The ROI of High-Quality Vet Care

As a former practice manager, I know that balancing top-tier patient care with strong financial performance isn’t easy. But what if these two goals actually support each other?

At IndeVets, we believe — and have proven time and again — that clinical excellence is the foundation for healthier patients, happier clients, and a thriving bottom line.

Let’s break down how focusing on high-quality vet care drives growth, strengthens client relationships, and sets your practice apart.

Clinical Excellence = Business Strength

Quality care is more than just a medical ideal — it’s a business strategy. According to a JAVMA study, clients who receive clear, confident recommendations are seven times more likely to follow through on important treatments like dentistry and surgery.

When pet owners trust your recommendations, they’re more likely to accept care, return for future visits, and refer their friends. This leads to higher average client transactions (ACT), more predictable revenue, and a stronger reputation in your community.

As Jaime Pickett, CEO of Hannah Pet Hospitals, put it:

But achieving that level of excellence doesn’t rest on one person.

The truth is, you can’t (and shouldn’t) do it alone. That’s why this blog highlights the importance of partnership between clinical and non-clinical leaders. When those roles are aligned, everything works better: care, communication, morale, and yes, business performance.

What Exactly Is “Clinical Excellence”?

Clinical excellence isn’t just about technical skills. It’s about creating a comprehensive culture of care. This means:

• Strong team collaboration and chemistry
• Clear, empathetic communication with pet parents
• Being attentive, thorough, and prepared for each appointment
• Leading by example
• Staying current on medical advancements

It’s about making excellent care the rule, not the exception.

The Roadmap for Clinical Excellence

Achieving this level of excellence requires an intentional approach. Here’s how to build it:

Credentialing and Hiring

Look beyond resumes. Evaluate candidates for communication style, cultural fit, and alignment with your business goals — not just their technical credentials. Onboarding and shadowing should reinforce your protocols, not just introduce logistics.

Clear Medical Expectations

Create documented protocols for diagnostics, treatments, and client communications. Every doctor — full-time or relief — should follow the same standards to ensure consistent care.

Training and Mentorship

Support your team with structured mentorship, coaching, and feedback. Provide shadowing opportunities and role-play scenarios to boost skills and confidence.

Accountability and Performance Management

Implement daily team huddles, case reviews, and medical record audits. Include all doctors (even relief) to maintain consistent standards across the board. Shadow vets to observe in-room performance and communication.

Partnership of Clinical and Non-Clinical Leaders

Clinical and non-clinical leaders must work together to uphold standards. This partnership bridges operational and medical priorities, creating a unified approach to patient care and business goals.

This side-by-side chart shows how complementary these roles really are. Clinical leaders should focus on care standards, mentoring the medical team, and making sure patients get what they need. Non-clinical leaders make all of that possible — through staffing, flow, and communication. When both sides are aligned, things just click: The team runs smoother and care becomes more consistent.

Creating a Feedback Culture and Framework

One of the best ways to keep clinical excellence going long-term is by building a healthy feedback culture.

And by that, we don’t just mean pointing out what went wrong. We’re talking about regular feedback — positive and constructive — that helps your whole team grow.

For veterinarians, the most impactful feedback often comes from fellow doctors. Why? Because clinicians understand the nuances of medical decision-making. They know the pressure of a packed appointment schedule and the realities of tough calls. That shared experience builds trust and makes the feedback feel legitimate, not like micromanagement.

Peer-to-peer feedback also happens faster. When a colleague gives a quick heads-up right after a tricky case, it becomes a collaborative moment rather than a correction. And that’s how you create a culture of mutual respect and clinical accountability.

Here’s how to build a real feedback framework:

• Set up regular case reviews and quick clinical check-ins
• Blend formal coaching with informal shadowing
• Encourage feedback that’s specific, respectful, and solutions-oriented

It’s not about perfection. It’s about staying aligned, growing together, and supporting each other to deliver the best care.

The Critical Role of Practice Managers

Practice managers are the backbone of this ecosystem. You set the tone for culture, guide operational and clinical alignment, and ensure standards are upheld.

The systems you build, the expectations you reinforce, and the support you give — that’s what shapes how every doctor and team member show up.

When practice managers and clinical leaders are aligned on what “good care” actually means, everything changes. You start to see consistency. Not just in protocols, but in how clients are spoken to, how treatment plans are delivered, and how confidently your team advocates for care. That kind of consistency is what allows clinical excellence to take root. And it starts with you.

It’s about integrity, NOT upsell.

This isn’t about micromanaging doctors. It’s about creating a culture where the default is patient advocacy — not upselling. Where the whole team feels empowered to do what’s right for the pet, the client, and each other. This creates client loyalty and often leads to better compliance and outcomes.

You’ll see it in the small moments:

• How a tech feels safe flagging a subtle behavior change.
• How a vet explains diagnostics with empathy and clarity.
• How the team collaborates when a case doesn’t go by the book.

A Personal Story: My Dog Ruby

I saw the impact of this firsthand when I brought my own dog, Ruby, in for a routine exam.

She was due for her annual comprehensive, and while she seemed fine overall, I had noticed she was drinking more water than usual. Nothing dramatic, just a little off.

