Study Guide 2: Communication and Client Relations

Question 1

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

Accepted Answer

does not necessarily mean they do not care

Question 2

A kennel worker just let a dog get loose, and it was HBC. Who's legally liable for that action?

Accepted Answer

veterinarian

Question 3

When hiring a person, which of these questions would be appropriate to ask?

Accepted Answer

what qualities and skills would you bring to our clinic

Question 4

What is a carcinogen?

Accepted Answer

A cancer causing agent

Question 5

The clinic you work in has one vet on staff,Rebecca Clause. How should you address her?

Accepted Answer

Dr Clause

Question 6

Which is the basic expectations of all employees?

Accepted Answer

all of these

Question 7

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

Accepted Answer

the veterinarian is in the hospital with them

Question 8

The AWA, from which the IACUC derives legal authority, is the:

Accepted Answer

animal welfare act

Question 9

Protection of animals from inhumane treatment and neglect is known as:

Accepted Answer

animal welfare

Question 10

Verbal skills include:

Accepted Answer

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

Question 11

Front desk staff should never:

Accepted Answer

prescribe medication, diagnose, provide a medical prognosis, treat

Question 12

This is a method of nonverbal communication using physical behavior.

Accepted Answer

body language

Question 13

Who sets the standards for veterinary medical ethics?

Accepted Answer

AVMA

Question 14

What is the first stage of grief?

Accepted Answer

denial

Question 15

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

Accepted Answer

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

Question 16

Veterinarians that are studying advanced clinical or surgical medicine in a hospital are:

Accepted Answer

interns and residents

Question 17

A vet is expected to provide ____ during emergency situations.

Accepted Answer

minimal essential care

Question 18

The front desk is really important because:

Accepted Answer

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

Question 19

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

Accepted Answer

veterinarian, veterinary technician

Question 20

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

Accepted Answer

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

Question 21

A vet with a DVM/MPH degree is:

Accepted Answer

likely going to work in a public health related field

Question 22

The VA ensures the vet and vet tech can:

Accepted Answer

complete their tasks efficiently

Question 23

A medical practitioner trained and licensed to diagnose and treat animals is known as a:

Accepted Answer

veterinarian

Question 24

Attitude and behavior are important to be successful. Your attitude can have an affect on:

Accepted Answer

all of these

Question 25

A diplomate is a:

Accepted Answer

board-certified specialist

Question 26

Stage of grief where a person wants to help in a situation for giving something in return

Accepted Answer

bargaining

Question 27

Which of these should you never do in a workplace?

Accepted Answer

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

Question 28

The art and science of providing medical support to veterinarians and patient is called:

Accepted Answer

veterinary technology

Question 29

Team members that are tasked with feeding, walking, and cleaning boarding facilities are:

Accepted Answer

kennel assistants

Question 30

The ___ tx of animals is to tx them in a way that causes the least amount of harm

Accepted Answer

humane

Question 31

Which legal document would specify rules and regs for vets and techs?

Accepted Answer

veterinary practice act

Question 32

One of the most important aspects of professional conduct is punctuality, or:

Accepted Answer

Timeliness

Question 33

Some vets work in medical schools where they are involved in study of dz. This is known as:

Accepted Answer

lab animal medicine

Question 34

Science of protecting community health by preventing dz, through education, and controlling dz

Accepted Answer

public health

Question 35

Exhaustion from long term stress can lead to an uncaring attitude towards patient care

Accepted Answer

burnout

Question 36

What does IACUC stand for?

Accepted Answer

institutional animal care and use committee

Question 37

This person usually has a grad degree in business & is responsible for leading vets and staff

Accepted Answer

hospital administrator

Question 38

An IACUC should consist of at least:

Accepted Answer

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

Question 39

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

Accepted Answer

understand, respect and encourage

Question 40

A veterinarian is a person that has earned which degree?

Accepted Answer

DVM or VMD

Question 41

Where is veterinary medicine in need?

Accepted Answer

government agencies, universities, corporations, private practice

Question 42

Person that is responsible for direct oversight of the receptionist is the:

Accepted Answer

office manager

Question 43

Doing and saying the right thing at the right time is known as:

Accepted Answer

tact

Question 44

Which is needed before we do anything for the pet?

Accepted Answer

veterinarian-client- patient relationship

Question 45

Individuals that maintain proper hygiene of animals are called:

Accepted Answer

groomers

Question 46

A graduate of a 2-3 year AVMA accredited program in veterinary technology is a:

Accepted Answer

veterinary technician

Question 47

This is a team member that helps to assist vets and vet techs with their roles in the clinic.

Accepted Answer

veterinary assistant

Question 48

These are rules and principals that govern proper conduct:

Accepted Answer

Ethics

Question 49

What is the purpose of the Veterinary Practice Act?

Accepted Answer

state regulations for all veterinary professionals

Question 50

A valid VCPR cannot occur without the vet ____ examining the animal.

Accepted Answer

physically

Question 51

Which is an example of good body language?

Accepted Answer

Keeping your hands out of your pockets

Question 52

A graduate of a 4 year AVMA vet technology program that graduates with a bachelors degree is a:

Accepted Answer

veterinary technologist

Question 53

What is the last stage of grief?

Accepted Answer

acceptance

Question 54

In some states, it is not only an ethical obligation, but a legal obligation to report:

Accepted Answer

animal abuse

Question 55

An oncologist is a doctor that specializes in:

Accepted Answer

cancer

Question 56

Groomers

Accepted Answer

can help detect and prevent disease in an animal

Question 57

Purposeful harm to an animal, or the failure to take care of an animal properly

Accepted Answer

animal abuse

Question 58

What does the DEA regulate?

Accepted Answer

controlled pharmaceuticals

Question 59

It is important to maintain the medical record by:

Accepted Answer

making prompt entries in ink

Question 60

When choosing appearance which must be considered?

Accepted Answer

all of these

Question 61

Professionalism does NOT include:

Accepted Answer

loss of temper

Question 62

A vet with a DVM/PhD is someone who

Accepted Answer

is seeking to go into research

Question 63

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

Accepted Answer

anticipate material prep and work to be done

Question 64

Front desk personnel are tasked with:

Accepted Answer

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

Study Guide 2: Communication and Client Relations

Questions 76

Study Guide 2: Communication and Client Relations

Questions 76