BQA FINAL EXAM REVIEW
QUESTIONS WITH CORRECT
SOLUTIONS
A paper-based appointment book for a one-practitioner clinic should include how many
appointment columns per day?
A. 5
B. 4
C. 3
D. 2
E. 1 ANSW✅✅C
In which of the following ways can appointment software that is accessible via an in-house network
help a veterinary team increase its efficiency?
A. Allows multiple users to schedule client visits
B. Cheaper to set up than a paper-based appointment system
C. Enables to vet to see all the appointments for the day
D. Allows a practice manager to view the team's productivity
E. Enables easy access to patient medical records ANSW✅✅A
A client calls to schedule a wellness evaluation for a 5-year-old Yorkshire terrier dog. The
receptionist logs in the appointment and sees in the appointment scheduling software that the dog
is overdue for vaccinations and the client owes the practice $30 from a previous appointment. By
mentioning these things prior to the client arriving for the requested appointment, the receptionist
is most likely to be viewed as which of the following?
A. Value-oriented
B. Resistant to change
C. Marketing-focused
D. Reactive
E. Proactive ANSW✅✅E
A client calls to schedule a wellness evaluation for a 5-year-old Yorkshire terrier dog. The
receptionist logs it in the appointment book. When the client arrives, the client learns that the dog is
,overdue for vaccinations and that $30 is owed from a previous appointment. The client is annoyed
not to have been told of this when the appointment was booked. Which of the following best
describes how the client most probably views the practice's customer service?
A. Value-oriented
B. Resistant to change
C. Marketing-focused
D. Reactive
E. Proactive ANSW✅✅D
When a practice manager is setting up a template in a new appointment management system, which
of the following variables is the most appropriate and should be put in place first?
A. There is no appropriate order for inputting template parameters
B. Hours the practice is open
C. Medical records of current patients
D. Doctor's and technicians'
E. Usual surgical hours ANSW✅✅B
A practice manager is setting up a template in a new appointment management system. After
placing the hours of operation into the schedule, which of the following variables is the most
appropriate to schedule next?
A. There is no appropriate order for inputting template parameters
B. Date the system will next be upgraded and therefore shut down
C. Medical records of current patients
D. Usual surgical hours
E. Times the office is closed for staff or other meetings ANSW✅✅E
A practice manager is setting up a template in a new appointment management system. After
placing the hours of operation into the schedule and the hours the clinic is closed for staff meetings
and other meetings, which of the following variables is the most appropriate to schedule next?
A. Holidays when the office is closed
B. Date the system will nest be upgraded and therefore shut down
C. Medical records for current patients
D. Birth dates of staff members
,E. Usual surgical hours ANSW✅✅A
Which of the following best describes one of the key reasons for staggering client appointments in a
multi-veterinarian clinical practice?
A. Appointments do not need to be staggered
B. To ensure that walk-in customers are served
C. To alleviate crowding at the front desk
D. To avoid overwhelming each individual doctor with patients
E. To prevent overwhelming each individual technician with patients ANSW✅✅C
Which of the following are typically the busiest days at the veterinary practice?
A. There are no usual busy days in a practice; each clinic's schedule is unique
B. First business day after a holiday
C. Fridays, as most clients want to see the vet before the weekend
D. Last office day before a major holiday ANSW✅✅B
A vet is looking at the daily schedule and determines all the appointments for the day involve
routine care. At 9:30 a.m., however, a 3-year-old male mixed-breed dog is brought to the clinic after
being struck by a motor vehicle. The dog is bleeding from the nose and a wound on the head, is
breathing but is not alert, and appears to have two fractured forelimbs. The vet begins emergency
surgery on the dog. The receptionist begins to call the remaining appointments scheduled for the
day. After explaining that the doctor has an emergency to handle, which of the following is the most
appropriate next step?
