Minute Fixes: How Fast Feedback Makes Clinics Run Better
Dr. Ernie Ward
Simple habits, such as twice-daily huddles, quick check-ins, and real-time coaching, are helping small veterinary teams work smarter, stress less, and grow stronger, one minute at a time.
It was early 1995, I was a couple of years into practice ownership, and I’d just hired my fifth employee. Okay, three were part-time, but adding another employee sure felt like we were growing. But new hires need a lot of attention, and I was still a long way away from hiring a manager or associate. So I had to get smarter about leadership if I wanted to fulfill our potential.
I realized that I needed to rethink how to communicate with my staff. Formal performance reviews and structured staff training had their place and would remain the bedrock of employee development, but I needed more frequent, less formal ways to teach and lead. I sensed we needed better (and faster) communication tactics to ensure the constant barrage of new programs I was trying were working (or not) and to assess the mood and morale of the day.
That’s when we started experimenting with what would become our daily team huddles and “one-minute training” sessions. Later, we’d add 360-degree feedback, mini-projects, and routine (but informal) check-ins with staff. Let’s examine how “fast feedback” can help your team and boost your bottom line, in just a few minutes each day.
Twice-Daily Huddles: The 3-Minute Habit That Can Change Your Day
Let’s be honest, most stress in a clinic doesn’t come from what’s on the schedule. It’s the stuff we didn’t see coming. A surprise diabetic drop-off. An upset client with a limping Lab. A tech who’s just not on their A-game that morning.
That’s one of the reasons why we started twice-daily team huddles nearly 30 years ago. These “huddles” are not full-blown meetings. They’re short, intentional check-ins that take just 3 to 5 minutes and can save you hours of frustration. Before each shift (morning and afternoon, or as your day is structured), pull your team together and walk through the next chunk of the schedule. Who’s got the dental check-in? Who’s best at handling anxious cats? Is Ben tied up doing callbacks? Lucy, do you mind taking Boomer’s walk-in appointment for X-rays?
Use this moment to ask: “Are there any issues we need to know about?” or “Does anyone need help getting something done today?” Those simple questions can prevent bottlenecks before they start.
Huddles are about alignment, not micromanagement. When we assign cases based on strengths and identify potential barriers before they become breakdowns, everyone benefits. The day flows better. The team feels seen. And patients get better care.
This habit takes only a few minutes. But the impact? It’s what helps turn chaos into calm, and a good clinic into a great one.
Here’s a simple Twice-Daily Huddle Checklist you can try:
Shift Snapshot
What’s today’s focus or theme? (e.g., “Stay on time for wellness appointments” or “Watch for allergic dermatitis cases this time of year”)
Are there any known obstacles or challenges? (e.g., demanding or late clients, pets with behavioral needs, major surgeries, short staffing, or equipment issues)
Schedule Awareness
Are there any overbooked time slots or double-booked appointments?
Are we expecting late drop-offs or pick-ups?
Any end-of-day cases or procedures that will impact closing time?
Assign Leadership Roles and Appointments
Dental or Surgical Lead: Who’s the point person for managing today’s procedures?
Nervous Pet Pro: Who’s best suited to handle anxious or reactive patients?
Callback Coverage: Who’s responsible for returning client calls from the front desk?
Walk-in Triage Leads: Who is the primary and backup for walk-ins and triage?
Client Service & Communication
Are there any client concerns or complaints from earlier today or yesterday that we should be aware of?
Do you have any VIP clients or special considerations (e.g., elderly pet parents, language translation needs)?
Are there doctor callbacks or follow-ups that require prioritization?
Discharge & Patient Status
Are charges entered and current?
Are there any estimates or invoices that still need review?
Who’s double-checking invoices for accuracy before the clients leave?
Who’s discharging surgical or hospitalized patients today?Are there any patient updates that need to be communicated to clients during this shift?
Outstanding Tasks or Issues
Are there cases that need follow-up this shift?
Does anyone need help finishing earlier tasks?
Are there any supply, lab, or technical issues that need to be flagged?
Team Wellness & Coverage Check
Is anyone feeling overwhelmed, under the weather, or in need of support?
Are there any team members in training or shadowing who need extra guidance?
End on a Win
Share a shout-out or small success from the last shift to close on a positive note.
Quick Check-Ins: The 5-Minute Habit That Builds Trust
Every few weeks, I make time for a simple but powerful habit: the quick employee check-in. These informal and private chats with team members aren’t about performance reviews; they’re about the individual. I’ll ask, “How are things going for you?” or “Is there anything you need help with?” Then I shut up and listen.
These check-ins usually last less than five minutes, but they send a clear message: I see you, and I care about how you’re doing. Over time, that builds trust, and with trust comes honesty. Team members start to open up, share concerns sooner, and offer ideas that can improve the whole practice.
I aim to check in with each team member every 2 to 4 weeks, depending on the team’s size and the clinic's current activities. You don’t need a clipboard or a checklist. Just bring your ears, your attention, and the willingness to follow through when someone speaks up.
One-Minute Training: Teaching in Real Time Without Slowing Down
One of my favorite on-the-fly leadership tools is what I call “One-minute Training.” It’s exactly what it sounds like: a quick, intentional coaching moment that happens right before a task or appointment. And before you ask, no, I don’t time them. It’s just a quick “minute” or two of personal coaching when needed.
Let’s say a technician is about to help with a case of suspected hyperadrenocorticism, but I can tell they’re a little unsure. Rather than taking over or reassigning the case, I take a time-out to review with them the key signs, steps, or questions to ask. It’s fast, focused, and always framed as an opportunity to learn, not a correction.
These moments are powerful because they meet team members right at their learning edge, where they’re a little stretched, but not overwhelmed. And they create a culture where people expect to learn, not just execute.
If it turns out the person isn’t quite ready, that’s okay. Let them observe, take notes, and debrief afterward. The goal is to build confidence, not just competence, and you do that by showing up as a coach, not a critic.
Prep + Priorities Board
It’s been said I never met a whiteboard I didn’t love (and use). The “Prep + Priorities Board” is a straightforward way to keep your team focused on immediate needs and your day running smoothly.
Use a whiteboard, clipboard, or digital board to list key shift (or the day’s) essential details: major cases, staff assignments, known scheduling issues, and open tasks. Fill it out before each shift and use it during your huddle to quickly review the plan. It helps identify where support is needed, who’s taking the lead, and what to watch out for. When the whole team can see what’s coming and contribute, it reduces confusion, prevents missed steps, and creates a shared sense of control. It’s simple, fast, and a true clinic sanity-saver.