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

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

What is the front desk?

desk where the receptionists work

What does IACUC stand for?

institutional animal care and use committee

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

veterinarian, veterinary technician

Front desk personnel are tasked with:

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

What is the purpose of the Veterinary Practice Act?

state regulations for all veterinary professionals

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 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

Which of these should you never do in a workplace?

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

A vet with a DVM/MPH degree is:

likely going to work in a public health related field

Front desk staff should never:

diagnose, prescribe medication, treat, provide a medical prognosis

The front desk is really important because:

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

studbud

NAVTA Study Guide 2: Communication and Client Relations

76 termsStudBud Administration1,337 plays

Communication/Education/Professional Conduct

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Questions 76

Answers

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

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