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

What does the FDA regulate?

Pharmaceuticals and supplements that enter into food animals

Which is needed before we do anything for the pet?

veterinarian-client- patient relationship

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

what qualities and skills would you bring to our clinic

Which of these should you never do in a workplace?

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

can help detect and prevent disease in an animal

What is the purpose of the Veterinary Practice Act?

state regulations for all veterinary professionals

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:

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

An IACUC should consist of at least:

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

The first and most important responsibility in veterinary medicine is:

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

Front desk staff should never:

diagnose, provide a medical prognosis, treat, prescribe medication

Which is an example of good body language?

Keeping your hands out of your pockets

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

veterinarian, veterinary technician

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

The front desk is really important because:

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

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

studbud

NAVTA Study Guide 2: Communication and Client Relations

76 termsStudBud Administration138 plays

Communication/Education/Professional Conduct

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Questions 76

Answers

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

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