Veterinary Office Managment Flashcards
What do team members contribute?
Ideas Responsibility and Initiative
What are the rights of each team member?
- Safe working environment
2. Proper personal protection must be provided (ex. aprons gloves, safety glasses, etc)
What are kennel assistant duties?
maintain clean and healthy environment cleaning procedures understand mixing and cleaning chemicals skills in restraining handle emergency situations
What are duties of Vet assistants?
assist veterinarians and vet techs
excel in restraint, lab skills, patient care and client relations
What are duties of Veterinarian Techs?
Graduate AVMA program
pass VTNE
CE requirements
follow vet practive act statutes
Veterinarian Technologist
Bachelors in animal science, veterinary technology, human relations and marketing
Veterinary Tech Specialties
Has individual requirements, such as experience and education
Has 16 different specialties
What are receptionist duties?
greets and welcomes clients, answers phones, accepts payments,
What are office manager duties?
Oversees the reception team, accounts receivable, bank deposits
Practice managers duties?
Develops training procedures, client and personal relations, reviews medical records, marketing, practice runs efficiently, organized
What are the top three reasons for conflict?
Gossip, lack of training and lack of communication
How should an unsatisfied client be handled?
Take client into an exam room, listen, repeat, create solution, do not argue
What are common canine diseases?
Coronavirus Distemper Hepatitis Kennel Cough Lepto Lyme Parvo Rabies
What are common feline disease?
Calicivirus Chlamydia Feline Infection Peritonitis (FIP) Feline Immunodeficiency Virus (FIV) Chlamydia Panleukopenia Rhinotracheitis
What are common equine diseases?
Encephalomyelitis Influenza Potomac Horse Fever Rhinopneumonitis Strangles Tetanus Rabies
Common cattle diseases?
Bovine Viral Diarrhea Brucellosis Clostridia Rhinotracheitis Pinkeye Rabies
AST
Liver
ALT
Liver
Total Bili
Liver
Alk Phos
Liver
GGT
Liver
Total Protien
protein
Albumin
Protien
Globulin
Protein
A/G Ratio
Protein
Cholesterol
Lipids
BUN
Kidney
Creatine
Kidney
BUN/Crea Ratio
Kidney
Phosphorus
Mineral
Calcium
Mineral
Glucose
Diabetes
Amylase
Pancreas
Lipase
Pancreas
Sodium
Electrolytes
Phosphorus
Electrolytes
Na/K Ratio
Electrolytes
Chloride
Electrolytes
Triglycerides
Lipids
Magnesium
Minerals
Total T-4
Thyroid
T-4 Equil Dialysis
Thyroid
TSH
Thyroid
Bile Acids
Liver
WBC
white blood count
RBC
red blood cell count
HGB
hemoglobin concentration
HCT
hematocrit
MCV
mean corpuscular volume
MCHC
Mean cell hemoglobin concentration
What are different types of ways to get urine to perform an urinalysis?
Free Catch
Catheterization
Cystocentesis
Safety Precautions of radiographs
Check xray equipment yearly must 18 yrs or older dosimeters must be worn 5mrems per yr Max accumulation 5000 mrems per yr
What are different ways to administer meds?
PO
SQ
IM
IV
What to do with expired meds?
cannot be sold
lower efficacy
to dispose: dissolve in water and pour over cat litter
do not pour down drain per EPA
controlled substances must be reported to agency for disposal
What AAFCO mean?
Association of American Feed Control Officials
Established to regulate pet foods
They develop guidelines pet foods must follow
How to choose appropriate diet?
species, age, breed, activity, enviromental conditions
FLSA
Fair Labor and Standards Act
What does FLSA do?
Sets minimum wage and overtime regulations.
FMLA
Family and Medical Leave Act
Allows employees 12 weeks of unpaid leave for childbirth, and medical conditions
USERRA
Uniformed Services Employment and Reemployment Act
developed to protect individuals in the military
IRCA
Immigration Reform and Control Act
Prohibits discrimination against employees for national origin
Equal Employment Opportunity Act
Prevents discrimination based on race, color, gender, religion, and national origin
OSHA
Occupational Safety and Health Administration
Developed to protect employees in the workplace environment
Records?
Maintained for specific number of years
Varies by state
Must be kept in a locked cabinet
What the Veterinary Code of Ethics?
Standards of Behavior, Helps determine right from wrong,
Based on moral principles
What does negligence mean?
an act that a reasonable person under the same circumstances would not perform
What is malpractice?d
Results in injury to the patient as a result of neglect, can be intentional or unintentional, has to have a valid client-patient relationship,
What are some examples of malpractice?
incorrect drug administration, incorrect strength of drug administration, failure to clean animal, disease transmission, use defective equipment
What does Informed consent mean?
