appointment management

Question 1

Which of the following is most likely to help a practice control client traffic flow, reduce staff tension, and maximize productivity?

Answer 1

appointment management system

Question 2

Once client appointments have been set for the day, open appointment times can be used for which of the following?

Answer 2

walk-in clients

Question 3

In which of the following ways can appointment software that is accessible via an in-house network help a veterinary team increase its efficiency?

Answer 3

allows multiple users to schedule client visits

Question 4

A client calls to schedule a wellness evaluation for a 5-year-old Yorkshire terrier dog. The receptionist logs in the appointment and sees in the appointment scheduling software that the dog is overdue for vaccinations and the client owes the practice $30 from a previous appointment. By mentioning these things prior to the client arriving for the requested appointment, the receptionist is most likely to be viewed as which of the following?

Answer 4

proactive

Question 5

A client calls to schedule a wellness evaluation for a 5-year-old Yorkshire terrier dog. The receptionist logs in the appointment in the appointment book. When the client arrives, the client learns that the dog is overdue for vaccinations and that $30 is owed from a previous appointment. The client is annoyed not to have been told of this when the appointment was booked. Which of the following best describes how the client most probably views the practice’s customer service?

Answer 5

reactive

Question 6

When a practice manager is setting up a template in a new appointment management system, which of the following variables is the most appropriate and should be put in place first?

Answer 6

hours the practice is open

Question 7

A practice manager is setting up a template in a new appointment management system. After placing the hours of operation into the schedule, which of the following variables is the most appropriate to schedule next?

Answer 7

times the office is closed

Question 8

A practice manager is setting up a template in a new appointment management system. After placing the hours of operation into the schedule and the hours the clinic is closed, which of the following variables is the most appropriate variable to schedule next?

Answer 8

holidays when the office is closed

Question 9

Which of the following best describes one of the key reasons for staggering client appointments in a multi-veterinarian clinical practice?

Answer 9

to alleviate crowding at front desk

Question 10

Which of the following are typically the busiest days at a veterinary practice?

Answer 10

first business day after a holiday

Question 11

A veterinarian is looking at the daily schedule and determines all the appointments for the day involve routine care. At 9:30 a.m., however, Ralphie Jones a 3-year-old male mixed-breed dog is brought to the clinic by his owner after being struck by a motor vehicle. Ralphie is bleeding from the nose and a wound on the head, he is breathing but is not alert, and appears to have two fractured forelimbs. The veterinarian decides to begin emergency surgery to repair the fractured limbs. The receptionist begins to call the remaining appointments scheduled for the day. After explaining that the doctor is in an emergency surgery which may take several hours, which of the following is the most appropriate next step?

Answer 11

ask all of the clients to reschedule for another day

Question 12

Time in an appointment management system should be allotted to accommodate walk-in clients. Which of the following best describes how walk-in appointment times should be set aside in an appointment system?

Answer 12

1 to 2 per hour for each veterinarian

Question 13

Clients dropping off animals for treatment should give the technicians the animals’ complete medical history. Which of the following should be given to the clients?

Answer 13

nothing needs to be given to the clients

Question 14

A client who usually is never late for appointments at the veterinary clinic has not shown up for a scheduled appointment this morning, nor did the client call the practice. Which of the following is the most appropriate course of action?

Answer 14

call the client to reschedule the appointment

Question 15

A client has failed to show up for six of the past eight scheduled appointments. Which of the following is the most appropriate course of action to take the next time the client calls for an appointment?

Answer 15

advise the client that the next appointment will be as a walk-in

Question 16

A client arrives at the clinic with a cat 2 days earlier than the scheduled appointed time for a routine wellness examination. The client claims this is the correct scheduled appointment, but the practice’s appointment management software states otherwise. Which of the following is the most appropriate initial step that the receptionist should take?

Answer 16

check the clients appointment card to ensure that the staff member did not write the wrong date

Question 17

A client arrives at the clinic with a cat for a routine wellness examination 2 days earlier than the scheduled appointed time. She claims this is the correct appointment time, but the practice’s appointment management software states otherwise. The receptionist checks the client’s appointment card, and it does state today’s date. Which of the following is the most appropriate next step that the receptionist should take?

Answer 17

make every attempt to get the client in to see the veterinarian

Question 18

A team member is scheduling an appointment for a client. The team member, using the practice’s appointment management software, types into the appointment slot the client’s name and phone number as well as the patient’s name. Which of the following additional information is most appropriate to include?

Answer 18

reason for visit

Question 19

A team member is scheduling an appointment for a client by writing in the day and time in the practice’s appointment book. The team member writes into the appointment slot the client’s name and phone number, the patient’s name, and the reason for the visit. Which of the following additional information is most appropriate to include?

Answer 19

species, age, and breed of the animal

Question 20

A client with several cats has been a loyal client of the practice for many years. During the appointments, the client enjoys spending a little extra time with the veterinarian, inquiring about any new updates on cat care the veterinarian may have read. Which of the following is the most appropriate course of action when scheduling appointments for this special client?

Answer 20

write a note in the clients account starting the need to schedule additional time for discussion time and inform all new employees of this fact