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

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

Which is an example of good body language?

Keeping your hands out of your pockets

What is the front desk?

desk where the receptionists work

Where is veterinary medicine in need?

private practice, government agencies, universities, corporations

The first and most important responsibility in veterinary medicine is:

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

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

the veterinarian is in the hospital with them

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

understand, respect and encourage

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

veterinary technician, veterinarian

It is important to understand each position in the hospital to:

anticipate material prep and work to be done

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

does not necessarily mean they do not care

The front desk is really important because:

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

Which of these should you never do in a workplace?

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

What does IACUC stand for?

institutional animal care and use committee

What does the FDA regulate?

Pharmaceuticals and supplements that enter into food animals

A vet that has not examined your pet in person is _______

not allowed to diagnose the pet's condition or prescribe tx

Front desk personnel are tasked with:

keeping the reception area clean, communicating in a positive and confident manner, copying, faxing, and emailing docs, 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

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NAVTA Study Guide 2: Communication and Client Relations

76 termsStudBud Administration1,337 plays

Communication/Education/Professional Conduct

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Questions 76

Answers

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

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