NAVTA Study Guide 2: Communication and Client Relations

Question 1

This is a method of nonverbal communication using physical behavior.

Accepted Answer

body language

Question 2

A vet with a DVM/PhD is someone who

Accepted Answer

is seeking to go into research

Question 3

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

Accepted Answer

veterinary technology

Question 4

Which is the customer in the veterinary hospital?

Accepted Answer

the client

Question 5

The business manager does NOT do this:

Accepted Answer

perform surgery

Question 6

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

Accepted Answer

animal welfare

Question 7

Front desk personnel are tasked with:

Accepted Answer

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

Question 8

Professionalism does NOT include:

Accepted Answer

loss of temper

Question 9

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

Accepted Answer

kennel assistants

Question 10

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

Accepted Answer

the veterinarian is in the hospital with them

Question 11

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

Accepted Answer

tact

Question 12

An IACUC should consist of at least:

Accepted Answer

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

Question 13

Vet that provides guidance & leadership to medical staff to ensure the highest quality of care

Accepted Answer

medical director

Question 14

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

Accepted Answer

understand, respect and encourage

Question 15

A veterinarian is a person that has earned which degree?

Accepted Answer

DVM or VMD

Question 16

Veterinary technicians are a lot like:

Accepted Answer

veterinary nurses

Question 17

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

Accepted Answer

Briefly acknowledge what they said

Question 18

Having the ability to understand another person's feelings is called:

Accepted Answer

empathy

Question 19

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

Accepted Answer

animal abuse

Question 20

What does the DEA regulate?

Accepted Answer

controlled pharmaceuticals

Question 21

What is the purpose of the Veterinary Practice Act?

Accepted Answer

state regulations for all veterinary professionals

Question 22

Front desk staff should never:

Accepted Answer

treat, provide a medical prognosis, diagnose, prescribe medication

Question 23

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 24

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

Accepted Answer

lab animal medicine

Question 25

What does the FDA regulate?

Accepted Answer

Pharmaceuticals and supplements that enter into food animals

Question 26

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

Accepted Answer

veterinary technician, veterinarian

Question 27

Groomers

Accepted Answer

can help detect and prevent disease in an animal

Question 28

What is a carcinogen?

Accepted Answer

A cancer causing agent

Question 29

An oncologist is a doctor that specializes in:

Accepted Answer

cancer

Question 30

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

Accepted Answer

veterinary practice act

Question 31

The VA ensures the vet and vet tech can:

Accepted Answer

complete their tasks efficiently

Question 32

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

Accepted Answer

anticipate material prep and work to be done

Question 33

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

Accepted Answer

hospital administrator

Question 34

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

Accepted Answer

public health

Question 35

Where is veterinary medicine in need?

Accepted Answer

private practice, universities, corporations, government agencies

Question 36

Which is the basic expectations of all employees?

Accepted Answer

all of these

Question 37

What is the front desk?

Accepted Answer

desk where the receptionists work

Question 38

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 39

POMR stands for Problem-Oriented Medical Record

Accepted Answer

True

Question 40

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

Accepted Answer

veterinarian

Question 41

Which of these should you never do in a workplace?

Accepted Answer

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

Question 42

When choosing appearance which must be considered?

Accepted Answer

all of these

Question 43

The first and most important responsibility in veterinary medicine is:

Accepted Answer

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

Question 44

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

Accepted Answer

veterinary technologist

Question 45

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

Accepted Answer

office manager

Question 46

Individuals that maintain proper hygiene of animals are called:

Accepted Answer

groomers

Question 47

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

Accepted Answer

Dr Clause

Question 48

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

Accepted Answer

interns and residents

Question 49

A vet with a DVM/MPH degree is:

Accepted Answer

likely going to work in a public health related field

Question 50

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

Accepted Answer

veterinary assistant

Question 51

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 52

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

Accepted Answer

all of these

Question 53

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

Accepted Answer

bargaining

Question 54

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

Accepted Answer

humane

Question 55

The front desk is really important because:

Accepted Answer

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

Question 56

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

Accepted Answer

veterinary technician

Question 57

These are rules and principals that govern proper conduct:

Accepted Answer

Ethics

Question 58

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 59

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

Accepted Answer

animal abuse

Question 60

Liability means:

Accepted Answer

legally responsible

Question 61

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 62

What is the first stage of grief?

Accepted Answer

denial

Question 63

Which is needed before we do anything for the pet?

Accepted Answer

veterinarian-client- patient relationship

Question 64

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

Accepted Answer

veterinarian

NAVTA Study Guide 2: Communication and Client Relations

Questions 77

NAVTA Study Guide 2: Communication and Client Relations

Questions 77