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What are some tools you should have ready at the phone ?
- Message pads
- Pens and pencils
- Fee schedule list
- Appointment book
- Calendar
- List of frequently called numbers - drs
- List of frequently requested number - groomers, boarders
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How do you transfer calls ?
- Get client information
- Explain to them what you are going to do
- Inform the person you are transferring the call to of all the pertinent information. Who, why what caller wants.
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What information do you need to take for a telephone message?
- The date and time the call was received
- The caller's name and number - make sure you know when is a good time for them to call back
- What the call pertains to
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What information is required for taking a call at a large animal clinic ?
- Does the vet know the client ? Obtain first and last name and a telephone number
- Has he/she been ou t to their farm before?
- How many animals and the nature of the farm
- Advise the farmer to be there when the vet arrives
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How do you respond to telephone shoppers ?
- Try to make a bond, ask their name or their pets name
- Ask for pertinent details that you may require for the estimate
- Make sure that you briefly outline the details of the service
- Offer to send them a hard copy of estimate
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How do you deal with conflict ?
- Remain calm
- Stand at eye level
- Active listening
- Try to see the situation from their perspective
- Do not be defensive
- If possible, begin by agreeing with them
- Then give your side of the story
- Ask what you can do to remedy the situation
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Conflict can a occur from differences in ?
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What are the 5 personality styles ?
- Turtle: withdrawing
- Shark: forcing
- Teddy bear: smoothing
- Fox: compromising
- Owl: confronting
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What are the 4 different generations ?
- Traditionalists: loyal
- Baby boomers: optimistic/idealistic
- Generation Xers: skeptical
- Millennial Generation: realistic
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What information is required when booking an appointment ?
- Clients last name
- Patient name
- Patient Species
- Telephone #
- Reason for appointment
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What are goals to an idea appointment system ?
- Minimize waiting time
- Flexible scheduling to accommodate client work schedules
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What are some things to consider when setting definitions and scheduling policies ?
- What is an emergency? Times should be left for them
- What can wait and how long
- How many time slots should be allowed for emergencies, urgent cases, technician procedures, ..
- How does one handle the problem areas.. walkins, no shows, cancellations or rescheduling
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What are some common pitfalls to scheduling ?
- Not enough space in book for all client information
- The format of the book is inconsistent with the practice's appt. system
- The times alloted do not match the time necessary to perform the requested service
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What are some special considerations in the appt. system ?
- Aggressive animals
- Contagious animals
- Drop offs
- Surgeries
- X-rays
- Euthanasias
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How to avoid scheduling no shows ?
- Create a bond with the practice
- Call the clients the day before to confirm their appts.
- Call "no show" clients to ask why they didnt show up and to resched. their apt. Keep a log with client info and reason for why they didnt show up
- Document ALL no shows and the practices attempt to contact them for medical and legal reasons.
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What are the Advantages and Disadvantages of the Stream method of scheduling ?
- Advantages: Easy to follow. Most apt. books are organized this manner
- Disadvantages: Does not work unless all clients require exactly the amount of time booked
- Clients who are late or done show up at all cause wasted time
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What are the advan. + disads of the Wave or block schedule method ?
- Advantages: eliminates down time for the vet and staff
- even if clients dont show up or are late, there is alwas someone waiting to see the dr.
- Disadvantages: clients dont like this syst.!
- when several ppl arrive together, the one who waits longest tends to get irriated
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What are the ads, and disads of Modified wave sched ?
- Advantages: increases the chance that a client will always be available to see the vet
- can work if vet team uses the wait time for other clients to update info ..
- Disadvantage: could cause back logs
- clients could wait up to 20-30min
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What are the special considerations for euthanasia appointments ?
- Time of appt.
- Give the owner the option of staying with the animal
- Most clinics will not perform convenience euthanasias
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What are some CVO accreditation areas of review ?
- General and medical records
- Examination room
- Pharmacy
- Radiologoy
- Anesthesia
- Operating room
- Safety
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WHat does the CVO review in the Medical records ?
- Make sure the medical records contain:
- Patient id.. species, age,sex
- Clients name, add, phone ##
- Emergency contact
- Date and time that animal has been seen
- History of pets health, vaccines
- Pets current weight
- Particulars of assessment
- Professional advice given
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What does the CVO review in the examination room?
- large enough for dr. client and patient
- Well lit
- Contain an exam table with appropriate surface
- Waste receptacle
- Equipment..stethoscope, otoscope, alcohol, thermometer...
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What does the CVO look for in the Pharmacy ?
- If there is a filing system for records of purchasing drugs
- Are drugs dispensed from hospt?
- Are controlled substances kept in a locked drawer ensureing reasonable security ?
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What does the CVO look for in Radiology room ?
- Does facility contain a diagnostic xray machine ?
- a collimator or cone ?
- 2 protective aprons
- 2 pairs of gloves
- individual dosimeters
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What is a inventory list ?
