Veterinary business and communication Flashcards
What is the RCVS Practice Standards scheme?
A voluntary initiative to accredit vet practices in the UK. It promotes gold standard care and practice.
How often is a practice inspected as part of the PSS scheme?
Every 4 years
How many UK practices are part of PSS?
Around two thirds of those in the UK
What is the lowest level that a practice must work at?
Core standards - this is mainly just meeting the legal requirements to run a vets
What does the PSS do?
Give areas of practice to improve and maintain and recognise areas of good or outstanding practice and commend that
What is required for a practice to meet core standards?
Must meet legal requirements and follow relevant legislation, as well as the relevant codes of professional conduct
What is required for a practice to meet the standards of General Practice?
Encompasses core standards, but the practice must show extra considerations that benefit the veterinary team, patients and clients - this may be a dedicated isolation wards, ensuring there are enough staff, and an aseptic theatre
What is required for a practice to meet the standards of Small Animal Emergency Service Clinic?
The practice must meet the core and GP standards, but then be able to accept emergency and critical cases without an appointment. Other requirements may be provision of OOH, or specialist equipment
What is require for a practice to meet the standards of a veterinary hospital?
Must meet all core, GP and SAESC requirements. Hospitals will have the facilities and protocols that allow them to investigate and treat the more complex cases
What are the areas of practice that the PSS offer awards in?
There are 7 in total
- team and professional responsibility
- client services
- patient consultation service
- diagnostic service
- inpatient service
- emergency and critical care service
- environmental sustainability
The award may be ‘good’ or ‘outstanding’
Who may inspect on behalf of the PSS?
Both vets and RVNS that have undergone the correct training
Can a newly formed practice join the PSS?
Yes, they will have an initial visit within the first 12 months, and then subsequent visits every 4 years
What are the rules surrounding a training practice and PSS?
They must be at least GP level, but can be higher.
What are the key parts of the professional code of conduct that cover pet insurance?
- a pet insurance policy is a contract between the animal owner and the insurer.
- the vet is the middle man, and can only submit insurance claims at the request of the client
- all claims forms must be completed carefully and honestly (by both vet and owner)
- any VS fraudulently filling in insurance details can be struck off the register
- the existence of an insurance policy is not an excuse to charge inflated fees
- a VS should be careful when treating their own or family animals
- a VS should not be seen to favour a particular insurer
What are the rules surrounding referrals and second opinions?
- a vet should facilitate a client’s request for a referral or second opinion
- a vet should not knowingly take over a colleague’s case without informing that colleague and requesting a clinical history
- a vet should check if a patient is receiving treatment elsewhere, and if so , request the history. if the owner declines to allow the history to be sent, the case should be declined.
- emergency treatment may be given without a clinical history from a previous vets
- under new GDPR laws, client consent must be gained before history is sent to another vets
What is a referral?
Where a client and patient are sent to another, usually more specialised vet or practice for treatment or surgery. This may be to benefit from specialised equipment, staff with more experience in a certain area.
What are some examples of specialist diagnostic area?
MRI (magnetic resonance imaging)
Orthopaedics
Ophthalmology
Behavioural therapy
Cardiology
Oncology
Who makes the initial contact when a patient is referred?
The initial treating vet, but consent should be gained from the client as the history will have to be sent. Animals are usually treated for a specific issue, and then they return to their regular vet.
Who may seek a second opinion?
Usually done by a client, and may be internal or external. Vets cannot stop a client seeking a second opinion
What are some of the main reasons for second opinions being sought?
Client frustration and lack of client trust
Define SUPERSESSION
Replacement of a person or thing previously in authority or use. In the case of veterinary, it means when another practice takes over a patient’s primary care
Define ETHICAL MARKETING
Any business strategy that aims to be morally correct - it will aim to benefit society through environmental, socioeconomic, or public health means rather than focusing on an individual or business