exam 3

Question 1

A cat is scheduled for surgery. How many days before the scheduled procedure is it most appropriate to call to remind the client of the appointment and any presurgical protocols to follow?

Answer 1

1 day

Question 2

what is best defined as the number or percentage of clients that accept recommendations made by the veterinary healthcare team?

Answer 2

client compliance

Question 3

A good letter from a veterinary practice is most likely to have what characteristics

Answer 3

Short, stating the facts in an unembellished fashion

Question 4

A practice owner wants an effective means of training all employees to give the same answers to frequently asked client questions. What is the most appropriate method to employ?

Answer 4

Develop a client service manual and give it to all employees

Question 5

Of the complaints that veterinary clients file with state veterinary boards, what is the most common topic?

Answer 5

inaccurate estimates

Question 6

what best describes why clients need to sign estimates?

Answer 6

To denote that they agree to the procedures and to confirm that they are financially responsible for the charges

Question 7

Effective client education is most likely to engender what

Answer 7

client compliance

Question 8

what is the most appropriate way for a practice owner to gauge how satisfied clients are with the services being offered by the practice?

Answer 8

administer a client survey

Question 9

A client quietly brings to the practice manager’s attention an incident that occurred with a veterinary assistant. What is the most appropriate initial
response to give the client?

Answer 9

Repeat back to the client the information as it was stated to make it clear that it was understood

Question 10

Of the three components of message delivery, which plays a key role in client
education, trust, and compliance?

Answer 10

nonverbal

Question 11

A practice owner wants to build a thriving practice. what should be a top training priority for staff development?

Answer 11

team member confidence

Question 12

Customer satisfaction is most likely to lead to what

Answer 12

Improved client retention

Question 13

the veterinary team

Answer 13

Provides education
Resources
Expertise
Importance of preventative care
Appropriate treatments
Difficult decisions

Question 14

3 concepts of the veterinary team

Answer 14

communication
service
grief

Question 15

3 parts of a message

Answer 15

Verbal (word choice)
Paraverbal (enunciation of words)
Nonverbal (body language)

Question 16

how team members improve verbal message

Answer 16

Realize topics may be new to pet owner
Must not get frustrated
Client service manual may help new team

Question 17

preverbal skills

Answer 17

Lower, deeper tones
Enhances team member’s value

Question 18

folded arms

Answer 18

Generally indicates they are defensive and unwilling to accept recommendations or advice
May feel uncomfortable asking questions
Hand the client something to hold
Make sure all of client’s concerns have been addressed

Question 19

body posture

Answer 19

Sends a message to the client
Lacks confidence and skill
Does not enjoy job
May not accept recommendations
boosts confidence, excitement, and skill

Question 20

lack of eye contact

Answer 20

diminished skill, knowledge, and confidence

Question 21

smiling reveals

Answer 21

Happiness, anger, surprise, sadness, disgust, and fear

Question 22

eyebrows

Answer 22

understanding, empathetic, or tense

Question 23

default

Answer 23

nonverbal

Question 24

confident team members

Answer 24

Clients feel they can trust the information
Develop a relationship
Higher compliance and retention rate

Question 25

email etiquette

Answer 25

Kept short, friendly, and professional; Address client by name, answer the questions, and sign in a professional manner

Question 26

increasing compliance

Answer 26

Verbal and written communication
Client education materials
Report cards and patients compliance check sheets are tools which can be used
Following up on the case and sending regular reminders

Question 27

types of treatment plans

Answer 27

Preprinted for simple outpatient procedures
Detailed customized for patients being admitted
Two separate plans-diagnostic and treatment
Veterinarians should be left out of financial discussions

Question 28

discussing treatment options

Answer 28

teach don’t “sell”
Discuss options with confidence
Use models and brochures
Stand beside the client not across the exam table

Question 29

different teaching methods

Answer 29

Visual aids
Verbal communication
Positive enthusiastic experience
Simple and understandable
Customized brochures
Skeletal models and radiographs

Question 30

what clients really want appreciation for

Answer 30

Selecting the practice
Recommending new clients
Care they are providing their pet

Question 31

importance of listening to clients

Answer 31

listen, remain nonjudgmental, avoid making assumptions

Question 32

client surveys

Answer 32

Can be mailed
Provided upon checkout
Emailed

Question 33

handling client complaints

Answer 33

Do not become defensive
Take the client immediately into an exam room
Listen to what the client has to say
Maintain eye contact
Repeat what was said ensuring no miscommunication
Offer solutions

Question 34

To effectively assist grieving clients, the veterinary technician is most effective
when

Answer 34

educates and reassures the clients that their feelings are normal

Question 35

Dr. Kübler-Ross describes the grief process as consisting of which five stages?

Answer 35

Denial, bargaining, anger, depression, and resolution

Question 36

When working through the grief process,
a. the five stages outlined always proceed in the same order.
b. each stage takes an equal amount of time.
c. each stage is experienced only once.

Answer 36

clients will often begin to process the seriousness of the situation only
after arriving home, and may call the clinic with important questions

Question 37

occurs when the patient or client suffers during the dying process, due to unexpected occurrences

Answer 37

Dysthanasia

Question 38

When confronted with a client in the anger stage of the grief process, it is
important for the veterinary professional to

Answer 38

a. take a mental step back and a deep breath.
b. take a nondefensive attitude.
c. allow the client time to voice his or her anger by just listening.

