, and the emotional toll is real. Practices that want to keep great people need to think beyond wages and benefits to career pathways, scheduling that respects personal time, and ways to ease the physical strain of the work. Ken’s perspective is both practical and forward-looking. This conversation is a reminder that listening to your staff, supporting their growth, and treating them as true partners isn’t optional if we want a stronger future for veterinary care.   Show Notes:  [01:00] Ken shares his background and how he first became interested in veterinary medicine. [02:35] He talks about dropping out of veterinary school and finding fulfillment working directly with animals. [03:19] Ken realizes the importance of credentialing and pursues becoming a veterinary technician. [03:47] He achieves his VTS in emergency and critical care, followed by internal medicine, and later earns his master’s degree. [04:05] Ken moves into leadership roles, eventually managing an ICU team. [04:37] A speaking opportunity at IVECCS sparks his career in education and advocacy. [05:23] Ken explains how speaking engagements helped him see the bigger picture of the profession. [05:50] He reflects on how veterinary nursing has evolved over the last 10–15 years. [06:44] Ken describes the shift from task-based support staff to a recognized medical profession. [08:43] State credentialing and licensing requirements expand recognition of veterinary technicians. [09:25] Pay remains a challenge, with many techs still struggling for financial stability. [10:15] The conversation shifts to the variety of titles—registered, certified, licensed technician, and the push for the term “nurse.” [12:56] Ken advocates for the Veterinary Nurse Initiative and the importance of title protection. [13:58] He outlines three key elements of true nursing care: critical thinking, patient well-being, and family support. [15:43] Organizations like AAVSB and AVMA are working to standardize credentials and practice acts across states. [16:52] Ken explains the complexities of alternative credentialing routes and why standardization matters. [17:43] Title protection and scope-of-practice laws remain inconsistent across the U.S. [18:37] He reviews progress since 2017 in efforts to adopt the veterinary nurse title and the resistance from human nursing groups. [19:58] Grassroots support is growing, with younger professionals increasingly preferring the title veterinary nurse. [21:03] Compassion fatigue and emotional strain remain major challenges for veterinary staff. [21:43] Ken describes his organization’s nursing vision, which emphasizes physical, mental, and financial health. [22:38] Practices are now taking staff breaks more seriously, with improved scheduling and support. [23:52] Hospitals are also offering benefits, snacks, and counseling services to support well-being. [24:24] Physical strain is another overlooked factor as technicians’ bodies often break down over time. [25:20] Ken raises the question of how to keep techs on the clinical floor without burning out. [26:10] Work-life balance and fair pay are essential to retaining credentialed professionals. [27:20] New roles focusing on case management and advanced practice nursing are being developed. [27:51] Advanced practice veterinary nursing allows techs to work at the edge of the legal scope, partnering closely with doctors. [28:43] Sonography is another emerging career pathway for veterinary nurses. [29:13] Ken stresses the need to make the physical work itself easier through better support. [29:36] He encourages leaders to listen to their staff and involve them in solving practice challenges. [30:23] The episode closes with a reminder to see and hear your team as valued partners in veterinary care.   Links and Resources: Veterinary Emergency Group Ken Yagi - LinkedIn RECOVER Initiative  

Let's take a look at current data and trends in our veterinary practices. We’re excited to have Sheri Gilmartin here today. She combines three decades of industry experience with a passion for data-driven insights. This conversation cuts through the noise and speaks directly to the challenges veterinary professionals are facing right now.  Sheri started out as a veterinary technician and eventually became the VP of Sales for Enterprise Solutions at Vetsource. Her deep understanding of the profession and love for meaningful innovation gives her a unique lens on the current state of veterinary care. We dive into what the numbers are really telling us.  