Vet Practice Management Final
A resume of a recent graduate should include the following information in which order: 1. Employment history 2. Volunteer experiences 3. Contact information 4. Membership organizations 5. Education 6. Objective It is most appropriate to put these in which order on the resume?
D. 3, 6, 5, 1, 2, 4
A new drug for prevention of osteoarthritis in cats has come onto the market, and the veterinarian thinks the drug, which the practice will sell, may be helpful to many older cats. The veterinarian asks the staff to develop a list of clients with cats ages 10 years and older and to mail to them information about the drug, with a prompt to make an appointment to discuss the new treatment with the veterinarian. Which of the following best describes this type of marketing? Select one: a.External b.Indirect c.Branding d.Target
D. Target
A woman who owns several pets wants to apply for a position as a full-time, entry-level receptionist at a veterinary practice. She has worked at only one other job: For the past 11 years, she took phone and walk-in orders on a part-time basis at a local sandwich shop. Which of the following skills learned at the sandwich shop is most appropriate to highlight on the resume? Select one: a.Pet ownership b.Customer service c.Ability to take accurate food orders d.Ability to work effectively for a full day
b.Customer service
Which of the following best describes one of the key reasons for staggering client appointments in a multi-veterinarian clinical practice? Select one: a.To prevent overwhelming each individual technician with patients b.To avoid overwhelming each individual doctor with patients c.To alleviate crowding at the front desk d.To ensure that walk-in customers are served e.Appointments do not need to be staggered
c.To alleviate crowding at the front desk
A potentially new client calls the clinic seeking an appointment for a golden retriever dog. During the conversation, it was revealed that last year the dog was diagnosed with diabetes mellitus by the previous veterinarian. The potential client has recently moved from another state and is requesting a prescription refill for the dog. Which of the following team member should see client and pet? Select one: a.Veterinary technologist b.Veterinary technician c.Veterinarian d.Office manager
c.Veterinarian
The goal of normalizing is to: Select one: a.allow compassion fatigue to become a normal experience. b.accept burnout as a normal experience. c.make difficult topics easier to talk about. d.both A and B.
c.make difficult topics easier to talk about.
Travel sheets can help alleviate missed charges by all of the following examples, EXCEPT: Select one: a.they travel with the patient record and team members are responsible for identifying charges. b.they can list the most common procedures charged, serving as a reminder for team members what to charge for. c.travel sheets don't help alleviate missed charges. d.travel sheets can list products the practice carries, and team members can simply circle a charge.
c.travel sheets don't help alleviate missed charges.
A breeder recommends that buyers purchase pet insurance for all Persian kittens. The breeder is most likely to make that recommendation so that clients can prevent problems caused by which of the following insurance parameters? Select one: a.Chronic conditions b.Exclusions c.Waiting periods d.Preexisting conditions
d. Preexisting Conditions
A farmer reports listlessness, anorexia, and diarrhea in approximately 10% of a turkey flock. The farmer further reports that within 10 days of the onset of signs, several affected birds died. Laboratory results of surviving affected birds, and postmortem examination of two dead turkeys, confirms infection with Leucocytozoon smithi parasites. The veterinarian informs the farmer that in the next few months the birds who have survived are likely to infect new members of the flock. Which of the following best describes the surviving turkeys? Select one: a.Vectors b.Indirect transmitters c.Hosts d.Reservoirs
d.Reservoirs
What does the acronym STS stand for? Select one: a.Systematic Theory Stress b.Secondary Thinking Stress c.Switching Thought Systems d.Secondary Traumatic Stress
d.Secondary Traumatic Stress
Which of the following is a symptom of spiritual compassion fatigue? Select one: a.Headaches and muscle pain b.Disconnecting from friends and family c.Increased substance abuse/use d.Hopelessness and loss of purpose
d.Hopelessness and loss of purpose
How often should a practice's marketing strategy be reanalyzed to ensure it is accomplishing the practice owner's goals? Select one: a.Weekly b.Monthly c.Quarterly d.Semiannually e.Annually
e. Annually
Of the following characteristics of an animal for whom pet health insurance is being purchased, which is LEAST likely to affect the premium for the policy? Select one: a.Species b.Breed c.Age d.Reproductive status e.Size
e. Size
It is most appropriate to reorder products when it is determined that they can be resold during which of the following time periods? Select one: a.1 week b.2 weeks c.1 month d.2 months e.3 months
e.3 months
A candidate is applying for a position at a veterinary hospital and is writing a cover letter. The first paragraph includes the job to which the candidate is applying, and the letter creates interest. Which of the following also should be included in the first paragraph? Select one: a.Request for an interview b.References c.The names of the previous three employers d.How the candidate heard about the job e.Educational status
d.How the candidate heard about the job
Customer satisfaction is most likely to lead to which of the following? Select one: a.Higher net profits b.Improved client education c.Greater client compliance d.Improved client retention e.Healthier patients
d.Improved client retention
Employee Development incudes which of the following EXCEPT? Select one: a.Building team retention b.Motivation c.Individual well-being d.Increasing salaries
d.Increasing salaries
A job description must contain which of the following? Select one: a.Job title, hours of operation, summary of required skills, and pay scale b.Summary of required skills, supervisor, pay scale, and job title c.Essential skills needed to perform the tasks listed d.Job title, summary of duties, skills required, and supervisor e.Supervisor, job title, pay scale, and skills required
d.Job title, summary of duties, skills required, and supervisor
Which of the following is a symptom of physical compassion fatigue? Select one: a.Minimization and loss of apathy b.Impatience and moodiness c.Feelings of helplessness and depletion d.Lack of self-care and illness
d.Lack of self-care and illness
How many levels are there in Maslow's Hierarchy of Needs? Select one: a.Six b.Eleven c.Five d.Twelve
c. Five
Offering support or concern will increase the chance of suicide attempts. Select one: True False
True
Talking about suicide prevention in the practice helps reduce the risk of the practice being affected. Select one: True False
True
Of the following, which checks are issued from a bank and constitute guaranteed funds? Select one: a.Personal checks b.Cashier's checks c.Traveler's checks d.Third-party checks
b.Cashier's checks
Which of the following is most likely to influence a reorder point of a product? Select one: a.Seasonality and lead time b.Lead time and profitability c.Profitability and seasonality d.Packaging appeal
a.Seasonality and lead time
STS is an acronym for: Select one: a.Secondary Traumatic Stress. b.Secondary Tranquilizing Stress. c.Secretary's Traumatic Stress. d.Secondary Traumatic Syndrome.
a.Secondary Traumatic Stress.
