Clinical Management Final Flashcards
(99 cards)
1
Q
Which team member should a client with a diabetic dog see during their appointment?
A
Veterinarian
2
Q
Who is primarily responsible for handling client and personnel issues in a veterinary clinic?
A
Office manager
3
Q
Who is authorized to purchase advertisement space for the clinic?
A
Office manager
4
Q
What is a key responsibility of a receptionist in a veterinary practice?
A
Appointment setting and greeting clients
5
Q
Which of the following is NOT true regarding veterinary technologists?
A
They may diagnose patients and prescribe medications
6
Q
Which duty is NOT generally assigned to kennel assistants?
A
Obtain laboratory samples for analysis
7
Q
When did veterinary technology begin to take form?
A
1960s
8
Q
In what year did the AVMA approve the term ‘veterinary technology’?
A
1989
9
Q
What are the pharmacy duties of a veterinary technician?
A
- Fill and dispense medications with instructions for its use to the owner
- Discard expired drugs
- Stock pharmacy
10
Q
What can technicians access in a veterinary practice?
A
- Billing information
- Create a new patient record
11
Q
True or False: A technician can perform all duties associated with the care and treatment of an animal without the supervision of a veterinarian.
A
FALSE
12
Q
True or False: A technician needs to be familiar with the computer system because it is the receptionist’s job.
A
FALSE
13
Q
True or False: A technician can work in various environments like zoos, aquariums, or as an instructor.
A
TRUE
14
Q
True or False: CVT, RVT, and LVT are used interchangeably depending on state laws.
A
TRUE
15
Q
True or False: An assistant requires no schooling to work at a practice.
A
TRUE
16
Q
True or False: A veterinarian must complete 4 years of veterinary medicine after obtaining an undergraduate degree.
A
FALSE
17
Q
What are some job responsibilities of a technician in radiology?
A
- Positioning the patient
- Adjusting the machine settings
- Maintaining development & fixative solutions
- Keeping equipment in working order
- Using digital x-ray, ultrasound, and endoscopes
18
Q
What qualities should a technician possess?
A
- Be a team player
- Be aware and committed to the laws of practice within their state
- Have a positive attitude
19
Q
Who is known as the Father of Veterinary Technology?
A
Dr. Walter E. Collins
20
Q
The technician is the _________ and ________ of the veterinarian.
A
Eyes/ears
21
Q
List 2 duties of the technician in the exam room.
A
- Take vitals
- Listen to the client as they explain what is wrong with their pet
22
Q
Name a laboratory test that a technician should be able to legally perform.
A
CBC
23
Q
What does AVMA stand for?
A
American Veterinary Medical Association
24
Q
What does NAVTA stand for?
A
National Association Veterinary Technician of America
25
Learning another job other than your own in order to help out if needed is called ________.
Cross training
26
List the 4 things ONLY a DVM can do.
* Diagnose
* Prescribe medicine
* Perform surgery
* Prognoses
27
Name 2 reasons a new client chooses a veterinary practice.
* Positive feedback/reviews from other clients
* Veterinary practice has a positive exposure on social media
28
Give 3 examples of inventory within the veterinary clinic.
* Medication supplies
* Medical supplies for collecting blood or urine samples
* Cleaning supplies
29
The most important person in any practice is the _________.
Client
30
DVM stands for?
Doctor of Veterinary Medicine
31
Name 1 thing that makes a person a good leader.
Motivates others
32
Describe a professional appearance for a veterinary technician.
* Clean uniform
* Hair pulled back
* Closed toe shoes
* Good hygiene
33
True or False: The number of hours a technician must obtain each year to keep their license active is the same for each state.
FALSE
34
True or False: The most common reason a vet tech is disciplined by the board is exceeding the scope of practice authorized by the law.
TRUE
35
True or False: If a client asks for medical advice, you must refer them to the veterinarian.
TRUE
36
True or False: A technician who does not show up for weekend treatments can be held liable for negligence.
TRUE
37
True or False: It is OK to help friends by taking fecal samples and advising them on deworming.
FALSE
38
True or False: Needles, syringes, and scalpel blades go into the sharps container.
TRUE
39
True or False: You should let a client hold their dog during vaccinations if they insist.
FALSE
40
What defines the requirements necessary to practice veterinary medicine within a state?
State veterinary practice laws
41
Arkansas license renewal fee each year to maintain a technician license is _____?
$25
42
A client who sues a veterinarian for malpractice due to zoonotic disease does not need to prove which of the following?
Monetary loss
43
Pregnant women should not clean the litter box due to the risk of _______.
toxoplasmosis
44
What is a correct statement about a zoonotic disease?
A zoonotic disease is any disease that can be transmitted to a human by an animal
45
A malicious, false, or defamatory statement is called ______.
Slander
46
Arkansas requires _____ hours of Continuing Education for technicians.
12
47
The Arkansas State Board of Examiners is made up of _________.