An inventory provides information on which drugs and supplies are available for use and which are on order. It also aids in developing re-order points and purchasing.
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What is inventory control ?
a process whereby the need to maintain sufficient inventory to meet the hospitals needs is weighed against the cost of carrying suffiecient inventory
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What is the Goal?
To have adequate inventory and supplies at all times
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What are the benefits of effective inventory control ?
- Decrease capital costs
- Drugs and supplies are turned over 4-8 times per yr therefore no waste of outdated drugs
- Controlled drugs are properly monitored + handled
- Saves extra costs of continually reordering on an emergency basis
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What happens if inventory drops to low?
- You may lose the money for the sale and possibly a client
- If someone has to stop to order an emergency order - time costs money
- Small orders may miss out on some bulkd discounts
- May be a surcharge for more than one oder per day
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What are the 7 areas of inventory in a clinic ?
- Pharmaceuticals
- Surgical supplies
- Nutritional items
- Radiology items
- Lab or diagnostic supplies
- Janitorial building maintenance items
- Office supplies
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Who should order the inventory?
One person. should be responsible for inventory monitoring, maintenance and reordering.. improtant to cross train one other person in inventory control
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What are the benefits of one person controlling inventory ?
- Excessive stock should be avoided
- Duplicate orders should be avoided
- Status of an item can be determined easily from the individual resp.
- Problem orders for critical items are monitored closely
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What are the types of Drugs in Inventory ?
- OTC non prescription drugs - heartworm tx., flea treatments, medicated shampoo
- Prescription drugs - antibiotics, pain relievers
- Controlled drugs - prescription drugs that have the potential for addiction. specific rules for ordering, storing, and dispensing
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What are components of the "controlled substance log" ?
- Drug name
- date dispensed
- clients name , phone #
- pets name
- vet initials, and person who dispensed drug
- # of pills dispensed
- balance remaining
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What are the 3 options for drug and supply locations ?
- Complete pharmacy in each examination room
- Central pharmacy
- Combination of 1 and 2
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What are the ads and disads of pharmacy/supplies in each exam room
- Advantages: Saves time for dispensing on each visit
- Disadvantages: requires large storage space in each room
- requires duplication of dispensing supplies
- time consuming to do inventory
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What are the ads and disads of a Central pharmacy ?
- Advantages: labour on dispensing for each visit is decreased
- single inventory supplies
- good control of pharmaceutical supplies
- Disadvantages: time spent on dispensing for each visit is increased
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What are the ads and disads of the combination of central pharm, and in exam room ?
Limited supply of commonly used items is kept in each exam room. central pharmacy is used for the storage and sipensing of most drugs and supplies
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What are 5 methods of organizing the clinic pharmacy ?
- Alphabetical
- Therapeutic use
- Dosage form
- Level of use
- Numeric system
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What are the pros and cons for Manual and Computer inventory systems ?
- Manual: a ledger containing information on each item. most clinics do such an inventory completely only once a year
- Computer: uses a program. when supplies are used or dispensed, they are deducted automatically from current inventory. any given time a printo can be produced listing the drug, supply on hand, exp date, cost,
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What are the 7 inventory costs ?
- Transportation and freight
- Theft
- Space to store inventory
- Time and paperwork
- Taxes
- Waste and damage
- Drugs expire before they can be used
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What is the Rule of Thumb ? . .inventory costs
Inventory costs are about 10% of the cost of the inventory itself
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What is the rull of thumb for turnover time?
The ideal turnover time for most drugs is between 45 and 60 days
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What is the 80/20 rule?
20% of drug inventory accounts for 80% of drug revenue. Other words, 20% of entire stock will generate 80% of income
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How do low turnover items result ?
- Miscalculation in odering
- Drugs may be seasonal, such as heartworm preventative
- Dr. preference may change
- Client may move away or patient may die
- A substitute item may be used
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Average inventory calculation
Years beginning inventory + years ending inventory / 2
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Inventory turnover calculation
total inventory purchased during yr / avg. inventory
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What are high use items that should be checked daily ?
- Syringes and needle quantities
- I.V. catheters + fluids
- Anesthetic gases and sedatives
- heartworm tests
- Vaccines
- Other - vet wrap, gauze, cotton,
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When receiving goods what should be checked ?
- The quantity received is what appears on the slip
- Note storage and instructions and follow them
- Note any items which are back ordered
- Check that the items received are what were ordered
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What is the Veterinary Receptionists Golden rule ?
Make the clients feel welcome. Show how much you care that theyve chosen your clinic.
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What do you do each time a client comes in, in order to make a good first impression ?
- Smile
- Great the client, their pets, and their children by name immediately
- Come out from behind the desk to pet the animal and speak with client
- Wear a name tag
- Introduce yourself to new clients
- Your appearance should be neat and professional
- Maintain grace under pressure
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What are some unavoidable delays ?
