Which of these should you never do in a workplace?

Spread rumors, Publically (especially online) berate your employer, Publically berate your coworkers, Gossip

What is the purpose of the Veterinary Practice Act?

state regulations for all veterinary professionals

What is the front desk?

desk where the receptionists work

Which should do this with regards to the human-animal bond?

understand, respect and encourage

A lack of emotion on a client's part after the loss of the animal

does not necessarily mean they do not care

Which is needed before we do anything for the pet?

veterinarian-client- patient relationship

After a client stops speaking it's important that you:

Briefly acknowledge what they said

can help detect and prevent disease in an animal

Which is an example of good body language?

Keeping your hands out of your pockets

An IACUC should consist of at least:

one vet, one scientist, one non scientist, one non employee

Verbal skills include:

avoiding words such as "um" and "like", acknowledging what the client said, using terms that are easy to understand, using proper tone

What does the FDA regulate?

Pharmaceuticals and supplements that enter into food animals

To avoid a lawsuit, it's important all members of the vet facility ensure that:

all conversations, phone calls, tx, etc. are documented

The front desk is really important because:

they are the last place that customers interact, are the first thing customers see, they are well versed in proper communication with clientele, are experts in proper customer service

Front desk personnel are tasked with:

copying, faxing, and emailing docs, keeping the reception area clean, communicating in a positive and confident manner, scheduling apts at the correct time and with the correct Dr

A vet with a DVM/MPH degree is:

likely going to work in a public health related field

The VA ensures the vet and vet tech can:

complete their tasks efficiently

Which career(s) require a state and national board exam as part of their certification?

veterinarian, veterinary technician

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NAVTA Study Guide 2: Communication and Client Relations

