General Questions Flashcards
Which general skill sets do managers need to possess to effectively handle the dilemmas that occur in a vet practice and accomplish business directives? There are three.

Human
Technical
Conceptual
What does the mental parody act of 1996 ensure?
That health insurance coverage provides equal benefits between medical and mental health benefits 
What is the optimal duration of a client appointment?
There is no written rule on how long an appointment should last
In regards to identifying your practices “trade area”, there are two common calculations: Radius Rings, and Drive Times. Which calculation is considered the best?
Drive Time
4 Components that Support Success in an exam room:
- Core Communication Skills
- Communication Framework
- Hospital protocols/SOC
- Methods to build communication through soft skills
Core Communication Skills (4)
- Nonverbal
- Open-Ended Inquiry
- Reflective Listening
- Empathy Statements
How many additional clients per year do you need to consider another DVM?
800-1200
Four Types of Employee Files - what are they, do they need to be kept separate, and for how long?
- Personnel Files (application, interview, resume, performance, etc)
- Medical Files (Health Insurance, workers comp, medical leave)
- I-9’s (3 years or 1 year after term). KEPT SEPARATE
4.Payroll, Benefits, kept separate (3 years)
How many zoonotic diseases are there? Cross species?
1400 zoonotic disease and 60% are cross species
A place where an infectious organism survives and replicates
Reservoir
The living organism that provides the environment for the maintenance of the organism but may not be necessary for organisms survival
Host
A living organizing that transports infectious agents
Vector
A mode of transmission of infection from reservoir to host (food, water, etc.)
Vehicle
Business Cycle (or Economic Cycle) has four stages:
- Expansion
- Prosperity
- Contraction
- Recession
Information to bring to a budget meeting: (6 things):
- Last 3 years P&L Statements
- All lease and loan documents
- Fee schedule
- List of Operational Changes and their effect
- List of major capital expenses expected in next few years
- Employee Roster and recent W-2s.
6 Steps of Budgeting
- Determine the desire financial results
- Analysis of financial statements
- Normalizing the revenue and expenses
- Budgeting revenue
- Budgeting expenses
- Combining budget revenue/expenses and making adjustments
When budgeting, the goal for start up practices is what percentile of industry benchmarks?
25%
How many years do you want to look back on when budgeting?
Past 3 years
Expense Budgeting is broken down into 4 distinct categories:
- Personnel Wages
- Occupancy/Facility Expense
- Variable Expense/COGS
- Fixed/ Administrative Expenses
For a new software - how much training is suggested:
No less than 1/2 day onsite
Going paperless - 3 steps
- Purchase and implement new hardware throughout the practice
- Implement new software over 6-12 months
- Begin final phase of going paperless
Business Lifecycle Phases -
Introductory
Growth
Maturity
Decline
Phases of Strategic Planning & Describe:
- Formulation - MVV, SWOT, Gap Analysis
- Development: Use the above to create a plan to achieve desired goals. A strategic intent and fit is created
- Implementation: The strategic intent Is translated into specific plans of action
- Evaluation - what were the objectives in the development phase? Consider Balance Scorecard.
When it comes to medical errors and the silencing of those errors, the AVMA and PLIT developed a model to facilitate discussions of full disclosure. The model is designed around the acronym TEAM. What does TEAM stand for?
Truth – Teamwork – Transparency
· Empathy
· Apology – Accountability
· Management
What are the four steps to organizational development:
- Define the problem
- Design a solution.
- Implement the solution
- Follow up through with evaluation of the solution
Learning Organization
Characterized by the ability to adapt and change and response quickly to environmental and consumer changes
When everyone within the practice generates ideas together and creates solutions that are beneficial for all parties
Learning organization - systems thinking
Organizational Development versus Design
Development looks at the process of enhancing the effectiveness within the practice.
Design is defining roles and empowering team members to responsibility. Leadership fatigue can happen when we do not have design.
Organizational Design
Methodology that identifies aspects of workflow, procedures roles and systems and aligns them to fit current business goals. When you don’t have this it can be fatigue.