Owner must be made aware of risks, benefits and prognosis
Must be communicated in a way owners understand, must be documented in the medical record
What does uninformed consent mean?
blanket consent form
Who owns medical records?
Veterinary Practice
How to correct a legal document?
Crossed out with one line, write error and initial ( DO NOT USE CORRECTION FLUID)
What are the most common violations presented to board of vet medicine?
Conduct, records keeping, premises, violations, and pharmaceutical violations.
What makes vet practices unique?
Customer service, because in the eyes of the client vet medicine is all the same
What are the 4 P’s of marketing?
Product, place, price, promotion
What SWOT mean?
Strengths, weaknesses, opportunities, threats
Define branding?
defines the practice with design, phrase or personality.
What is indirect marketing?
goal to keep existing clients
examples are client education, literature packets, teammates who can educate clients confidently, facility cleanliness, proffesionalism
What is direct marketing?
Targets current and new clients, examples open house, celebrate grand openings, web pages
What is the goal of internal marketing?
To retain current clients, by senidng out reminders, recalls appts, newsletters, and social media
What is target marketing?
Directed towards current patients with specific conditions such as obesity, allergies, seniors, and unaltered.
What is external marketing?
advertises services to potential clients
examples social media, websites, newspaper ads, community participations
Accrual-based method
Income and expenses are recorded when they occur, includes accounts payable and accounts receivable
Cash-based method
income measured when cash received, and expenses are measured when cash is spent does not include accounts receivable
What is a balance sheet?
a financial report detailing practce assets, liabilities, and owner’s equity
What is a cash flow statement?
report on the sources and uses of cash during a given period of time
What is profit and loss statement
aka income statement and summary of income, expenses and profits
What is fixed cost?
A cost that does not change with the variation in business. Rent mortgage and utility costs remain the same regardless of how busy the practice is.
Variable cost
Any cost that varies with the volume of business for the practice. Medical supplies and drugs increase or decrease depending on volume of business
What does a budget mean?
an estimate of revenues and expenses for a given period
What is intangible property?
Nonphysical property that has value
What is tangible property?
Physical property that has value, such as desks, chairs, and equipment.
What do accounts payable do?
ensure expenses do not exceed income
What are fixed expenses?
administrative, facility, salary of dvms
What is gross revenue?
total money recieved before expenses or taxes
What are paraverbal skills?
enunciate words clearly, pay attention to tone of voice
What are nonverbal skills?
body language
How to improve verbal image?
Role-play common scenarios, provide CE, and practice proper enunciations of terms.
What are some nonverbal messages?
Folded arms, body posture, eye contact, facial expressin
What are barriers to client communications?
language, culture, client can be nervous or embarrassed, or team member lacks confidence
What is client compliance?
the number or percentage of clients who accept recommendations made by the team.
What are the five stages of grief?
denial, anger, bargaining, depression, accepting
How do pet’s experience death?
decreased appetite and activity, crying
What are controlled substances?
drugs that have high abuse potential
What are CS storage requirements?
must be kept in a irremovable wall/ground and must be logged
What must veterinarians have to dispense, prescribe, and order CS
DEA license
How many levels of controlled substances?
five stages
what are schedule I substances?
highest abuse potential, dispensed for research purposes only, DEA form 222 required, examples are heroin
What are schedule II CS?
High abuse potential, dispensed via written rx, no refills, dea form 222 required, ex are morphine, oximorphone
What are schedule III CS?
Abuse potential less than schedule II dispensed via written rx can refill 5x; restrictions DEA #
What are schedule IV CS?
Low abuse potential dispensed via written rx, can refill 5x restrictions DEA #
What are schedule V CS?
Low abuse potential, no DEA limits; restrictions DEA#
What are the requirements of CS record keeping?
must be kept for 2 years, DEA can inspect anytime, state board of vet med will inspect, maintain logs in separate place that drugs, logs for class II must stored in separate places from class III,IV,V
What should file include?
CS invoice, bottle #, stock supply sheet, drug log, discrepancies, CS inventory
What is DEA form106 used for?
used to report loss of 3% or more
How to handle expired CS?
send to reverse distributor for incineration, fill out DEA form 41 and maintain CS logs
How do you correct a mistake on a medical record?
Cross through the mistake, make correction, and initial error
Are medical records considered legal documents?
Yes
Can you use correction fluid on a medical record?
no
What type of file systems can be used to record medical records?
alphabetical or numerical
What does SOAP mean?
Subjective, objective, assessment, and plan
What does SOAP mean?
Subjective, objective, assessment, and plan
When are records considered inactive?
after 1 year
