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Practice Management & Interpersonal Communication Flashcards

(90 cards)

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1
Q

a facility in which hospital services are rendered, as well as where veterinary scientists perform research and instruct professional veterinary students

A

Veterinary Teaching Hospital

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2
Q

a facility in which the practice conducted typically or may include inpatient and outpatient diagnostics and treatment

A

Hospital / Clinic

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3
Q

a facility in which the practice conducted may include short-term admission of patients but where all patients are discharged at the end of the workday

A

Outpatient Clinic

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4
Q

a veterinary practice conducted from a vehicle with special medical or surgical facilities or from a vehicle suitable for making house or farm calls

A

Mobile Practice

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5
Q

a facility with the primary function of receiving, treating, and monitoring emergency patients during its specified hours of operation

A

Emergency Facility

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6
Q

a facility that provides services by board-certified veterinarian(s) and/or CVTS

A

Specialty Facility

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7
Q

a facility that provides secondary care services by veterinary specialists

A

Referral Facility

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8
Q

a facility the strongly implies an advanced depth or scope of practice

A

Center

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9
Q

the individual that runs the reception area and handles reception staff, scheduling, bookkeeping and client relations

A

Office Manager

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10
Q

the individual that oversees all aspects of a veterinary hospital, with exceptions of medical decision

A

Practice Manager

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11
Q

the individual who supervises the entire hospital, including both medical and nonmedical decisions, and supervises all employees within the hospital, including veterinarians

A

Hospital Manager

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12
Q

the group that offers continuing education in veterinary practice management, but no title or certification designation is awarded

A

Veterinary Medical Institute (VMI)

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13
Q

Which group oversees the VMI?

A

American Animal Hospital Association

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14
Q

the group that offers continuing education in veterinary practice management and results in the title of Certified Veterinary Practice Manager

A

Veterinary Hospital Managers Association (VHMA)

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15
Q

VMI

A

Veterinary Management Institute

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16
Q

VHMA

A

Veterinary Hospital Managers Association

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17
Q

the title earned after completing the continued education program through the VHMA

A

Certified Veterinary Practice Manager

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18
Q

hospital-derived infections

A

Nosocomial Infections

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19
Q

the only group in North America that offers voluntary accreditation programs for veterinary hospitals

A

American Animal Hospital Association (AAHA)

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20
Q

_____ exam rooms should be available in the outpatient area per each vet working

A

2

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21
Q

PPE

A

Personal Protection Equipment

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22
Q

a device that monitors an individual’s exposure to radiation

A

Dosimeter

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23
Q

practices that operate out of a vehicle that’s designed to treat pets at home and do not have a permanent hospital facility

A

Small Animal House-Call Practices

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24
Q

practices much larger and more advanced than primary-care practices, and may either be separated into more focused and specialized areas or may have more space dedicated to each area than a typical small-animal practice

