Practice Test A (11.19.2022) Flashcards
How frequently should staff meetings be held?
A. Whenever there is a problem to address
B. Weekly as time permits
C. Once a month for general interest meetings
D. On a regular basis
Staff meetings should be held regularly, approximately once a month or once a quarter, depending on hospital size.
Larger hospitals tend to have more departmental meetings than general interest meetings.
Reference: Practice made Perfect: A Guide to Veterinary Practice Management (second edition), Marsha Heinke,
DVM, EA, CPA, CVPM, page 422 and page 87
What is another name for the Hazard Chemical Standard (HCS)?
A. Material Data Safety Standard
B. Right To Know law
C. Chemical Safety Standard
D. Hazardous Chemical Safety Plan
The Hazard Chemical Standard or the Right To Know law is a regulation designed to ensure that workers exposed to
chemicals are adequately informed of the dangers of their jobs and what precautions they must take to protect
themselves prior to exposure.
Reference: The Complete Practice Regulatory Compliance Manual, Philip J. Seibert, Jr., CVT pages 53 - 54.
Which process accurately describes how employee payroll taxes are paid?
A. Taxes are paid once a year by April 15.
B. Payroll taxes are paid to the accountant or payroll service.
C. Taxes are paid through a federal tax deposit system on a semi-annual basis.
D. Payroll taxes are paid to the IRS through a federal tax deposit system.
Employee income taxes, as well as the employee and employer portions of FICA, are paid to the IRS through a federal
tax deposit (FTD) system.
Reference: Front Office Management of the Veterinary Practice, Heather Prendergast, CVPM, page 127
When it comes to the decision to offer retail goods as a revenue center, the decision will depend entirely
on three key characteristics of the practice. Those characteristics are Image, Space, and what else?
A. Budget
B. Vision
C. Brand
D. Market Segmentation
Vision
Reference: The Effective Marketing Manual, Attracting, Creating, and Retaining Loyal Clients, JD Stowe, DVM, page
177
The ideas of authoritarian and democratic leadership styles have been explained in Theory X and
Theory Y. Theory X assumes that people prefer to be directed, are not interested in assuming
responsibility, and are motivated primarily by money, benefits, and threat of punishment.
A. True
B. False
True
Theory Y believes employees can be self-directed and creative at work if they are properly supported and motivated.
So Theory X believes employees want to be directed and Theory Y believes employees can be self-directed.
Reference: Practice Made Perfect: A Complete Guide to Veterinary Practice Management (second edition), Marsha
Heinke DVM, EA, CPA, CVPM, pages 71 - 72.
The Pregnancy Discrimination Act makes it clear that discrimination on the basis of pregnancy,
childbirth, or related medical conditions constitutes unlawful sex discrimination under the Civil Rights
Act. However, an employer may take the welfare of a fetus into account when deciding to permit a
pregnant employee to remain on the job or perform specific job functions.
A. True
B. False
The Pregnancy Discrimination Act of 1978 makes it clear that discrimination on the basis of pregnancy, childbirth, or
related medical conditions constitutes unlawful sex discrimination under the Civil Rights Act. The basic principle of the
act is that women affected by pregnancy and related conditions must be treated the same as other applicants and
employees, on the basis of their ability or inability to work…
An employer may not take fetal welfare into account when deciding whether to permit a pregnant employee to remain
on the job (but the pregnant employee should be advised of any workplace hazards that could affect her pregnancy).
Reference: Practice made Perfect: A Guide to Veterinary Practice Management (second edition), Marsha Heinke,
DVM, EA, CPA, CVPM, page 182
Radiography, Dentistry, and Laboratory Diagnostics are all example of:
A. Active Income
B.Passive Income
Active income is described as that income generated directly by the veterinarian. Passive income is that which can be
generated by a veterinary practice without the direct involvement of the veterinarian.
Reference: The Effective Marketing Manual, Attracting, Creating, and Retaining Loyal Clients, JD Stowe, DVM, pages.
What is customer experience management (CEM)?
A. A process of creating an experience that is positive and memorable
B. A plan for reputation management in the marketing strategy
C. A process of gathering data about client preferences
D. A planned survey process for client satisfaction
Customer experience management (CEM) is a proactive process of creating an experience that is positive and
memorable. Customer relation management is a proactive process of gathering data about client preferences and
activities to better target products and services relevant to their needs.
Reference: The Effective Marketing Manual - Attracting, Creating and Retaining Loyal Customers, J.D. Stowe, DVM, p.143
Sending a copy of a pet’s lab results to the owner provides which benefit?
Thorough treatment protocols
B. External marketing
C. Internal marketing
D. Documentation beyond the patient record
Mailing pet owners a copy of their pet’s lab work results is a form of internal marketing.
Reference: Front Office Management of the Veterinary Practice, Heather Prendergast, CVPM, page 208
DEA Form 106 is used for which inventory purpose?
A. To report theft or loss of controlled substances
To create biennial list of controlled drugs
C. To document inventory that has been surrendered for disposition
D. To apply for a DEA license
A.* To report theft or loss of controlled substances
Registrants are required to notify the Regional Office of the DEA of the theft or significant loss of any controlled
substances upon discovery of such loss or theft. DEA Form 106 is to be filled out at the time such notification takes
place.
Reference: Law & Ethics of the Veterinary Profession, James Wilson, DVM, JD, page 279
Which of the following documents should be included in the employee personnel file?
A. I-9 Form
B. FMLA documentation
C. W-4 Form
D. Pay period time records
According to Attorney D. Scott Crook, employers should maintain five essentially separate record keeping systems
related to its employees. These include personnel files, medical record files, equal employment opportunity data, I-9
records, and payroll and benefits data.
Reference: Practice Made Perfect: A Complete Guide to Veterinary Practice Management (second edition), Marsha
Heinke DVM, EA, CPA, CVPM, pages 161-166.
What is the maximum number of mass text messages that a practice should send to clients per month to
avoid the messages being considered spam?
A.Two per month
B. Ten per month
C. Five per month
D. Four per month
Possibly one of the most important text messaging rules to follow is to keep mass text messages to a minimum. If the
practice sends more than two text messages per month to clients, the practice is in danger of being considered an
annoying source of spam.
Reference: Practice made Perfect: A Guide to Veterinary Practice Management (second edition), Marsha Heinke,
DVM, EA, CPA, CVPM, page 27
Which of the elements below are NOT one of the six steps in budgeting?
A. Combining budgeted revenue and expenses and making adjustments.
B. Comparison of the last three years expense as a percent of gross.
C. Determining the desired results.
D. Normalizing revenue and expense.
The six steps in in budgeting are: 1 - Determining the desired financial results 2 - Analysis of the financial statements 3
- Normalizing the revenue and expenses 4 - Budgeting revenue 5 - Budgeting expenses 6 - Combining budgeted
revenue and expense and making 7 - Adjustments
Reference: Financial Management of the Veterinary Practice, Justin Chamblee, CPA and Max Reiboldt, CPA, pages
99-106.
Individual Development Plans are documents created by
A.The employee with input of their managers.
B. The employee’s direct supervisor and the practice manager.
C. The employee for use as a goal setting agreement with management.
D. The employee’s direct supervisor or the practice manager when the employee’s
performance is unacceptable and performance goals must be clarified and timelines for
improvement must be agreed upon.
Individual Development Plans are documents created by employees with the input of their managers and help define
specific goals to which the employee would like to strive for over a set period of time, typically one year.
Reference: Blackwell’s Five Minute Veterinary Practice Management Consult (second edition), Lowell Ackerman, DVM,
DACVD, MBA, MPA, pages 300 - 301.
Which focus areas should be included in the written standards of care for the internal hospital image?
A. Merchandising, public restrooms, hallways, and exam rooms
B. Reception area, waiting room, exam rooms, and surgery rooms
C. Merchandising, sterility, cleanliness, and function
D. Waiting room, reception area, public restrooms, and hallways
To maintain the internal hospital image, a complete list of each physical room within the premises should be provided
and a standard set for merchandising, sterility, cleanliness, and function.
