Practice Management Flashcards
All information that was taught to me while attending Vanier College's "Animal Health Technology" Program, located in St-Laurent Montreal.
What are the objectives of a vet clinic
Quality of medical care, client education, good working conditions, efficient operating procedures and financial growth
How much did client spend on food
$20 billion
What does a mobile clinic have to be affiliated with
A vet clinic
Describe a vet office
Consultations and hospitalization for diagnostic purpose
Describe a vet clinic
Offers hospitalization and treatments
Describe a vet hospital
Number of vets, opening hours an emergency service
What is the OMVQ regulate
Radiology, treatment, Anastasia, surgery, isolation, necropsy, library, consults, equipment, pharmacy, lab, safety
What are the changes and establishment do too
Client demands and competition
What are the seven broad sectors of the veterinary management
Strategic planning, human resources, finance, general management, health and safety, IT, marketing
Why are tasks delegated to a practice manager
They do the work so that the vet can focus on clinical duties
Describe the role of a strategic planner
Plans for growth and checks output frequently
Describe the role of the general manager
Scheduling, purchasing, building maintenance
Describe the role of human resources
Staff meetings, discipline employees, payscales, payroll
Describe the role of the finance worker
Bank account , accounting, record production, payables and receivables, taxes, year end
Describe the role of a health worker
Safety manuals, CSS T, first aid provisions
Describe the role of IT
Computer maintenance
Describe the role of marketing
Promotions, client surveys, open house
What are the three ways you can define a successful practice
By the owners perception, client perspective, employees perspective
Describe the owners perspective of a successful practice
Client trust, efficient management, satisfied customers
Describe the employees perspective of a successful practice
Good salary, work conditions, growth in job, client trust
Describe the client perspective of a successful practice
Consistency breeds confidence. Timely appointments call backs, cost and value
How many technicians should there be per veterinarian
Three
What are the five C’s of teamwork
Cooperation, combination, commitment, contribution, communication
What is the team goal
Cohesive, efficient and supportive
Describe an extrovert
Action oriented
Describe an introvert
Thought oriented
Describe a sensor
Needs facts
Describe an intuitive person
Relies on abstract information
Describe a judger
They plan everything
Describe a perceiver
Spontaneous
Describe the seven strategies of successFul staff
Teamwork, professional conduct, flexibility, recordkeeping, follows instructions, safety, people business, good communication skills
Half of a conversation is talking and half is what
Listening
What are some good interpersonal skills
Patients, tact, kindness, courtesy, empathy
What is paralanguage
Non vocal communication and body language. Such as clothes or smile
What is the rule for confrontation
Wait for three incidents and then wait 24 hours after
What are the ways people can take confrontation
Conflict, competing, accommodating, avoiding, compromising, collaborating
What are the three types of clients
Exceptional, average and poor
Where is the best area to open up a vet clinic
In a middle-class area
What does the client want
Recognition, consideration, individual attention. Offer good services provided, convenience, fair billing
How long do you have to keep records
Five years
Why do we use soap
It’s standardized everywhere
What is the S in soap
Subjective. Client information
What is the O in soap
Information gathered and lab results
What is the a in soap
Assessment.
What is the P and soap
Plan.
In the GPE what do you evaluate
Eye, mucous membranes, lymph nodes, digestive system, urinary system, circulatory system, respiratory system and integument
What are the levels of legislation for the law
federal legislation provincial legislation municipal legislation job governing agencies
What does the federal legislation control
The criminal code of Canada, health of animals act, controlled drugs and substances act, food and drug act and regulations, pest control products act
What does provincial legislation control
Civil Code of Quebec, animal health protection act (mapaq) agricultural abuse act, conservation and development of wildlife act, veterinary surgeons act, law on the disposal of biomedical waste
What was the original anti-animal cruelty law and what year was it created
1892It is criminal to kill or wound livestock in a cruel way. Is criminal to kill or wound other animals voluntarily and without cause. It is criminal to cause undue pain and suffering to an animal voluntarily or through negligent acts.
What are some issues with the initial law against cruelty to animals
Property offenses, willful neglect requires proof of persons intent. Currently an offense to kill owned animals without lawful excuse but stray animals can be killed for any reason. Does not address brutal or vicious killings in which the animal dies immediately.
