Ivan Zakharenkov “Zak,” DVM, MBA, the founder of 2 successful veterinary start-ups—Smart Flow and Veterinary Integration Solutions (VIS)—now has a resume that includes his role as the CEO of Galaxy Vets, a new employee- centered veterinary system dedicated to “giving veterinary medicine back to veterinarians” in the United States and eliminating burnout. “Our goal is to build a vertically integrated organization where people who do the actual work get a piece of the pie and directly benefit from its success. Unlike most consolidators, Galaxy Vets is founded, funded and run by vets,” Zak said in an interview with Firstline®.

With about 50 corporate groups active in North America, Zak said “[Galaxy Vets] decided to create an organization that is radically different than anything else.” The company is doing this by allocating equity in the network to its employees—veterinarians, specialists, technicians, and administrative personnel—who will also be considered co-owners and shareholders of the organization.

“[The] thing that differentiates [Galaxy Vets] is the mutual ownership model. Everybody in the organization not only [becomes] the shareholder, which is a financial gain, but also [has] a vote and a voice and [contributes to] the decisions of the company. The mechanism through which we’re providing ownership is called ESOP (employee stock option plan), which, by design, has to have the highest preference of shares that the employees are receiving,” Zak said.

“Some organizations provide some equity or bonuses to veterinarians [and] associates, [but] we’re going [to offer equity] in the entire organization. From management to veterinarians to ER vets who are working in the emergency locums and relief vets...and to customer service representatives and receptionists, so everybody gets shares in the organization,” he said. To facilitate this shared-by-all model, the company developed additional strategies, such as improving operations in the acquired practices, developing a unique value creation plan, and expanding the services beyond the brick
and mortar.

A key focus with Galaxy Vets is burnout prevention. When asked what he’s looking forward to most with the company, Zak’s answer was simple: “Happy people.” The inspiration derives from Zak’s personal experiences; struggling with mental health issues while working in emergency veterinary medicine.

“About...15 years ago, while in practice...I went into a pretty deep depression and [experienced] burnout...at that point, it felt like something I was ashamed of. I thought I was weak, that I couldn’t work days and days straight of emergency... but [within the] past 10 [to] 15 years, I realized this is a problem with the entire industry,” Zak said.

“It felt right to try to find a solution. A lot of people are looking for a solution and what to do when you [are] burned out,” he said. “[The veterinary practice] is actually an environment that can cause [burnout], so the prevention of it sits within the management. As I was studying in business school, I decided to focus on that as a thesis for my dissertation and further took it from dissertation to become a project.”

Zak emphasized that burnout demonstrates the end stage of general unhappiness of veterinarians, which is a result of various contributing factors. Galaxy Vets aims to combat this multifaceted issue by addressing the key challenges that veterinary professionals cite as a reason they consider leaving the profession, and eliminating the classic burnout triggers outlined by Christina Maslach, an American social psychologist known for her research on occupational burnout. Some of these factors include insufficient reward, lack of goals beyond graduation, work overload, and the toxic environment of handling dissatisfied clients who must spend excessive amounts of money on their sick pets.

Another cause of burnout he highlighted is “the management issues...which include the diversity and inclusion issues and workplace safety. Management is pushing people beyond the hours they should be working. The motivation through financial gain is not playing a good role in the whole environment. It’s a multiangled problem that we’re going to try to attack bit by bit by recognizing these issues. Our goal is zero economic euthanasias,” Zak said.

The short-term goal for Galaxy Vets is to create a model that could be replicated in anygeographic area. Because most businesses are expanding geographically from 1 location, the company is building a vertically integrated organization consisting of independent hubs—“solar systems,” as Zak described it.

“We have this space analogy. The entire organization is [a] galaxy; it’s comprised of “solar systems” consisting of a de novo- built specialty and emergency hospital (“Star”) surrounded by 10 general practices (“Planets”) within a small radius. So that’s 1 functional ecosystem in a vertically integrated unit, which we are kicking off right now in North Texas. The hope is to be able to expand that to about 200 [hospitals] across the country before we go to the IPO [initial public offering, when the company’s shares are traded on a stock exchange], but the long- term dream behind this endeavor is [to] create an environment in which people are happy,” Zak said.

