Podcast
Questions and Answers
What is the best way to address a client's potential financial difficulties in paying for veterinary services?
What is the best way to address a client's potential financial difficulties in paying for veterinary services?
- Say, 'How will you be paying for today's visit? We accept cash, checks, and credit cards.'
- Provide an estimate before the client consents to treatment. (correct)
- Give the client the bill at the end of the visit and do not offend him or her by inquiring about money beforehand.
- Insist on full payment before an examination is initiated.
Inventory costs at 14% and habitual use of reorder points are two factors in inventory management that would indicate:
Inventory costs at 14% and habitual use of reorder points are two factors in inventory management that would indicate:
- That too much space and capital are tied up in inventory
- That the practice is ordering drugs in quantities that are too small and must reorder too often
- An efficient and well-run inventory program (correct)
- That the practice is ordering too many drugs that are expiring before they can be used
A client calls to ask for advice regarding her dog that has vomited several times. Which of the following is an appropriate response?
A client calls to ask for advice regarding her dog that has vomited several times. Which of the following is an appropriate response?
- 'I cannot give you advice over the phone. Please bring the dog in for examination.'
- 'We don't offer first aid advice over the telephone. Perhaps another veterinary practice can help you.'
- 'Yes, I'm sure we can help your dog. May I make an appointment for you so the doctor can examine the dog?' (correct)
- 'Try giving the dog some Pepto-Bismol. If that doesn't work, there's not much more you can do for him.'
Which statement concerning medical records is most accurate?
Which statement concerning medical records is most accurate?
When a practice has a loss of a product without explanation, this is referred to as:
When a practice has a loss of a product without explanation, this is referred to as:
A client's first impression of the veterinary practice begins:
A client's first impression of the veterinary practice begins:
Phone etiquette is illustrated by:
Phone etiquette is illustrated by:
A congenital condition is defined as:
A congenital condition is defined as:
A percentage that the policyholder is responsible for after the deductible has been met is referred to as:
A percentage that the policyholder is responsible for after the deductible has been met is referred to as:
A dispensing fee is added to a medication to:
A dispensing fee is added to a medication to:
Communication with clients occurs in which form?
Communication with clients occurs in which form?
All of the following information must be included on a prescription label, except:
All of the following information must be included on a prescription label, except:
The federal act that prevents someone from using unruly tactics when trying to collect on an overdue account is:
The federal act that prevents someone from using unruly tactics when trying to collect on an overdue account is:
Conditions or abnormalities that are transmitted from the parents to the offspring and that can cause death or illness are known as:
Conditions or abnormalities that are transmitted from the parents to the offspring and that can cause death or illness are known as:
The shelf life of an item should not exceed which of the following?
The shelf life of an item should not exceed which of the following?
OTC products can be sold under which of the following conditions?
OTC products can be sold under which of the following conditions?
A term used to price a product based on a percentage of the cost is the:
A term used to price a product based on a percentage of the cost is the:
An account receivable is the:
An account receivable is the:
The inventory point at which additional product is ordered is known as:
The inventory point at which additional product is ordered is known as:
SOP is defined as:
SOP is defined as:
What form should be signed by the client indicating that all information about a medical procedure has been provided?
What form should be signed by the client indicating that all information about a medical procedure has been provided?
Animals that are leaving the United States for export to another country may be required to receive a:
Animals that are leaving the United States for export to another country may be required to receive a:
If a practice allows clients to charge services, the total AR should never exceed:
If a practice allows clients to charge services, the total AR should never exceed:
The most correct answer regarding debt collection is:
The most correct answer regarding debt collection is:
The Fair Debt Collections Act allows:
The Fair Debt Collections Act allows:
Estimates for a procedure should be reviewed with the client:
Estimates for a procedure should be reviewed with the client:
Any accident or illness contracted, manifested, or incurred before an insurance policy activation is referred to as:
Any accident or illness contracted, manifested, or incurred before an insurance policy activation is referred to as:
POMR refers to:
POMR refers to:
SOAP refers to:
SOAP refers to:
Total inventory costs should remain at:
Total inventory costs should remain at:
Determine the client's charge for a bottle of Rimadyl that costs the practice $86.00 to purchase. The product markup is 100%.
Determine the client's charge for a bottle of Rimadyl that costs the practice $86.00 to purchase. The product markup is 100%.
Which is the most appropriate label direction on dispensed medication?
Which is the most appropriate label direction on dispensed medication?
Determine the client's charge for a product that costs the practice $36.00 to purchase, with a 0% markup fee:
Determine the client's charge for a product that costs the practice $36.00 to purchase, with a 0% markup fee:
A euthanasia form authorizes:
A euthanasia form authorizes:
Indemnity insurance offers:
Indemnity insurance offers:
Surgical patients must be examined within how many hours prior to anesthesia?