Describe the current bill for animal cruelty in Canada
All animals were included. Willful or reckless killing or harming of animals was considered illegal failure to provide adequate care such as food water air or shelter and willful recklessness or abandonment is a legal negligently means departing marked from the standard of care that a reasonable person would use. Increased fines and incarceration order of prohibition for further owning animals.
What happened to Bill C373
It did not pass instead Bill S23 past with exemptions to lawful excuse such as hunting trapping fishing farming euthanasia scientific research protection of life and property maximum penalty is five years in jail $10,000
Describe the health of animals act and what they’re responsible for
Protection of animal and human health for the control or illumination of diseases and toxic substances by: ownership of animal with reportable disease, transport of infected or contagious animals but in Canada, import or export of animals, disposal of carcasses from infected animals, Corentine of animals and places as requested by federal inspectors
Who do the food and drug act and regulations concern
Regulates anything related to drugs. DI and number on the bottle, clinical trials, production, manufacturing, labeling prescription and nonprescription drugs. No regulations exist about supplements and nutraceuticals
Describe the pest control products act
All pesticides including flea products have to be sold in their original packaging with the approved and registered label so that the user can read all detailed instructions easily and use the product safely
What is the safety and welfare of animals act
The owner or custodian of an animal shall ensure that this safety and welfare of the animals not jeopardized. Every owner of animal kept for the purpose of sale or breeding shout in addition to comply with the provisions of the previous section in sure that the premises in which the animals are kept our clean
In 2012 what law passed
The law on the security and the well-being of dogs and cats. Fines and restrictions are more severe. First infraction from $600-$12,000. If commercial purpose $25,000
What kind of dog is considered a vicious dog
Dogs exhibiting behavior outside of the Masters property limits.
What is the agricultural abuse act
Must report dog ownership to municipality within eight days. Must prevent damage stray dogs may cause. Stray dogs can be caught and destroyed
Describe the conservation a development of wildlife act
Killing of wild animals only authorized for self-defense. Wild animal killed accidentally or for self-defense must be reported to wildlife protection officer. Only legal persons authorized by the minister are allowed to kill wild animals that are sick. No person may disturb destroy or damage at Beaverdam or the eggs nest or Den of an animal. No one is allowed to capture or keep a wild animal in captivity without a permit
What is the law on veterinary drugs
List of drugs exclusively used or sold by or under the supervision of a licensed vet or pharmacist
What is considered biomedical waste
Anatomical waste consisting of animal body part or organs with the exception of nails claws blood and biological liquids. A sharp, biological tissue, live culture vaccine, container of blood, whole animal body
Describe municipal legislation and what they control
Animal licensing for pet ownership, number of animals allowed per household, presence of dogs and public areas of parks, necessity for dogs to be on a leash, dog droppings, breed-specific legislation
Who reprimands ethical miss behavior for veterinarians
Professional inspection committee, disciplinary committee
What is a veterinarians duty towards animal
Needs of the patients come first necessary to relieve an animal suffering. Must refrain from performing any act that may be detrimental or cause unnecessary pain to animals.must obtain owner consent before giving selling or getting rid of animal. Must report cases of cruelty to animals to authorities. Must provide a sensual emergency care
What are veterinarians duty towards the public
Promote quality available veterinary services, protect and improve public health, protect the environment
What are veterinarians duty towards the client
No false representation of skills, availability, right to choose clients, copies of files, known fees, advertising
What are you veterinarians duty towards the profession
Image, colleagues, enhancing knowledge and skills
Describe ethical conduct role of animal health technicians
Any ethical miss behavior of a vet tech to be declared to be the responsibility of the employer only if tech is following the vet orders.
