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Vet Practice Mgmt > Exam 2 > Flashcards

Exam 2 Flashcards

1
Q

What are the 6 learned skills for good communication

A

Clarity, courtesy, positive verbal communication, open ended inquiry, reflective listening, and empathy

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2
Q

How do you maintain clarity

A

Avoid medical jargon

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3
Q

How do you provide courtesy to a conversation

A

Attentive to personal interaction, use of client’s name, friendly greeting, respectful of clients time, and do not rush communication

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4
Q

How can the hospital positively handle difficult clients

A

Establish hospital standards for how clients should be handled, role play so you are prepared, if you are expecting the client already have a solution, and know procedure for in person or on the phone

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5
Q

Who is the most important person in practice

A

The client

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6
Q

What is the common cause for complaints

A

Ineffective communication

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7
Q

What should you do instead of saying its policy

A

Explain why things were done like they were

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8
Q

What is the best way to handle the typical agitated client

A

Invite the client into a quiet exam room, be at eye level and maintain eye contact, be a calming presence, and have no distraction

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9
Q

How do you stay detached

A

Remember you are there to help, dont take it personally, be empathetic but dont over sympathize, keep control of your emotions, and have a relaxed body position, voice tone, and facial expression

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10
Q

How do you measure compliance

A

Compliance = recommendation + acceptance + follow through

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11
Q

What are important points when being patient and listen

A

Let them speak their mind, listen to content, emotion, and underlying message, never interrupt, seek out points of agreement, restate the customer’s complaint for accuracy, and ask the client how they would like it handled

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12
Q

What is the best way to end the conversation w/ a aggitated client

A

Thank the client letting them known they were right in coming forth w/ any concerns

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13
Q

What are the 5 common mistakes made w/ clients

A

No or unclear recommendation, unclear standards and protocols, not tracking and measuring quality of care, preemptive judgement on finances, and failure to follow through

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14
Q

What is the most significant expense categories

A

Inventory because it is dead weight that costs you money until it walks out the door this includes vaccines, meds, medical supplies, and pet food

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15
Q

What are the goals for handling inventory

A

Establish an effective inventory system, system is simple for all to use, smallest quantities are kept on hand, minimize expenses by proper management, and a reasonable profit is made on sales

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16
Q

Who is in charge of inventory

A

Technicians are usually involved in inventory management, everyone should know how to use the system, and specific staff be in charge of certain areas

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17
Q

When does inventory counting occur

A

Monthly or quarterly counts to check stock and expiration dates but must count yearly for tax purposes

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18
Q

What are the 3 primary ordering system

A

Most clinics order weekly w/ reorder reports, manual counts, and card system using safety stock

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19
Q

What is safety stock

A

It is the reorder point

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20
Q

What is ideal turnover rate for drugs and standard turnover for inventory items

A

Drugs should be used and replaced every 30 days and most inventory items turnover 6-8 times/year

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21
Q

What are the 3 seasonal products

A

Dermatology, parasite in terms of they are more proper in the warmer months, and vaccines to the point of new animals are popular around spring and christmas

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22
Q

What is product markup

A

100% = doubles the cost, 200% = triples the cost, and 300% = quadruples the cost

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23
Q

What is pharmacology

A

The study of drugs used in the diagnoses, treatment, and prevention of diseases

24
Q

What is FDA

A

Regulates development and approval of animal drugs and feed additives

25
Q

What is EPA

A

Regulates development and approval of animal topical pesticides

26
Q

What is USDA

A

Regulates development and approval of biologics (vaccines)

27
Q

What is the drug approval process

A

FDA does extensive testing for approval, becomes OTC or prescription drug, and for a pet to recieve a prescription drug it needs to be prescribed by a vet

28
Q

What are the categories of drugs

A

Prescription drug, over the counter, and controlled substance

29
Q

What are controlled substance

A

Drugs having the potential for abuse or dependence by people

30
Q

What is a VCPR

A

Examined w/in the year, vet is responsible for the patient, a diagnoses has been made, and veterinarian is available for FU

31
Q

What needs to be on a perscription label

A

Clinic info, prescribing vet, client name, pet name and species, dispensing date, directions for use (how much to give, how to give, duration, and for what treatment), and drug name, concentration, and quantity

32
Q

What are the classifications of controlled substances

A

Schedule 1 (most) to 5 (least)

33
Q

Where are controlled substances stored

A

In a double locked safe

34
Q

How are controlled substances ordered

A

Using DEA form 222

35
Q

What is an ex of schedule 5

A

Codeine

36
Q

What are schedule 4

A

Cannot be dispensed/refilled >6m ex are tramadol, diazepam, and phenobarb

37
Q

What are schedule 3

A

Cannot be dispensed/refilled and possible restriction on amount of times it can be refilled ex is ketamine

38
Q

What are schedule 2 drugs

A

May not be refilled and must be a written script ex morphine and hydro

39
Q

What are schedule 1 drugs

A

Cannot be prescribed by practitioners to use in the hospital or dispensed ex marijana, heroin, and LSD

40
Q

What does AD, AS, and AU mean

A

Right ear, left ear, and both ears

41
Q

What does OD, OS, and OU mean

A

Right eye, left eye, and both eyes

42
Q

What is the importance of medical records

A

In medical care it identifies patient and owner, documents findings, diagnostics, and treatment plans, and aids in communication btw care team, for buisness and legal activities billing, legal evidence for services, and assess team member productivity, and can supports research

43
Q

What are general rules of medical records

A

Not documented did not happen, writing is illegible it was not written down, if part of the record appears tampered or inaccurate the integrity of the entire record is questionable, must be recorded in a contemporaneous manner, is confidential, and records are required for every VCPR

44
Q

What is the most common reason vets are sued

A

Lack of informed constent for preformed tasks

45
Q

What is the defintion of informed consent

A

A person’s agreement based on full disclosure of facts necessary to make an intelligent decision, client must be at least 18 to legally consent, should be recorded in record, and signed estimates are typically used w/ this

46
Q

What are key points to remember about medical records

A

They need to be in chronological order, accurate, and concise, avoid personal/emotional comments, clients have right to see their records upon request in a “timely manner”, and written in black ink or locked electronic entry

47
Q

How long should medical records be stored in a practice

A

5 yrs per MO

48
Q

When are medical records released

A

At the discretion of the client and practice owner unless they are subpoenaed by the court

49
Q

How do you make a correction in medical records

A

Single line through incorrect info, correction made above, below, or in margin, initialed by person making the entry, and dated

50
Q

What are problem oriented vet medical records

A

Medical records are grouped by problem, medical notes are entered using SOAP for each visit, and this system is endorsed by AAHA

51
Q

What does SOAP stand for

A

Subjective (symptoms/complaint), objective (PE and lab results), assessment (diagnosis/differentials), and plan

52
Q

What is source oriented vet medical records

A

Info is grouped by subject such as blood work, PE findings, xrays are all in separate folders

53
Q

What does CPR stand for

A

Cardiopulmonary resuscitation

54
Q

What does OHE and OVH stand for

A

Ovariohysterectomy

55
Q

What does /hpf stand for

A

High power field

56
Q

What does Bx stand for

A

Biopsy

57
Q

What does Tx stand for

A

Treatment

Vet Practice Mgmt (5 decks)

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