Veterinarians
48
If your friend asks what’s wrong with Pedro after he was hit by a car, your response should be:
Tell her to take Pedro to the vet ASAP
49
What is the formal name of the agency that governs veterinary medicine in each state?
* Board of Veterinary Medical Examiners
* State Board of Veterinary Medicine
* Board
* Licensing Board of Veterinary Medicine
50
Which of the following can go into the red bag for regulated medical use?
* Gloves
* PPE
* Blood and bodily waste
* Plastic tubing
51
List 3 things you should wear in radiology.
* Lead gloves
* Lead apron
* Thyroid neck cover
52
What are 2 of the most common errors that lead to malpractice?
* Negligence
* Communication
53
List 5 examples of a zoonotic disease.
* Anthrax
* Hookworms
* Cat scratch
* Scabies
* Rabies
54
Name 2 common disinfectants used in veterinary medicine.
* Kennelsol
* Parrosol II
55
List 3 examples of what could go in a spill kit.
* Kittie litter
* PPE gloves
* Paper towels
56
A technician’s license renewal should be renewed by what exact date?
March 31
57
OSHA stands for?
Occupational Safety and Health Administration
58
What is the most simple method of reducing disease transmission?
Washing your hands
59
What does VCPR stand for?
Veterinary Client Patient Relationship
60
What does SDS stand for?
Safety Data Sheet
61
________ is the term meaning originating from the hospital.
Nosocomial
62
Describe Ethics.
A system of moral principles that guides the conduct of veterinarians, ensuring they provide competent, compassionate, and honest care for animals, while respecting the rights and values of owners
63
Describe how an aggressive or frightened dog may appear.
* Cowering
* Hackles up
* Tail tucked
* No eye contact
* Growling
* Ears back
* Hunched over
64
How to prevent an accidental bite from a frightened dog?
Give the animal space; they may need sedation to keep everyone safe
65
What is an ergonomic safety concern within the veterinary practice?
Not using proper lifting techniques
66
True or False: When making appointments, always give the benefits first then the fees.
TRUE
67
True or False: Appointments are always seen before walk-ins unless it’s an emergency.
TRUE
68
True or False: Before placing a caller on hold, you should always ask, 'May I place you on hold?'
TRUE
69
True or False: You should always ask clients to call if they cannot keep their appointments.
TRUE
70
True or False: It’s not okay to leave grieving patients in the waiting room with other patients.
TRUE
71
True or False: Use veterinary medical terminology when explaining treatment plans to clients.
FALSE
72
True or False: With price shoppers, you should always tell them the price up front.
FALSE
73
True or False: Volume, tone, rate, and quality of voice are important components of proper telephone technique.
TRUE
74
True or False: Multitasking is not important for the receptionist because they have other co-workers.
FALSE
75
True or False: The receptionist should always ask the client if there were any questions about the visit.
TRUE
76
True or False: People would rather spend money than time.
TRUE
77
True or False: You should always apologize to upset clients even if it’s not your fault.
TRUE
78
True or False: The most important link to good communication is pronunciation.
FALSE
79
You should answer the phone by the ______ ring.
3rd
80
What is the most appropriate greeting when answering the phone?
Thank you for calling ABC Clinic, this is Sally, how may I help you?
81
What is the best way to handle a phone shopper?
Give a detailed account of services offered and the price
82
When busy, you should encourage the owner to _____ to help manage time.
Drop animal off
83
What percentage of clients never return?
38%
84
Who is usually the first and last person the client will see?
The receptionist
85
What is the #1 reason for retaining clients?
Convenience
86
What is the #1 marketing problem?
Waiting
87
When scheduling farm calls, what is the most important thing to remember?
Location
88
What demeanor should clinic staff adopt during euthanasia?
Staff members should be quiet as possible out of respect for the grieving client.
89
What is the most appropriate course of action for a receptionist dealing with a loud complaint?
Ask the client to step into an examination room to speak with the office manager
90
What should be the next step for the veterinary team after a client signs the order for euthanasia?
Bring the dog and client to a quiet room and give them some time alone
91
List the steps for a client phone call.
* Greeting
* Obtain information
* Sell your personalized services
* Quote the benefits 1st, then the fees
* Ask for the appointment
* Reconfirm the appointment details
* Thank the client for calling
92
Name 3 areas where reminders are helpful.
* Surgery
* Annual exams
* Senior care
93
Name 2 examples of external marketing.
* Yellow pages
* Advertisement on radio
94
Name 2 of the most common complaints from the client.
* Wait time
* Cost
95
What are 3 things you should be sure to write in appointment slots?
* Client information
* Pet name
* Reason for appointment
96
What are 2 concerns of the owner with euthanasias?
* Will the pet feel pain
* The process
97
List 5 things clients expect during a consultation.
* Prognosis
* Treatment plan
* Diagnosis
* Estimate of fees
* Animal exam
98
List 2 examples of bullying in the workplace.
* Talking about someone behind their back
* Try to exclude a person from coworkers
99
What type of marketing is printing materials about common animal diseases for clients?
Internal marketing