A. Instruct the clients to come in at their scheduled times but to be prepared to wait until the vet
resolves the emergency
B. Refer the clients to another veterinary practice
C. Reschedule the vet's appointments
D. Tell the clients that they can come in today on a walk-in basis only ANSW✅✅C
Time in an appointment management system should be allotted to accommodate walk-in clients.
Which of the following best describes how walk-in appointment times should be set aside in an
appointment system?
A. 3-4 per hour for the whole team
B. 1-2 per hour for each vet
, C. 1-2 per hour for the whole team
D. 1-2 per day for each vet
E. 1-2 per day for the whole team ANSW✅✅B
Clients dropping off animals for treatment should give the technicians the animals' complete medical
history. Which of the following should be given to the clients?
A. Nothing needs to be given to the clients
B. Estimate of the charges
C. Copy of the practice's most recent client newsletter
D. Digital picture of the animal
E. Copy of the medical history ANSW✅✅B
A client who usually is never late for appointments at the clinic has not shown up for a scheduled
appointment nor did the client call the practice. Which of the following is the most appropriate
course of action to take the next time the client calls for an appointment?
A. Send a letter of dismissal to the client
B. Call the client and ask for an explanation of why the appointment was missed
C. Call the client to reschedule the appointment
D. Do nothing; wait until the client calls and reschedules the appointment ANSW✅✅C
A client arrives at the clinic with a cat 2 days earlier than the scheduled appointed time for a routine
wellness examination. The client claims this is the correct scheduled appointment, but the practice's
appointment management software states otherwise. Which of the following is the most
appropriate initial step that the receptionist should take?
A. Gently tell the client that she is mistaken and that the practice cannot see her until the scheduled
appointment two days from now.
B. Check the client's appointment card to ensure that the staff member did not write the wrong
date.
C. Make every attempt to get the client in to see the veterinarian.
D. Ask the next client if he minds if this client goes in to see the veterinarian before he does.
ANSW✅✅B
A client arrives at the clinic with a cat for a routine wellness examination 2 days earlier that the
scheduled appointed time. She claims this is the correct appointment time, but the practice's
appointment management software states otherwise. The receptionist checks the client's
QUESTIONS WITH CORRECT
SOLUTIONS
A paper-based appointment book for a one-practitioner clinic should include how many
appointment columns per day?
A. 5
B. 4
C. 3
D. 2
E. 1 ANSW✅✅C
In which of the following ways can appointment software that is accessible via an in-house network
help a veterinary team increase its efficiency?
A. Allows multiple users to schedule client visits
B. Cheaper to set up than a paper-based appointment system
C. Enables to vet to see all the appointments for the day
D. Allows a practice manager to view the team's productivity
E. Enables easy access to patient medical records ANSW✅✅A
A client calls to schedule a wellness evaluation for a 5-year-old Yorkshire terrier dog. The
receptionist logs in the appointment and sees in the appointment scheduling software that the dog
is overdue for vaccinations and the client owes the practice $30 from a previous appointment. By
mentioning these things prior to the client arriving for the requested appointment, the receptionist
is most likely to be viewed as which of the following?
A. Value-oriented
B. Resistant to change
C. Marketing-focused
D. Reactive
E. Proactive ANSW✅✅E
A client calls to schedule a wellness evaluation for a 5-year-old Yorkshire terrier dog. The
receptionist logs it in the appointment book. When the client arrives, the client learns that the dog is
,overdue for vaccinations and that $30 is owed from a previous appointment. The client is annoyed
not to have been told of this when the appointment was booked. Which of the following best
describes how the client most probably views the practice's customer service?
A. Value-oriented
B. Resistant to change
C. Marketing-focused
D. Reactive
E. Proactive ANSW✅✅D
When a practice manager is setting up a template in a new appointment management system, which
of the following variables is the most appropriate and should be put in place first?
A. There is no appropriate order for inputting template parameters
B. Hours the practice is open
C. Medical records of current patients
D. Doctor's and technicians'
E. Usual surgical hours ANSW✅✅B
A practice manager is setting up a template in a new appointment management system. After
placing the hours of operation into the schedule, which of the following variables is the most
appropriate to schedule next?
