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Ask the Expert: Industry Insights

How can I afford more help in the truck?

By Kelly Zeytoonian, DVM, MBA, CERP

When I hear this question from an ambulatory practitioner, my answer is always the same: I don’t think you can afford not to have the help.

There aren’t enough equine veterinarians to cover the demand for care, so we need to look to other care providers to fill the gaps where they are legally allowed and properly trained to do so. If you’re wondering whether a technician or assistant in the truck is worth the investment, I can reassure you that it is. Here’s why:

You can say “yes” to more care. This may be the biggest return. If an owner calls you about a limping horse, having a technician ride shotgun may help you say, “Yes, we’ll be out to do nerve blocks and radiographs” instead of “Let’s give Bute and check back in a week.” When someone can set up equipment, help take proper images and keep the appointment moving, you can provide more complete care and build revenue in a meaningful way.

You capture more of the work you already do. A trained technician or assistant can also take notes, enter exam findings in real time, capture billing and track what you’ve used off the vehicle. Sure, a dictation app may help with medical records, but it will not keep you safe while you’re injecting joints, and it will not make sure products and supplies are billed and restocked.

Cost conversations are smoother. I rely on my technicians in real time when I’m talking with clients about treatment options and costs. I might say, “I’m going to have Rachel double-check the cost so we can give you an accurate verbal estimate right now.” If the client wants something more formal, Rachel can start putting that together while I continue giving the client my full attention.

You don’t have to start with a full-time hire. There are people out there looking for part-time or relief work, and there may be wonderful pre-veterinary students in your area who would love to ride along and gain hands-on experience. Start with proof of concept. See how much smoother the day runs and how much safer you feel.

You build a stronger team. Technicians and assistants do not come into this profession just to hold the horse. They want challenges, growth and autonomy. Using them well can help with retention, and it can even help you attract associates. New graduates are used to having technical support, and many are asking, “Will I have a dedicated technician? Will I have someone in the truck?”

Yes, there is a training investment, especially if someone is brand new to the field. In our practice, we give new hires three to six months to build their skills and confidence. But when your team can work to the top of what they are trained and allowed to do, clients are happy because you fit more in, your team is happy because they are doing meaningful work, and more horses get the care they need.

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