How many days following a veterinary service is it most appropriate to send to the client a bill? Select one: a.As soon as possible b.After 1 week c.After 2 weeks d.After 3 weeks e.After 1 month
a. As soon as possible
Of the following, which is most likely to affect the premium for a pet health insurance policy? Select one: a.Gender-based risk factors b.Client's annual income c.Frequency of visits d.Policy parameters
a. Gender-based risk factors
Heroin and LSD are considered to be what class of drug? Select one: a.I b.II c.III d.IV
a. I
Printing materials about common animal diseases and giving them to clients whose animals have those disorders is a form of client education that is best categorized as which of the following types of marketing? Select one: a.Internal marketing b.Direct marketing c.Branding d.External marketing Feedback
a. Internal Marketing
Which of the following features in Web design software is most likely to enable search engines to point online searchers to a practice's website? Select one: a.Keywords b.Font type c.Design features d.Photographs e.Page headers
a. Keywords
A long-time client of a veterinary practice enters the reception area with a pet. Which of the following is the best way for the receptionist to acknowledge their entrance to the clinic? Select one: a."Hello, Mrs. Jones. Hi, Jessie. I'll be with you momentarily." b."Please sign your name on the registration sheet." c."What health problem brings the dog to the clinic today?" d."Did you see the special on dogs last night on the television?"
a."Hello, Mrs. Jones. Hi, Jessie. I'll be with you momentarily."
A client calls the veterinary clinic and requests a refill for oxymorphone, a Class II controlled substance, prescribed for a terminally ill dog. The client is out of town and has run out of the drug and reports that the dog is crying in pain. The veterinarian checks the original prescription and sees that it was written and filled 10 days prior. The veterinarian suspects that the client may be taking the drug and not dispensing it as prescribed for the dog. Which of the following is the most appropriate response? Select one: a."We are unable to refill this prescription. Please bring the dog back in for evaluation, at which time we can determine if a stronger dosage is necessary." b."We will call in a prescription right away." c."We will call in a prescription, but you must also bring the dog back for evaluation within the next week." d."If you've given the dog a 30-days' supply in 10 days, we will have to call local law enforcement to report your action."
a."We are unable to refill this prescription. Please bring the dog back in for evaluation, at which time we can determine if a stronger dosage is necessary."
A dog is anesthetized and a surgical repair of a right forelimb fracture is completed. Within how many hours after surgery is it most appropriate to examine the dog to ensure no complications have arisen from the anesthesia? Select one: a.12 hours b.15 hours c.18 hours d.20 hours e.24 hours
a.12 hours
A client calls on the telephone angry about a mistake on a recently received bill from the practice. The receptionist checks the computer and sees that, indeed, the client has been overcharged. Which of the following is the most appropriate response? Select one: a.Admit that a mistake has been made; apologize on behalf of the clinic; transfer the call to the office manager who can help the client. b.Ask the client to hold and transfer the call to the office manager without first informing the manager of the mistake that was made. c.Tell the client that the receptionist team has nothing to do with billing and transfer the call to the veterinarian. d.Tell the client that the receptionist team has nothing to do with billing and transfer the call to the office manager.
a.Admit that a mistake has been made; apologize on behalf of the clinic; transfer the call to the office manager who can help the client.
Which things must be present for someone to experience compassion fatigue? Select one: a.An ability for empathy; a caregiving relationship b.A high stress job; working long hours c.Poor leadership within the practice d.Lack of work: life balance
a.An ability for empathy; a caregiving relationship
Which of the following is appropriate to include in an offer letter to an applicant who has accepted a job offer? Select one: a.Benefits, starting salary, raise and evaluation structure, notice of a trial period b.Starting salary, raise and evaluation structure, information given by references c.Raise and evaluation structure, information given by references, notice of a trial period d.Starting salary, benefits, information given by the applicant's references
a.Benefits, starting salary, raise and evaluation structure, notice of a trial period
The second paragraph of a model employment cover letter should be reserved for which of the following? Select one: a.Promote and highlight the candidate's skills. b.List references. c.List the schools attended and grade point averages. d.List how the candidate heard about the job. e.Request an interview.
a.Promote and highlight the candidate's skills.
A dosimeter is used for measuring which of the following in a veterinary practice? Select one: a.Radiation exposure when taking radiographs b.Dosages when dispensing medications c.Blood samples taken for laboratory study d.Serum samples sent for diagnostic review e.Cleaning supplies
a.Radiation exposure when taking radiographs
A 12-year-old neutered male Labrador retriever dog is brought to the emergency clinic because of severe complications from surgery that took place 1 week ago at another clinic. The client reports that the dog started showing signs of problems 2 days after the surgery. The veterinarian at the emergency clinic indicates that these complications, although uncommon, do appear in dogs 2 days after that type of surgery. The client reports not being informed and admits to not reading the printed materials provided by the veterinarian who did the surgery. Which of the following actions by the clinic that did the surgery most likely would have prevented this dog's complications from progressing? Select one: a.Calling the client 3 days after the surgery to check on the recovery progress b.E-mailing the client 2 days after the surgery to check on the animal's recovery progress c.Sending a certified letter to the client 1 day after the surgery to check on the animal's progress d.Waiting for the client to contact the clinic to report complications e.Calling the client 1 week following the surgery to schedule a follow-up appointment
a.Calling the client 3 days after the surgery to check on the recovery progress
A college student brought a cage of birds that does not appear to have been cleaned in weeks to the clinic. The student noticed it in the hallway of the apartment building after another student left on break. There is no evidence of food or water in the cage. If the owners can be found, which of the following repercussions could occur? Select one: a.Charged with animal abuse in a criminal court of law b.Charged with negligence in a civil court of law c.Charged with abandonment at a school's ethics hearing
a.Charged with animal abuse in a criminal court of law
A veterinary assistant in charge of inventory management for a practice spends one morning per week on this task. Prior to calling vendors to reorder products and supplies, which of the following is the most appropriate initial task to perform? Select one: a.Count the inventory currently on the shelves. b.Check the practice's most recent expense allocation. c.Ask the practice manager for an expense report. d.Ask the practice manager for petty cash. e.Call vendors to negotiate free shipping.
a.Count the inventory currently on the shelves.
