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

does not necessarily mean they do not care

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

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

What is the front desk?

desk where the receptionists work

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

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

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

the veterinarian is in the hospital with them

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

Briefly acknowledge what they said

Which of these should you never do in a workplace?

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

Verbal skills include:

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

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

veterinary technician, veterinarian

Front desk staff should never:

diagnose, prescribe medication, provide a medical prognosis, treat

An IACUC should consist of at least:

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

The first and most important responsibility in veterinary medicine is:

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

What does IACUC stand for?

institutional animal care and use committee

Which is an example of good body language?

Keeping your hands out of your pockets

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

studbud

NAVTA Study Guide 2: Communication and Client Relations

77 termsStudBud Administration503 plays

Communication/Education/Professional Conduct

Flashcards77 cardsFPractice quizPHost liveL

Questions 77

Answers

1
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
2
Liability means:
legally responsible
a failure to perform what is necessary
lying
legally not responsible
3
These are rules and principals that govern proper conduct:
VA instructor rules
Dos and Don'ts
Ethics
Rules
4
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 a consent form
all clients sign an estimate form
all conversations, phone calls, tx, etc. are documented
5
The art and science of providing medical support to veterinarians and patient is called:
veterinary technology
veterinary assisting
veterinary technicianry
veterinary medicine
6
Person that is responsible for direct oversight of the receptionist is the:
medical director
practice manager
hospital administrator
office manager
7
Which legal document would specify rules and regs for vets and techs?
AVMA
statutory law
government law
veterinary practice act
8
Protection of animals from inhumane treatment and neglect is known as:
animal welfare
biomedical warfare
veterinary welfare
animal rights
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
What is the first stage of grief?
anger
acceptance
denial
bargaining
11
Exhaustion from long term stress can lead to an uncaring attitude towards patient care
none of these
burnin
Caregiver eustress
burnout
12
Individuals that maintain proper hygiene of animals are called:
groomers
externs
kennel assistants
shelter volunteers
13
Some vets work in medical schools where they are involved in study of dz. This is known as:
intraspecies medicine
lab animal medicine
comparative medicine
interspecies medicine
14
A graduate of a 4 year AVMA vet technology program that graduates with a bachelors degree is a:
veterinary technician
veterinary technologist
veterinary assistant
veterinarian
15
POMR stands for Problem-Oriented Medical Record
False
True
16
A vet that has not examined your pet in person is _______
allowed to diagnose, but not treat the patient
not allowed to diagnose the pet's condition or prescribe tx
allowed to diagnose and treat the patient
able to prognose the final outcome of treatment
17
What does the DEA regulate?
controlled pharmaceuticals
animal welfare
pharmaceuticals and supplements that enter into food animals
national veterinary compliance
18
If a veterinary staff member is under direct supervision, that means:
the veterinarian is in the hospital with them
the veterinarian is in the same room as them
the veterinarian is watching over their shoulder
the veterinarian is available by phone
19
The clinic you work in has one vet on staff,Rebecca Clause. How should you address her?
Rebecca
Clause
Dr Clause
Dr Becca
20
In some states, it is not only an ethical obligation, but a legal obligation to report:
animals that are verbally chastised by their owners
the humane treatment of animals
animal abuse
owners forgetting to come in for an appointment
21
A veterinarian is a person that has earned which degree?
MBA
PhD
DVM or VMD
DDS
22
Attitude and behavior are important to be successful. Your attitude can have an affect on:
yourself
co-workers
client and patients
all of these
23
When choosing appearance which must be considered?
potential for disease transmission
ability to move effectively
patient and personal safety
all of these
24
Veterinary technicians are a lot like:
office managers
veterinary assistants
none of these
veterinary nurses
25
The business manager does NOT do this:
order equipement
perform surgery
pay bills
schedule employees
26
After a client stops speaking it's important that you:
Briefly acknowledge what they said
Repeat, word for word, everything they just said
Leave the room without saying anything
Ignore anything they said that sounds sad or angry
27
Which of these should you never do in a workplace?
Publically berate your coworkers
Spread rumors
Publically (especially online) berate your employer
Gossip
28
Science of protecting community health by preventing dz, through education, and controlling dz
zoonotic health
community health
public health
veterinary health
29
Verbal skills include:
using proper tone
acknowledging what the client said
avoiding words such as "um" and "like"
using terms that are easy to understand
30
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
31
Which career(s) require a state and national board exam as part of their certification?
office manager
veterinary technician
veterinarian
veterinary assistant
32
Front desk staff should never:
diagnose
prescribe medication
provide a medical prognosis
treat
33
An IACUC should consist of at least:
one vet, one scientist, one human dr, and a lawyer
one vet, one human dr, one non-scientist, and a non employee
one vet, one scientist, on non scientist, one human dr
one vet, one scientist, one non scientist, one non employee
34
