Brainscape's Knowledge GenomeTM

Browse over 1 million classes created by top students, professors, publishers, and experts.


See full index

Office Procedures > Office Procedures Block 3 > Flashcards

Office Procedures Block 3 Flashcards

1
Q

Strict guidelines for marketing/advertising as per the ABVMA

A

1) must not play on public fears
2) must not claim product or service superiority
3) must not offer to diagnose, prescribe or offer treatment without exam
4) must not exaggerate or guarantee results
5) information must be true and valid

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
2
Q

Professional marketing may include

A

1) physical appearance of clinic
2) courteous and polite staff
3) sending reminder calls/emails/phone numbers
4) staff dressing and acting in an appropriate matter
5) sending sympathy cards
6) senior month (November)

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
3
Q

Goal of professional marketing

A

1) clients looking for quality and value
2) clients judge the level of communication
3) veterinary services are a “people service” business

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
4
Q

Various ways for veterinary clinics to market themselves

A

1) marketing the practice as a “one stop shop” for pets needs
2) marketing professional services offered
3) marketing grooming (attached to clinic)
4) marketing training and behaviour (puppy class)
5) acknowledging everyone that walks in (smile/nod head)
6) hold pet/occupy children while they shop

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
5
Q

How to market/advertise services; how to keep/gain clients

A

1) telephone
2) Advertising
3) promotions
4) client handouts
5) reminders

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
6
Q

Telephone

A

Every call is an opportunity to keep/gain clients
Price shoppers are very common- always mention exactly what is included in the price / explain why accurate quote can’t be given over phone for certain procedures

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
7
Q

Advertising

A

Have good clinic website
Consider Facebook page
Set up booth at local events or in clinic
Phone book ads, newspaper (older clientele)
Newspaper ads around neighborhood

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
8
Q

Promotions

A

Senior month (November)
Dental month
Puppy classes/socialization/work shops
First aide training

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
9
Q

Client handouts

A

Improves clients retention of information and often results in better health care for the pet

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
10
Q

Reminders

A

Vaccine boosters
Annual exams
Spays/neuters

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
11
Q

Reasons for selecting a particular clinic

A

1) finding/choosing a veterinary clinic is one of the most important things owners can do for their pets health
2) find a vet they can trust/relate to on a long term basis

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
12
Q

Where to look for a vet

A

1) referral from a friend, family member, neighbor
2) internet/yellow pages/ advertisement
3) newspaper/ local fund raising event/ tv and radio
4) your current veterinarian

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
13
Q

If a clients veterinarian has left a multiple veterinarian clinic:

A

1) vet has moved away, left for another practice, bought their own practice
2) other clinics may be concerned about losing their clients ; may advise staff to recommend another veterinarian with similar practice style

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
14
Q

When to look for a veterinarian

A

1) before getting a new pet

2) find a vet before their pet actually needs one

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
15
Q

What to look for when finding a new vet

A

1) office hours
2) professional staff
3) fees and payment options
4) services offered
5) facility
6) location
7) emergency care
8) professional affiliations

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
16
Q

Office hours

A

What days/hours is the clinic open

Is it appointment only or are walk ins available

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
17
Q

Professional staff

A

Are the staff polite/informative over the phone ?
Is everyone friendly / helpful
Do you feel welcome both over the phone/in person

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
18
Q

Fees/payment options

A

Do they offer common forms of payment (credit card, interact, cash
How do the clinic fees compare to other clinics in the same area

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
19
Q

Services offered

A

What medical and surgical services offered?

Any special services?

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
20
Q

Facility

A

Is building clean and presentable?

