Our Work – Case Studies

This case study aims to:

• Improve retention metrics across all positions
• Achieve a greater sense of teamwork among colleagues
• Improve leadership alignment and consistency 
• Improve employee perception of leadership support
• Decrease loss in revenue caused by frequent turnover
• Create a positive and productive clinic culture
• Have a reputation that attracts veterinarians and talented team members

This clinic faced the following challenges to their goals of serving their community:

1. High levels of turnover: Constant employee churn disrupts continuity, increases training costs, and damages morale.
2. Dysfunctional team dynamics: Poor collaboration and unresolved conflicts hinder productivity and erode trust among team members.
3. Siloed day shift vs night shift vs reception vs treatment: Lack of cross-functional communication creates operational bottlenecks and reduces overall efficiency.
4. Staff perceive management to be untrustworthy and unsupportive: A lack of confidence in leadership fosters disengagement and lowers job satisfaction.
5. Fragmented and disorganized company culture: An unclear or inconsistent cultural identity leaves employees feeling disconnected and unsure of the organization’s values.

A holistic approach to improving retention, rebuilding trust, and fostering a cohesive, high-performing team environment.

1. Analyze retention data to identify root causes through targeted interviews.
2. Rebuild trust in leadership by providing consulting that enhances consistency, structure, communication, and follow-through.
3. Conduct onsite visits and personalized workshops to develop trust and conflict-management skills.
4. Provide recruitment and hiring support to help effectively rebuild the team.
5. Design and implement training programs to ensure proper onboarding and support for new team members.
6. Break down silos to encourage collaboration, reduce inefficiencies, and prevent mistakes.
7. Create personalized coaching plans to strengthen leadership, increase engagement, and improve team perception.

This case study aims to:

• Decrease revenue loss caused by frequent turnover.
• Improve retention metrics across all staff positions.
• Enhance communication speed and foster a stronger sense of teamwork.
• Strengthen employee perception of leadership support.
• Boost employee satisfaction scores.
• Cultivate a clinic culture centered on appreciation and resilience.

Full Circle Lab utilized a data-driven approach, engaged key stakeholders, and provided tailored consulting and coaching to address retention challenges, enhance leadership effectiveness, and build team resilience.

1. Deepened practice data analysis: Full Circle Lab conducted confidential leadership interviews to gain a clear understanding of the organization’s needs and underlying issues.
2. Identified key retention initiatives: Comprehensive strategies were developed to address the primary causes of turnover and improve retention.
3. Engaged key team members: Involving key staff in the process helped improve buy-in and fostered a sense of ownership in the proposed changes.
4. Leadership consulting: Full Circle Lab worked closely with leadership to support the implementation of retention-focused initiatives, ensuring alignment with the clinic’s goals.
5. Personalized coaching: Customized coaching programs were created to help staff build resilience, improve goal-setting, and strengthen their ability to navigate workplace challenges.

Empowering regional managers with greater autonomy led to stronger communication, improved morale, faster problem-solving, and a significant reduction in turnover.

Retention Metrics

Before partnering with Full Circle Lab, turnover was a persistent issue, with 35.42% turnover in the first half of the year. After implementing FCL’s strategies, turnover dropped dramatically to 15.98% in the second half of the year—a remarkable 55% reduction. This improvement helped stabilize the workforce and reduced the costs associated with frequent staff departures.

Enhanced Communication

Improved communication was a standout result. With regional managers granted more autonomy, teams experienced faster decision-making and better collaboration. Staff reported smoother workflows and fewer delays in addressing issues, leading to greater operational efficiency.

Stronger Morale and Teamwork

The shift in leadership style fostered a more positive workplace environment. Leadership observed higher morale, increased engagement, and a more cohesive sense of teamwork. Staff began approaching challenges with a proactive mindset, creating a ripple effect of positivity throughout the organization.

Increased Productivity

Empowered regional managers played a crucial role in boosting productivity. By resolving issues on-site without waiting for higher-level approval, clinics operated more efficiently, ultimately enhancing both staff and patient experiences.

Positive Perception of Leadership

A significant cultural shift occurred as staff started to view leadership in a more favorable light. The perception of “toxic leadership” was replaced by a sense of trust, with employees feeling supported and valued by management.

Cultural Transformation

Beyond immediate operational improvements, FCL’s initiatives cultivated a lasting culture of appreciation and resilience. Staff members began to feel recognized for their contributions, and a shared sense of purpose emerged, setting the foundation for sustained long-term success.

This case study aims to:

• Identify the primary causes of burnout among team members during the busy season.
• Analyze past attempts to reduce burnout and why they were ineffective.
• Differentiate between complex contributing factors, including poor communication, absence of contingency plans, and limited coping strategies.
• Assess leadership capabilities at the clinic level.
• Review internal systems that may be unintentionally creating friction or adding stress.

A multifaceted approach was implemented to address the root causes of burnout and equip the team with better tools and strategies:

1. Comprehensive, evidence-based assessment
   • Burnout metrics for clinic managers were thoroughly evaluated to pinpoint specific areas for intervention.
2. Pre-busy season preparation workshops
   • Customized, in-depth workshops helped managers and teams create actionable plans for managing high-stress periods.
3. Personalized one-on-one coaching
   • Each clinic manager received individual coaching to address personal burnout triggers and improve leadership capabilities.
4. Team member training
   • Practical, hands-on training focused on leading, supporting, and motivating teams effectively during high-stress situations.
5. Detailed contingency planning
   • Clear, highly detailed plans were developed to ensure managers could quickly adapt to unexpected issues, such as staff shortages or operational delays.

The customized approach led to significant improvements across multiple areas:

• Meaningful reduction in burnout scores after six months (refer to the chart below).
• Increased confidence among managers and team members in handling the busy season’s unique challenges.
• Consistent application of burnout prevention and recovery tools, leading to greater resilience and wellbeing.

Team members at this multi-location clinic had previously viewed the busy season with dread, expecting high levels of stress, exhaustion, and turnover. By leveraging targeted training, coaching, and proactive contingency planning, the team not only reduced burnout but also transformed their approach to the busy season.

As a result, they entered the following year with greater confidence, agency, and a renewed sense of hope, knowing they were better equipped to navigate the demands of high-volume periods.