76 termsStudBud Administration9 plays

Communication/Education/Professional Conduct

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Questions 76

Answers

1
Which of these should you never do in a workplace?
Spread rumors
Publically (especially online) berate your employer
Publically berate your coworkers
Gossip
2
A graduate of a 4 year AVMA vet technology program that graduates with a bachelors degree is a:
veterinary technician
veterinary assistant
veterinarian
veterinary technologist
3
What is the purpose of the Veterinary Practice Act?
enforce veterinary rules for staff
enforce veterinary rules for pet owners
regulate pharmaceuticals
state regulations for all veterinary professionals
4
Individuals that maintain proper hygiene of animals are called:
kennel assistants
groomers
shelter volunteers
externs
5
What is the front desk?
reception area where doctors work
area at the back of the hospital near the treatment rooms
desk outside the front of the hospital
desk where the receptionists work
6
Which should do this with regards to the human-animal bond?
encourage, critique and judge
respect, tolerate and undermine
understand, respect and encourage
understand, reconstruct and interfere
7
A lack of emotion on a client's part after the loss of the animal
all of these
does not necessarily mean they do not care
always means they are cold and uncaring
probably means they did not view their pet as a child
8
Which is needed before we do anything for the pet?
veterinarian-client- patient relationship
technician-veterinarian-assistant relationship
veterinarian-patient-technician relationship
technician-veterinarian-client relationship
9
This is a method of nonverbal communication using physical behavior.
auditory communication
written communication
visual communication
body language
10
Some vets work in medical schools where they are involved in study of dz. This is known as:
interspecies medicine
intraspecies medicine
lab animal medicine
comparative medicine
11
Liability means:
legally responsible
legally not responsible
lying
a failure to perform what is necessary
12
A valid VCPR cannot occur without the vet ____ examining the animal.
physically
telepathically
virtually
telephonically
13
Veterinarians that are studying advanced clinical or surgical medicine in a hospital are:
interns and residents
kennel assistants
volunteers
externs and residents
14
The business manager does NOT do this:
order equipement
perform surgery
pay bills
schedule employees
15
After a client stops speaking it's important that you:
Ignore anything they said that sounds sad or angry
Repeat, word for word, everything they just said
Briefly acknowledge what they said
Leave the room without saying anything
16
Vet that provides guidance & leadership to medical staff to ensure the highest quality of care
hospital manager
office manager
medical director
hospital administrator
17
Science of protecting community health by preventing dz, through education, and controlling dz
community health
veterinary health
public health
zoonotic health
18
Veterinary technicians are a lot like:
veterinary nurses
none of these
veterinary assistants
office managers
19
The AWA, from which the IACUC derives legal authority, is the:
animal wrights act
american welfare association
animal welfare act
american welfare act
20
Which is the basic expectations of all employees?
all of these
follow directions
ability to work with others
adhere to policies and procedures
21
Who sets the standards for veterinary medical ethics?
ASPCA
AAHA
PETA
AVMA
22
The ___ tx of animals is to tx them in a way that causes the least amount of harm
humane
abusive
inhumane
human
23
These are rules and principals that govern proper conduct:
VA instructor rules
Ethics
Rules
Dos and Don'ts
24
It is important to maintain the medical record by:
not entering your tasks
making incomplete entries
making prompt entries in ink
making prompt entries in pencil
25
What is the last stage of grief?
acceptance
bargaining
anger
denial
26
Exhaustion from long term stress can lead to an uncaring attitude towards patient care
burnout
none of these
Caregiver eustress
burnin
27
Having the ability to understand another person's feelings is called:
tact
patience
empathy
kindness
28
A diplomat is a:
general practicioner
board-certified specialist
professor
researcher
29
Groomers
are trained to treat animals
are good at diagnosing lumps by looking at them
can help detect and prevent disease in an animal
only make animals look pretty
30
Which is an example of good body language?
Clenching your jaw
Looking away all of the time
Crossing your arms
Keeping your hands out of your pockets
31
An IACUC should consist of at least:
one vet, one scientist, one human dr, and a lawyer
one vet, one scientist, one non scientist, one non employee
one vet, one human dr, one non-scientist, and a non employee
one vet, one scientist, on non scientist, one human dr
32
Stage of grief where a person wants to help in a situation for giving something in return
acceptance
depression
bargaining
anger
33
Protection of animals from inhumane treatment and neglect is known as:
animal welfare
biomedical warfare
veterinary welfare
animal rights
34
Verbal skills include:
avoiding words such as "um" and "like"
acknowledging what the client said
using terms that are easy to understand
using proper tone
35
One of the most important aspects of professional conduct is punctuality, or:
Timeliness
Punctuation
Courtesy
Compassion
36
What does the FDA regulate?
Pharmaceuticals and supplements that enter into food animals
animal welfare
veterinary practices for the nation
controlled drugs
37
What is the first stage of grief?
anger
bargaining
denial
acceptance
38
To avoid a lawsuit, it's important all members of the vet facility ensure that:
all clients sign an estimate form
all drugs are locked in the drug cabinet
all clients sign a consent form
all conversations, phone calls, tx, etc. are documented
39
The front desk is really important because:
they are the last place that customers interact
are the first thing customers see
