Practice Management & Interpersonal Communication Flashcards
a facility in which hospital services are rendered, as well as where veterinary scientists perform research and instruct professional veterinary students
Veterinary Teaching Hospital
a facility in which the practice conducted typically or may include inpatient and outpatient diagnostics and treatment
Hospital / Clinic
a facility in which the practice conducted may include short-term admission of patients but where all patients are discharged at the end of the workday
Outpatient Clinic
a veterinary practice conducted from a vehicle with special medical or surgical facilities or from a vehicle suitable for making house or farm calls
Mobile Practice
a facility with the primary function of receiving, treating, and monitoring emergency patients during its specified hours of operation
Emergency Facility
a facility that provides services by board-certified veterinarian(s) and/or CVTS
Specialty Facility
a facility that provides secondary care services by veterinary specialists
Referral Facility
a facility the strongly implies an advanced depth or scope of practice
Center
the individual that runs the reception area and handles reception staff, scheduling, bookkeeping and client relations
Office Manager
the individual that oversees all aspects of a veterinary hospital, with exceptions of medical decision
Practice Manager
the individual who supervises the entire hospital, including both medical and nonmedical decisions, and supervises all employees within the hospital, including veterinarians
Hospital Manager
the group that offers continuing education in veterinary practice management, but no title or certification designation is awarded
Veterinary Medical Institute (VMI)
Which group oversees the VMI?
American Animal Hospital Association
the group that offers continuing education in veterinary practice management and results in the title of Certified Veterinary Practice Manager
Veterinary Hospital Managers Association (VHMA)
VMI
Veterinary Management Institute
VHMA
Veterinary Hospital Managers Association
the title earned after completing the continued education program through the VHMA
Certified Veterinary Practice Manager
hospital-derived infections
Nosocomial Infections
the only group in North America that offers voluntary accreditation programs for veterinary hospitals
American Animal Hospital Association (AAHA)
_____ exam rooms should be available in the outpatient area per each vet working
2
PPE
Personal Protection Equipment
a device that monitors an individual’s exposure to radiation
Dosimeter
practices that operate out of a vehicle that’s designed to treat pets at home and do not have a permanent hospital facility
Small Animal House-Call Practices
practices much larger and more advanced than primary-care practices, and may either be separated into more focused and specialized areas or may have more space dedicated to each area than a typical small-animal practice
Specialty and Emergency Practices
practices that have a specially designed unit in the back of a truck containing all the necessary equipment for conducting farm calls
Large Animal Mobile Unit
practices that allow their clients to bring pets into the hospital and often contain cattle chutes, barns and stalls, pastures, mechanical or hydraulic lifts and appropriately sized surgical tables and instruments
Large Animal Haul-In Facilities
the communication technique in which you ask a client to repeat your directions back to you in order to ensure they understand
Echo Technique
communicating clearly using proper grammar and articulation
Clarity
showing genuine concern and respect when communicating
Courtesy
the communication technique that encourages a client to elaborate freely without being led a particular direction
Open-Ended Inquiry
the ability to understand the position of another person and to communicate that understanding to that person
Empathy
Most common cause of conflict
Misunderstandings
a technique used to reduce misunderstandings in which a person repeats what the previous speaker said and the original speaker has an opportunity to correct misperceptions
Rephrasing
a technique used to reduce misunderstandings in which a listener waits before responding, giving them time to think about what was said and to formulate a proper response
Three-Second Rule
degree of loudness when speaking
Volume
the highness or lowness of your voice
Pitch
how your mood or feeling is communicated when speaking
Tone
how you form or articulate your words
Enunciation
How long should the average call last if well managed?
3 min
What are the 3 types of scheduling?