- Walk ins
- Emergencies
- Talkative clients
- Staff late to work or calling in sick
- Clients late
- Clients early
- Very ill pets
- Surgery runs longer than planned
- Heartworm season
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How long is too long to wait
10 minutes or more
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How do you keep clients occupied while they wait ?
- Check address and phone # are correct
- Take a detailed history of their current condition
- Make small talk, be sincere
- Check file for recent purchases, like flea shampoo, products and ask their opinions
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How often should you keep clients posted while they wait ?
every 5 - 10 minutes
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What are the efffects of color on the mood ?
- Red: Exciting and stimulation. energy colour
- Pink: Gentle and soothing
- Blue: calming, invkoes feeling of security
- Orange: exciting and stimulating
- Yellow: cheerful, joyful
- Purple: dignified, but too much can be intense
- Black: powerful
- Green: restful. combination of yellow and blue
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What are the spatial distances and when would you use them ?
- Intimate space: 0 - 18'', peoplw we know very well, children, spouse
- Personal space: 1.5 - 4 ft, for people we know well and feel comforatble with, like friends and relatives
- Social space: 4 - 12ft, space that is needed to feel comfortable in our everyday lives.
- Public space: 12 - 25ft, for the street, usually among people we dont know.
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Where do clients come from ?
- Referrals 53%
- Location 43%
- Yellow pages 7%
- Road sign 2%
- Newspaper ad 1%
- Direct mail 1%
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What are ways to develop a bond with your clients ?
- If hosp. has a wev site, ask the new client if they have internet access
- Offer to give a hospital tour before or after appt.
- Collect as much detail as possible
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What are the contents of a welcome kit ?
- Hospital brochure
- Business card
- Folder to store pet records
- Refrigerator magnet
- Appropriate handouts
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What are the 6 steps to make a good first impression ?
- 1. Let the other person be the center of attention
- 2. Be a good listener
- 3. Be careful with humor
- 4. Use the persons name frequently
- 5. Speak clearly
- 6. Dress to impress
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Why is good record keeping important ?
- CVO legislation requires it
- Required by law, to provide protection from law suits
- In case of computer malfunction
- Aids in communication between staff and clients
- Keeps info organized
- Helps with diagnosis of illness
- Aids in billing
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What are CVO standards for medical files ? must contain..
- Patient identification
- client identification
- Emergency contact
- Date of each animal visit
- History of pets health
- Pets current weight
- The particulars of exams
- Note of any professional advice given
- All medical, surgical treatments and procedures used
- A copy of all reports
- A final assessment of the pet
- All fees and charges incurred
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What are the 6 critical components of a medical file ?
- The problem list
- Allergies
- History
- Diagnosis
- Treatment plans
- Appropriate treatment
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What is the Problem list ?
used to show a summary of all surgeries, treatments, ilnesses etc. that the pet had or taken.
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What are the Progress notes ?
used to keep the information from each appointment in.
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What are legal requirements of medical records ?
- Be written in permanent pen
- Be initialed by the person makin entry
- Have NO blank lines in between separate entries
- Corrected entries must be made with a single line through the incorrect information
- Pages must be numbered
- NO white out
- All signed consent forms must be kept in the medical file along with copies of any other forms given to the client
- Must bve kept for 5 years
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What are confidentiality rules ?
Under no circumstances should any information in the pets medical record, be discussed with anyone other than the hospital employees or veterinarians
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When can confidentiality be broken?
Health officials must be informed of any reportable disease or animal bite.
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Define SOAP.
- Subjective: reason the owner has brough the animal in today
- Objective: rules out, veterinarians thoughts on the pets current condition
- Assessment: physical exam findings, lab results..
- Plans: treatments plants, medications, recheck ..
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Typical yearly visits for puppies/kittens include
- PE
- Vx - determined by vet
- Fecal analysis
- HWT + prevention
- Wellness test (some cases)
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Typical yearly visits for seniors include ?
- PE
- Vx
- Fecal
- UA
- HWT
- Client education
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What is the purpose of consent forms ?
- To protect the vet, pet, client , and staff
- To ensure the client understands treatment, procedures, risks and costs
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What are some types of consent forms ?
- Surgery
- anesthesia
- euthanasia
- boarding
- treatment
- dental
- waivers - heartworm decline
- early release
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What are the legal requirements for consent forms ?
- Must ibe in writing
- Owner must be informed of risks/advised of negative side effects
- Cannot guarantee success
- Must be signed by the owner
- Kept for 5 years
- Must include date
- Must include client first and last name and pets name
- Must include treatment or procedure preformed
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What do you need to do before the animal is discharged ?
- Make sure final bill is complete and a copy is in the file
- All madeications are labeled and ready to go
- Post op or home care instructions are ready
- All certificates are ready
- All test results are in and recorded
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Types of filling systems
- Alphabetical - most popular
- Color coding
- Subject
- Chronological
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What are important features to consider when purchasing file storage cabinets ?
- Flexibility
- Versatility
- Easy access
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