What is the employer liable for
Accident occurring on premises such as animal biting owner, someone falling, malpractice, lost pets
What number does an over-the-counter drug have
Drug identification number
What number does a prescription drug have
Drug identification number and PR number
What number does a controlled substance have
Drug identification number, PR number and a schedule 1 to 4 number
What information has to be on a prescription drug label
Name, address and telephone number of the establishment. Clients name. Identification or description of the animal. Name of the veterinarian prescribing itConcentration of the medication, method of administering medication, special precautions, expiry date
What are the two schedules of controlled drugs that are often missed used veterinary practice
Class 1: Opioids morphine derivative, cocaine, ketamine. Class 4: barbiturates benzodiazepines and anabolic steroids
What are the regulations for possession and sale of controlled drugs
Records need to be kept for all transactions for two years. Drugs must be kept in a locked place. Theft or loss to be reported within 10 days. Disposal of outdated bottles follow specific rules
Describe the legality of controlled drugs
Ordering forms must be signed by licensed veterinarian, done through special order form that sent to the federal government, received drugs are immediately recorded in logbook, all drug usage to be kept in logbook
Every time you use a controlled drug what do you have to put in the log
Date, file number, patient name, I’m out used, amount left, initials of user
What is a practices desire in terms of fees
Covering the operating cost making a profit and to continue providing veterinary care
What percentage of cost is rent
5%
What percentage of cost is insurance
0.8%
What percent of rent is CSST
2%
What percent of rent is professional fees, professional liability insurance
2%
What percent is employees salaries of cost
20%
What percentage of cost is accounting and bank fees
2.5%
What percentage of cost is office expenses
1.6%
What percent of cost is utilities
1.6%
What percentage of cost is supplies in inventory
26%
How many percent is the normal net revenue
23% but it should be 30%
What is better. To increase revenue or to reduce expenses
To increase revenue byways of better management and fair and profitable pricing
What is the active revenue
The revenue generated by the veterinarian
What is the passive revenue
The revenue generated by the animal health technician
What should be the bulk of the revenue for a clinic
Medical services
What is a baseline fee
The minimum that you must charge to break even
What are shopped services
Services pet owners shop around for i.e. vaccines, heartworm test, spay, neuter
What is the formula for overhead cost
Hospital costs -(vet time + material cost). Generally 2-3$ per minute
What is the formula for in hospital services
Overhead cost per minute + direct costs + Dr. time
What is considered a direct cost
All materials used in a given procedure. Generally double the amount
What is the doctor time
Cost to pay vet for their skill
What is the general mark up for pharmaceuticals
2 to 3 times the cost.
Do we charge more for the expensive pills or for the cheaper pills
The cheaper pills because you can have a higher mark up without people feeling like they’re spending too much money
Why do we charge a dispensing fee
Due to the cost of prescription labeling, preparation costs
What is the tax rate for GST
5%
What is the tax rate for QST
9.975%
Why would we use a computer program for fee billing
It’s more accurate. Taxes are calculated automatically. Less mistakes in less we forget to sell items
Why should we never weigh a fee at the vet clinic
Because it convinces the owners that are services are not worth any money
Are deposits legal
Yes up to 50% of cost
List some ways to avoid problems with billing
Have clients find an estimate, make clients aware one extra fees are incurred, make sure all items have been billed for properly
What’s wrong with having too much inventory
Cuts in the profits, takes up space and cost money per square foot
What’s the problem with having two little inventory
Constantly running out of product’s, affect quality of patient care, loss of sales
What are the goals of inventory
To control product to use flow what is used and at what frequency.
How do you control product to use flow
Establish the present stock level. Establish how much stock is needed every month or every two months
What Are the goals of the inventory
To avoid loss byways of unused items, expired items, damaged, stolen+ to improve profit return on investment
What are the three types of inventory
Manual. Computerized. Managed by C DMV
How do you improve stock management
I’m at the range of stock, respect maximum stock levels, timing and quantities to order, reduce stock losses, optimize special offers when purchasing, communicate with the team.
What would you do manual inventory management for
For items that cannot be billed or invoiced individually
When would you use computerized inventory management
For items I can be billed. But requires that the initial inventory must first be entered into the computer system so all items can be counted.