Reference: Blackwell’s Five-Minute Veterinary Practice Management Consult, Lowell Ackerman DVM, DACVD, MBA,
MPA, page 64
Why is it important for managers of a veterinary practice to strictly enforce practice standards related to
telephone communications?
A. It prevents clients from receiving inaccurate information.
B. It maintains the quality and consistency of customer service.
C. It increases staff efficiency and productivity.
D. It encourages staff to resolve customer service issues creatively.
Managers have a right to expect hospital employees to follow rules and policies developed by the practice owners and
managers to ensure the consistent quality of functional operations. Because a client’s first impressions of the hospital
are so often made in that first phone contact, few management areas are as important as telephone communications.
Reference: Practice made Perfect: A Guide to Veterinary Practice Management (second edition), Marsha Heinke,
DVM, EA, CPA, CVPM, page 217
When team members suspect that a co-worker has problems with drugs or alcohol and choose to
become involved in encouraging a lifestyle change, an intervention is the first step. What are the four
steps of drug intervention?
A. Thorough planning, private setting, pre-planned boundaries, specific timeframe.
B. Involve an addiction professional, be specific, create a goal and a results documented
timeline, maintain professional boundaries.
C. Time the intervention for when the addict is not impaired, be specific, state the
consequences, listen.
D. Have more than one supervisor/manager present, have pre-determined scripts to avoid
personal tangents, hold the intervention in a confidential manner and location, have
management seated closest to the doorway.
If a team member suspects an individual has problems with drugs or alcohol, they should get involved. It is the active
involvement by concerned others that begins the process of a lifestyle change. Intervention is the first step.
Professional treatment is the second. Both are necessary steps for addicts to become free from their dependencies.
Reference: Front Office Management for the Veterinary Team (second edition), Heather Prendergast, BS, AS, RVT,
CVPM, page 142
When is conducting a background check on an applicant permissible?
A. When the applicant has signed the application for employment
B. When the applicant has given explicit permission
C. When the applicant has submitted an application
D. When the applicant has been hired
Background checks involve matters of public record and the applicant must give his or her permission for the employer
to do this.
Reference: Blackwell’s Five-Minute Veterinary Practice Management Consult, Lowell Ackerman DVM, DACVD, MBA,
MPA, page 242
What does the acronym CRAFT represent in relation to compliance process?
A. Compliance=Recommendation+ Agreement+Follow Through
B.=Compliance=Recommendation+Acceptance+Follow Through
C.Compliance=Reassurance+Agreement+Follow Through
D. Compliance=Reassurance+Acceptance+Follow Through
B. Compliance=Recommendation+Acceptance+Follow-Through
Found Blackwell Page 57
Which is the most important factor of the 20-factor common law test?
A. The way in which the individual is trained
B. The right to control and direct work
C. The number of clients/patients to which the individual provides services
D. The location in which the work is performed
B. The right to control and direct work
Found Practice Made Perfect page 176.
Beginning accounts receivable divided by ending accounts receivable equals average accounts receivable?
A. True
B. False
False
Beginning accounts receivable+ending accounts receivable divided by 2 equals average accounts receivable
Which of the statements below is NOT true regarding ionizing radiation exposure monitors?
A. Radiation badges should be stored protected from sunlight and not be worn outside unless taking radiographs out in the field
B. Regardless of equipment or number of X-rays taken, it is recommended to exchange radiation badges monthly for the best accuracy.
C. Staff members must be informed of their exposure measurements at least annually
D. When only one device is worn it should be worn outside the apron at neck level
B. Regardless of equipment or number of x-rays taken, it is recommended to exchange radiation badges monthly for the best accuracy.
Regulatory Compliance Page 96
What is the best measure of customer satisfaction?
A. Number of new clients
B. Amount of repeat business
C. Client satisfaction survey results
D. Number of word of mouth referrals
D. Number of mouth referrals
Found in Marketing book page 139
What is the recommended number of practice brochures to have printed at one time?
A. One-month supply
B. One year suppy
C. Half the number of active clients
D. Six-month suppply
D. Six-month Supply
Found Practice Made Perfect pg 499
