Which of these should you never do in a workplace?

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

What does IACUC stand for?

institutional animal care and use committee

Which is needed before we do anything for the pet?

veterinarian-client- patient relationship

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 purpose of the Veterinary Practice Act?

state regulations for all veterinary professionals

The first and most important responsibility in veterinary medicine is:

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

What is the front desk?

desk where the receptionists work

Which is an example of good body language?

Keeping your hands out of your pockets

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

Briefly acknowledge what they said

Where is veterinary medicine in need?

corporations, government agencies, universities, private practice

Front desk staff should never:

diagnose, prescribe medication, treat, provide a medical prognosis

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

veterinary technician, veterinarian

Verbal skills include:

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

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

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

what qualities and skills would you bring to our clinic

What does the FDA regulate?

Pharmaceuticals and supplements that enter into food animals

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

anticipate material prep and work to be done

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

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

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

studbud

NAVTA Study Guide 2: Communication and Client Relations

76 termsStudBud Administration138 plays

Communication/Education/Professional Conduct

Flashcards76 cardsFPractice quizPHost liveL

Questions 76

Answers

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

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