“This could be replicated over and over, not only in North America, but in Europe and Australia—at least the English-speaking countries,” Zak said. “That’s a long-term vision and potentially through this system, retain the ownership of the domain within the hands of veterinarians.”

Zak remarked that obstacles exist within the veterinary industry because of a lack of veterinarians and geographical limitations, and he offered some advice on how companies can combat this by maximizing technology. “The pandemic really taught us how to work remotely. This is my fourth company I have built without any office, and we need it to really leverage technology, such as telemedicine,” he said.

Articles

CEO of Galaxy Vets, Ivan Zak, DVM, MBA, shares details of this new healthcare system, its mission to prevent burnout, and more insights on the company’s goals.

The future is bright for Galaxy Vets

The holidays bring great joy and precious time spent with loved ones including family, friends, and beloved companion animals. However, this season is also notorious for bringing a surge of calls to the clinic regarding pets harmed by festive items. Here is a list of some of the most common hazards clients should be aware of during the holidays.

Although ornate decor around the home makes it appear cozy and cheerful, ensure clients keep these items out of reach because they can be dangerous to pets:

: Trees can fall over if pets attempt to climb them or play with the decorations. The American Veterinary Medical Association

 (AVMA) advises tying trees to the ceiling or a doorframe using fishing line. Plus, they suggest not adding aspirin, sugar, or anything to the tree’s water that can cause stomach upset for pets. 

 Items to keep out of reach include tinsel, ornaments, potpourris and more. Pets may eat tinsel out of curiosity, which can cause intestinal blockages. Broken ornaments may cause injuries and, if ingested, could cause intestinal blockage or toxicity. Homemade ornaments, especially those made from salt dough or other food-based materials, could be enticing and pose a threat. Liquid potpourris contain essential oils and cationic detergents that may harm a pet’s skin, eyes, and mouth; solid potpourris can cause complications if consumed.

Lights can cause burns or injuries if a pet chews the cord. The AVMA

 recommends never leaving pets alone in a room with a burning candle because this can cause a fire.

Tell clients to familiarize themselves with plants that are harmful or poisonous to pets such as amaryllis, mistletoe, balsam, pine, cedar, and holly. They can view the American Society for the Prevention of Cruelty to Animals’ (ASPCA) lists of plants toxic to dogs and cats at the following links: 

https://www.aspca.org/pet-care/animal-poison-control/dogs-plant-list

https://www.aspca.org/pet-care/animal-poison-control/cats-plant-list

The holidays are often associated with a plethora of home-cooked meals, sweets, and treats. Discover the foods of the season that may pose threats to pets:

It is a given that chocolate should be off-limits to pets, but it is important clients be more mindful of this because this delicacy is more prevalent around the house during the holidays. Desserts should be out of reach as well, because they are often too rich for pets, which can cause stomach upset, and they often contain xylitol—an artificial sweetener—that has been found to cause liver failure and even death in dogs.

Fat trimmings from meat (cooked or uncooked) can cause pancreatitis. Clients should know that although dogs are known to enjoy bones, they can cause choking or can splinter, causing digestive complications.

This can cause painful gas and possibly dangerous bloating.

For more toxic foods clients may be cooking this season, direct them to the ASPCA’s entire list of foods toxic to pets: 

https://www.aspca.org/pet-care/animal-poison-control/people-foods-avoid-feeding-your-pets

You can advise clients of these common holiday hazards by posting signs around the clinic, making printouts, or educating them over the phone or in person. It will make a significant difference that their furry companions stay safe during the most wonderful time of the year.

Winter holiday pet safety. American Veterinary Medical Association. Accessed October 22, 2021. https://www.avma.org/resources-tools/pet-owners/petcare/holiday-pet-safety

Know the signs of poisoning in dogs and cats. Pet Poison Helpline. Accessed October 22, 2021. https://www.petpoisonhelpline.com/pet-owners/basics/signs-of-poisoning-in-dogs-and-cats/

Here are some festive items that may pose threats to pets that clients should be mindful of this holiday season. 

