Veterinary Office Procedures Exam Guide Questions and Answers with Complete Solutions Graded A 2024

The Continuing Education requirement for Veterinary Technicians in the state of Florida is - 15 hours per 2 years Receptionists are __________ to the success of the hospital. - Critical According to studies, the most common reason as to why clients stop coming to a veterinary practice is - attitude or indifference by some employees in the practice As a receptionist, your MAIN goal is to: - to make an appointment What percent of phone shoppers should become clients? - 70% Every hospital should have implemented - a vision, a mission, and a list of hospital values True or False: Emotional Intelligence is defined as the ability to identify, assess, and control one's emotions - True According to the text, if clients do not understand the need for a service - they will not accept it True or False: Client grievances should be handled immediately and professionally - True Qualities of a good team player would be: - willing to sacrifice for the benefit of the team, ability to solve problems, willing to try something new, willing to let the team leader lead _______ ______ is defined as having a licensed veterinarian on premises and readily available while a veterinary technician completes certain duties - Direct Supervision A veterinary technologist can be a graduate of a _______ in veterinary technology accredited by the AVMA - 4 year BS Veterinarians are the only members of the team allowed to ____________,__________________, and _________________ - Diagnose, prescribe medications, and perform surgery True or False: Cross-training team members in all areas of the practice is not crucial. - False One of the most important skills for effective leadership is to be an effective ____________. - Communicator What is defined as the ability to identify, assess, and control one's emotions? - Emotional Intelligence The __________ is defined as the purpose of the hospital. - Mission Statement The desired future of the practice is it's - Vision Increasing staff efficiency can increase - quality of patient and client care What are the 4 R's of team management? - Responsibility, respect, rapport, and recognition The goal of the receptionist is to provide service, support quality patient service and care, and to _______ patients. - Triage True or False: The four components of the human voice are volume, pitch, rate and quality. - True __________ can help facilitate difficult situations with clients. By doing this, team members can anticipate correct responses to give in potentially difficult situations. - Role-playing True or False: A receptionist should not know how to control the conversation with client. - False True or False: It is acceptable to let the client know there is another call waiting and they will get a call back within the next 10 minutes. - True As a general rule, the phone should not ring more than _________ - two times A one minute hold feels like _______ minutes to a client. - Five What percent of shoppers should turn in to clients? - 70% True or False: The law does not require consent forms. - True Client compliance can be improved by verbal and ________ communication. - Written True or False: It is acceptable to let a client know that there is another client waiting and that someone will call them back with more information in approximately 10 minutes. - True Asking _____ ended questions when on the phone with clients can help control the conversation. - Closed Client hold time should not exceed - 1 minute Clients draw preliminary opinions about the practice within the first ________ of entering the building. - 2-5 minutes True or False: Clients should be asked to sign a medical records release form in order to comply with the Privacy Act of 1974. - True Always show the client the _______ of the services provided when presenting the invoice or estimate. - value True or False: Clients do not need to fully understand procedures that are being performed on their pets. - False Small animal practices will lose _________ of clients each year. - 10-15% How should an angry client be handled? - calmly What would be an appropriate body stance when addressing clients? - open arms, back straight with an open welcoming smile The human-animal bond is an _________ bond that forms as a benefit to both humans and animals. - Emotional True or False: The veterinary team does not play a role in strengthening the human-animal bond. - False True or False: Many clients do not have the support of the human-animal bond in their home or work environment. - True __________ listeners keep eye contact and nod their heads in understanding. - Active Understanding the ______ process clients experience can help team members handle euthanasia situations better. - Grieving True or False: A team member should never tell a client "Now is the time to euthanize". - True