Any debris or foul smells

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
21
Q

Location

A

Is the clinic in a convenient location

22
Q

Emergency care

A

Does clinic offer emergency care during the day / after hours

23
Q

Professional Affiliations

A

1) are they members of the CVMA (Canadian Veterinary Medical Association)
2) Are they members of the AAHA (American Animal Hospital Association)
3) are they members of the CAVM (Calgary Academy of Veterinarian Medicine)
4) Are they members of the ABVMA (Alberta Veterinary Medical Association)

24
Q

The veterinary facility

A

1) waiting room
2) exam room
3) possible diagnostics
4) surgery

25
Q

Waiting room

A

Acknowledge pet owners upon arrival
Chairs, chime on doors
Entertainment for owners and children

26
Q

Exam room

A

Private area

Presenting complaint/examinations done here

27
Q

Possible diagnostics

A

Radiographs (chest, abdomen, limbs, spine)
Blood/urinalysis
Fecal testing

28
Q

Surgery

A

Routine/routine surgeries are done

29
Q

Merchandising

A

Selling any non professional service (pet foods, supplements, medications, leashes/collars, toys)

30
Q

Belief of merchandising

A

Staff needs to believe in product in order to pass on its merits to the clients
Choose favourite item for each category of product
Staff needs to be UTD on all products

31
Q

Passive marketing

A

All veterinary clinics will have OTC products (flea/tick control, food/shampoos)

32
Q

Goal of passive marketing

A

To educate clients about the products carried in your clinic in a low pressure matter
Make the product sell itself
If the client is not interested, leave it at that
Only mention 1-2 products
Use items on your pets

33
Q

Passive marketing benefits everyone involved

A

Patients recieve benefits of product
Hospital benefits from improving patient welfare, keeping clients happy, generating income
Staff benefits from showing management they are valuable employees

34
Q

Pricing / merchandising

A

Routinely shopped items( dewormes, flea/tick medication, pet supplies require lower cost or else client will shop elsewhere)

35
Q

Pros of merchandising

A

1) brings clients into clinic more regularly
2) allows us to get to know clients (and their pets) more regularly
3) may increase profits
4) products may generate income
5) one stop shopping

36
Q

Cons of merchandising

A

Takes up space in clinic for inventory
This will take time for staff to learn
Takes time to stock/display inventory

37
Q

How does a clinic decide which products to sell

A

Available space

Products should work reliably

38
Q

Signs of success

A

Goals must be set and achievement monitored
Adjust prices based on product turnover/ how much product is selling
Make sure staff is well trained

39
Q

Merchandising tips

A

Carry 1 brand of each product
Have staff try products/trained on products
Easier to discuss products when you have first hand knowledge
Cater to most common species that visit that clinic

40
Q

Should you every reccomend a pet owner to buy a product elsewhere

A

Depends how much/how little the veterinary clinic has to offer

41
Q

Reccomendations to buy products elsewhere usually given when:

A

Better selection at the pet store
Items not stocked at that veterinary clinic
Owner has no interest buying product at that clinic

42
Q

External marketing

A

1) clinical sign
2) business cards
3) educating the community

43
Q

Clinic sign

A

Can you see at night, on busy roads, is it professional?

44
Q

Business Card

A

Will name/logo appeal to client?
Do all staff have cards available
Is it professional

45
Q

Educating the community

A

Does clinic have open house/hospital tours
Does clinic do any fundraising
Info in newsletters to educate the community

46
Q

Words that unsell

A 
Sold 
Failure 
Contract 
Worry 
Death 
Hurt 
Obligation
47
Q

Words that sell

A 
Proud 
Well being 
Comfort 
Understand 
Positive 
Love
48
Q

Record keeping

A

Accurate / complete patient records essential in veterinary medicine
Paper and computer files

49
Q

What needs to be recorded

A

Everything

Exam notes, treatment plan, diagnostic tests, surgical/anesthetic records

50
Q

What to write with when doing paper files

A

Ink, not pencil

51
Q

What if a mistake is made on patient record

A

Draw a line through it, initial, then new entry can be written directly after
Should be initialed and dated after

52
Q

Information to be recorded

A

1) owners information
2) animals information
3) communication with the owner
4) all diagnostic procedures done/reccomendd
5) patient diagnoses/ differential diagnoses (DDX)
6) all surgery notes/recommenations - all surgeries done should have notes d

Office Procedures (3 decks)

Brainscape helps you reach your goals faster, through stronger study habits.
© 2024 Bold Learning Solutions. Terms and Conditions