Which of the following is a symptom of interpersonal compassion fatigue? Select one: a.Decreased interest in intimacy and mistrust b.Emotional and physical exhaustion c.Anxious and abrasive behavior d.Depression and lack of self esteem
a.Decreased interest in intimacy and mistrust
Which of the following federal agencies is charged with manufacturing, distributing, and dispensing of controlled substances? Select one: a.Drug Enforcement Agency b.Federal Bureau of Investigation c.Occupational Health and Safety Administration d.Department of Commerce e.Department of Health and Human Services
a.Drug Enforcement Agency
A collection agency is unable to retrieve payment from a client who is 120 days late in paying the bill. The practice manager has reported the client to the credit bureaus. Which of the following is the most appropriate next step for the practice manager to take? Select one: a.Flag the client's account in the practice's internal records so that the client is not inadvertently booked for further services. b.Send a letter of dismissal to the client. c.Call the client to say that the patient's medical records are ready to be picked up so that the client can take the animal to another veterinary practice. d.Nothing further can be done.
a.Flag the client's account in the practice's internal records so that the client is not inadvertently booked for further services.
A 17-year-old female domestic shorthaired cat is hospitalized because of feline leukemia. The client has stated that if treatment does not work, the cat should be euthanized. The client travels extensively for work and often cannot be reached by telephone. Which of the following is the most appropriate course of action for the veterinary team to take while the client is still in the office? Select one: a.Have the client sign the euthanasia release form. b.Have the client pay for the euthanasia procedure up front. c.Ask for the contact information of a friend who can authorize euthanasia if the procedure is warranted. d.Do nothing, as it has not yet been determined that euthanasia is in order.
a.Have the client sign the euthanasia release form.
Which of the following are two key ingredients to effective teamwork within a veterinary practice? Select one: a.Honest communication and respect b.Fair pay scale and written job descriptions c.Clearly stated hierarchies and respect for educational achievements d.Reward system for individual initiative and resourcefulness
a.Honest communication and respect
Positive practice cultures promote which of the following EXCEPT? Select one: a.Increased turnover rates b.Open communications c.Independence d.Accountability
a.Increased turnover rates
Regulations dictate specific inventory management procedures for controlled substances. Which of the following is the most appropriate means of tracking the controlled substances that come in and out of a veterinary practice? Select one: a.Log book b.Capital list c.Material Safety Data Sheets d.Inventory turnover spreadsheet
a.Log book
A veterinarian whose practice has had to file several reports of missing controlled substance is at risk of which of the following? Select one: a.Losing a DEA license b.Being jailed c.Being censored by the State Board of Veterinary Medicine d.Losing a veterinary license
a.Losing a DEA license
Which of the following are federally required for all chemical products that are sold or used within a veterinary practice? Select one: a.Material Safety Data Sheets b.Product Pricing Data Sheets c.Chemical Dispensing Sheets d.Profit and Loss Statements e.Chemical Use and Disposal Statements
a.Material Safety Data Sheets
Which of the following is the ultimate goal of the receptionist team? Select one: a.Offering exceptional customer service b.Supporting client and patient care through effective communications c.Ensuring that accurate invoices are delivered to clients d.Collecting payment from clients e.Keeping the waiting area clean and safe for clients and animals
a.Offering exceptional customer service
Which of the following is the most appropriate way to provide the names of references to a potential employer? Select one: a.On a separate sheet of paper from a resume, references listed in alphabetical order b.On the same sheet of paper as a resume, references listed in order of importance to candidate's work history c.On the job application completed on the employer's premises, references listed in order of importance to candidate's work history d.On the job application completed on the employer's premises
a.On a separate sheet of paper from a resume, references listed in alphabetical order
A veterinary technician, an outstanding employee but lacking in formal business education, is being promoted to a practice manager. To help ensure that the technician succeeds in the new position, which of the following is the most appropriate course of action for the practice owner to take? Select one: a.Send the technician to business classes. b.Give the technician some business books to study. c.Tell the technician to identify areas that will be a challenge. d.The technician will learn the new job at a comfortable pace without intervention from a supervisor.
a.Send the technician to business classes.
Which of the following is not a factor that contributes to the increase in compassion fatigue during the holiday season? Select one: a.Staff members take time off b.Financial stress c.Family anxiety d.Euthanasia's increase
a.Staff members take time off
A client brings a canine patient for evaluation of a rash on the abdomen. During the consultation, the veterinarian notices a ring-shaped rash on the client's left forearm. The veterinarian determines it is ringworm, a fungal infection, and treats the dog accordingly. Which of the following is the most appropriate next step the veterinarian should take? Select one: a.Suggest that the client have the rash examined by a physician. b.Diagnose the client with ringworm. c.Treat the client with the same medication as the dog. d.Do nothing, as the veterinarian is paid to treat the dog only.
a.Suggest that the client have the rash examined by a physician.
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? Select one: a.Times the office is closed for staff or other meetings b.Usual surgical hours c.Medical records of current patients d.Date the system will next be upgraded and therefore shut down e.There is no appropriate order for inputting template parameters
a.Times the office is closed for staff or other meetings
Known communication barriers include all of the following EXCEPT: Select one: a.enhanced listening skills. b.preoccupation. c.impatience. d.resistance to change or new ideas.
a.enhanced listening skills.
The ability to understand people and what motivates them is defined as: Select one: a.human skill. b.conceptual skill. c.technical skill. d.management skill.
a.human skill.
Common stressor's that increase a team member susceptibility to compassion fatigue include: Select one or more: a.overall demands of the job. b.lack of clarity regarding responsibilities. c.having a work-life balance. d.management/ownership pressures.
a.overall demands of the job. b.lack of clarity regarding responsibilities. d.management/ownership pressures.
