Veterinary Practice Management and Interpersonal Communication

Question 1

Referral Facility

Answer 1

A veterinary hospital that employs specialists secondary care provider

Question 2

Office Manager

Answer 2

A manager who oversees the reception area of a veterinary hospital

Question 3

Practice Manager

Answer 3

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

Question 4

Hospital Administrator

Answer 4

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

Question 5

Nosocomial Infections

Answer 5

Infections that spread to patients from the hospital environment

Question 6

Nonverbal Communication

Answer 6

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

Question 7

Clarity

Answer 7

Communicating clearly using proper grammar and articulation

Question 8

Courtesy

Answer 8

Showing genuine concern and respect when communicating

Question 9

Empathy

Answer 9

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

Question 10

Human Resources

Answer 10

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

Question 11

Organizational Chart

Answer 11

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

Question 12

Job Description

Answer 12

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

Question 13

Total Compensation

Answer 13

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

Question 14

Marketing

Answer 14

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

Question 15

Internal Marketing

Answer 15

Marketing that is aimed at the existing client base

Question 16

Advertising

Answer 16

Paid announcements in print, broadcast, or electronic media

Question 17

Balance Sheet

Answer 17

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

Question 18

Income Statement

Answer 18

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

Question 19

Average Transaction Charge

Answer 19

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