they are well versed in proper communication with clientele
are experts in proper customer service
40
Attitude and behavior are important to be successful. Your attitude can have an affect on:
all of these
yourself
co-workers
client and patients
41
A vet with a DVM/PhD is someone who
spent less time in school than someone with a DVM
is trying to become a human doctor
is seeking to go into research
none of these
42
The clinic you work in has one vet on staff,Rebecca Clause. How should you address her?
Dr Clause
Clause
Rebecca
Dr Becca
43
Front desk personnel are tasked with:
copying, faxing, and emailing docs
keeping the reception area clean
communicating in a positive and confident manner
scheduling apts at the correct time and with the correct Dr
44
Veterinary nurses are not allowed to:
educate clients
diagnose
administer treatment under the supervision of a Dr
act as an anesthetist
45
Purposeful harm to an animal, or the failure to take care of an animal properly
animal welfare
humane animal treatment
animal rights
animal abuse
46
Which legal document would specify rules and regs for vets and techs?
veterinary practice act
government law
AVMA
statutory law
47
A vet with a DVM/MPH degree is:
a specialist in cardiology
a diplomat of a college
likely going to work in a public health related field
able to treat animals and people
48
An oncologist is a doctor that specializes in:
arthritis
cancer
heart problems
neurological issues
49
When choosing appearance which must be considered?
ability to move effectively
all of these
potential for disease transmission
patient and personal safety
50
The VA ensures the vet and vet tech can:
complete their tasks efficiently
prescribe medications
clean the floor
clean a cage
51
Which career(s) require a state and national board exam as part of their certification?
veterinarian
veterinary assistant
office manager
veterinary technician
52
Which is an example of bad body language?
Looking at your watch
Looking at the person speaking
Nodding
Smiling when appropriate
53
A graduate of a 2-3 year AVMA accredited program in veterinary technology is a:
veterinarian
veterinary assistant
veterinary technician
veterinary technologist
54
This is a team member that helps to assist vets and vet techs with their roles in the clinic.
veterinary assistant
receptionist
veterinary nurse
hospital manager
55
What does the DEA regulate?
controlled pharmaceuticals
pharmaceuticals and supplements that enter into food animals
national veterinary compliance
animal welfare
56
It is important to understand each position in the hospital to:
place a catheter if the tech is busy
step in and perform surgery
diagnose disease
anticipate material prep and work to be done
57
A vet that has not examined your pet in person is _______
able to prognose the final outcome of treatment
allowed to diagnose, but not treat the patient
allowed to diagnose and treat the patient
not allowed to diagnose the pet's condition or prescribe tx
58
A veterinarian is a person that has earned which degree?
MBA
PhD
DDS
DVM or VMD
59
The first and most important responsibility in veterinary medicine is:
putting the needs of the pt 1st to relieve suffering & pain
practicing below the standards of care
giving copies of medical records to clients
avoiding slander
60
The art and science of providing medical support to veterinarians and patient is called:
veterinary technicianry
veterinary technology
veterinary medicine
veterinary assisting
61
Team members that are tasked with feeding, walking, and cleaning boarding facilities are:
janitors
residents
kennel assistants
maintenance personnel
62
A kennel worker just let a dog get loose, and it was HBC. Who's legally liable for that action?
kennel worker
driver of the car
the hospital owner
veterinarian
63
A vet is expected to provide ____ during emergency situations.
a simple hello and nothing else
full service treatment covered out of his/her pocket
nothing
minimal essential care
64
In some states, it is not only an ethical obligation, but a legal obligation to report:
animal abuse
animals that are verbally chastised by their owners
the humane treatment of animals
owners forgetting to come in for an appointment
65
Which is the customer in the veterinary hospital?
all of these
the client
the patient
the veterinary team
66
A medical practitioner trained and licensed to diagnose and treat animals is known as a:
veterinarian
nurse
physician
veterinary technician
67
This person usually has a grad degree in business & is responsible for leading vets and staff
receptionist
hospital administrator
veterinary nurse
office manager
68
Person that is responsible for direct oversight of the receptionist is the:
hospital administrator
office manager
medical director
practice manager
69
If a veterinary staff member is under direct supervision, that means:
the veterinarian is in the same room as them
the veterinarian is available by phone
the veterinarian is watching over their shoulder
the veterinarian is in the hospital with them
70
Doing and saying the right thing at the right time is known as:
empathy
tact
kindness
courtesy
71
Where is veterinary medicine in need?
corporations
government agencies
private practice
universities
72
What does IACUC stand for?
institutional animal care and utility committee
institutional animal care and use committee
institutional animal compliance and use committee
institutional animal care and use compliance
73
What is a carcinogen?
A zoological agent
A cancer causing agent
An asthma causing agent
A dermatitis causing agent
74
Front desk staff should never:
provide a medical prognosis
prescribe medication
diagnose
treat
75
Professionalism does NOT include:
loss of temper
professional appearance
professional grooming
professional language
76
When hiring a person, which of these questions would be appropriate to ask?
do you have children
what qualities and skills would you bring to our clinic
all of these answers are correct
what is your religion

NAVTA Study Guide 2: Communication and Client Relations Flashcards | StudBud