Episode #
81
Optimizing Daily Operations While Managing Team Conflict & Tough Conversations
October 23, 2025
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This isn’t a sales pitch—it’s our way of giving back to the veterinary community we truly care about .
In this insightful episode from the Veterinary Business Podcast, experts Tiffany Gonzalvo and Dr. Lauren Pastewka come together to unpack the operational and cultural challenges that shape today’s veterinary practices. With a focus on leadership, efficiency, and team wellbeing, the conversation explores how practice owners and managers can create systems that support both people and performance.
The discussion begins with identifying common operational bottlenecks—from communication breakdowns to unclear roles—and moves into strategies for balancing standardization with each clinic’s unique culture. Tiffany and Dr. Lauren share how protocols can serve as flexible frameworks rather than rigid rules, fostering consistency without stifling individuality or creativity.
Listeners will also learn how to use KPIs to promote accountability through trust and clarity, not blame, and how to nurture psychological safety so teams feel supported and empowered. The episode closes with actionable approaches to managing compassion fatigue, navigating team conflict, and leading through times of organizational change or growth.
Whether you’re a practice owner, hospital manager, or aspiring leader, this episode delivers practical tools, communication strategies, and mindset shifts to help you build a more resilient, connected, and high-performing veterinary team.
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Key Takeaways & Time Stamps
- 00:00 – 11:00: Introduction and identifying operational bottlenecks
Tiffany emphasizes the importance of strong team culture and role clarity. Common bottlenecks include inefficient front desk roles, poor communication, and a lack of prep before appointments. Practical tools, such as Slack and radios, can streamline patient flow and communication. - 11:00 – 22:00: Balancing standardization and unique clinic culture
Dr. Lauren explains how standardizing core processes removes bottlenecks while preserving each hospital’s unique identity. Open communication, structured meetings, and autonomy over non-core tasks help maintain culture during scaling. - 22:00 – 33:00: Coaching protocols and creating psychological safety
Tiffany discusses using protocols as flexible guardrails that support consistency without rigid cookie-cutter medicine. Creating a safe culture where team members feel comfortable asking for help and engaging in open communication is vital. - 33:00 – 44:00: Using KPIs for accountability without blame
Dr. Lauren advises approaching underperformance with curiosity and collaboration, focusing on clarity, support, and building trust through consistent communication touchpoints. Accountability is ownership, not blame. - 44:00 – 51:54: Managing compassion fatigue and team conflict during change
Tiffany shares strategies to recognize burnout and reduce anxiety through education, consistent one-on-ones, and leadership training programs. Dr. Lauren emphasizes the importance of proactive communication, culture building, and leadership alignment in managing conflict during mergers and acquisitions.
Tiffany Consalvo, BS, CVPM, CCFP
Director of Practice Leadership & Operations, Encore Vet Group
Tiffany Consalvo is a seasoned leader in veterinary practice management with over two decades of experience transforming veterinary hospitals into thriving, efficient, and compassionate workplaces. As Director of Practice Leadership & Operations at Encore Vet Group, Tiffany spearheads initiatives to elevate veterinary care through coaching, team development, and operational excellence. Her approach is rooted in empathy, strategic leadership, and an unwavering commitment to continuous improvement.
A Certified Veterinary Practice Manager (CVPM) and Certified Compassion Fatigue Professional (CCFP), Tiffany blends analytical insight with a people-first mindset. Her extensive background includes roles with Veterinary Management Solutions, Patterson Veterinary University, and National Veterinary Associates, where she has created and delivered impactful educational content, management courses, and communication training.
Tiffany’s leadership at Gilbertsville Veterinary Hospital led to a tripling of revenue, expansion of operations, and a dramatic reduction in accounts receivable. Her expertise spans strategic planning, HR, financial oversight, and organizational culture—building teams that thrive in today’s dynamic veterinary landscape.
She is a published author, speaker, and recognized industry contributor, having been honored with the Practice Manager of the Year and Service Excellence Awards. Tiffany is passionate about mentoring the next generation of veterinary leaders and has contributed to the VHMA, AAHA, and PVMA communities.
Connect with Tiffany:
Dr. Lauren Pastewka
Regional Vice President, CityVet
Advisory Board Member, Alexander International Innovations
Healthcare Operations Strategist | M&A Integration Expert | Veterinary Business Leader
Lauren Pastewka, DVM, is a strategic and results-driven veterinary executive specializing in scaling multi-location healthcare operations, driving revenue growth, and optimizing financial performance. As Chief Operating Officer (COO) and Chief Veterinary Officer (CVO), she excels in P&L management, M&A integrations, process optimization, and KPI-driven accountability to ensure long-term sustainability and profitability. Based in Ocala, Florida, Lauren thrives in high-growth environments, leveraging data-driven decision-making, performance analytics, and industry best practices to expand clinics, enhance EBITDA, and standardize enterprise-wide systems for improved efficiency and patient care.
Her professional journey includes serving as Regional Vice President of Clinical & Partner Success at CityVet in Dallas, Texas, since September 2025. Previously, she held the roles of COO and CVO at O’Brien Veterinary Group in Chicago from 2023 to 2025, and progressed through leadership positions at NewDay Veterinary Care from 2021 to 2023, including Regional Medical Director, Interim CVO, and CVO. Lauren is also deeply committed to community impact, serving as a Board Member for VOCAL – Voices of Change Animal League since August 2025, where she supports initiatives addressing pet homelessness through prevention, outreach, adoption, and affordable care. Additionally, she has been an Advisory Board Member for Alexander International Innovations, LLC, since 2024, guiding the commercialization of patented medical technologies.
Lauren holds a Doctor of Veterinary Medicine (DVM) from the University of Missouri-Columbia (2010–2014) and a Bachelor of Science in Biological and Biomedical Sciences from Colorado State University (2006–2009). She is currently pursuing a Master of Business Administration (MBA) at the Illinois Institute of Technology (2025–2026). Her certifications include veterinary licenses in Florida, Virginia, Texas, and as a USDA Accredited Veterinarian, along with a Veterinary Business Leader Certificate. Passionate about building high-performing teams and fostering clinical excellence, Lauren integrates technology and patient-centric approaches to navigate complex challenges and drive meaningful innovation in veterinary healthcare.
Connect with Dr. Pastewka:
