Veterinary Practice Management and Interpersonal Communication Flashcards

1
Q

Referral Facility

A

A veterinary hospital that employs specialists secondary care provider

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2
Q

Office Manager

A

A manager who oversees the reception area of a veterinary hospital

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3
Q

Practice Manager

A

A manager who oversees all aspects of a veterinary hospital, with the exception of medical decisions.

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4
Q

Hospital Administrator

A

A manager who oversees all aspects of a veterinary hospital, including medical decisions

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5
Q

Nosocomial Infections

A

Infections that spread to patients from the hospital environment

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6
Q

Nonverbal Communication

A

All of the behavioral signals that pass between interacting individuals, exclusive of verbal content

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7
Q

Clarity

A

Communicating clearly using proper grammar and articulation

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8
Q

Courtesy

A

Showing genuine concern and respect when communicating

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9
Q

Empathy

A

The ability to understand the position of another person and to communicate the understanding to that person

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10
Q

Human Resources

A

Activities related to the hiring training managing and terminating of the people who work in a business

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11
Q

Organizational Chart

A

A visual representation of how departments and employees positions in a business are aligned

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12
Q

Job Description

A

A document that outlines the duties and attributes of someone who fills a particular position

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13
Q

Total Compensation

A

The salary / wages and benefits offered to an employee who works in a particular position

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14
Q

Marketing

A

All activities necessary to obtain and retain clients and enhance the awareness and standing hospital in the community

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15
Q

Internal Marketing

A

Marketing that is aimed at the existing client base

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16
Q

Advertising

A

Paid announcements in print, broadcast, or electronic media

17
Q

Balance Sheet

A

A financial statement that summarizes the financial position of the practice at a point in time, showing all assists and liabilities

18
Q

Income Statement

A

A financial statement that reflects the financial performance of a business between two points in time

19
Q

Average Transaction Charge

A

A metric calculated by dividing the total revenue of the practice by the total number of transactions