A gap analysis is defined as: Select one: a.the comparison of current performance with desired performance. b.the comparison of past performance with current performance. c.the compassion of past performance with desired performance. d.none of the above.
a.the comparison of current performance with desired performance.
Which is NOT a phase of the business life cycle? Select one: a.Growth b.Acceleration c.Decline d.Maturity
b.Acceleration
Which of the following is NOT a symptom of emotional compassion fatigue? Select one: a.Anxiety b.Aches and pains c.Rage d.Helplessness Feedback
b.Aches and pains
A good medical record filing system organizes the files by which of the following systems? Select one: a.Alphabetically by patient names or by patient numbers b.Alphabetically by client last names or by client numbers c.Chronologically by date in which clients first started visiting the clinic d.By patients' diagnoses
b.Alphabetically by client last names or by client numbers
A 34-year-old obese male cockatoo is diagnosed with late-stage fatty liver disease. The bird dies while in the veterinary hospital. The client is called and told of the bird's death. The client comes into the clinic very annoyed, saying the staff did not do enough to save the bird. Which stage of grief is this client exhibiting? Select one: a.Denial b.Anger c.Bargaining d.Depression e.Acceptance
b. Anger
A valued employee has resigned, and the practice manager is interested in learning why the employee has chosen to leave the team. Before the last day of employment, which of the following should be administered? Select one: a.A review of the employee's personnel file with the practice manager b.An exit interview with the employee c.Termination proceedings d.A team meeting with the employee included
b.An exit interview with the employee
A fully credentialed veterinary technician is required to have which of the following? Select one: a.Diploma from a 4-year American Veterinary Medical Association-accredited veterinary technology program b.Passing grade on an examination given by a state and the Veterinary Technician National Examination Committee c. Extensive hands-on experience as a veterinary assistant d.Letter of acceptance into a veterinary medical school
b. Passing grade on an examination given by a state and the Veterinary Technician National Examination Committee
What are SOC's? Select one: a.Standard Operating Competencies b.Standard of Care c.Severance of Care d.Several Operating Competencies
b. Standard of Care
Which of the following is a fomite? Select one: a.A cleaning protocol b.An infected food bowl c.The type of chemical used to prevent cross-contamination between animals d.An infection caused by animals sharing the same infected toy
b.An infected food bowl
What factors should be considered in the development phase of strategic planning? Select one: a.Mission b.Budget c.SWOT d.Gap analyses
b.Budget
A client asks to write a check for today's visit and requests that the clinic hold the check until Friday, at which time the money will be available in the checking account. Which of the following is the most appropriate response? Select one: a."It is illegal for us to hold checks for clients." b."I'm sorry, but it is not our policy to hold checks for clients. Do you want to use a credit card instead?" c."Sure, we can do that. We should deposit it on Friday then?" d."I'm sorry, we cannot hold check for clients. We will send you a bill for the balance of payment." e."Would you like to talk with our office manager about a payment plan?"
b."I'm sorry, but it is not our policy to hold checks for clients. Do you want to use a credit card instead?"
A 16-year-old female basset hound with a 5-year history of osteoarthritis, severe hip dysplasia, and glaucoma is brought for evaluation. On physical examination, the dog is very thin. Palpation of the joints and hip muscles elicits severe pain. The veterinarian wants the client to think about euthanasia as an option. Which of the following is the most appropriate way to approach the topic with the client? Select one: a."Now is the time to euthanize her." b."You would not be wrong if you made the decision to euthanize her." c."There's nothing more we can for her. Euthanasia is our only option." d."You must give us permission to euthanize this pet to end the misery." e."You would be remiss as an owner if you did not euthanize this suffering dog."
b."You would not be wrong if you made the decision to euthanize her."
A veterinarian has written the following pharmacotherapy on a medical record: 1.5 mg diltiazem PO. Which of the following accurately describes these instructions? Select one: a.1.5 micrograms of the drug diltiazem given post-surgically. b.1.5 milligrams of the drug diltiazem given orally. c.1.5 micrograms of the drug diltiazem given per hour. d.1.5 milligrams of the drug diltiazem given intravenously. e.1.5 micrograms of the drug diltiazem given per day.
b.1.5 milligrams of the drug diltiazem given orally.
Employee turnover is costly. What is the average cost to replace an employee? Select one: a.1 × the salary of the person being replaced. b.1.5 × the salary of the person being replaced. c.3 × the salary of the person being replaced. d.3.5 × the salary of the person being replaced.
b.1.5 × the salary of the person being replaced.
A veterinarian prescribes twice daily butorphanol, a Class III controlled substance opioid, to a 12-year-old canine with acute osteoarthritis. Which of the following best describes the limitations on the prescription? Select one: a.30 days' supply, 2 refills, for 2 months b.30 days' supply, 5 refills, for 6 months c.20 days' supply, 10 refills, for 8 months d.20 days' supply, 8 refills, for 10 months
b.30 days' supply, 5 refills, for 6 months
If a receptionist tells a client that someone from the clinic will call back in 10 minutes, within how many minutes should the call ideally be made? Select one: a.10 minutes b.8 minutes c.6 minutes d.5 minutes
b.8 minutes
A pet portal is best described as which of the following? Select one: a.A veterinary practice's home page b.A digital communication allowing the sharing of patient records, photographs, radiographs, etc. c.A doggie door d.An animal carrier
b.A digital communication allowing the sharing of patient records, photographs, radiographs, etc.
A practice owner notices product shrinkage during the past 3 months, usually on the days that one particular employee is working. Investigation discloses that the employee is purchasing products but not entering the full amount owed into the register. Which of the following is the most appropriate change the practice manager should institute? Select one: a.Put an alarm system on the cash register. b.Designate the practice manager as the only employee who can ring up team members' product purchases. c.Have another employee on duty ring up product sales for a colleague. d.Place a security camera over the cash register. e.Post signs around the clinic announcing that employee theft is a crime punishable by fines and possible jail time.
b.Designate the practice manager as the only employee who can ring up team members' product purchases.
Where is it most appropriate to keep controlled substances in a veterinary clinic? Select one: a.Veterinarian's medicine bag b.Double-locked cabinet or safe c.On a shelf behind the reception desk d.Unlocked drawer in the veterinarian's office e.There are no requirements for storage of controlled substances
b.Double-locked cabinet or safe
A veterinarian is treating a dairy herd for several cases of follicular cystic ovary disease. The records disclose that several generations of cows in this herd have been diagnosed with the condition. Which of the following best describes the condition? Select one: a.Congenital b.Hereditary c.Chronic
b.Hereditary
Negative practice cultures often lead to which of the following ways EXCEPT? Select one: a.High turnover rates b.Increased problem solving skills c.Lack of productivity d.Loss of clients
b.Increased problem solving skills
Charging a licensed veterinary professional with fraud is classified as which of the following types of crime? Select one: a.Misdemeanor b.Intentional tort c.Felony d.Unintentional tort
b.Intentional tort
Which of the following is true regarding direct supervision? Select one: a.A licensed veterinarian observes a veterinary technical perform his or her duties. b.It is mandated state-by-state. c.Duties are set by the VTNE. d.It applies only to veterinary assistants.
b.It is mandated state-by-state.
Which of the following is NOT a symptom of behavioral compassion fatigue? Select one: a.Increased substance use/abuse b.Losing things c.Disconnecting from friends d.Nightmares
b.Losing things
A Webmaster designs a website for a new cat clinic. The Web designer has carefully included core information about the clinic, including its name, address, phone numbers, a map to its location, hours of operation, services offered, and a biography about the veterinarian employed there. The site is well designed and includes colorful pictures of children having fun with various types of animals. Which of the following aspects of this case example is most likely to be considered confusing to prospective clients? Select one: a.Services offered b.Practice focus c.Contact information for the clinic d.Hours of operation
b.Practice focus
Which of the following team member is most likely to be primarily responsible for handling client and personnel issues? Select one: a.Veterinarian b.Practice manager c.Hospital administrator d.Office manager e.Veterinary technologist
b.Practice manager
After an appointment, a client presents a credit card to the receptionist for payment, but the charge is declined by the credit card company. Which of the following is the most appropriate course of action by the receptionist? Select one: a.Call the credit card company and ask why the charge was declined. b.Quietly tell the client that the card has been turned down and ask for an alternative payment method. c.While still at the desk, call the credit card company and hand the phone to the client so that he can inquire about the declined charge. d.Allow the client to leave the premises after he promises to send a check at a later date.
b.Quietly tell the client that the card has been turned down and ask for an alternative payment method.
A stray dog is brought to the hospital by a passing motorist who saw the dog wandering the neighborhood. The veterinary assistant recognizes the dog as a patient who has been brought in for wellness examinations approximately twice per year. The assistant calls the owner's home phone number on record, but the number has been disconnected. The assistant remembers the client works for a local supermarket, calls the market, and reaches the client. When asked about the disconnected phone number, the client states they haven't lived in that house for 2 years. Besides updating the record with the client's new phone number, which of the following is the most appropriate course of action? Select one: a.Reprimand the last clinician to care for the dog for not updating the client's contact information. b.Reiterate to the staff that client contact information should be verified at every client visit. c.Pay a list service to periodically update clients' contact information. d.It is the responsibility of clients to update their contact information with a practice; no action is required.
b.Reiterate to the staff that client contact information should be verified at every client visit.
A practice owner wants to build a thriving practice. Of the following, which should be a top training priority for staff development? Select one: a.Understanding personality types b.Team member confidence c.Reviewing the office procedures manual d.Role-playing handling difficult clients
b.Team member confidence
Which of the following best describes a reorder point? Select one: a.The length of time it takes for a vendor to ship an ordered product. b.The amount a stock level reaches before it must be resupplied. c.The ideal price point at which to purchase a product from a vendor. d.Manufacturers' backlogs of ordered products and supplies.
b.The amount a stock level reaches before it must be resupplied.
A new client-reminder template is set up in a practice's desktop publishing software. The template includes places for team members to input the client's name, pet's name, what services are due (e.g., vaccinations, annual wellness examination), and the clinic's name, address, phone number, website address, and logo. After sending 50 reminders, the practice manager notices that only five recipients have made appointments. Which of the following is the most likely explanation? Select one: a.The staff mailed the reminders to the wrong client list. b.The template did not include content prompting clients to call for appointments. c.The template included the clinic's URL, and clients thought it was a promotion for the website. d.Nothing; a 10% response rate is commendable for communications with clients.
b.The template did not include content prompting clients to call for appointments.
A veterinary technician is in the process of an annual review. The manager has presented documentation that outlines a benefits statement that denotes how much the employer has contributed to various workplace benefit programs. Which of the following best describes why that statement is important to give to employees annually? Select one: a.To show why salary increases are less than expected b.To provide employees a clearer picture of their overall compensation package c.To encourage employees to use all of the benefits offered to them d.To promote employee loyalty
b.To provide employees a clearer picture of their overall compensation package
A veterinarian is closing the clinic for the evening when a stranger drives up to the clinic door and rushes out carrying a dog that is bleeding profusely from a deep wound on the right flank. The man reports accidently hitting the animal with his car in the past 5 minutes. The man is not the dog's owner, and the veterinarian does not recognize the dog. Which of the following is the most appropriate action for the veterinarian to take? Select one: a.Ask the man to take the dog to the emergency clinic that is 30 minutes away. b.Treat the dog immediately. c.Treat the dog only if the man signs paperwork to establish a doctor-client relationship. d.Refuse to treat the animal because the dog is not a clinic patient. e.Refuse to treat the animal because it is after hours.
b.Treat the dog immediately.
A 12-year-old male dog with a history of diabetes is brought to a clinic for weekend boarding. The dog is to receive medication and feeding of a prescribed diet. During the weekend, one of the technicians administers an inappropriate dosage of medication to the dog. The veterinarian administers an antidote, and a few hours later the dog appears normal and alert, but the glucose levels remain abnormal. Upon the clients' return, the veterinarian discloses the medication mistake to them. They are angry and take the dog home. Several days later, the veterinarian learns that the dog died and the practice is being sued. The clients are most likely to be suing the practice under which of the following? Select one: a.Intentional tort law b.Unintentional tort of negligence law c.Criminal law d.Contract law e.Breach of the Veterinary Practice Act
b.Unintentional tort of negligence law
You return from an interview at a veterinary practice and realize that the job is not appropriate for you. Which of the following is the most appropriate course of action to take? Select one: a.Write a letter thanking the interviewer for his/her time and outline again your qualifications. b.Write a letter thanking the interviewer for his/her time, but state that you no longer are interested in the position. c.Call the interviewer after hours and leave a message saying you no longer are interested in the job. d.Do nothing until you are offered the position; then turn it down. e.Do nothing until you are offered the position; start work at the practice but keep looking for another job.
b.Write a letter thanking the interviewer for his/her time, but state that you no longer are interested in the position.
All of the following are reasons why leadership fatigue may be experienced by both owners and managers, EXCEPT: Select one: a.lack communication. b.clearly delineated of job duties. c.constantly haggling with the team to carryout policies and procedures. d.both A and B.
b.clearly delineated of job duties.
Utilizing empowered veterinary team members who share veterinary knowledge to develop long-lasting relationships with clients and patients can be referred to as: Select one: a.emotional intelligence. b.relationship centered practice. c.relationship intelligence. d.emotional centered practice.
b.relationship centered practice.
Compassion fatigue can be resolved by: Select one: a.leaving the workplace permanently. b.taking vacation. c.stop caring for animals. d.both A and C.
b.taking vacation.
In both compassion fatigue and burnout, individuals can experience symptoms all of the following categories EXCEPT: Select one: a.cognitive. b.theoretical. c.behavioral. d.physical.
b.theoretical.
Which of the following might experience compassion fatigue? Select one: a.Car salesman b.Bank loan officer c.The manager of an Alzheimer's unit d.Retail sales associate
c.The manager of an Alzheimer's unit
A new client brings a cat to the clinic for an examination and during the appointment mistakes the technician for the veterinarian, relaying the cat's extensive medical history. The client then becomes annoyed when the same data must be repeated to the veterinarian. The client says, "I thought that other person was the vet." Which of the following practices most likely would have prevented this scenario? Select one: a.The receptionist should have told the client that he/she will see that the technician first. b.The receptionist should have introduced the client to the technician. c.The employees should wear badges that include their names and titles. d.The employees should wear badges that include their names only.
c. The employees should wear badges that include their names and titles.
Animal abuse is suspected involving a new client and patient. What action should be taken? Select one: a.None. Without witnessing the abuse, it cannot be reported. b.A firm conversation with the client should be immediately taken, indicating if future abuse is observed the authorities will be contacted. c.The appropriate authorities should be contacted. d.The suspected incident should be noted in the patient's record, but no action has to be taken.
c.The appropriate authorities should be contacted.
Liquid anesthesia has accidentally been spilled on the surgical room floor. What is the first step that should be taken : a. open windows b. pour kitty litter over the spill c. evacuate team members and patients d. turn on exhaust fans e. sweep up and dispose the kitty litter
c. evacuate team members and patients
A client calls to ask about her cat who is recovering in the clinic after routine surgery. Which of the following is the most appropriate response by the receptionist? Select one: a."I don't know the status of your animal." b."I'm at the front desk and can't see if the cat is out of surgery." c."I will have someone call you right back with an update." d."I have other callers waiting. I will ask another receptionist to call you back." e."You will need to come into the clinic for that information, as I cannot give postsurgical updates on the telephone."
c."I will have someone call you right back with an update."
A 6-year-old female bichon frise dog is brought for follow-up examination. The dog has been treated for the past week with an antibiotic for a bacterial infection. Examination today shows that the infection has resolved somewhat but not completely. The client reports to have read on the Internet that the antibiotic prescribed is not the best treatment for the dog's condition but does not recall the specific website. Which of the following is the most appropriate response? Select one: a."The Internet does not offer reliable information on veterinary practice." b."Since you cannot remember where you read the information, we will have to consider it to be inaccurate." c."Some websites offer medically sound advice; others do not. Let's examine the dog to be sure we are using the best treatment possible." d."If a website says the medicine is not good, perhaps we need to rethink the treatment regimen."
c."Some websites offer medically sound advice; others do not. Let's examine the dog to be sure we are using the best treatment possible."
Which of the following is OSHA's exposure limit to halogenated gases, such as halothane, isoflurane, and sevoflurane, per team member per year? Select one: a.0.2 ppm b.1.2 ppm c.2.0 ppm d.3.5 ppm e.5.0 ppm
c.2.0 ppm
A veterinarian prescribes once daily pentobarbital, a Class II controlled substance, to a canine patient that frequently exhibits aggression and other behavioral problems. How many days' supply is the veterinarian permitted to prescribe to this dog on one prescription with no refills? Select one: a.10 b.20 c.30 d.60 e.90
c.30
A client brings a large, very lethargic dog to the clinic for an examination. The dog's weight is 67 lb. The veterinarian asks that the dog be placed on the large animal examination table. Which of the following would be an appropriate next step? Select one: a.Ask the client to put the dog on the table. b.Coax the dog with doggie treats to jump up on the table. c.Ask for assistance from another team member to lift the dog. d.Ask the veterinarian to examine the dog on the floor.
c.Ask for assistance from another team member to lift the dog.
A dog is brought into the hospital prior to surgery to repair a laceration. The client is apprised of the estimated charges for the procedure and follow-up care and is told that charges may vary depending on the rise of unforeseen circumstances. During surgery, the veterinarian encounters an unexpected complication requiring an additional procedure, which is completed while the dog is still on the surgical table. Which of the following is the most appropriate course of action for the practice team to take? Select one: a.Do not call the client or charge a fee to treat the complication because the initial estimate did not include it. b.Call the client immediately to report the complication, but do not charge an extra fee for treating the dog. c.Call the client immediately to report the complication and extra charge to treat it. d.Do not call the client, but explain the extra charge when the dog is released.
c.Call the client immediately to report the complication and extra charge to treat it.
Many of today's veterinary clients consult websites for information about their animals' health. Which of the following is the most appropriate response that veterinary team members should give to clients who wish to discuss Internet-sourced information? Select one: a.Tell clients that Internet-sourced information is rarely reliable or accurate. b.Assure clients that Internet-sourced information is always reliable and accurate. c.Clearly state that Internet-sourced information can be supplemental to data given by clinic staff members. d.Give clients permission to use the Internet-sourced information in place of data given by clinic staff members.
c.Clearly state that Internet-sourced information can be supplemental to data given by clinic staff members.
After successfully reviewing and answering all questions concerning an estimated bill for services, the receptionist asks for, and receives, the client's signature. Which of the following is the most appropriate next step for the receptionist to take? Select one: a.Ask the client to take a seat while the receptionist double-checks the numbers. b.Ask the technician to review the estimate with the client. c.Tell the client that half the bill is due now, with the other half due when he picks up the dog tomorrow. d.Tell the client that half the bill is due now, with the other half due when he brings back the dog for follow-up examination.
c.Tell the client that half the bill is due now, with the other half due when he picks up the dog tomorrow.
During an examination, a veterinarian is bitten by a dog and requires medical attention. After taking the veterinarian to a medical office or emergency room, which of the following is the most appropriate course of action for the office manager to take? Select one: a.Complete a First Report of Injury form and send a copy to the medical office that treated the veterinarian. b.Complete a First Report of Injury form and send copies to the medical office that treated the veterinarian and the practice's worker's compensation insurer. c.Complete a First Report of Injury form and send copies to the medical office that treated the veterinarian, the practice's worker's compensation insurer, and the state's Division of Labor. d.Complete a First Report of Injury form and send copies to the medical office that treated the veterinarian, the practice's worker's compensation insurer, the state's Division of Labor, and the state veterinary board. e.Contact the worker's compensation insurer to explain what happened and to learn what steps it recommends to do next.
c.Complete a First Report of Injury form and send copies to the medical office that treated the veterinarian, the practice's worker's compensation insurer, and the state's Division of Labor.
Which of the following are considered goals of an employment cover letter? Select one: a.Describing abilities, listing past employment, creating interest b.Listing past employment, creating interest, requesting an interview c.Creating interest, describing abilities, requesting an interview d.Requesting an interview, describing abilities, creating interest
c.Creating interest, describing abilities, requesting an interview
After completing an annual controlled substance physical inventory, a manager checks the results against the clinic's drug log book. The manager finds some controlled substances are unaccounted for and must report it to which of the following authorities? Select one: a.Drug Enforcement Agency and local police only b.Drug Enforcement Agency and State Board of Pharmacy only c.Drug Enforcement Agency, local police, and State Board of Pharmacy d.Local police and State Board of Pharmacy only e.Drug Enforcement Agency only
c.Drug Enforcement Agency, local police, and State Board of Pharmacy
Which of the following best describes controlled substances? Select one: a.Substances manufactured under government regulations b.Substances sold by regulated distributors c.Drugs with high abuse potential d.Drugs that are addictive
c.Drugs with high abuse potential
Brian Kight developed an equation that he calls the "R Factor," with an acronym E + R = O. Which of the following does E + R = O stand for? Select one: a.Events + Reality = Opportunities b.Emotions + Reasons = Outcomes c.Events + Responses = Outcomes d.Evaluations + Reviews = Objectives
c.Events + Responses = Outcomes
A motivating leader does what to provide a path for team members to be successful? Select one: a.Expects team members to be self-sufficient. b.Asks all team members to do every role in the clinic. c.Generates enthusiasm and excitement. d.Eliminates unnecessary meetings to save time.
c.Generates enthusiasm and excitement.
Which of the following best describes the primary goal of effective inventory management? Select one: a.Selecting vendors from which to buy products and supplies b.Purchasing products and supplies for the lowest price c.Having enough products and supplies available when needed d.Devising an annual budget for products and supplies e.Developing a marketing plan to sell products to customers
c.Having enough products and supplies available when needed
A pet insurance policy that offers low deductibles is most likely to have which of the following? Select one: a.Higher co-payments b.Lower co-payments c.Higher premiums d.Lower premiums
c.Higher premiums
Which of the following is NOT a component of emotional intelligence? Select one: a.Emotions b.Communication c.Impact on self d.Impact on others
c.Impact on self
Which of the following is an outcome of a "WOW!" service experience? Select one: a.An increase in regular check-up appointments b.A more thorough understanding of pet care c.Increased client compliance d.Increased payments made at the time of service
c.Increased client compliance
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? Select one: a.Gently tell the client that she is mistaken and ask if she can wait until the scheduled appointment 2 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.
c.Make every attempt to get the client in to see the veterinarian.
A client suing a veterinarian for malpractice because of the spread of zoonotic disease does NOT need to prove which of the following? Select one: a.Valid client-patient-veterinarian relationship b.Harm that occurred to the patient as a result of substandard care delivered by the veterinarian c.Monetary loss d.Breach of practicing the standard level of care e.Proximate cause
c.Monetary loss
A safety manager at a new veterinary clinic has eyewash stations installed on all water faucets. Which of OSHA's four safety and compliance protocol sections does the installation fulfill? Select one: a.Administrative tasks b.Evaluation of the facility c.Personal protective equipment usage d.Training program
c.Personal protective equipment usage
A team member is scheduling an appointment for a client by writing in the day and time in the practice's appointment book. The team member writes into the appointment slot the client's name and phone number, the patient's name, and the reason for the visit. Which of the following additional information is most appropriate to include? Select one: a.How long the client has been coming to the practice b.Date of the animal's last visit c.Species, age, and breed of the animal d.How the client plans to pay for the appointment e.Client's payment history
c.Species, age, and breed of the animal
The difference between ethics and law lies in which of the following statements? Select one: a.A law is enforceable; ethics are not. b.Breaking a law results in a lawsuit; not following a code of ethics does not warrant any legal action. c.The difference between ethics and law lies in the enforcement. d.Law regulates clients' behaviors; ethics regulates professionals' behaviors.
c.The difference between ethics and law lies in the enforcement.
