Random Flashcards
Average credit card fee benchmark
1.5% of gross.
What protective measure can practice take to satisfy a court of law that electric patient records are trustworthy?
Placing backup tapes or discs in an escrow account
What are two ways that periodic medical record audits and peer reviews benefit a veterinary practice
Legal compliance and increase profitability
If a mistake is made in a hand written medical record, what is the correct way to make an alteration
Crossed out, Dated, initial, and an explanation recorded
What information should be included on a procedural consent form
Risk, alternatives, prognosis, and potential complications
In regards to identifying your practices trade area there are two common calculations, what are they and which calculation is best
Drive times and radius rings Drive times is preferred
In regards to changing organizational culture; there are five key steps in making a culture change within a practice.
What are they and which step states “the bottom line is that if a leader wants to create a different culture within the hospital, the leader has to go first”?
Define the culture
Align behaviors with the desired culture
Commit to the change ***
Support the shift
Grow the team
Which source of referrals are clients frequently exposed to first?
Internet
Why is it essential that veterinary practices know about her Health and Insurance Portability and accounting act of 1996?
A-to be informed about human medical field requirements in preparation for changes to vet med
B-to ensure client records are kept confidential
C-to ensure vet practices meet minimum requirements for employee health insurance
D-to ensure personnel files and employee medical records are maintain in separate but secure areas
D (think of the many personnel files we have to keep and medical has to be separate)
Why should the leaders of a practice take time to develop a marketing plan of action?
A; to plan and account for each step of the entire marketing plan
B: to determine the effective mental of last years marketing plan
C: to develop a list of pros and cons for utilizing new marketing techniques
D: to provide an opportunity to discuss the upcoming budget
A
Which is an effective way to simultaneously market to current and prospective clients?
A: post a bulletin board in the lobby
B: conduct an open house at the practice
C: creat a commercial to be viewed on the local tv station
D: send out a mailing to all pet households in your zip code
B
Which of the following is NOT considered a hidden ordering cost associated with inventory?
A: price shopping
B: pharmacy licensing/DEA fees
C: receiving and unpacking a shipment
D: reconciling statements
B
In what way can a blog be helpful to a veterinary practice?
A: providing a pathway for vets to communicate with a pet owner about pet progress
B; allowing pet owners to post information about their pet on the practice web site
C: providing a means for the manager to use picture and video as a training tool
D: allowing medical staff to provide medical information and information on service offerings
D
What are the 4 R’s of team management?
A: relational, reward, reasonable, resourceful
B: relatable, resilient, realsitic, risk aware
C: responsibility, respect, rapport, recognition
D: resolute, reverential, responsive, reliable
C
As it relates to negotiating, which statement below is NOT true
A: one question to consider is “what do i really need from this transaction and what do I only want”
B: to avoid potentially making an agreement too far into the future to actually forecast the benefit, maintain strategies that focus on short term objectives
C: negotiation requires research on the topic being negotiated prior to agreeing to participate
D: make sure to identify the best alternative to negotiated agreement
B
How are consumers protected from unfair collection tactics?
A: by paying their debts within 90 days
B: by the provisions of the Fair Debt Collection Practices Act
C: by the provisions of the Collection Agency Ethical Guidelins
D: by the provisions of the Consumer Privacy Act
B
When informing the rest of the staff of an employee termination, what approach decreases potential liability?
A: be honest with the staff and tell them the reason for termination
B: do not discuss the termination with staff members
C: discuss the reason with the staff and remind them how to avoid termination
D: state the employee was terminated for violating hospital policy
D
Which two key pieces of information are show on an accounts payable report?
A: the amount due to thepractice and the timeframe
B: the itemized invoice and the purchase date
C: the total amount due for all accounts and aging
D: the amount owed and the due date
D
To be remotely competitive,business must meet the minimum performance standard. Which below is not one of the Value Disciplines in Business?
A: product leadership
B: perceived market worth
C: customer intimacy
D: operational excellence
B
What does the acronym CRAFT represent?
A: Compliance = recommendation + acceptance + follow through
B: Compliance = resassurance + acceptance + follow through
C: Compliance = recommendation + agreement + follow through
D: Compliance = Reassuance + agreement + follow through
A
What does a perpetual inventory system do?
A: provides an up to the minute list of quantities of inventory on hand
B: provides inventory sales information whenever needed
C: provides an accurate detail of inventory levels at any time
D: tracts inventory items received
C
Reduces the quantities in the computer’s database as inventory is depleted
The mandatory FLSA, EEOC, FMLA, OSHA, and EPPA posters are made available through
A: Equal employment opportunity commission
B: US Dept of Labor
C: IRS
D: personnel consulting firms
B
What four steps should a manager take to intervene in and resolve staff conflicts?
A: confront the behavior, talk it out, hold employees accountable, follow up and share feedback
B: Identify problem areas, utilize progressive discipline measures, enforce the polyp, follow up and share feedback
C: conduct a staff meeting, use recent examples, set goals for desired behavior, closely monitor the situation
D: ask employees feedback to identify problems, find the truths, re-interlude the policy on conflict and closely monitor the situation
A
What is the recommended number of practice brochures to have printed at one time
A: one year supply
B: one month supply
C: half the number of active clients
D: six months supply
D
Which statement regarding the confidentiality of client information in the medical record is accurate.
A: the client information is confidential but the patient information is not considered confidential
B: it is unethical to release medical record or client info without a court order or owner consent
C: the information in the medical record is not confidential
D: it is unlawful to disseminate client information without a court order or consent of the client
B
What is the best measure of customer satisfaction?
Word of mouth referrals
Which of of the statements before regarding the I-9 is NOT true?
A: I9 should be kept for four years front the date of hire or one year from date of termination whichever is longer
B: I9 can be inspected at any time
C: verification documents do not have to be copied
D: I9 should not be filled out until the first date of employement
A should be kept 3 years not four
Income statements, Balance sheets and cash flow statements are all examples of Pro-Forma
True/false
A true
The diamond labeling on secondary dispensing containers is called what?
A: Hazardous materials identification system
B: chemical instability labeling system
C: national fire protection association
D: chemical safety data
C
Why should management analyze financial reports on a daily, monthly, yearly basis?
A: to identify problems sooner versus later
B: to review what has occurred in business
C: to increase awareness of reports
D: to assist in planning
A
THe funding standards applicable to employee benefits plans are regulated under
A: Employement retirement income security act
B: social security act
C: Internal Revenue Service
D: Savings incentive match plan for emplyoyees
A
Which is teh correct reporting scenario when a workplace injury occurs in a veterinary practice?
A: File a workman’s compensation report
B: complete an OSHA form 300 if the practice has more than 11 employees
C: complete an OSHA form 300
D: no report is necessary if the injury does not require medical treatment
B
If an employee takes leave under the Family Medical Leave act, what happens to his or her benefits?
A: the benefits remains he same as when the employee was working
B: the benefits continue but the employee contributes nothing because he or she is not working
C: the benefits are offered through COBRA during FMLA leave
D: the benefits are suspended until the employee returns
A
Using the metrics below, calculate the number of inventory turns per year
Enzymes chew in January: 4
Enzyme chews in December: 4
Total purchased for the year: 36
Inventory turns per year of the enzyme chew was?
9
How can a manager learn about all of the tools and settings of a new practice management software program?
A: attending continuing education seminars given by the software company
B: doing skills drills everyday on the new system
C: exclusively through reviewing material on the software company’s website
D: through reading articles in veterinary publications about software features
A
What should a practice do to help reduce the amount of negative office politics?
A: implement a policy that promotes team values, fairness, and open communication
B: owner should talk with the employees who are causing the negativity
C: The manager should find the source of negativity and follow the progressive discipline system in the employee manual
D: some negativity is normal and unless it is harmful can be ignored
A
Which option below is an ancillary benefit of a Ration -Based Inventory System?
A: fewer expired products, ease of use due to proximity
B: multiple team members are responsible for inventory which decreases stock outs
C: the system is not affected by staff turn over due to transparency in the system
D: duplication of drugs is minimized
D
A ration based (or central supply) has many ancillary benefits including, diminishing the amount of drugs on hand, easier to find, duplication is minimized, and price changes can be accommodated more quickly
Which items should be included in the calculation of the cost of holding a staff meeting?
A: Employee wages, food (optional), and hourly overhead for the meeting
B: length of meeting, wages, food, and lost profits
C: length of meeting, meeting time preparation, food, and wages
D: wages, meeting time preparation, missed doctor productivity, and food
B
The single most effective method of marketing a service to a client is what?
A: having the employees repeat the message a minimum of three times per visit
B: educational material that is attractive, easy to read, and focused on benefits of the service
C: creating a targeted marketing plan
D: using the assumption sale technique
D
The practice has a budget of $35,000 per month for flea/hw prevention. As of march, every month has totaled over $40,000 in flea/hw prevention, leaving a $5000 monthly_______
A. Anomaly
B: departure
C: variance
D: adjustment
C
What is the foundation for any cash management structure?
A: video surveillance and training
B: good internal controls and video surveillance
C: training and process
D: documentation and process
D
Which is the most important factor of the 20-factor common law test?
A: the location in which the work is performed
B: the right to control and direct work
C: the way in which the individual is trained for the work
D: the number of clients/patients to which the individual provides services
B
Which statement is true regarding the protection of a pregnant worker’s job?