Realities include fewer patient visits and shifting client behavior. There's also subtle changes like an uptick in feline care. We break down what these trends mean for everyday practice. We’ll discuss how online pharmacies are changing the game and where clinics are losing revenue. We talk about the importance of forward booking and client communication. The goal is to help practices stay competitive without losing their personal touch. This is a real-world look at the veterinary business and where data meets intuition, because the right decisions today could make all the difference tomorrow. Sheri’s insights are a thoughtful nudge toward growth, adaptation, and client loyalty. Whether you’re running the numbers or managing the front desk, this episode is a reminder that staying relevant requires both grit and a willingness to evolve.   Show Notes:  [01:20] Sheri always knew she wanted to be a part of animal health.  [03:08] Sheri talks about how she began working in a veterinary practice during high school to where she is today at Vetsource, 30 years later.  [04:01] Vetsource provides an online pharmacy and e-commerce for the veterinary industry. They've added additional tools to help veterinary clients be successful. [05:01] They've also leveraged analytics and communication tools to help practices leverage their software systems. [06:08] Today, we're going to dive into the data and help practices stay relevant. [07:03] They have been focusing on data normalization since 2013. They now have a four-tier revenue category system that they can put revenue codes into. [07:51] They also started leveraging AI to auto normalize data. [08:45] They also have to deal with multiple practice management software systems. [09:44] There are people advocating for consistent codes. [11:06] Revenue per patient is also an important metric. [12:03] There has been a consistent decline in visits year-over-year since 2022. [12:42] Revenue is holding steady in spite of the decline in visits. A lot of this is driven by price increases. [13:48] Feline visits are up 1.1%.  [15:13] Wellness visits seem to be down. Sick visits are flat or up. Surgery visits also decline. [16:38] There's also a decline in product only visits. [17:23] Pet owners are using things like online pharmacies more often. Inflation and lack of disposable income is also an issue. [18:35] Most people are paying with credit cards. [19:06] Pet owners have to balance surgeries like dental work and spay and neuters with when they can do it. There is a decline in dentistry. [21:27] The cost of care is critical. It can also be challenging for pet owners.  [23:41] Data for the sake of data doesn't help an action plan is necessary. [24:03] Every practice should have a clear goal. Maintaining clients and client loyalty should be the goal. [26:58] Online pharmacies did increase at the start of COVID. There has been a steady increase of customers purchasing Veterinary supplies online. [31:31] How veterinary practices can be involved when clients choose to go to online retailers. [32:42] Practices have the advantage with pet owners, they just need to think more competitively and have competitive pricing. [35:07] Being proactive about working with pet owners instead of them going to some other practice. [36:12] Client satisfaction could be part of the equation. [37:08] The veterinary industry is resilient, and there are a lot of positive changes happening.   Links and Resources: Sheri Gilmartin - Vetsource Sheri Gilmartin - LinkedIn Veterinary Industry Tracker Trendspotting with a Client-First Mindset  

What happens when childhood curiosity meets relentless compassion and a gift for leadership? You get someone like Dr. Adam Christman, a veterinarian who turned his love for animals into a dynamic career that's helping shape the future of veterinary medicine.   Dr. Christman is the Chief Veterinary Officer at DVM360, where he oversees everything from national Fetch conferences to innovative content strategies that keep the profession informed and inspired. Before stepping into the spotlight as an educator and content leader, he walked the walk, starting as a young dog walker with index cards and a dream, eventually returning to his hometown as the local vet.   His energy, entrepreneurial spirit, and deep respect for the veterinary community shine through every initiative he touches, especially his efforts to bring empathy and emotional intelligence to the forefront of patient care.   Today, he shares insights on the power of adaptability, the promise of AI and telemedicine, and why he believes client communication is the beating heart of the industry. He opens up about the trends shaping veterinary practice today, from mental health innovations in hospital design to the evolving role of virtual visits. I love his passion for elevating the profession and supporting the people in it while always continuing to learn.   