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Heather Sartorelli - tips for nonprofit veterinary clinic efficiency

Guest: Heather Sartorelli. Heather is a Registered Veterinary Technician, Fear Free Certified and the Lead Consultant with Sartorelli Consulting Services. She specializes in helping spay/neuter clinics, moving them to a high-quality, high-volume level by working closely with the surgical and management teams. She has 18 years of spay/neuter experience and 10 years of Shelter experience. Throughout Heather's career of animal welfare, she has worked as manager of Clinic Mentorship Programs for Humane Alliance/ASPCA Spay Neuter Alliance and as the medical manager and lead surgery technician at SPCA Tampa Bay.

Main question: What advice would you have for clinics to function effectively and efficiently amid this current public health crisis?


  • Make sure staff is feeling safe and healthy. You can do this in a number of ways:

    • Hold a brief team meeting to start each day where people can share concerns and information.

    • Cross-train to be able to better handle absences.

    • Be supportive of staff who don’t feel comfortable doing a task for safety reasons.

    • Create a culture that doesn’t tolerate gossip.

    • Make change easier to embrace by making it fun (the new policy bingo game Heather mentioned is an example).

Heather Sartorelli.jpg
  • Practice recommended workplace COVID-19 prevention measures.

  • Create visual reminders and provide supplies throughout the facility that make compliance with coronavirus safety measures easy. This might include 6-foot markings on the floor of high traffic areas, multiple cleanings of common areas throughout the workday, and providing Plexiglas or clear shower curtain dividers to provide separation of work areas.

  • Create a safe environment for client and patient interactions:

    • Go paperless as much as possible

    • Implement an efficient tight process for curbside intake and discharge, including after-care instructions.

    • Put simple, clear process details online so that clients know what to expect.




Recorded Aug. 4, 2020.

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