Advantage having properly set up computerized inventory control
Detecting theft
How do you calculate ideally yearly turnover of the inventory
(beginning inventory $ + end inventory) /2
How many times should you ideally have inventory turnover
Between eight and 12 times per year
What is the reality of most vet clinics with yearly inventory turnover
4-8 times per year
What is euthanasia
Stress-free or pain-free death
What are the ethical and excepted methods of euthanasia
Intravenous, intraperitoneal, intracardiac, inhalant, cervical dislocation, decapitation, shooting, exsanguination
What animals would you do cervical dislocation or decapitation with
Mice
What animals would you shoot as a method of euthanasia
Farm animals that aren’t going to be consumed
What do clients like with euthanasia
Offering pets a treat, creating a sense of comfort, Momento
What do clients dislike with euthanasia
Being kept waiting, given a warning, handling pets body roughly, mentioning ownership of new pet
What should a receptionist do before the euthanasia in order to ensure that it goes smoothly
Inquire about the reason for euthanasia, assess the client situation to determine emotional needs, schedule euthanasia, don’t make clients wait, have all paperwork prepared
What should a veterinary team do before euthanasia
Facility Clay decisions, go over procedures, offer clients a choice about being present, be supportive, create a respectful atmosphere
What should a client expect from euthanasia
Reflex breathing, muscle twitches, sphincter relaxation, rigor mortis
What are some ways a euthanasia can go wrong
Stress, needle not in the vein, hemorrhage, vocalization, trembling, urination and defecation
Who is at the federal level who oversees workplace safety
CCOHS Canadian center for occupational health and safety. Nonprofit, concerned with the safety and welfare of workers for physical and mental health
Who oversees hazardous waste at a federal level
WHMIS health Canada. National hazard communication standard. Workplace hazardous materials information system.
What are the three key elements of the workplace hazardous materials information system
Worker education and training. Labeling of containers. Provisions of MSDS is gives information on potentially hazard and how to work safely with the chemical product
What is a class A WHMIS
Compressed glass
What is a class B WHMIS
Flammable and combustible material
What is a class C WHMIS
Oxidizing material
What is a class D WHMIS
Materials causing immediate and serious toxic affects, materials causing other serious toxic affects, biohazardous infectious material
What is the class E WHMIS
Corrosive material
What is class F WHMIS
Dangerously reactive material
What are the two American organizations for safety in the workplace
OSHA and NIOSH
Who is responsible for safety in the workplace in Quebec
CSST
What are the two roles of CSS T
Prevention and inspection and compensation and readaptation
Who pays for CSST
The employer
How do they determine how much CSS T costs
1.85% of total salaries
How does the CSST personalize the cost for the employer
Accounts for claims having occurred in the past four years. Number of claims has less impact than severity of the accident.
In the past 10 years what has happened to the physical injury statistics
Been reduced by 50%
What are the most common physical injuries
Excessive efforts, substance exposure
How many percent does mental health occupy of all the claims in Canada
75%
What is the role of an employer for safety
Responsible to provide safe environment for employees. Educate and provide training in specific work hazards and use of equipment, provide protective clothing gear and sanitation facilities. Ensure the safety of equipment and tools. Take all possible precautions to avoid health hazards.
What is the role of the employee in safety
Take necessary measures to protect your health and safety as well as the other others in your work environment, help identify and eliminate workplace risk, learn about prevention programs, collaborate with the health and safety committee, take the legally required medical exams, do not take risks, report any incidents.
Who is responsible for client safety
The clinic.
How do you prevent client trauma
Discourage clients from restraining their animals.
In the parking area what should you have in case of dog fights
Animals on leash with clearly visible signs
What are some chemical safety hazards for employees
Solvents or volatile products, antibiotics, chemotherapeutic agent, cleaning products, inhalant anesthetics
What are the physical safety hazards for employees
Xrays, noise, heavy lifting, bad posture, bite wounds
What are biological risks for employees
Zoonosis, bacteria, fungus, virus, parasite
How do you reduce the spread of disease
Don’t let exotics room Fraley, no animals near food prep area, animal should be fed from dishes exclusively reserved for them, all food and water dishes should be washed and disinfected
What are accident reports
Required by law. Alert employers and management of problem areas, help reduce risk of injury, and forms employees of potential hazards in the workplace.
What type of accidents require a written report
Body injuries, body injuries requiring medical treatment, incident without body injury but could’ve resulted in serious injury, major toxic event/hazardous spill