A: protected by the Social Security Administration because it is a short term disability
B: protected by Equal Emplolyment opportunity commission because discrimination based upon pregnancy constitutes unlawful sex discriminimation
C: protected by Civil Rights Act because discrimination based upon pregnancy constitutes unlawful sex discrimination
D: protected under the Americans with Disabilities Act because pregnancy constitutes a sort term disability
C: pregnancy discrimination act falls under the Civil rights act
Kinetics, proxemics, and autonomic shifts are all examples of:
A. Personality profile quadrants
B: non verbal communication
C: spatial boundary tolerance in individuals
D: none of the above
B
Five tiers of owner income compensation: 1–compensation for veterinary efforts, 2–compensation for management efforts, 3–equalizing owner perks, 4–profits reflected as a return on investment and
A: Distribution of remaining profit
B: Complete benefit package
C: regular draws against the value of the practice
D: base salary with no commission variables
A
What tool can provide good insight into problems or issues that may not have yet surfaced within a practice?
A: employee survey
B: suggestion box
C: client satisfaction survey
D: employee self-evaluation
A
Daniel Goldman introduced the mixed model of Emotional Intelligence and in that model the four competencies that drive leadership. What are those five skills?
A: Comprehension, responsiveness, impulse controls, judgement, and discernment
B: Self-discipline, perception, sympathy, communication skills and intent
C: self awareness, motivation, social skills, empathy and self-regulation
D: integrity, decisiveness, commitment, accountability and creativity
C
What do we call the following formula:
Assets= Liabilities + Owner’s Equity
A: present value equation
B: net income equation
C: cash flow equation
D: accounting equation
D
What two elements are essential for the creation of a bailment?
A: a written and signed agreement defining the specific bailment and a naming all potential Bailees and Bailors that may be involved
B: physical delivery of the property by the Bailor and knowing acceptance for he property by the Bailee
C: that the Bailee provide a level of care appropriate to the circumstances and that the Bailor was instrumental in defining those levels of care
D: the bailor has informed the Bailee of all known special care necessary to succeed in the role of Bailee and the Bailee has agreed to accepting the responsibility for the special care
B
The Bailment is defined as a delivery of something of a personal nature by one party to to other to be held according to the agreements. The object of the delivery is to be returned or delivered over when the purpose was accomplished. Whenever a veterinarian has possession of a client’s animal, a bailment has taken place. A written boarding agreement is an example of a written bailment.
A clear statement to the agreement of the terms that is offered is called a what?
Express acceptance
(Other is implied acceptance)
In a covenant not to compete the scope of activity is generally restricted and includes a time limitation and geographic constraint
True/False
True
What laws involve a person who has been authorized to act on behalf of another?
A: Law of authority
B: Law of agency
C: Law of power of attorney
B
What is the 4th element of a contract?
A: contract final agreement
B: intent to contract
C: agreement to complete
B
According to the Fair labor standards act if a relief veterinarian has a set schedule with your practice but also continues to provide random relief shifts for other practices, are they considered an independent contractor?
No because of the set schedule
When it comes to the employment of minors, which age group can only work 3 hrs per day during schools days and 8hours on non-schools days? They also cannot begin work prior to 7am
A: 14-15 year olds
B: 14-16 year olds
C: any employee under 17 years of age
A
____ occurs when submission to or rejection of unwelcome sexual conduct is used as the basis of employment decisions affecting the individual (applies to protected classes as much as it does gender)
A. Equal exchange burden
B. Quid pro quo
C. Tit for Tat
B
Who enforces the federal laws prohibiting employment discrimination?
A. The Fair Labor Standards Act
B. The Civil rights act
C. The Equal Employment Opportunity Commision
C
In most states The Principles of veterinary medical ethics of the AVMA can actually be enforced by law
True/False
False, principles are baes more on professional relationships one has with colleagues than moral and ethical issues relating to animals and they can not be enforced by law as written
Client confidentiality is a critical part of our profession, with that in mind, when is it considered acceptable for a member of the practice to take clients lists and information when they are departing?
A. Never
B. When they maintain “relief DVM” relationship with the practice
C. It depends upon what the agreement was with the practice
C
Does the VHMA have a code of ethics?
Yes/No
Yes
Which of the following are NOT acceptable contacts for employees to discuss client or patient confidences?
A. Client’s agent
B. Concerned co-worker
C. Co-workers involved in that patient’s care
B
When considering compliance with the OSHA regulations, it is essential for employers to conduct and document which of the following two steps in employee management?
A. Orientation and training
B. Training and documentation
C. Indoctrination (training) and counseling during high-risk situations
D. Training and injury and illness reports
C
Where large accidental spills of a halogenated anesthetic agent occurs and there is insufficient ventilation to adequately reduce airborne levels, which of the following choices represent a type of personal protective equipment that should be provided for use during cleanup?
A. Any type C supplied air respirator
B. Gloves and goggles
C. Face shields, and chemical protective clothing
D. All of the above
A.
