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Veterinary Nursing VN01 > Veterinary business and communication > Flashcards

Veterinary business and communication Flashcards

1
Q

What is the RCVS Practice Standards scheme?

A

A voluntary initiative to accredit vet practices in the UK. It promotes gold standard care and practice.

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2
Q

How often is a practice inspected as part of the PSS scheme?

A

Every 4 years

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3
Q

How many UK practices are part of PSS?

A

Around two thirds of those in the UK

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4
Q

What is the lowest level that a practice must work at?

A

Core standards - this is mainly just meeting the legal requirements to run a vets

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5
Q

What does the PSS do?

A

Give areas of practice to improve and maintain and recognise areas of good or outstanding practice and commend that

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6
Q

What is required for a practice to meet core standards?

A

Must meet legal requirements and follow relevant legislation, as well as the relevant codes of professional conduct

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7
Q

What is required for a practice to meet the standards of General Practice?

A

Encompasses core standards, but the practice must show extra considerations that benefit the veterinary team, patients and clients - this may be a dedicated isolation wards, ensuring there are enough staff, and an aseptic theatre

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8
Q

What is required for a practice to meet the standards of Small Animal Emergency Service Clinic?

A

The practice must meet the core and GP standards, but then be able to accept emergency and critical cases without an appointment. Other requirements may be provision of OOH, or specialist equipment

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9
Q

What is require for a practice to meet the standards of a veterinary hospital?

A

Must meet all core, GP and SAESC requirements. Hospitals will have the facilities and protocols that allow them to investigate and treat the more complex cases

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10
Q

What are the areas of practice that the PSS offer awards in?

A

There are 7 in total
- team and professional responsibility
- client services
- patient consultation service
- diagnostic service
- inpatient service
- emergency and critical care service
- environmental sustainability

The award may be ‘good’ or ‘outstanding’

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11
Q

Who may inspect on behalf of the PSS?

A

Both vets and RVNS that have undergone the correct training

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12
Q

Can a newly formed practice join the PSS?

A

Yes, they will have an initial visit within the first 12 months, and then subsequent visits every 4 years

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13
Q

What are the rules surrounding a training practice and PSS?

A

They must be at least GP level, but can be higher.

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14
Q

What are the key parts of the professional code of conduct that cover pet insurance?

A
  • a pet insurance policy is a contract between the animal owner and the insurer.
  • the vet is the middle man, and can only submit insurance claims at the request of the client
  • all claims forms must be completed carefully and honestly (by both vet and owner)
  • any VS fraudulently filling in insurance details can be struck off the register
  • the existence of an insurance policy is not an excuse to charge inflated fees
  • a VS should be careful when treating their own or family animals
  • a VS should not be seen to favour a particular insurer
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15
Q

What are the rules surrounding referrals and second opinions?

A
  • a vet should facilitate a client’s request for a referral or second opinion
  • a vet should not knowingly take over a colleague’s case without informing that colleague and requesting a clinical history
  • a vet should check if a patient is receiving treatment elsewhere, and if so , request the history. if the owner declines to allow the history to be sent, the case should be declined.
  • emergency treatment may be given without a clinical history from a previous vets
  • under new GDPR laws, client consent must be gained before history is sent to another vets
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16
Q

What is a referral?

A

Where a client and patient are sent to another, usually more specialised vet or practice for treatment or surgery. This may be to benefit from specialised equipment, staff with more experience in a certain area.

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17
Q

What are some examples of specialist diagnostic area?

A

MRI (magnetic resonance imaging)
Orthopaedics
Ophthalmology
Behavioural therapy
Cardiology
Oncology

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18
Q

Who makes the initial contact when a patient is referred?

A

The initial treating vet, but consent should be gained from the client as the history will have to be sent. Animals are usually treated for a specific issue, and then they return to their regular vet.

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18
Q

Who may seek a second opinion?

A

Usually done by a client, and may be internal or external. Vets cannot stop a client seeking a second opinion

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19
Q

What are some of the main reasons for second opinions being sought?

A

Client frustration and lack of client trust

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20
Q

Define SUPERSESSION

A

Replacement of a person or thing previously in authority or use. In the case of veterinary, it means when another practice takes over a patient’s primary care

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21
Q

Define ETHICAL MARKETING

A

Any business strategy that aims to be morally correct - it will aim to benefit society through environmental, socioeconomic, or public health means rather than focusing on an individual or business

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22
Q

What is usually involved in ethical marketing in the context or veterinary?

A

Not using breeds that promote unhealthy standards, such as brachycephalics.

23
Q

In which cases can a VS or VN endorse a product?

A

Only for products that are underpinned by sound scientific principles, or those that have a recognised evidence base.
The VS or VN should make it clear that that is their own individual endorsement, and the endorsement is not necessarily shared by the entire profession.
VS or VN can endorse non-veterinary products as long as it does not bring the profession into disrepute.

24
Q

What rules does the RCVS state in relation to social media for SVNs?

A

Social media should:
- remain respectful and professional
- not bring the profession or colleagues into disrepute
- not promote poor practice
- not contain pictures of client animals without consent
An SVN should also follow their training providers social media rules and regulations.

25
Q

What is the point of using models of communication?

A

They are systematic representations of the process which helps in understanding how communication works. Helps to standardise actions and therefore promote gold standard care.

26
Q

What are some examples of communication models?

A
  1. Berlo’s model of communication
  2. The consultation model framework
  3. The SOLER model (active listening)
27
Q

What is the use of Berlo’s model of communication?