A. There is no appropriate order for inputting template parameters
B. Date the system will next be upgraded and therefore shut down
C. Medical records of current patients
D. Usual surgical hours
E. Times the office is closed for staff or other meetings ANSW✅✅E
A practice manager is setting up a template in a new appointment management system. After
placing the hours of operation into the schedule and the hours the clinic is closed for staff meetings
and other meetings, which of the following variables is the most appropriate to schedule next?
A. Holidays when the office is closed
B. Date the system will nest be upgraded and therefore shut down
C. Medical records for current patients
D. Birth dates of staff members
,E. Usual surgical hours ANSW✅✅A
Which of the following best describes one of the key reasons for staggering client appointments in a
multi-veterinarian clinical practice?
A. Appointments do not need to be staggered
B. To ensure that walk-in customers are served
C. To alleviate crowding at the front desk
D. To avoid overwhelming each individual doctor with patients
E. To prevent overwhelming each individual technician with patients ANSW✅✅C
Which of the following are typically the busiest days at the veterinary practice?
A. There are no usual busy days in a practice; each clinic's schedule is unique
B. First business day after a holiday
C. Fridays, as most clients want to see the vet before the weekend
D. Last office day before a major holiday ANSW✅✅B
A vet is looking at the daily schedule and determines all the appointments for the day involve
routine care. At 9:30 a.m., however, a 3-year-old male mixed-breed dog is brought to the clinic after
being struck by a motor vehicle. The dog is bleeding from the nose and a wound on the head, is
breathing but is not alert, and appears to have two fractured forelimbs. The vet begins emergency
surgery on the dog. The receptionist begins to call the remaining appointments scheduled for the
day. After explaining that the doctor has an emergency to handle, which of the following is the most
appropriate next step?
A. Instruct the clients to come in at their scheduled times but to be prepared to wait until the vet
resolves the emergency
B. Refer the clients to another veterinary practice
C. Reschedule the vet's appointments
D. Tell the clients that they can come in today on a walk-in basis only ANSW✅✅C
Time in an appointment management system should be allotted to accommodate walk-in clients.
Which of the following best describes how walk-in appointment times should be set aside in an
appointment system?
A. 3-4 per hour for the whole team
B. 1-2 per hour for each vet
, C. 1-2 per hour for the whole team
D. 1-2 per day for each vet
E. 1-2 per day for the whole team ANSW✅✅B
Clients dropping off animals for treatment should give the technicians the animals' complete medical
history. Which of the following should be given to the clients?
A. Nothing needs to be given to the clients
B. Estimate of the charges
C. Copy of the practice's most recent client newsletter
D. Digital picture of the animal
E. Copy of the medical history ANSW✅✅B
A client who usually is never late for appointments at the clinic has not shown up for a scheduled
appointment nor did the client call the practice. Which of the following is the most appropriate
course of action to take the next time the client calls for an appointment?
A. Send a letter of dismissal to the client
B. Call the client and ask for an explanation of why the appointment was missed
C. Call the client to reschedule the appointment
D. Do nothing; wait until the client calls and reschedules the appointment ANSW✅✅C
A client arrives at the clinic with a cat 2 days earlier than the scheduled appointed time for a routine
wellness examination. The client claims this is the correct scheduled appointment, but the practice's
appointment management software states otherwise. Which of the following is the most
appropriate initial step that the receptionist should take?
A. Gently tell the client that she is mistaken and that the practice cannot see her until the scheduled
appointment two days from now.
B. Check the client's appointment card to ensure that the staff member did not write the wrong
date.
C. Make every attempt to get the client in to see the veterinarian.
D. Ask the next client if he minds if this client goes in to see the veterinarian before he does.
ANSW✅✅B
A client arrives at the clinic with a cat for a routine wellness examination 2 days earlier that the
scheduled appointed time. She claims this is the correct appointment time, but the practice's
appointment management software states otherwise. The receptionist checks the client's
