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Vet Office Management > Practice Management & Interpersonal Communication > Flashcards

Practice Management & Interpersonal Communication Flashcards

1
Q

a facility in which hospital services are rendered, as well as where veterinary scientists perform research and instruct professional veterinary students

A

Veterinary Teaching Hospital

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2
Q

a facility in which the practice conducted typically or may include inpatient and outpatient diagnostics and treatment

A

Hospital / Clinic

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3
Q

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

A

Outpatient Clinic

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4
Q

a veterinary practice conducted from a vehicle with special medical or surgical facilities or from a vehicle suitable for making house or farm calls

A

Mobile Practice

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5
Q

a facility with the primary function of receiving, treating, and monitoring emergency patients during its specified hours of operation

A

Emergency Facility

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6
Q

a facility that provides services by board-certified veterinarian(s) and/or CVTS

A

Specialty Facility

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7
Q

a facility that provides secondary care services by veterinary specialists

A

Referral Facility

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8
Q

a facility the strongly implies an advanced depth or scope of practice

A

Center

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9
Q

the individual that runs the reception area and handles reception staff, scheduling, bookkeeping and client relations

A

Office Manager

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10
Q

the individual that oversees all aspects of a veterinary hospital, with exceptions of medical decision

A

Practice Manager

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11
Q

the individual who supervises the entire hospital, including both medical and nonmedical decisions, and supervises all employees within the hospital, including veterinarians

A

Hospital Manager

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12
Q

the group that offers continuing education in veterinary practice management, but no title or certification designation is awarded

A

Veterinary Medical Institute (VMI)

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13
Q

Which group oversees the VMI?

A

American Animal Hospital Association

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14
Q

the group that offers continuing education in veterinary practice management and results in the title of Certified Veterinary Practice Manager

A

Veterinary Hospital Managers Association (VHMA)

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15
Q

VMI

A

Veterinary Management Institute

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16
Q

VHMA

A

Veterinary Hospital Managers Association

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17
Q

the title earned after completing the continued education program through the VHMA

A

Certified Veterinary Practice Manager

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18
Q

hospital-derived infections

A

Nosocomial Infections

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19
Q

the only group in North America that offers voluntary accreditation programs for veterinary hospitals

A

American Animal Hospital Association (AAHA)

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20
Q

_____ exam rooms should be available in the outpatient area per each vet working

A

2

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21
Q

PPE

A

Personal Protection Equipment

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22
Q

a device that monitors an individual’s exposure to radiation

A

Dosimeter

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23
Q

practices that operate out of a vehicle that’s designed to treat pets at home and do not have a permanent hospital facility

A

Small Animal House-Call Practices

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24
Q

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

A

Specialty and Emergency Practices

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25
Q

practices that have a specially designed unit in the back of a truck containing all the necessary equipment for conducting farm calls

A

Large Animal Mobile Unit

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26
Q

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

A

Large Animal Haul-In Facilities

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27
Q

the communication technique in which you ask a client to repeat your directions back to you in order to ensure they understand

A

Echo Technique

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28
Q

communicating clearly using proper grammar and articulation

A

Clarity

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29
Q

showing genuine concern and respect when communicating

A

Courtesy

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30
Q

the communication technique that encourages a client to elaborate freely without being led a particular direction

A

Open-Ended Inquiry

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31
Q

the ability to understand the position of another person and to communicate that understanding to that person

A

Empathy

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32
Q

Most common cause of conflict

A

Misunderstandings

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33
Q

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

A

Rephrasing

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34
Q

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

A

Three-Second Rule

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35
Q

degree of loudness when speaking

A

Volume

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36
Q

the highness or lowness of your voice

A

Pitch

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37
Q

how your mood or feeling is communicated when speaking

A

Tone

38
Q

how you form or articulate your words

A

Enunciation

39
Q

How long should the average call last if well managed?

A

3 min

40
Q

What are the 3 types of scheduling?