Team members that are tasked with feeding, walking, and cleaning boarding facilities are:
residents
janitors
maintenance personnel
kennel assistants
35
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
36
It is important to maintain the medical record by:
making prompt entries in ink
not entering your tasks
making incomplete entries
making prompt entries in pencil
37
Having the ability to understand another person's feelings is called:
patience
tact
kindness
empathy
38
Veterinary nurses are not allowed to:
administer treatment under the supervision of a Dr
educate clients
diagnose
act as an anesthetist
39
This person usually has a grad degree in business & is responsible for leading vets and staff
receptionist
hospital administrator
veterinary nurse
office manager
40
The first and most important responsibility in veterinary medicine is:
giving copies of medical records to clients
practicing below the standards of care
avoiding slander
putting the needs of the pt 1st to relieve suffering & pain
41
What does IACUC stand for?
institutional animal compliance and use committee
institutional animal care and use committee
institutional animal care and use compliance
institutional animal care and utility committee
42
The ___ tx of animals is to tx them in a way that causes the least amount of harm
human
humane
inhumane
abusive
43
A graduate of a 2-3 year AVMA accredited program in veterinary technology is a:
veterinarian
veterinary technician
veterinary technologist
veterinary assistant
44
One of the most important aspects of professional conduct is punctuality, or:
Punctuation
Courtesy
Compassion
Timeliness
45
The AWA, from which the IACUC derives legal authority, is the:
animal welfare act
american welfare association
animal wrights act
american welfare act
46
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
47
Which is an example of bad body language?
Nodding
Looking at the person speaking
Smiling when appropriate
Looking at your watch
48
Doing and saying the right thing at the right time is known as:
empathy
kindness
tact
courtesy
49
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
50
Veterinarians that are studying advanced clinical or surgical medicine in a hospital are:
externs and residents
interns and residents
kennel assistants
volunteers
51
This is a team member that helps to assist vets and vet techs with their roles in the clinic.
receptionist
veterinary nurse
hospital manager
veterinary assistant
52
What does the FDA regulate?
animal welfare
Pharmaceuticals and supplements that enter into food animals
veterinary practices for the nation
controlled drugs
53
Which is needed before we do anything for the pet?
technician-veterinarian-client relationship
veterinarian-client- patient relationship
technician-veterinarian-assistant relationship
veterinarian-patient-technician relationship
54
The VA ensures the vet and vet tech can:
clean a cage
clean the floor
prescribe medications
complete their tasks efficiently
55
This is a method of nonverbal communication using physical behavior.
auditory communication
visual communication
body language
written communication
56
Vet that provides guidance & leadership to medical staff to ensure the highest quality of care
hospital administrator
medical director
hospital manager
office manager
57
A kennel worker just let a dog get loose, and it was HBC. Who's legally liable for that action?
kennel worker
driver of the car
the hospital owner
veterinarian
58
Purposeful harm to an animal, or the failure to take care of an animal properly
animal abuse
animal rights
animal welfare
humane animal treatment
59
The front desk is really important because:
are the first thing customers see
they are well versed in proper communication with clientele
are experts in proper customer service
they are the last place that customers interact
60
Groomers
are good at diagnosing lumps by looking at them
are trained to treat animals
only make animals look pretty
can help detect and prevent disease in an animal
61
Which should do this with regards to the human-animal bond?
respect, tolerate and undermine
understand, respect and encourage
encourage, critique and judge
understand, reconstruct and interfere
62
What is the last stage of grief?
anger
bargaining
denial
acceptance
63
An oncologist is a doctor that specializes in:
neurological issues
arthritis
heart problems
cancer
64
When hiring a person, which of these questions would be appropriate to ask?
what is your religion
do you have children
all of these answers are correct
what qualities and skills would you bring to our clinic
65
Which is the customer in the veterinary hospital?
the veterinary team
the patient
the client
all of these
66
Which is the basic expectations of all employees?
follow directions
adhere to policies and procedures
all of these
ability to work with others
67
A diplomate is a:
professor
researcher
board-certified specialist
general practicioner
68
What is a carcinogen?
An asthma causing agent
A zoological agent
A cancer causing agent
A dermatitis causing agent
69
What is the purpose of the Veterinary Practice Act?
enforce veterinary rules for staff
state regulations for all veterinary professionals
enforce veterinary rules for pet owners
regulate pharmaceuticals
70
A medical practitioner trained and licensed to diagnose and treat animals is known as a:
veterinarian
physician
nurse
veterinary technician
71
Where is veterinary medicine in need?
universities
private practice
corporations
government agencies
72
Professionalism does NOT include:
loss of temper
professional grooming
professional appearance
professional language
73
Who sets the standards for veterinary medical ethics?
AVMA
AAHA
PETA
ASPCA
74
A vet with a DVM/MPH degree is:
a specialist in cardiology
a diplomat of a college
able to treat animals and people
likely going to work in a public health related field
75
It is important to understand each position in the hospital to:
diagnose disease
step in and perform surgery
anticipate material prep and work to be done
place a catheter if the tech is busy
76
Stage of grief where a person wants to help in a situation for giving something in return
anger
acceptance
depression
bargaining
77
A valid VCPR cannot occur without the vet ____ examining the animal.
physically
virtually
telephonically
telepathically

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