Episode #12

The Veterinary Practice Team In 2024 And Beyond

Host: Veterinary Business Institute | Published Date: December 21, 2023

In veterinary medicine, the role played by veterinary technicians is immense. As a tribute to their wonderful service, Heather Pendergrast, a Registered Veterinary Technician and CEO of Synergie Consulting talks about the crucial role they play in veterinary practice and the future trends of this career. She doesn’t limit the discussion to that alone; Heather also shares tips on handling practice managers effectively, building leadership skills, mentoring others, and developing strong teams


  • 00:02:39 – Learning, adapting, and leading: How Heather’s veterinary dreams evolved into fulfilling reality
  • 00:07:46 – Work-life balance using online education platform – Heather’s take on online education
  • 00:09:46 –  A technician’s transition to practice management
  • 00:15:43 – Veterinary nursing terminology inconsistencies and its effect on the Veterinary technician’s career growth and longevity
  • 00:27:56 – Utilizing a veterinary technician – causes for underutilization and the best ways for  utilizing them to their full potential
  • 00:36:14 – The optimal utilization of a practice manager – how to use this role to elevate the  Practice success and efficiency.
  • 00:42:45 – Improving hospital culture through leadership – Consulting through communication on  leadership improvement
  • 00:46:50 – Practice culture – definition of positive work culture and toxic work environment through Heather’s eyes
  • 00:56:38 – Heather’s vision of a veterinary practice for the year 2024 
Heather Prendergast, RVT, CVPM, SPHR

Multisite Influential Leadership | Diverse Industry Experience
Veterinary Facility Design | Veterinary Operations
Financial Data Compilation and Analysis
Veterinary Speaker & Author I Critical Thinking

LinkedIn : linkedin.com/in/heather-prendergast

Heather has spent over 30 years in the veterinary industry, with 20 years in small animal practice. She has taught for several years for both veterinary technology and assistance programs. She has authored the book “Front Office Management for the Veterinary Team,” with the 4th edition to be released in the summer of 2023. Heather has also authored the book “Review Questions and Answers for Veterinary Technicians” that are preparing to sit for the VTNE, now in its 6th edition.

Heather is well known, lectures nationally and internationally, and has authored several articles with the goal of developing leadership and culture in practices while employing appropriate team leveraging to increase efficiency and enhance the ‘flow of services’ in the veterinary practice.

When she is not lecturing, writing, or consulting, she instructs the Practice Management courses with Appalachian State University volunteers for industry groups. She serves as President of the Viticus Group (formally known as WVC) Board of Directors, as Secretary with the Pet Nutrition Alliance, and as a Board Director with NAVTA.