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

Briefly acknowledge what they said

A vet with a DVM/MPH degree is:

likely going to work in a public health related field

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

veterinary technician, veterinarian

What is the front desk?

desk where the receptionists work

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

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

An IACUC should consist of at least:

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

Where is veterinary medicine in need?

private practice, government agencies, universities, corporations

The first and most important responsibility in veterinary medicine is:

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

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

the veterinarian is in the hospital with them

The front desk is really important because:

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

Front desk staff should never:

diagnose, prescribe medication, treat, provide a medical prognosis

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

anticipate material prep and work to be done

The VA ensures the vet and vet tech can:

complete their tasks efficiently

What does IACUC stand for?

institutional animal care and use committee

Verbal skills include:

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

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 is the purpose of the Veterinary Practice Act?

state regulations for all veterinary professionals

studbud

NAVTA Study Guide 2: Communication and Client Relations

76 termsStudBud Administration70 plays

Communication/Education/Professional Conduct

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Questions 76

Answers

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

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