🎁 Register today to win an exclusive gift valued at $900 | FREE LIVE PANEL — May 20, 2026 at 8:00 PM EDT | Limited seats · Replay sent to all registrants | Spectrum of care · Team protocols · Practice economics | 🎁 Register today to win an exclusive gift valued at $900 | FREE LIVE PANEL — May 20, 2026 at 8:00 PM EDT | Limited seats · Replay sent to all registrants | Spectrum of care · Team protocols · Practice economics |
Veterinary Business Institute
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Exclusive gift valued at $900 — every registrant who attends live is automatically entered to win.
Date
May 20, 2026
Time
8:00 PM EDT
Format
Live Zoom Panel

The Spectrum of Care Playbook: Keeping the Middle-Class Pet Owner

The "gold standard or nothing" model is squeezing both clients and practices out of the relationship. Spectrum of care offers a more honest path — but only if your team can deliver it consistently, document it defensibly, and price it fairly.

Charles Hurty
Charles Hurty
Veterinarian & Medical Director · Grove Veterinary Clinic
Leilani Mustillo
Leilani Mustillo
CEO & Founder · Animal HealthLink
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Live Q&A Replay Included Practical Scripts
Key Discussion Topics

What We'll Cover

Practical, implementable strategies you can use in your practice the very next day.

1
Reframe the exam room conversation — moving from "gold standard or nothing" to tiered, transparent options without guilt or pressure
2
Build protocols your team can deliver — train associates and techs to offer spectrum of care consistently across every doctor
3
Document declined and client-chosen care defensibly — charting that protects the practice and respects owner autonomy
4
Hold or grow revenue per visit even as visit counts decline — the economics of "keeping them in the room"
About This Session

Keep the middle class — without compromising care

Join the Veterinary Business Institute for a Veterinary Client Experience Panel built for owners, associates, and team leaders working to serve the middle-class pet owner without compromising medicine, margin, or trust.

This panel will explore how spectrum-of-care practices avoid the two traps — sliding into under-medicine on one side and pricing the middle-class client out on the other — while building team protocols and documentation that hold up in 2026.

This Panel Is For You If...

  • You own, lead, or manage a veterinary practice
  • Middle-class clients are walking out unable to afford "gold standard"
  • Your associates approach treatment options inconsistently
  • You're worried about legal exposure when clients decline care
  • You want practical scripts and protocols, not theory
Meet Your Panelists

Learn From The Best

Charles Hurty
Charles Hurty
Veterinarian & Medical Director · Grove Veterinary Clinic
A veterinarian, medical director, and leadership voice in veterinary medicine focused on culture, well-being, and sustainable care. Based in Newport, Oregon, Charles and his wife Dr. Natasha Knight grew Grove Veterinary Clinic into a five-doctor hospital and developed GRIT + LOVE, a framework for resilient teams. Past president of the Oregon Veterinary Medical Association, chair of the OVMA Veterinary Well-being Committee, 2026 OVMA Veterinary Service Award recipient, and President-Elect of the Society for Veterinary Medical Ethics.
Leilani Mustillo
Leilani Mustillo
CEO & Founder · Animal HealthLink
With 19 years of experience in veterinary medicine, Leilani has moved from hands-on clinical work to virtual care solutions that promote sustainable practices and improve patient access to care. CEO and Founder of Animal HealthLink, a veterinary telehealth company operating in Canada, USA, and Australia. Board Member of the Canadian Veterinary Virtual Care Association (CVVCA) and co-host of the Don't Call Me Catty Podcast.

Ready to Keep the Middle Class in the Room?

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