The courses
Communication and Management Skills for the Veterinary Clinic
Our programs
COMPLETE PROGRAM FOR THE TRANSFORMATION OF YOUR CLINIC
INTENSIVE SINGLE-TOPIC COURSES
All courses can be organized at your clinic or at Fattoria di Vibio, Doglio (TR).
VET SHIFT
Annual Management Program for Operational Excellence in Your Veterinary Clinic
VET-SHIFT is the most comprehensive and valuable annual program offered by VetFriendly Consulting.
A 12-month structured program designed to transform your clinic into an efficient, profitable, and sustainable organization by empowering people and improving processes.
🎯 Program Objective
VET SHIFT is not just a theoretical program, but a practical, hands-on, and guided operational journey.
Throughout the year, each clinic will receive:
- Practical tools to transform the organization and improve its efficiency
- Real managerial skills that can be immediately applied in daily work
- Ongoing support from two professionals with expertise in clinical management and organizational development
- Clear, shared objectives defined at the beginning of the program and measured throughout the journey
- Tangible results, both in terms of internal climate and economic performance
👥 Project Leaders
Simone Scoccianti & Paolo Peppucci
Experience, pragmatism, and strategic vision in service of change.
A unique program that brings together, in a single course, all the core modules needed to deeply transform the management of a veterinary practice—at a more advantageous price compared to purchasing the individual courses separately.
Program
- Observation of workflows and internal dynamics
- Interviews with clinical and non-clinical staff
- Data collection and analysis
- Mapping of critical areas and opportunities for improvement
- Shared definition of project objectives and responsibilities
- The strategic role of the front office
- Standardization of the welcome process
- Management of calls, emergencies, and the waiting area
- Organization of appointments and medication dispensing
- Digitization of the front desk
- Training in effective communication and client management
- Management of relationships and conflict resolution within the team
- Communication with clients and within the team
- Communication models in veterinary medicine
- Calgary–Cambridge Method
- Management of complaints and financial concerns
- Interview techniques and staff management
- Building a coherent and sustainable pricing structure
- Effective presentation of prices
- Increasing the value perceived by clients
- Creation and management of health and preventive care plans
- Sales techniques
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Improving medical quality by reducing inefficiencies
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Streamlining processes and reducing waste
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Shift optimization and human resources management
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Reorganization of inventory and medication dispensing
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Definition of clinical and management indicators
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Use of numerical dashboards to guide the team
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Financial planning and budgeting
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Support for investments and strategic decision-making
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Situational leadership and conflict management
- Development of coordinators and key roles
- Effective meetings and data sharing
- Creation of a clear and functional organizational structure
The VET-SHIFT program includes:
- VET INSIGHT – Clinic identity and positioning.
- WELCOME VET – Reception and customer journey
- COMMUNICATION FOR VET – Effective communication with clients and the team
- VALUE UP – Perceived value, pricing, and value proposition
- Lean FOR VET – Process optimization
- KPI FOR VET – Management control and key performance indicators
- LEAD FOR VET – Leadership, vision, and team management
Intensive single-topic courses
VET INSIGHT – Strategic Diagnosis and Analysis of Your Practice
(2 days on-site at the clinic + 6 hours online)
Objective:
To realistically and collaboratively capture the clinic’s current situation: strengths, critical areas, and opportunities for improvement.
Activities:
- Observation of workflows and internal dynamics
- Individual and group interviews
- Analysis of economic, clinical, and organizational data
- Mapping of operational priorities
- Preparation of a detailed report
WELCOME VET – Customer Experience & Front Desk Strategy
(1 day on-site at the clinic + 6 hours online)
Objective:
To evolve the front office into a strategic hub for client relationships and workflow control.
Content:
- Role of the Front Desk Manager
- Management of emergencies, appointments, waiting times, and medications
- Digitization and standardization of procedures
- Effective communication and internal conflict management
COMMUNICATION 4 VET – Clinical and Internal Communication
(1 day on-site at the clinic + 6 hours online)
Objective:
To strengthen the veterinarian–client relationship and communication among team members.
Content:
- The Calgary–Cambridge Method in the clinical relationship
- Management of complaints and difficult conversations
- Effective internal communication and handovers
The Calgary–Cambridge Guide – Fully Online Program
Objective:
To develop communication skills for veterinary clinics.
Content:
- Greater satisfaction among your clients
- Better care for patients
- Fewer conflicts with clients
- Fewer complaints from clients
- A better working environment and reduced staff turnover in the clinic
- Greater profitability
VALUE UP – Pricing and Perceived Value
(1 day on-site at the clinic + 6 hours online)
Objective:
To build a sustainable pricing structure and learn how to communicate value, not just prices.
Content:
- Price psychology and presentation strategies
- Price list review and creation of health/prevention plans
- Ethical sales proposal techniques
LEAN VET – Efficiency and Streamlining of Clinical Processes
(1 day on-site at the clinic + 6 hours online)
Objective:
To reduce waste and optimize resources while improving perceived clinical quality.
Content:
- Lean Thinking principles in veterinary medicine
- Workflow mapping and lean inventory management
- Shift optimization and implementation of visual SOPs (Standard Operating Procedures)
KPI 4 VET – Financial Indicators and Strategic Control
(1 day on-site at the clinic + 6 hours online)
Objective:
To manage the clinic through real data, avoiding decisions based on impressions.
Content:
- Selection and implementation of clinical, managerial, and financial KPIs
- Budgeting, forecasting, and cost control
- Dashboards and monitoring tools for continuous performance tracking
LEAD 4 VET – Leadership & Team Development
(1 day on-site at the clinic + 6 hours online)
Objective:
To build a solid organizational structure with active key roles and distributed leadership.
Content:
- Situational leadership and conflict management
- Training of coordinators and role definition
- Functional organizational chart and facilitation of effective meetings
Request information
To enroll, fill out the form or request information at info@vetfriendlyconsulting.com
You will be contacted with the available dates and payment options.