Surgical patients must be examined within how many hours prior to anesthesia?
Trust and compliance can be built by:
Trust and compliance can be built by:
Assisting clients in the bereavement process includes:
Assisting clients in the bereavement process includes:
The first stage of grief is:
The first stage of grief is:
Active listening is conveyed by:
Active listening is conveyed by:
Team members that maintain eye contact with clients make the client feel:
Team members that maintain eye contact with clients make the client feel:
People communicate in many ways, including reading, writing, listening, speaking, and body language. Which of the following statements is the most accurate?
People communicate in many ways, including reading, writing, listening, speaking, and body language. Which of the following statements is the most accurate?
As a veterinary staff member who handles most of the euthanasia in a practice, what is an appropriate step for you to take to handle your feelings of loss?
As a veterinary staff member who handles most of the euthanasia in a practice, what is an appropriate step for you to take to handle your feelings of loss?
Positive body language includes eye contact, facial expression, and:
Positive body language includes eye contact, facial expression, and:
The ultimate role of the veterinary technician in the bond between a client and pet is to:
The ultimate role of the veterinary technician in the bond between a client and pet is to:
Scheduling appointment time with a grieving client following the loss of a pet is an example of which step in the grief counselling process?
Scheduling appointment time with a grieving client following the loss of a pet is an example of which step in the grief counselling process?
Which is the best strategy for communicating lab test results that come in after an appointment?
Which is the best strategy for communicating lab test results that come in after an appointment?
Effective listening in the grief counselling process involves which of the following?
Effective listening in the grief counselling process involves which of the following?
When should written forms of communication be sent home with clients?
When should written forms of communication be sent home with clients?
The goal of communication is to:
The goal of communication is to:
Summarizing what a client expresses is referred to as:
Summarizing what a client expresses is referred to as:
Study Notes
Financial Management in Veterinary Services
- Address potential financial difficulties by providing treatment estimates before client consent.
- Ensure clear understanding of payment methods upfront to alleviate concerns.
Inventory Management
- Inventory costs at 14% and reorder points indicate an efficient and well-run inventory program.
- Shrinkage refers to unexplained product loss and should be monitored for operational efficiency.
Client Communication
- The first impression of a veterinary practice begins with the client's initial phone call.
- Use a friendly tone of voice in phone etiquette to create a welcoming environment.
Medical Records and Legalities
- Medical records must be updated at the time services are rendered.
- The Fair Debt Collection Practices Act protects clients from aggressive debt collection tactics.
Client Engagement and Understanding
- Appropriate responses to client inquiries emphasize the importance of scheduling appointments for further examination.
- Clear communication, including written and verbal forms, fosters trust and compliance with clients.
Prescriptions and Medications
- Prescription labels must include essential details such as drug name and strength, but not necessarily the product lot number.
- A dispensing fee recoups costs related to labeling and medication packaging.
Grief Counseling and Support
- Assisting clients in memorializing their pets promotes healing during bereavement.
- Active listening in grief counseling is facilitated by thoughtful silence and tolerance for silence.
Financial Policies and Procedures
- Accounts receivable represent the amount clients owe to the practice; total outstanding balances should be monitored to stay within 4% to 5% of revenue.
- Surgical patients must be examined within 12 hours prior to anesthesia to ensure safety.
Effective Communication Strategies
- Body language accounts for over half of person-to-person communication; positive body language includes maintaining eye contact and facing the speaker.
- Summarizing a client's expression is known as reflection, an essential component of effective listening.
Euthanasia and Ethical Practices
- Euthanasia forms must specify humane death authorization, ensuring ethical standards are upheld in veterinary practices.
Client Experience and Follow-Up
- Follow up with clients regarding lab test results promptly over the phone to maintain transparency and trust.
- Written communication should be sent home after every visit to reinforce care instructions and policies.
Veterinary Technician's Role
- Veterinary technicians should focus on fostering a strong bond between clients and pets, serving as partners in maintaining that connection.
General Knowledge on Insurance and Costs
- Indemnity insurance provides compensation for the treatment of sick or injured pets.
- Markup is the method used to price products based on a percentage of cost, impacting overall revenue.
Continuing Education and Regulations
- Understanding regulations regarding OTC product sales is crucial; products may be sold without a current client-patient relationship.
- Engaging in ongoing education and communication can help improve client trust and practice reputation.
Studying That Suits You
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Description
Test your knowledge on effectively addressing clients' financial concerns in veterinary practice with our Chapter 2 flashcards. Learn the best practices for handling payment inquiries and providing estimates before treatment. This quiz will help you navigate the sensitive issue of money with professionalism.