Show Notes:  [00:53] Today, we're looking at the current veterinary trends while being client obsessed with Dr Adam Christman the chief Veterinary Officer for DVM360. [02:07] Growing up he was obsessed with this dog. He loved this dog, but he was also curious about everything to do with the dog. He also started a dog walking business. [03:17] He was intrigued by their behavior. He was meant to be a vet. [05:06] Some of the challenges of first coming out of veterinarian school. [06:14] He shadowed everyone in the office and learned so much about the culture in the workflow. [07:02] Leading with empathy and communicating with pet owners how you would like to be communicated with. [08:22] He's now been at DVM360 for 6 years, and he's been overseeing content strategy for five Fetch conferences located throughout the country. They also have publications, webinars, and the ability to innovate. [10:41] Some of the newest trends within the veterinary industry include integrating technology and AI. [11:30] Shaving time off the record keeping would be a big win. There is also a bigger focus on the mental health of the practitioners. [12:04] Teams need to be supported emotionally in order to deliver better patient care. [13:14] Digital intake forms and more personalized care along with tele triage are also more prevalent. [14:03] Efficiencies from technology should help improve the amount of face time with clients. [15:35] Showing empathy and checking in is also huge to create VIPs. [21:13] Technology is adding more value and making things like customer service top notch. [23:41] We learn about fears of social media. We need to stop making fun of pet owners, because they're watching us and won't come in. We need to be more elevated and support each other more. [27:29] Pet owners also have resources to learn about things. [28:24] There are five Fetch conference locations.   Links and Resources: Dr. Adam Christman Dr. Adam Christman - Instagram DVM360 DVM360 Inside The Clinic

What does it really take to get into veterinary school and stay there? In this episode of the Vet Business podcast, we go behind the scenes of veterinary education with Dr. Lisa Greenhill, Chief Institutional Research Officer at the American Association of Veterinary Medical Colleges. From the moment a student considers applying to the day they walk across the graduation stage, Dr. Greenhill walks us through the full academic journey and the broader systems shaping it. With more than two decades of experience in health professions education, Dr. Greenhill offers a unique look at the challenges and changes facing veterinary schools today. She discusses everything from application trends and experiential learning to retention rates, rural recruitment, and financial aid programs. Her insights underscore just how complex and competitive the process can be, as well as the growing emphasis on communication skills, diversity, and well-being within the field. This conversation highlights not just how veterinary students are selected and trained, but why it matters. As practices evolve and client expectations rise, veterinary schools are under increasing pressure to graduate professionals who are not only clinically competent but also emotionally intelligent and socially aware. If you're a veterinary manager, educator, or future student, this episode provides valuable context for the road ahead.   Show Notes:  [01:33] Dr. Greenhill is the Chief Institutional Research Officer for the American Association of Veterinary Medical Colleges. [01:58] She's been involved with veterinary medicine for over 25 years. She joined AAVMC in the 1990s. She recently rejoined to launch diversity initiatives. [03:12] AAVMC represents academic veterinary medicine. They advocate for the interest of the schools. [04:56] Their members are the institutions. They work with the deans and the faculty. [06:10] There are 35 accredited veterinary schools in the US. They end up with about 5,000 graduates a year. [07:43] There are just under 11,000 applicants a year. [08:59] We talk about prerequisites and obstacles to getting into veterinary school. [09:58] They also require applicants to have experiential hours. [13:17] What some of the schools are looking for in applicants.  [18:04] Shortages in certain areas and difficulty in recruiting rural students and getting them to stay in those areas.  [20:53] Rural communities are struggling and don't have enough veterinarians. There are even loan repayment programs to help recruit in these areas. [23:40] The digital divide still exists. [24:56] Data on debt accumulation and student loans.  [30:17] The experiential hours help the students know what they're getting into when they go into veterinary medicine.  [34:04] We talk about stresses and demands and student well-being. [39:43] What the future holds for vet schools. There may be a cut in spending and financing options. It's also helpful to think about the communities that future vets will be serving.   Links and Resources: Dr. Lisa Greenhill - American Association of Veterinary Medical Colleges Lisa Greenhill - LinkedIn