Which is needed before we do anything for the pet?

veterinarian-client- patient relationship

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

does not necessarily mean they do not care

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

the veterinarian is in the hospital with them

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

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

What is the purpose of the Veterinary Practice Act?

state regulations for all veterinary professionals

can help detect and prevent disease in an animal

The VA ensures the vet and vet tech can:

complete their tasks efficiently

Front desk staff should never:

prescribe medication, provide a medical prognosis, treat, diagnose

The first and most important responsibility in veterinary medicine is:

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

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

Briefly acknowledge what they said

Verbal skills include:

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

Where is veterinary medicine in need?

private practice, universities, corporations, government agencies

Front desk personnel are tasked with:

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

What does IACUC stand for?

institutional animal care and use committee

Which of these should you never do in a workplace?

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

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

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

What does the FDA regulate?

Pharmaceuticals and supplements that enter into food animals

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NAVTA Study Guide 2: Communication and Client Relations

76 termsStudBud Administration138 plays

Communication/Education/Professional Conduct

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Questions 76

Answers

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

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