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VETS1018 > Veterinary Communication > Flashcards

Veterinary Communication Flashcards

1
Q

Core client comunication skills (2)

A
  • efficient and effective
  • build rapport and trust
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2
Q

Key to building client relationships (6)

A
  1. Recognise and acknowledge the human-animal relationship
  2. Be empathetic
  3. Use efficient handling
  4. Gather verbal and non-verbal info
  5. Establish patient and client needs
  6. Eye contact, greeting, be nice
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3
Q

How to establish client wants (4)

A
  1. Personalise - Ask for their interpretation, empathise with their concerns, give options
  2. Handle their pet well
  3. Explain clearly in easy to understand terms
  4. Listen and Care
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4
Q

Communication is..

A
  • Relationship centred –> shared decision making
    1. Interaction
    2. Feedback
    3. Collaboration
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5
Q

8 Step-Skills to communicating with the client:

A
  1. Introductions and agenda
  2. Non-verbal communication awareness
  3. Using open + closed ended questions
  4. Not interrupting, pause.
  5. Reflective listening
  6. Great explanations (Chunk and Check)
  7. Demonstrate empathy
  8. Sign post
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6
Q

Avoid barriers… (eg)

A
  • Tables
  • The pet
  • Computer
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7
Q

Observe and be aware of spatial relationships.. (2)

A
  • between you and the owner
  • between pet and owner
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8
Q

Paralanguage (5)

A
  • Voice tone
  • Rate
  • Rhythm
  • Emphasis
  • Volume
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9
Q

Non Verbal communication (6)

A
  • Body language
  • Facial expressions
  • Gestures
  • Position
  • Tension
  • Touch
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10
Q

Open ended questioning technique (eg)

A
  • How or What
  • “tell me” or “describe for me”
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11
Q

Close ended questioning technique

A
  • Specific questions
  • Yes or No answers
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12
Q

Have a logical structure to interactions with client ()

A
  1. Preparation
  2. Initiate consult
  3. Gather information
  4. Physical exam
  5. Explain and Plan
  6. Close consult
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13
Q

Steps to Reflective Practice ()

A
  1. Experience
  2. Observation and reflection
  3. Conceptualisation and generalisation
  4. Planning/Testing
    (repeat)
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14
Q

Medical terminology basic structure (4)

A
  1. Prefix
  2. Root
  3. Suffix
  4. Combining vowels
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15
Q

What do prefixes indicate?

A

a location, direction, type, quality or quantity

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16
Q

What do roots indicate?

A

the essential meaning (eg cardi = heart)

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17
Q

What do suffixes indicate?

A

A speciality, test, procedure, function, disorder or status

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18
Q

What is the purpose of combining vowels?

A

Aids pronunciation

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19
Q

How do vets manage cases? (6)

A
  1. Patient records
  2. Hospital charts
  3. Whiteboards - surgical lists etc
  4. Handover
  5. Rounds
  6. telephone
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20
Q

What is on medical records? (HEAP or SOAP)

A

H = history
E = exam (physical)
A = assessment (problem list, differential dignosis)
P = plan

S = subjective - history
O = objective - physical exam
A = assessment
P = plan

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21
Q

Structuring formal emails/letters

A

I cant be bothered to write them, use ur common sense

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22
Q

When emailing/sending letters, it is important to…

A

Follow up

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23
Q

Cephal

24
Q

Rhin

25
Q

Lingu

26
Q

Encephal

27
Q

Crani

28
Q

Ophthalm/ocul

29
Q

Ot/aur

30
Q

Tympan/myring

31
Q

Faci

32
Q

Odont/dent

33
Q

Cardi

34
Q

Hem/Sangu

35
Q

Angi

A

blood vessels

36
Q

Aort

37
Q

Arteri

38
Q

Ven/phleb

39
Q

Cost

40
Q

Myo

41
Q

Carp

42
Q

Scapul

43
Q

Arthr/o

44
Q

Brachi

45
Q

Dorsa

46
Q

Oste

47
Q

Pod/ped

48
Q

Sarc/o

A

connective tissue

49
Q

Append

50
Q

Col

A

large intestine/colon

51
Q

Esophag

52
Q

Hepat

53
Q

Gastr

54
Q

Ren/neph

55
Q

Enter/o

A

small intestine

VETS1018 (24 decks)

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