What is the front desk?

desk where the receptionists work

Front desk personnel are tasked with:

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

The front desk is really important because:

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

Verbal skills include:

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

What is the purpose of the Veterinary Practice Act?

state regulations for all veterinary professionals

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

does not necessarily mean they do not care

What does the FDA regulate?

Pharmaceuticals and supplements that enter into food animals

The first and most important responsibility in veterinary medicine is:

putting the needs of the pt 1st to relieve suffering & pain

The VA ensures the vet and vet tech can:

complete their tasks efficiently

If a veterinary staff member is under direct supervision, that means:

the veterinarian is in the hospital with them

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

veterinary technician, veterinarian

Which of these should you never do in a workplace?

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

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

Briefly acknowledge what they said

Which is needed before we do anything for the pet?

veterinarian-client- patient relationship

Front desk staff should never:

prescribe medication, treat, diagnose, provide a medical prognosis

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

understand, respect and encourage

Which is an example of good body language?

Keeping your hands out of your pockets

Where is veterinary medicine in need?

universities, private practice, government agencies, corporations

studbud

NAVTA Study Guide 2: Communication and Client Relations

76 termsStudBud Administration9 plays

Communication/Education/Professional Conduct

Flashcards76 cardsFPractice quizPHost liveL

Questions 76

Answers

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

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