Question 39

When dealing with a client who is grieving over the loss of a pet, it is important for veterinary technicians to

Answer 39

separate their feelings from those of the clients

Question 40

While discussing euthanasia with a client, the veterinary professional

Answer 40

should avoid using the phrases put to sleep or put away

Question 41

During the process of euthanasia, often reflex actions occur. The client should be
warned beforehand that all of the following are reflex actions, not signs of pain or distress, and might happen except

Answer 41

closing of the eyes

Question 42

Why are veterinary professionals often an important support when a client’s pet
dies?

Answer 42

a. Because they understand the unique role the pet has played in the clients’ life
b. Because the client does not feel embarrassed by their grief over an animal
c. Because they understand the stages of the grief process

Question 43

There are many factors that can complicate the grief process, so it is important for a veterinary technician to be on the lookout for each. What is not a factor that might complicate the grief process?

Answer 43

A veterinary team that supports the client and pet

Question 44

most common drug used to euthanize companion animals

Answer 44

Sodium pentobarbital

Question 45

A 16-year-old female basset hound with a 5-year history of osteoarthritis, severe hip dysplasia, and glaucoma is brought for evaluation. On physical examination, the dog is very thin. Palpation of the joints and hip muscles elicits severe pain. The veterinarian notes that nothing more can be done for the dog. The client signs the order for euthanasia. What is the most

Answer 45

Bring the dog and client to a quiet room and give them some time alone

Question 46

A 16-year-old female basset hound with a 5-year history of osteoarthritis,
severe hip dysplasia, and glaucoma is brought for evaluation. On physical
examination, the dog is very thin. Palpation of the joints and hip muscles elicits severe pain. The veterinarian notes that nothing more can be done for the dog. The client signs the order for euthanasia. The dog and client are brought to a quiet room and given some time alone. What is the most appropriate next step for the veterinary team to take?

Answer 46

Explain the euthanasia process to the client

Question 47

A 16-year-old female basset hound with a 5-year history of osteoarthritis,
severe hip dysplasia, and glaucoma is brought for evaluation. On physical
examination, the dog is very thin. Palpation of the joints and hip muscles elicits severe pain. The veterinarian notes that nothing more can be done for the dog. The client signs the order for euthanasia. The dog and client are brought to a quiet room and given some time alone. The veterinarian comes into the room and fully explains the euthanasia process to the client. What is
the most appropriate next step for the veterinary team to take?

Answer 47

Discuss the options for dealing with the dog’s remains

Question 48

A 16-year-old female basset hound with a 5-year history of osteoarthritis,
severe hip dysplasia, and glaucoma is brought for evaluation. On physical
examination, the dog is very thin. Palpation of the joints and hip muscles elicits severe pain. The veterinarian notes that nothing more can be done for the dog. The client signs the order for euthanasia. The dog and client are brought to a quiet room and given some time alone. The veterinarian comes into the room and fully explains the euthanasia process to the client, as well as options for dealing with the dog’s remains. What is the most appropriate next step for the veterinary team to take?

Answer 48

Ask the client to pay for the procedure

Question 49

A 16-year-old female basset hound with a 5-year history of osteoarthritis,
severe hip dysplasia, and glaucoma is brought for evaluation. On physical
examination, the dog is very thin. Palpation of the joints and hip muscles elicits severe pain. The veterinarian notes that nothing more can be done for the dog. The client signs the order for euthanasia. The dog and client are brought to a quiet room and given some time alone. The veterinarian comes into the room and fully explains the euthanasia process to the client, as well as options for dealing with the dog’s remains. The client pays for the procedure. What is the most appropriate next step for the veterinary team to take?

Answer 49

Check that the name on the dog’s file matches that of the name on the

Question 50

Q
A 17-year-old female domestic shorthaired cat is hospitalized because of feline leukemia. The client has stated that if treatment does not work, the cat should
be euthanized. The client travels extensively for work and often cannot be
reached by telephone. What is the most appropriate course of action for the veterinary team to take while the client is still in the office

Answer 50

Have the client sign the euthanasia release form

Question 51

Euthanized animals are given an overdose of barbiturate. What best describes the physiologic effect of the drug on the body?

Answer 51

Heart stops beating and respirations cease

Question 52

A 34-year-old obese male cockatoo is diagnosed with late-stage fatty liver
disease. The bird dies while in the veterinary hospital. The client is called and told of the bird’s death. The client comes into the clinic very annoyed, saying the staff did not do enough to save the bird. Which stage of grief is this client exhibiting?

Answer 52

anger

Question 53

A 34-year-old obese male cockatoo is diagnosed with late-stage fatty liver
disease. The bird dies while in the veterinary hospital. The client is called and told of the bird’s death. The client is out of town and returns to pick up the bird’s remains the next day. The client is obviously lethargic and says that life will not be worth living without such a beloved pet. In which of the following stages of grief is this client?

A
Acceptance

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22
Q

Answer 53

acceptance

Question 54

A 34-year-old obese male cockatoo is diagnosed with late-stage fatty liver
disease. The bird dies while in the veterinary hospital. The client is called and told of the bird’s death. The client returns to the clinic and is told that many
years of overfeeding led to this fatal disease. The client denies overfeeding,
stating that the cockatoo was just a little bigger than other birds. In which of the
following stages of grief is this client?

Answer 54

denial