Scout Veterinary Urgent Care was founded to fill a critical gap in the veterinary care landscape. Co-founded by veterinarians Dr. Holmes, Dr. Monick, alongside business partner Trip Welge, Scout was built with a mission to provide accessible, high-quality urgent care for pets while also creating sustainable career opportunities for veterinary professionals.
The founders recognized a challenge in the industry: many pet owners struggled to access primary care veterinarians, leading them to overburdened emergency rooms for non-emergent cases. On the professional side, emergency veterinarians seeking more predictable schedules found limited options, while general practitioners looking for more stimulating cases lacked viable pathways.
“We saw a huge opportunity to create something entirely new: a unique sub-specialty of veterinary medicine in this urgent care space. We thought that we could really define it and give veterinarians and other veterinary professionals a whole new avenue to stay in the profession, rather than burning out or changing to do something else.”
As Scout continues to expand, its growth strategy remains intentional. The company is committed to entering communities where there is a clear demand for urgent care services: regions where pet owners face long wait times for both primary and emergency care. At the same time, Scout is prioritizing investments in clinical support, employee training, and leadership development before expanding its operations.
“Our entire 2025 plan is actually based on us building out our clinical support so that as we look toward the future, we have built this great clinical support foundation before we consider growing our operation.”
In the coming year, the company is introducing new technician, assistant, and client service representative (CSR) training roles to refine its comprehensive onboarding program, which extends over a full year. Additionally, Scout is adding to their mentorship-based leadership model, ensuring that every team member has access to dedicated coaches and cheerleaders who focus on fostering growth and engagement.
With its commitment to collaboration, transparency, and continuous improvement, Scout is not just reimagining veterinary urgent care: it’s building a workplace culture where veterinary professionals can thrive. As the organization grows and operates across multiple sites, maintaining consistent communication and employee engagement has become a challenge. To address this, Scout Veterinary Urgent Care has integrated Rally into its review and feedback process to track employee sentiment and performance trends over time.
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Challenges
- Maintaining ongoing and meaningful touch points with employees, especially across different schedules and shifts.
- Ensuring that one-on-one meetings and performance reviews are data-driven and constructive.
- Identifying trends in employee satisfaction and engagement to improve workplace culture.
Solution: Implementing Rally for Continuous Feedback and Engagement:
Scout Veterinary Urgent Care has found significant value in using Rally to track survey data over time, particularly in guiding employee reviews.
“What I've found the most valuable and how we're using it so far is looking at the survey data over time and using that as a guide for some of our review process.”
By analyzing data collected every quarter and annually, leadership can identify performance trends and employee sentiment. This allows for a structured yet natural conversation during one-on-ones and formal reviews.
Structured Conversations That Matter
One of the key benefits of Rally is its ability to serve as a starting point for discussions. Instead of generic check-ins, managers use Rally data to anchor meaningful conversations with employees.
“You can lose track of if someone's trending in the right or wrong direction. Because we have that data at every time point, it gives us an easy conversation point to start with. It's never an awkward, ‘Hey, how are you doing?’ It's, ‘Hey, let’s pull up your Rally data and look at where you’ve been over the last three months. How are you feeling about your compensation? How are you feeling about the work you’re doing?’”
This structured approach allows employees to validate whether the data reflects their actual experience and discuss areas where additional support may be needed.
Enhancing Employee Growth and Performance
Rally also plays a role in identifying growth patterns among employees. Leadership can track whether an employee’s sentiment is improving over time and use that insight to refine management strategies.
“If you see someone come into the organization in this middle boat, and over time, they get happier and happier—that’s gold. That’s something we can capture and have a conversation about: ‘What’s made you feel better and better?’ so we can replicate that experience for other employees.”
This insight allows Scout Veterinary Urgent Care to fine-tune its employee engagement strategies and create a workplace culture that supports professional growth.
Creating Accountability and Measuring Progress
By using Rally as a benchmarking tool, the team can set actionable goals and revisit them at each review period.
“We identified that you weren’t feeling great about this category, and we created a mutual plan to improve it. I took my part of that plan, you took yours, and now three months later, we can look back and say, ‘Did it change?’ If not, did we not do our job, or is the data incorrect?”
This ensures that conversations are not just retrospective but also forward-thinking, helping both employees and leadership work collaboratively toward improvement.
Results
- More structured and meaningful employee one-on-ones and reviews.
- Improved tracking of employee engagement trends.
- Increased ability to replicate positive experiences across the team.
- Enhanced accountability between employees and management for continuous improvement.
By leveraging Rally, Scout Veterinary Urgent Care has transformed the way it engages with employees, making performance reviews more insightful and action-oriented. This data-driven approach ensures that employee sentiment is continuously monitored and addressed, fostering a workplace culture that values growth, transparency, and collaboration.
Discover how Rally can help you create a more connected, data-driven workplace today. Click here to see Rally in action.
Learn more about Scout Veterinary Urgent Care and how they are redefining urgent pet care here!
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