Ch 11 Review Questions Flashcards
Why are verbal and written skills imperative in veterinary medicine?
Verbal skills are imperative for client and coworker communication. Written skills are essential for updating patient charts and preparing medication labels.
What is client compliance?
Client compliance is when the client follows the recommendations of the veterinarian.
How can client compliance be achieved?
By educating clients about what their pet is dealing with.
What are the benefits of a reminder system?
Helps clients remember appointments and assists veterinary staff in knowing the daily schedule.
Create a client education that improves client understanding.
Provide a PIMS handout covering discharge instructions for clients with pets post-surgery.
What would be an appropriate body stance when addressing clients?
Good posture but relaxed with arms by sides or clasped in front.
Why is body posture important?
It sends positive or negative messages and reflects personnel’s job enjoyment, confidence, and motivation.
How should an angry client be handled?
Listen, recap the conversation, identify needs, provide solutions, and remain calm.
How can common barriers be overcome?
By understanding the barrier and finding solutions, such as using a bilingual coworker.
Why are estimates important?
They inform clients of potential bills, preventing surprises from large expenses.
How can an individual’s verbal image be improved?
By recording conversations and practicing with coworkers.
The portion of a message that involves facial expressions is:
c. Nonverbal
If a client receives a confusing message, which portion of the message can they rely on for a better understanding?
c. Nonverbal
The percentage of clients who accept a recommendation is known as:
a. Compliance
Client education should be available in which of the following forms?
e. All of the above
Which team member should present treatment plans to the clients?
d. B and C
