Which is an example of good body language?

Keeping your hands out of your pockets

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

What is the front desk?

desk where the receptionists work

Which of these should you never do in a workplace?

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

Where is veterinary medicine in need?

universities, government agencies, corporations, private practice

A vet with a DVM/MPH degree is:

likely going to work in a public health related field

Front desk staff should never:

diagnose, provide a medical prognosis, treat, prescribe medication

The VA ensures the vet and vet tech can:

complete their tasks efficiently

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

the veterinarian is in the hospital with them

Front desk personnel are tasked with:

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

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

can help detect and prevent disease in an animal

The first and most important responsibility in veterinary medicine is:

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

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

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

What does IACUC stand for?

institutional animal care and use committee

Verbal skills include:

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

An IACUC should consist of at least:

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

studbud

Study Guide 2: Communication and Client Relations

76 termsStudBud Administration27 plays

Communication/Education/Professional Conduct

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Questions 76

Answers

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

Study Guide 2: Communication and Client Relations Flashcards | StudBud