- Wave Scheduling
- Flow Scheduling
- Fixed Office Hours
a type of appointment scheduling in which the total number of patients to be seen in one segment will be scheduled at the same time
Wave Scheduling
a type of appointment scheduling in which patients are scheduled for 15-minute intervals and provisions are made for longer appointments
Flow Scheduling
a type of appointment scheduling in which clients come to announced office hours with their pets whenever they wish and patients are seen on a first-come, first-served basis
Fixed Office Hours
List the 5 categories of management responsibilities
- Planning
- HR
- Marketing
- Financial
- Operations
a written document that discusses the current business situation and covers both short-term and long-term plans related to any and all aspects of the business
Business Plan
the department or activities related to the hiring, training, managing, and termination of employees
Human Resources
the individual who hires veterinarians and management staff
Practice Owner
the individual who hires vet technicians, vet assistants, and receptionists
Practice Manager
a visual representation of how the departments and employee positions within a business are aligned
Organizational Chart (Org Chart)
a written document that outlines all of the duties and requirements associated with the particular position and can also be useful in training and employee evaluations
Job Description
the type of interview in which the candidate is given the opportunity to interact with the team and ensure that they’re a good fit for the office
Working Interview
the sum total of an employee’s salary or wages and benefits
Total Compensation
the result from repeated emotional attachments to ill and injured animals
Compassion Fatigue
the activities required to obtain and retain clients, as well as those associated with enhancing the awareness of the hospital’s standing in the community
Marketing
the type of marketing that focuses on the existing client base
Internal Marketing
the type of marketing that focuses on the external community and attracting new clients
External Marketing
paid announcement in print, broadcast, or electronic media
Advertisements
includes collecting payments for products or goods sold, making payments for products or goods received, running payroll, and preparing financial statements
Bookkeeping
a financial statement that summarizes a practice’s financial situation at a given point in time, including tangible (cash) and intangible (goodwill) assets and liabilities (debts)
Balance Sheet
a document that reflects the financial performance of a practice for a specific time period
Income Statement
List 2 other names for an income statement
- Profit and Loss Statement (P&L)
- Statement of Revenue and Expenses
a document that examines the cash of the business, including all sources and projected uses of cash over a particular time period
Statement of Cashflows
metrics used by the practice to evaluate performance
Key Performance Indicators
the metric calculated using the number of transactions in a given time period divided by the number of FTE doctors in the practice and is used to track doctor efficiency
Revenue / Transactions Per Full-Time-Equivalent (FTE) Doctor
FTE Doctor
Full-Time-Equivalent Doctor
the metric that includes only times that a patient actually visited the hospital and had some kind of procedure performed, such as examination, surgery, or dental work
Patient Visits
the metric that includes all services or products purchased by a client
Transactions (Invoices)
the metric calculated by dividing the total revenue of the practice by the total number of transactions and indicates how much an average client spends on a visit to the practice
Average Transaction Charge
the metric used to analyze the types of services clients are electing to receive
Revenue by Category
client who has never visited the practice before
New Client
client who has visited the practice within the past 12 months
Active Client
the metric that shows the dollar amount owed by clients and how long the money has been owed
Accounts Receivable Aging
the representation of amounts owed to the practice by clients who are allowed to charge at the practice
Accounts Receivable
the metric calculated by dividing the total number of hours worked by doctors and staff by the total number of transactions
Work Hours Per Transaction
the number calculated using practice profits divided by gross revenue and is typically expressed as a percentage
Profitability Calculation
the area of management that relates to all of the systems, policies, and procedures that allow the smooth daily functioning of a veterinary practice
Operations
the area of management that focuses primarily on appointment scheduling and client finances
Front Desk Operations
process that has clients seen on a first-come-first serve basis, except for emergencies
Walk-In System
process that allows the practice to regulate the flow of the day in a way that improves client service and efficiency
Appointment System
used by most animal hospitals to keep track of appointments
Practice Management Software
booking a patient’s next appointment before the client leaves the practice
Forward Booking
the advanced preparation of the appointment book
Establishing the Matrix
annual preventive care plans that include the specific services a practice feels a pet owner should provide to each pet during a year to keep it healthy
Pay-by-the-Month Wellness Plan
PIMS
Practice Information Management System
Give 3 examples of PIMS used in veterinary medicine
- Cornerstone
- AVImark
- ImproMed Infinity
List 7 of the most important features performed by PIMS
- Patient medical records
- Patient scheduling / Patient location in hospital
- Reminders
- Billing
- Inventory
- Client communication
- Accounts receivable
these are created for each patient as services are recorded in the medical record
Invoices
How long must an account be unpaid for it to be considered overdue?
Unpaid for 30 days
a centralized computer in a veterinary hospital that contains the software and all associated databases
Server
satellite computers throughout hospital that allow PIMS to be access anywhere in the hospital
Workstations