Educating clients about common holiday hazards 

Becoming a coach, according to certified leadership and wellness coach Kristina Guldbrand, BS, ACC, CVT, is obtainable to anyone and includes a desirable skill set that can be of service to industry leaders. Adopting coaching skills can help veterinary team members achieve their full potential while simultaneously building their trust.

At the 2021 Atlantic Coast Veterinary Conference (ACVC) in Atlantic City, Guldbrand discussed the ins and outs of trust and coaching, and how to fuse these skills into veterinary clinics.

 NCOC, MA, by defining trust as “choosing to make something important to you vulnerable to the actions of someone else.” She asked attendees to reflect on how they build someone’s trust—noting this is likely unique to each individual. However, she explained that, universally, “trust is built in small moments,” and if you offer someone an opportunity to earn your trust, they can either recognize it and show up for you or ignore it.

Guldbrand continued to emphasize the importance, as a veterinary leader, to be mindful of when you are showing up for your team members versus when you are not, if you want to try to gain their trust. To start, she outlined the 7 elements of trust or the “BRAVING” acronym according to Brené Brown,

Having your own set of boundaries and expressing them clearly to others and respecting other peoples’ boundaries as well.

Consistently showing up for others even when it is inconvenient for you.

 Taking responsibility for your actions and communicating with others about what you are capable (or incapable) of doing.

 Keeping someone else’s important information to yourself and not gossiping.

Practicing—rather than professing—your values.

Communicating what you need and allowing others to do the same without judgment.

Welcoming others and making them feel comfortable while being kind.

According to Guldbrand, coaching is helping others change in the way they desire by guiding them in the right direction and, when executed properly, can ultimately result in built trust. She added that coaching supports each person in becoming their best self by asking insightful questions while promoting awareness, empowering choice, and resulting in change. It is important to note that coaching also helps others learn individually and consists of a partnership, plus provides a sounding board and involves nonjudgment.

A partnership means the coach doesn’t know all the answers to every problem, and they do not pretend to know either. Instead, Guldbrand said they should be there to listen and offer support so team members can thrive on their own.

“A partnership is not, ‘I’m the manager, so I’m just going to do everything for you,”’ she said. “A partnership looks like, ‘Okay, I’m going to help you problem-solve so you can get a handle of what’s going on here, but I’m not going to do it for you. I can’t do the work for you. I hired the right people to be here.’”

According to Guldbrand, the sounding board is “a very powerful tool.” It involves reflective listening and asking open-ended questions, enabling the team member to elaborate and be specific to get to the bottom of a situation.

Once again, this is a key aspect of developing someone’s trust and a defining characteristic of a coach. Team members can explain their thought processes and be met with curiosity rather than judgment. Guldbrand used the example of shifting the statement from, “Well, you should have probably done that,” to, “Can you tell me why that seemed like the right choice for you at the time?” which allows for the team member to provide clarity without being judged.

Incorporating coaching methods into your leadership style at the veterinary clinic sets up situations for you to earn others’ trust. This skill set improves your relationship with your staff and clients, which can ultimately help promote the business and enhance everyone’s day-to-day at the clinic.

Guldbrand K. Building trust in your team with a coaching leadership style. Presented at: Atlantic Coast Veterinary Conference; Atlantic City, New Jersey. October 11-13, 2021.

Feltman C, Marshall A, Bendis K, Hammond SA, Hammond R. 

The Thin Book of Trust: An Essential Primer for Building Trust at Work

. 1st ed. Thin Book Publishing Company; 2008.

Dare to Lead: Brave Work. Tough Conversations. Whole Hearts

. 1st ed. New York, NY: Random House; 2018.

At the 2021 ACVC, Kristina Guldbrand, BS, ACC, CVT, shared the importance of developing coaching skills to empower your team members and build their trust. 

Firstline December 2021

The future is bright for Galaxy Vets

Educating clients about common holiday hazards

Earning your team’s trust by adopting coaching techniques

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