A

It aims to represent communication in its simplest form. Both the source and the receiver should be able to effectively communicate, and the language or context may need to be adapted to allow the receiver (client usually) to fully understand.

28
Q

What is the consultation model framework (the Calgary model)?

A

Used to help provide structure for interactions between the client and the VS or VN. The model aims to help build up a relationship with a client as this can help with compliance.

29
Q

What is the SOLER model?

A

Intended to be used as part of the active listening approach - being engaged with a client whilst not verbally contributing to the conversation helps to show that you are listening and you are interested in what they have to say, and thus a solid communication bond is formed.

30
Q

Who developed the SOLER model of communication?

A

Gerald Egan in 1990 - originally developed for therapists to help with appointments for patients

31
Q

What are the key part of the SOLER model?

A

S - sit squarely to client, ideally at 5 o’clock position. Avoid staring (can be confrontational)
O - open posture at all times (no leg or arm crossing)
L - lean slightly towards the client as it helps to show interest
E - eye contact - maintain the right amount
R - relax. This should help the client relax in turn.

32
Q

What are the key point of Berlo’s model of communication?

A

Source - should have communication skills, correct attitude and knowledge
Message - should be structured and content adapted to suit the receiver
Channel - the method of communication, which may be via hearing, seeing, touching, smelling, tasting
Receiver - should ideally match the source with their communication and attitude.

33
Q

What are the key points of the consultation model framework?

A

Initiating the session –> preparation/initial rapport/reasons for the consult –> gather information –> physical exam –> exploration and planning –> closing the session

34
Q

What different types of questions that can be used to get feedback from a client?

A
  1. Open (broad)
  2. Open (focused)
  3. Closed
  4. Leading
35
Q

Describe an open (broad) question

A

Gives control to the respondent - allows giving of information in any order with little direction
e.g. how is the animal doing?

36
Q

Describe an open (focused) question

A

Given control to the respondent within a given area, encourages disclosure of feelings. More concise than open (broad) questions.
e.g. how long has the animal been off food for?

37
Q

Describe a closed question

A

Control is with the interviewer, aims to check for information. Usually a yes/no answer.
Good for emergency triage where vital information must be gained quickly.

38
Q

Describe a leading question

A

A question which subtly prompts the responder to reply in a certain way. Can influence answers and skew the result.

39
Q

What are some examples of barriers to communication?

A
  • language barriers (includes accent and culture)
  • lack of staff training
  • lack of time
  • distractions (children or animals in the consult room)
  • emotionally charged situations such as euthanasia
  • age of client
  • disability
  • client behaviour (rudeness, not listening)
40
Q

What are the 3 major parts to human face to face communication?

A
  1. Body language
  2. Voice tonality
  3. Words
41
Q

Define HAPTICS

A

The perception of objects by touch and proprioception

42
Q

Define PROXEMICS

A

The branch of knowledge that deals with the amount of space that people feel it necessary to set between themselves and others. Affects engagement and perceived engagement.

43
Q

Define VOCALICS

A

Also called paralanguage. The way you speak, including your tone of voice, volume and pitch, word emphasis, speed and clarity.

44
Q

What are some methods to improve client communication?

A
  • ensure empathy is portrayed
  • communicating in a separate room, without distractions
  • having multiple methods of communication
  • ensuring the right member of staff is matched to the correct consult, depending on their skill and expertise.
  • ensure time is sufficient to allow proper explanations
45
Q

What are some examples of how non verbal communication can be interpreted?

A

Standing with hands on hips may be interpreted as aggressive
Rubbing hands may be interpreted as anticipation
Sitting with legs apart may be interpreted as being open and relaxed

46
Q

What is interprofessional practice?

A

Where two or more professionals work collaboratively to treat a patient in veterinary - e.g. VS, lay staff, vet nurses and vet physio working together to manage a case

47
Q

What are some benefits to interprofessional practice?

A

Increased job satisfaction, enhanced engagement, staff feeling valued, improved patient care, improved client satisfaction

48
Q

What are some problems that can be encountered with interprofessional practice?

A

Challenges regarding hierarchy and who is in charge of who, overlapping responsibilities, lack of understanding of another’s role, communication issues

49
Q

What is the aim of interprofessional practice?

A

A team approach, with everyone contributing skills in order to best coordinate patient care and client satisfaction

50
Q

What are some examples of business models?

A

Sole trader, partnerships, joint venture, corporate practice

51
Q

How would a sole trader business operate?

A

Business is owned and run by an individual - any profits are kept by that individual but any liabilities are their personal responsibility.

52
Q

How would a business partnership business operate?

A

Two or more people share ownership of a business. Both partners are personally liable for any liabilities

53
Q

How would a limited partnership business operate?

A

Not all partners are personally liable for business liabilities - will have a general partner who is personally liable, and a limited partner who isn’t. Profits are shared and each partner pays tax on their share.

54
Q

How would a limited company business operate?

A

Has legal rights and obligations of its own. Owned by shareholders. Business and personal finances are separate. Directors oversee running of the business.
Liability of shareholders is limited to the amount they own in shares.
LTD do not operate on the public stock market, PLC do.

55
Q

How would a joint venture business operate?

A

The business is owned by both an individual and a corporate company e.g. Vets4Pets.

56
Q

What are the most common business models for veterinary practice?

A

Sole trader (private/independent), corporate (owned by a company), joint venture (owned by both an individual and a corporate company)

Veterinary Nursing VN01 (10 decks)

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