An IACUC should consist of at least:

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

What does IACUC stand for?

institutional animal care and use committee

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

what qualities and skills would you bring to our clinic

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

the veterinarian is in the hospital with them

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

anticipate material prep and work to be done

Which is an example of good body language?

Keeping your hands out of your pockets

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

does not necessarily mean they do not care

can help detect and prevent disease in an animal

Which of these should you never do in a workplace?

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

Which is needed before we do anything for the pet?

veterinarian-client- patient relationship

The VA ensures the vet and vet tech can:

complete their tasks efficiently

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

veterinarian, veterinary technician

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

Briefly acknowledge what they said

What is the front desk?

desk where the receptionists work

Front desk staff should never:

treat, diagnose, prescribe medication, provide a medical prognosis

What does the FDA regulate?

Pharmaceuticals and supplements that enter into food animals

Verbal skills include:

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

What is the purpose of the Veterinary Practice Act?

state regulations for all veterinary professionals

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NAVTA Study Guide 2: Communication and Client Relations

76 termsStudBud Administration9 plays

Communication/Education/Professional Conduct

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Questions 76

Answers

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

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