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Office Procedures Flashcards

1
Q

students

A

observers or hold paid positions

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2
Q

groomers

A

can be first to recognize abnormalities

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3
Q

kennel assistants

A

keep practice clean and alert changes in patients

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4
Q

vet assistant

A

helps vets and/ or techs

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5
Q

Techs

A

work under supervision of vet

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6
Q

receptionists

A

the “face” of the practice, administrative duties

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7
Q

office managers

A

overseeing the front staff

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8
Q

vet

A

the dr

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9
Q

practice manager

A

keeps entire team working together and often reports to a hospital administrater

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10
Q

hospital administrater

A

may be a vet, tech or business manager. Has complete authority.

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11
Q

team env’t and personal qualifications

A

genuine care for animals, enjoy working with people, ability to remain calm in crisis, handle emotional stress of situations with animals, walking, standing, bending, reaching,climbing, carry 50lbs, arm and hand steadiness, presents self well.

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12
Q

companion practice

A

mostly treats family pets like dogs and cats, aka small animal practices

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13
Q

mobile pet practice

A

travels directly to clients home, usually travels with a vet a tech or assistant

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14
Q

referral practice

A

specialty practice consists of groups of veterinarians of different specialties, referred by current vet

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15
Q

lrg animal practice

A

working excursively with ie horses, sheep and cows. work at farms, racetracks and stables, may have clinical site

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16
Q

mixed practice

A

treats companion and lrg animals

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17
Q

3 main factors that affect design and efficiency

A

size, type of practice and services offered

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18
Q

most practices divided into 3 parts

A

front- reception, exam rooms, middle-lab, pharmacy, treatment areas, back- kennel wards and storage areas

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19
Q

ethics

A

system of moral principals that determine appropriate behaviour and actions withing a specific group

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20
Q

ethics working with animals

A

treat with kindness, respect and compassion

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21
Q

ethics of veterinary profession

A

professional judgment is given to all vets, obligated to serve the public

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22
Q

bodies of law

A

legal issues that affect professional or business decisions confront veterinary staff (federal, provincial, local or common law)

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23
Q

practice acts

A

illegal w/o a licence, state qualifications for licence, conditions on where licence can be revoked, establishing penalties for violating the act

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24
Q

common law malpractice

A

when a veterinary agrees to treat a clients animal, common law imposes on that veterinarian a legal duty. negligence is when they dont live up to that duty

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25
3 elements to prove negligence
agreed to see the patient, failed to exercise the necessary legal obligation of skill and diligence, negligence caused injury to the patient
26
health and safety compliance
every employer with one or more employees must operate in compliance with the Occupational Health and Safety act
27
OHSA
designed to provide a safe workplace for all persons working in any business affecting commerce (vet must also supervise for proper restraint of any animal)
28
first impressions
warm and welcoming, greeting and acknowledging, care and concern must be shown
29
answering phone
answer by 3rd ring, speaking slowly and clearly, with a smile and positive tone, ask before putting on hold
30
greeting clients
always acknowledge when entering the practice
31
client and patient info form
contact info of client and financial responsibility when services are rendered
32
patient history form
name of client and pet, pet age, breed and gender, spay neuter info, past vaccinations and medical history
33
informed consent form
all info regarding procedure has been provided and client has opportunity to ask questions
34
medical record
patient history form, client and pet info, history of procedures and medications for pets
35
euthanasia form
must be signed by client
36
rabies certificate
pet and client info, vaccine info, manufacturer of vaccine, lot number, expiry date, tag number, date of vaccination, signature of vet who administered vaccine
37
avoiding difficult situations
every client receives and estimate for procedures and sign a copy for the record. invoices should be detailed. extending credit should not be allowed.
38
when first entering the office
visit first begins when entering, place in exam room, update medical history - weight, vital signs, and labs if necessary
39
client education
vaccine schedule, vaccine reactions, intestinal parasites, nutrition, dental disease prevention, heartworm prevention, flea and tick disease prevention, spay/ neuter, obesity prevention and management, aging process
40
admissions
treatment with consent and informed of risks, prognosis and alternative treatments. Provide and estimate for the client.
41
discharge
with written instructions, including restrictions for food, activity or therapy
42
premium
amount owner pays monthly or annually
43
deductible
amount owner pays before insurance will offer compensation
44
co-pay
percentage owner is responsible for after the deductible has been met
45
medical records
client contact info, patient name and info, and the date services were rendered. clients have the right to see it.
46
POMR
problem orientated medical record
47
SOAP
subjective, objective, assessment, plan
48
S- subjective
reason for visit, history taking and observations made by client
49
O- objective
gathered directly from the patient -factual information
50
A- assessment
any conclusions reached from the subjective and objective section and includes a definitive diagnosis
51
P- plan
based upon the assessment and includes treatment, surgery, medication, intended diagnostics or intended communication
52
inventory costs
should be maintained at approx 12% and 15% of the overall income of the practice
53
shrinkage
loss of product without explaination
54
expiration
unopened and unused products with expiration dates
55
missed charges
easily tracked with correct training and monitoring
56
shelf life products
clinics should not exceed 3 mos
57
client relations
2-5 min clients draw conclusions of practice.
58
communication
greeting, verbal and written forms, info for clients, vaccine schedules, nutrition info, yearly exams, surgical instructions, boarding clients
59
angry clients on phone
listen to client, review the facts, refer the call to the manager
60
angry clients in practice
take to exam room for privacy, listen to client, try to offer a solution, apologize and admit fault if it is part of the practice.
61
body language
60% of communication
62
grieving and loss
to prevent suffering and support the highest quality of life possible during the approach of a pets life
63
stages of grief
denial, anger, guilt, sorrow, loneliness, replacement,

Vet3 (5 decks)

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