General Questions

Question 1

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.


Answer 1

Human
Technical
Conceptual

Question 2

What does the mental parody act of 1996 ensure?

Answer 2

That health insurance coverage provides equal benefits between medical and mental health benefits 

Question 3

What is the optimal duration of a client appointment?

Answer 3

There is no written rule on how long an appointment should last

Question 4

In regards to identifying your practices “trade area”, there are two common calculations: Radius Rings, and Drive Times. Which calculation is considered the best?

Answer 4

Drive Time

Question 5

4 Components that Support Success in an exam room:

Answer 5

1. Core Communication Skills
2. Communication Framework
3. Hospital protocols/SOC
4. Methods to build communication through soft skills

Question 6

Core Communication Skills (4)

Answer 6

1. Nonverbal
2. Open-Ended Inquiry
3. Reflective Listening
4. Empathy Statements

Question 7

How many additional clients per year do you need to consider another DVM?

Answer 7

800-1200

Question 8

Four Types of Employee Files - what are they, do they need to be kept separate, and for how long?

Answer 8

1. Personnel Files (application, interview, resume, performance, etc)
2. Medical Files (Health Insurance, workers comp, medical leave)
3. I-9’s (3 years or 1 year after term). KEPT SEPARATE

4.Payroll, Benefits, kept separate (3 years)

Question 9

How many zoonotic diseases are there? Cross species?

Answer 9

1400 zoonotic disease and 60% are cross species

Question 10

A place where an infectious organism survives and replicates

Answer 10

Reservoir

Question 11

The living organism that provides the environment for the maintenance of the organism but may not be necessary for organisms survival

Answer 11

Host

Question 12

A living organizing that transports infectious agents

Answer 12

Vector

Question 13

A mode of transmission of infection from reservoir to host (food, water, etc.)

Answer 13

Vehicle

Question 14

Business Cycle (or Economic Cycle) has four stages:

Answer 14

1. Expansion
2. Prosperity
3. Contraction
4. Recession

Question 15

Information to bring to a budget meeting: (6 things):

Answer 15

1. Last 3 years P&L Statements
2. All lease and loan documents
3. Fee schedule
4. List of Operational Changes and their effect
5. List of major capital expenses expected in next few years
6. Employee Roster and recent W-2s.

Question 16

6 Steps of Budgeting

Answer 16

1. Determine the desire financial results
2. Analysis of financial statements
3. Normalizing the revenue and expenses
4. Budgeting revenue
5. Budgeting expenses
6. Combining budget revenue/expenses and making adjustments

Question 17

When budgeting, the goal for start up practices is what percentile of industry benchmarks?

Answer 17

25%

Question 18

How many years do you want to look back on when budgeting?

Answer 18

Past 3 years

Question 19

Expense Budgeting is broken down into 4 distinct categories:

Answer 19

1. Personnel Wages
2. Occupancy/Facility Expense
3. Variable Expense/COGS
4. Fixed/ Administrative Expenses

Question 20

For a new software - how much training is suggested:

Answer 20

No less than 1/2 day onsite

Question 21

Going paperless - 3 steps

Answer 21

1. Purchase and implement new hardware throughout the practice
2. Implement new software over 6-12 months
3. Begin final phase of going paperless

Question 22

Business Lifecycle Phases -

Answer 22

Introductory
Growth
Maturity
Decline

Question 23

Phases of Strategic Planning & Describe:

Answer 23

1. Formulation - MVV, SWOT, Gap Analysis
2. Development: Use the above to create a plan to achieve desired goals. A strategic intent and fit is created
3. Implementation: The strategic intent Is translated into specific plans of action
4. Evaluation - what were the objectives in the development phase? Consider Balance Scorecard.

Question 24

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?

Answer 24

Truth – Teamwork – Transparency

· Empathy

· Apology – Accountability

· Management

Question 25

What are the four steps to organizational development:

Answer 25

1. Define the problem
2. Design a solution.
3. Implement the solution
4. Follow up through with evaluation of the solution

Question 26

Learning Organization

Answer 26

Characterized by the ability to adapt and change and response quickly to environmental and consumer changes

Question 27

When everyone within the practice generates ideas together and creates solutions that are beneficial for all parties

Answer 27

Learning organization - systems thinking

Question 28

Organizational Development versus Design

Answer 28

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.

Question 29

Organizational Design

Answer 29

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.