A
  1. Wave Scheduling
  2. Flow Scheduling
  3. Fixed Office Hours
41
Q

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

A

Wave Scheduling

42
Q

a type of appointment scheduling in which patients are scheduled for 15-minute intervals and provisions are made for longer appointments

A

Flow Scheduling

43
Q

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

A

Fixed Office Hours

44
Q

List the 5 categories of management responsibilities

A
  1. Planning
  2. HR
  3. Marketing
  4. Financial
  5. Operations
45
Q

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

A

Business Plan

46
Q

the department or activities related to the hiring, training, managing, and termination of employees

A

Human Resources

47
Q

the individual who hires veterinarians and management staff

A

Practice Owner

48
Q

the individual who hires vet technicians, vet assistants, and receptionists

A

Practice Manager

49
Q

a visual representation of how the departments and employee positions within a business are aligned

A

Organizational Chart (Org Chart)

50
Q

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

A

Job Description

51
Q

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

A

Working Interview

52
Q

the sum total of an employee’s salary or wages and benefits

A

Total Compensation

53
Q

the result from repeated emotional attachments to ill and injured animals

A

Compassion Fatigue

54
Q

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

A

Marketing

55
Q

the type of marketing that focuses on the existing client base

A

Internal Marketing

56
Q

the type of marketing that focuses on the external community and attracting new clients

A

External Marketing

57
Q

paid announcement in print, broadcast, or electronic media

A

Advertisements

58
Q

includes collecting payments for products or goods sold, making payments for products or goods received, running payroll, and preparing financial statements

A

Bookkeeping

59
Q

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)

A

Balance Sheet

60
Q

a document that reflects the financial performance of a practice for a specific time period

A

Income Statement

61
Q

List 2 other names for an income statement

A
  1. Profit and Loss Statement (P&L)
  2. Statement of Revenue and Expenses
62
Q

a document that examines the cash of the business, including all sources and projected uses of cash over a particular time period

A

Statement of Cashflows

63
Q

metrics used by the practice to evaluate performance

A

Key Performance Indicators

64
Q

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

A

Revenue / Transactions Per Full-Time-Equivalent (FTE) Doctor

65
Q

FTE Doctor

A

Full-Time-Equivalent Doctor

66
Q

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

A

Patient Visits

67
Q

the metric that includes all services or products purchased by a client

A

Transactions (Invoices)

68
Q

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

A

Average Transaction Charge

69
Q

the metric used to analyze the types of services clients are electing to receive

A

Revenue by Category

70
Q

client who has never visited the practice before

A

New Client

71
Q

client who has visited the practice within the past 12 months

A

Active Client

72
Q

the metric that shows the dollar amount owed by clients and how long the money has been owed

A

Accounts Receivable Aging

73
Q

the representation of amounts owed to the practice by clients who are allowed to charge at the practice

A

Accounts Receivable

74
Q

the metric calculated by dividing the total number of hours worked by doctors and staff by the total number of transactions

A

Work Hours Per Transaction

75
Q

the number calculated using practice profits divided by gross revenue and is typically expressed as a percentage

A

Profitability Calculation

76
Q

the area of management that relates to all of the systems, policies, and procedures that allow the smooth daily functioning of a veterinary practice

A

Operations

77
Q

the area of management that focuses primarily on appointment scheduling and client finances

A

Front Desk Operations

78
Q

process that has clients seen on a first-come-first serve basis, except for emergencies

A

Walk-In System

79
Q

process that allows the practice to regulate the flow of the day in a way that improves client service and efficiency

A

Appointment System

80
Q

used by most animal hospitals to keep track of appointments

A

Practice Management Software

81
Q

booking a patient’s next appointment before the client leaves the practice

A

Forward Booking

82
Q

the advanced preparation of the appointment book

A

Establishing the Matrix

83
Q

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

A

Pay-by-the-Month Wellness Plan

84
Q

PIMS

A

Practice Information Management System

85
Q

Give 3 examples of PIMS used in veterinary medicine

A
  1. Cornerstone
  2. AVImark
  3. ImproMed Infinity
86
Q

List 7 of the most important features performed by PIMS

A
  1. Patient medical records
  2. Patient scheduling / Patient location in hospital
  3. Reminders
  4. Billing
  5. Inventory
  6. Client communication
  7. Accounts receivable
87
Q

these are created for each patient as services are recorded in the medical record

A

Invoices

88
Q

How long must an account be unpaid for it to be considered overdue?

A

Unpaid for 30 days

89
Q

a centralized computer in a veterinary hospital that contains the software and all associated databases

A

Server

90
Q

satellite computers throughout hospital that allow PIMS to be access anywhere in the hospital

A

Workstations

Vet Office Management (4 decks)

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