A

Specialty and Emergency Practices

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25
practices that have a specially designed unit in the back of a truck containing all the necessary equipment for conducting farm calls
Large Animal Mobile Unit
26
practices that allow their clients to bring pets into the hospital and often contain cattle chutes, barns and stalls, pastures, mechanical or hydraulic lifts and appropriately sized surgical tables and instruments
Large Animal Haul-In Facilities
27
the communication technique in which you ask a client to repeat your directions back to you in order to ensure they understand
Echo Technique
28
communicating clearly using proper grammar and articulation
Clarity
29
showing genuine concern and respect when communicating
Courtesy
30
the communication technique that encourages a client to elaborate freely without being led a particular direction
Open-Ended Inquiry
31
the ability to understand the position of another person and to communicate that understanding to that person
Empathy
32
Most common cause of conflict
Misunderstandings
33
a technique used to reduce misunderstandings in which a person repeats what the previous speaker said and the original speaker has an opportunity to correct misperceptions
Rephrasing
34
a technique used to reduce misunderstandings in which a listener waits before responding, giving them time to think about what was said and to formulate a proper response
Three-Second Rule
35
degree of loudness when speaking
Volume
36
the highness or lowness of your voice
Pitch
37
how your mood or feeling is communicated when speaking
Tone
38
how you form or articulate your words
Enunciation
39
How long should the average call last if well managed?
3 min
40
What are the 3 types of scheduling?
1. Wave Scheduling 2. Flow Scheduling 3. Fixed Office Hours
41
a type of appointment scheduling in which the total number of patients to be seen in one segment will be scheduled at the same time
Wave Scheduling
42
a type of appointment scheduling in which patients are scheduled for 15-minute intervals and provisions are made for longer appointments
Flow Scheduling
43
a type of appointment scheduling in which clients come to announced office hours with their pets whenever they wish and patients are seen on a first-come, first-served basis
Fixed Office Hours
44
List the 5 categories of management responsibilities
1. Planning 2. HR 3. Marketing 4. Financial 5. Operations
45
a written document that discusses the current business situation and covers both short-term and long-term plans related to any and all aspects of the business
Business Plan
46
the department or activities related to the hiring, training, managing, and termination of employees
Human Resources
47
the individual who hires veterinarians and management staff
Practice Owner
48
the individual who hires vet technicians, vet assistants, and receptionists
Practice Manager
49
a visual representation of how the departments and employee positions within a business are aligned
Organizational Chart (Org Chart)
50
a written document that outlines all of the duties and requirements associated with the particular position and can also be useful in training and employee evaluations
Job Description
51
the type of interview in which the candidate is given the opportunity to interact with the team and ensure that they're a good fit for the office
Working Interview
52
the sum total of an employee's salary or wages and benefits
Total Compensation
53
the result from repeated emotional attachments to ill and injured animals
Compassion Fatigue
54
the activities required to obtain and retain clients, as well as those associated with enhancing the awareness of the hospital's standing in the community
Marketing
55
the type of marketing that focuses on the existing client base
Internal Marketing
56
the type of marketing that focuses on the external community and attracting new clients
External Marketing
57
paid announcement in print, broadcast, or electronic media
Advertisements
58
includes collecting payments for products or goods sold, making payments for products or goods received, running payroll, and preparing financial statements
Bookkeeping
59
a financial statement that summarizes a practice's financial situation at a given point in time, including tangible (cash) and intangible (goodwill) assets and liabilities (debts)
Balance Sheet
60
a document that reflects the financial performance of a practice for a specific time period
Income Statement
61
List 2 other names for an income statement
1. Profit and Loss Statement (P&L) 2. Statement of Revenue and Expenses
62
a document that examines the cash of the business, including all sources and projected uses of cash over a particular time period
Statement of Cashflows
63
metrics used by the practice to evaluate performance
Key Performance Indicators
64
the metric calculated using the number of transactions in a given time period divided by the number of FTE doctors in the practice and is used to track doctor efficiency
Revenue / Transactions Per Full-Time-Equivalent (FTE) Doctor
65
FTE Doctor
Full-Time-Equivalent Doctor
66
the metric that includes only times that a patient actually visited the hospital and had some kind of procedure performed, such as examination, surgery, or dental work
Patient Visits
67
the metric that includes all services or products purchased by a client
Transactions (Invoices)
68
the metric calculated by dividing the total revenue of the practice by the total number of transactions and indicates how much an average client spends on a visit to the practice
Average Transaction Charge
69
the metric used to analyze the types of services clients are electing to receive
Revenue by Category
70
client who has never visited the practice before
New Client
71
client who has visited the practice within the past 12 months
Active Client
72
the metric that shows the dollar amount owed by clients and how long the money has been owed
Accounts Receivable Aging
73
the representation of amounts owed to the practice by clients who are allowed to charge at the practice
Accounts Receivable
74
the metric calculated by dividing the total number of hours worked by doctors and staff by the total number of transactions
Work Hours Per Transaction
75
the number calculated using practice profits divided by gross revenue and is typically expressed as a percentage
Profitability Calculation
76
the area of management that relates to all of the systems, policies, and procedures that allow the smooth daily functioning of a veterinary practice
Operations
77
the area of management that focuses primarily on appointment scheduling and client finances
Front Desk Operations
78
process that has clients seen on a first-come-first serve basis, except for emergencies
Walk-In System
79
process that allows the practice to regulate the flow of the day in a way that improves client service and efficiency
Appointment System
80
used by most animal hospitals to keep track of appointments
Practice Management Software
81
booking a patient's next appointment before the client leaves the practice
Forward Booking
82
the advanced preparation of the appointment book
Establishing the Matrix
83
annual preventive care plans that include the specific services a practice feels a pet owner should provide to each pet during a year to keep it healthy
Pay-by-the-Month Wellness Plan
84
PIMS
Practice Information Management System
85
Give 3 examples of PIMS used in veterinary medicine
1. Cornerstone 2. AVImark 3. ImproMed Infinity
86
List 7 of the most important features performed by PIMS
1. Patient medical records 2. Patient scheduling / Patient location in hospital 3. Reminders 4. Billing 5. Inventory 6. Client communication 7. Accounts receivable
87
these are created for each patient as services are recorded in the medical record
Invoices
88
How long must an account be unpaid for it to be considered overdue?
Unpaid for 30 days
89
a centralized computer in a veterinary hospital that contains the software and all associated databases
Server
90
satellite computers throughout hospital that allow PIMS to be access anywhere in the hospital
Workstations

Vet Office Management (4 decks)

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