The team could have breezed through the appointment. They didn’t. They leaned in. They asked thoughtful questions. They didn’t try to oversell anything, but they didn’t ignore it either.
They recommended diagnostics that made sense. And because of that, they caught early-stage renal failure. We were able to intervene early. Ruby lived a happy, comfortable life until she was 16 years old.

That outcome wasn’t the result of a single heroic action. It was the result of a clinic culture built on trust, curiosity, shared standards — and a team that had each other’s backs. That’s what you make possible as a practice manager. You’re the bridge between operations and medicine. And when that bridge is strong, clinical excellence doesn’t need to be enforced. It just happens. It becomes the norm, and it changes everything.

Overcoming Staffing Challenges with Strategic Relief

Nearly 80% of veterinary hospitals report staffing shortages that strain both patient care and revenue. Relief coverage can feel like a quick fix — but when done right, it’s a strategic advantage.

Relief veterinarians who follow your protocols and deliver consistent care standards help maintain continuity, avoid burnout, and support revenue growth.

Business-Building Relief Strategies

When most people think about the need for relief vets, they think about short-term needs — vacation, sick leave, maternity or parental leave. Those are absolutely important. But relief medicine has evolved over the past several years from transactional, last-resort, desperate fixes to what can be more of a competitive, strategic business-building tool. Whether you’re navigating staffing challenges, planning growth, or just need breathing room for your team, here are some of the ways you can use relief strategically:

Staffing Stability & Burnout Prevention

• Doctor out unexpectedly or on extended leave (sick, parental, or sabbatical)
• Consistent coverage while hiring permanent staff
• Preventing burnout during high-volume or high-stress periods
• Maintaining continuity of care during onboarding or team transitions

Business Growth & Expansion

• Increased patient demand but not ready for a full-time hire
• Opening new locations or adding service lines
• Expanding hours (evenings, weekends, walk-in blocks) without overextending core staff
• Trialing schedule changes or new offerings with minimal risk

Clinical Coverage for Specialized Care

• Surgical case support (prevent referrals and keep revenue in-house)
• Dentistry coverage
• Overflow coverage for busy exam days
• Coverage for CE or team training days

Seasonal & Situational Flexibility

• High-volume seasons (summer, holidays, back-to-school rush)
• Relief during team retreats, conferences, or off-site trainings
• Maternity or paternity leave coverage
• Coverage during flu season or staff-wide illnesses

Bottom line: relief isn’t just a fill-in solution — it can be a smart lever for protecting your team, maintaining standards and your practices flexibility, bust most importantly, fueling your business.

A Real-World Success Story

Take a small animal practice in Michigan that was struggling to keep up with surgery demand. By integrating an IndeVet specializing in surgery, the clinic not only eliminated their backlog but the IndeVet’s ACT for blended surgery/GP shifts was $447 — 70% to 110% higher than staff doctors. The added value has boosted surgical revenue, eased workload, and eliminated the need for another full-time associate.

This wasn’t just coverage — it was a game-changing investment in both patient care and business performance.

The practice manager at this clinic told us:

Questions to Ask Before Selecting a Relief Vet

When you’re choosing a relief vet, it’s tempting to focus on the basics: are they licensed, are they available, and of course, what’s the rate? But that barely scratches the surface.

Think of this as your five-question gut check. It only takes a few minutes to ask, but it gives you real insight into whether this vet is going to truly support your practice or just fill a spot on the schedule.

1. Beyond an active license, what reassurance can you give me that the vet has been properly vetted? What’s their track record, who’s checked them out, and can you trust the vet coming through your doors?
2. Does someone actively ensure the vet is developing their clinical skills? Medicine evolves constantly. You want someone who’s engaged in ongoing development — not someone who’s coasting on old habits.
3. Who oversees their medical performance, so my team doesn’t have to worry about that? If something’s off, who handles that? You shouldn’t have to manage someone else’s vet—that’s just added work for your already busy team.
4. Do you have proof of their skills such as references or ratings from other clinics? Think reviews, references, performance data. That kind of transparency builds trust fast.
5. What kind of production can I expect from the relief vet? Not just how many appointments they can see, but how they contribute to the clinic’s rhythm, morale, and standard of care.

This isn’t just about covering a shift. It’s about making sure the vet walking in is the right fit for your team, your clients, and your standards. Adding a relief doctor to your schedule should NOT be added work for you. Good relief doctors should relieve you, so you focus on your other priorities.

At IndeVets, our rigorous credentialing ensures every doctor we place is fully vetted, supported, and aligned with your standards. We encourage hospitals to introduce relief vets as part of the core team to help build trust with clients.

Beyond the Bottom Line

Clinical excellence offers even more: better staff morale, lower turnover, fewer errors, and a stronger sense of pride in the care you deliver. When these are in place at your hospital, higher ACTs and revenue just happen.

Staff your clinic with IndeVets & improve your ROI

At IndeVets, we believe that good medicine is good business — and we stand behind every doctor we send into your practice. We’re committed to helping you maintain the standard of care your clients expect and your patients deserve.

Ready to learn how fully credentialed relief vets can help transform your practice? Fill out the form below to get started.