Veterinary Practice Culture, Part I: Benchmarking Practice Culture

Article published Vetpartners.org

A veterinary practice’s standards of care are undisputedly essential. They form the practice’s backbone, ensuring consistent, high-quality treatment for every patient. When a case comes through the door, the veterinary team knows what steps to follow. Protocols guide them, providing a clear path to the best possible outcome.

But while practice leadership focuses heavily on standards for patient care, they often overlook an equally important standard: workplace culture. And that’s where many practices run into trouble.

Practice culture defined

A practice’s culture is the unspoken set of rules that defines how their team members work together, communicate, and support one another. Yet, in many practices, culture isn’t treated with the same level of importance as patient care. It’s left to evolve organically, shaped by individual personalities, fleeting trends, or simply the day’s demands. The result? A culture that’s inconsistent and often subjective, leading to confusion, frustration, and a lack of accountability within the team.

Imagine if a practice’s standards of care were vague and left open to interpretation. One veterinarian might follow a set of steps to treat an ear infection, while another might approach it differently. The lack of consistency would lead to errors, inefficiencies, and, ultimately, a compromised level of care. This is exactly what happens when workplace culture isn’t standardized. Without clear expectations, behaviors and interactions are left to personal interpretation. What one manager views as acceptable might be seen as unprofessional by another. This inconsistency undermines trust, morale, and the practice’s overall function.

Creating practice culture protocols

To avoid inconsistencies and their inevitable consequences, culture must be treated like any other protocol in a veterinary practice. This starts with defining what kind of environment a practice wants to create and then identifying the core values that reflect the heart of the business and the behaviors that support those values. For example, if transparency is one of a practice’s values, then being honest and direct—with clients and colleagues—becomes a non-negotiable expectation. If collaboration is a key value, then team members should know they’re expected to share knowledge, support one another, and seek help when needed.

Once cultural values and behaviors are defined, they need to be communicated clearly and consistently. This isn’t a one-time conversation; it’s an ongoing process. Just as practice leadership trains staff on medical procedures, they need to train them on what it means to live and work within the culture they’re building. Regular discussions, team meetings, and one-on-one check-ins are essential to keep these values top of mind and to ensure everyone is aligned.

Building a framework for accountability

Many practices struggle with accountability. When culture isn’t clearly defined, holding people accountable becomes subjective. One team member might face consequences for a behavior that another is excused from simply because expectations weren’t clearly established from the outset—or because the second team member excelled at navigating crucial conversations and had a knack for persuasive communication.

This can lead to resentment, disengagement, and even turnover. But, when culture is standardized, accountability becomes fair and objective. Everyone knows what’s expected, and deviations can be addressed in a way that feels consistent and just.

Recognizing positive contributions to clinic culture

Recognizing and rewarding behaviors that align with practice culture is just as important as addressing those that don’t. Positive reinforcement helps embed the culture into daily practice, showing the team that the established values aren’t just words on a wall—they’re the foundation of how the practice operates. Whether it’s a shout-out in a team meeting or a quiet word of appreciation, these small moments of recognition reinforce the culture practice leadership is striving to build.

Pro tip: Practice leaders can purchase blank thank-you cards in bulk and take a few minutes each week to write a short, heartfelt note of appreciation to a team member. The note should be tied to something specific, such as demonstrating one of the practice’s core values or going above and beyond for a client.

This simple, intentional act of recognition can have a profound impact on the team and the practice’s culture. This small time investment builds trust, boosts morale, and reinforces the behaviors they want to see flourish.

Reaping the benefits of a standardized culture

A standardized culture benefits everyone. It creates a sense of clarity and purpose where team members understand their role within the bigger picture. It reduces conflict because expectations are no longer ambiguous or open to interpretation. And most importantly, it fosters an environment where people feel valued, supported, and motivated to do their best work. For veterinary practices, this translates to improved teamwork, higher retention, and better client service.

Culture, at its core, is about how veterinary team members care for one other. Just as the team strives to provide the best care for their patients, they should provide the same level of care and attention to their workplace environment. A strong, standardized culture doesn’t happen by accident—it requires intention, effort, and consistency. But, the rewards—a thriving team, harmonious work environment, and excellent internal dynamics that match the high standard of patient care—are worth it.

In the end, culture isn’t just a “nice-to-have” aspect of a practice. It’s the framework that supports everything else. By treating it with the same care and diligence as the practice’s standards of care, leadership can set the practice up for long-term success—because when a veterinary team thrives, so does the business.