A cat is scheduled for surgery. How many days before the scheduled procedure is it most appropriate to call to remind the client of the appointment and any presurgical protocols to follow? Select one: a.7 b.5 c.4 d.1
d. 1
A cattle rancher has arranged with a veterinary practice to pay a set amount of money monthly on a large bill the rancher accumulated last winter when many members of the herd were infected with Mycobacterium avium subsp paratuberculosis. Which of the following best describes the type of account the rancher and the practice have set up? Select one: a.IOU b.Income c.Accounts payable d.Accounts receivable
d. Accounts receivable
A client comes to the clinic angry about a bill he has received. Which of the following team member is most likely to be called upon to handle this client? Select one: a.Receptionist b.Veterinary assistant c.Veterinarian d.Office manager e.Veterinary technician
d. Office Manager
Ideally, a veterinary practice's total annual inventory costs should equal what percentage of a practice's overall annual income? Select one: a.2% to 4% b.5% to 7% c.7 % to 10% d.12% to 15% e.17% to 20%
d.12% to 15%
What percent of individuals who seek treatment for depression can be treated successfully? Select one: a.10% b.20% to 30% c.40% to 60% d.80% to 90%
d.80% to 90%
How far in advance should strategic plans be developed? Select one: a.1 year b.5 years c.10 years d.All of the above
d.All of the above
A 9-year-old neutered male beagle dog is brought for examination because of a 6-month history of generalized lethargy and reluctance to walk. The dog is obese, and the veterinarian determines that the dog needs to lose approximately 15 lb. The client seems hesitant to take the actions necessary to improve the dog's health but does indicate a desire to keep the dog alive for as long as possible. Which of the following is the most appropriate course of action for the veterinary team to take? Select one: a.Dismiss the client because he does not seem willing to engage in the proper care of his pet. b.Refer the client to a new veterinary practice that does not have as many patients and will give this client the time he needs to learn proper pet care. c.Warn the client that he is endangering his pet's health and should read on the Internet some ways to help his dog lose weight. d.Allot extra time for client education; review with the client written instructions for the care of obese animals. e.Do nothing; if the client is unwilling to change his pet-care practices, the clinic has no further recourse.
d.Allot extra time for client education; review with the client written instructions for the care of obese animals.
A practice owner wants an effective means of training all employees to give the same answers to frequently asked client questions. Which of the following is the most appropriate method to employ? Select one: a.Correct team members each time they give incorrect or inappropriate responses to clients. b.Give annual seminars on the topic and mandate that all employees attend. c.Ask a product manufacturer to come in once monthly to give educational sessions to the staff. d.Develop a client service manual and give it to all employees.
d.Develop a client service manual and give it to all employees.
Placing personal phone calls from a work telephone should be done under which of the following circumstances? Select one: a.During the lunch break b.Before the clinic opens c.After the clinic closes d.During emergencies e.Whenever business is slow Feedback
d.During emergencies
A client of a veterinary practice reports that he is moving to another state and requests his horse's medical records. Which of the following is the most appropriate action by the veterinary clinic? Select one: a.Ask for the name and contact information of the veterinarian practice the client intends to use, and mail the medical records to them. b.Give the medical records to the client as requested. c.Refuse to release the medical records because they are the property of the clinic. d.Give a copy of the medical records to the client. e.Ask for the name and contact information of the practice the client intends to use; address the medical records to that person; and give the records directly to the client in a sealed envelope.
d.Give a copy of the medical records to the client.
A criminal waving a gun enters a veterinary clinic, demanding money and drugs. Which of the following is the most appropriate course of action for the team members to take? Select one: a.Try to calm down the intruder through conversation and leave the building. b.Surround the intruder and try to grab the gun. c.Run out the back door to get the police. d.Give the intruder the money from the cash drawer and any drugs that are readily available.
d.Give the intruder the money from the cash drawer and any drugs that are readily available.
Which of the following is the most appropriate way to discuss a lengthy and complex bill with a client? Select one: a.Give the invoice to the client, instruct the client to take a seat to look it over, and then come back to the desk with payment. b.Give the invoice to the client, instruct the client to take it home to examine it, and then call the clinic back with a credit card number for payment. c.Tell the client the invoice total and ask for payment. d.Show the invoice to the client and go through it line by line; ask for and answer any questions, then ask for payment.
d.Show the invoice to the client and go through it line by line; ask for and answer any questions, then ask for payment.
A client calls the practice to request medical records be released to a specialist for a cat that has been diagnosed with asthma. Which of the following is the most appropriate action? Select one: a.Have the original records ready for the client to pick up. b.Send original records directly to the specialist. c.Records belong to the practice and should not be released. d.The client must sign a waiver form in order to provide copies of the records to the specialist.
d.The client must sign a waiver form in order to provide copies of the records to the specialist.
The office manager walks into the kennel area, finds it empty of personnel, and observes an animal in a dirty cage. Which of the following team member is responsible for cleaning the dirty cage at this point? Select one: a.The groomer b.The veterinary assistant c.The veterinary technologist d.The office manager
d.The office manager
Which of the following best describes a product markup? Select one: a.A clinic-sold product whose list price has been increased because of an area-wide shortage of supply b.A clinic-sold product that has been discounted by a specific percentage to better match the price charged by competing online sellers c.The price that competing clinics charge for the same product d.The price a clinic paid for a product multiplied by a percentage to recover inventory management costs
d.The price a clinic paid for a product multiplied by a percentage to recover inventory management costs
A new drug for prevention of osteoarthritis in cats has come onto the market, and the veterinarian thinks the drug, which the practice will sell, may be helpful to many older cats. The veterinarian asks the staff to develop a list of clients with cats ages 10 years and older and to mail to them information about the drug, with a prompt to make an appointment to discuss the new treatment with the veterinarian. A team member sends out the mailing and alerts most of the team members about the mailing. Which of the following parts of this case example is most likely to cause a problem at the clinic? Select one: a.Older cats should not be singled out in a marketing campaign. b.The veterinarian should perform a clinical study prior to giving the drug to patients. c.The team member may be annoyed by the request to work on a promotional campaign. d.The team member informed most, but not all, of the staff that the mailing went out. e.The clinic should not promote pharmaceuticals for its patients.
d.The team member informed most, but not all, of the staff that the mailing went out.
Question text All of the following factors contribute to employee engagement EXCEPT: Select one: a.cultures that support innovation. b.creative thinking, high-level. c.emotional well-being. d.autocratic leadership style.
d.autocratic leadership style.
Ensuring team members are emotionally invested in the success of the practice and accountable for goal achievement is defined as: Select one: a.a SWOT analysis. b.SMART planning. c.emotional investment. d.employee engagement.
d.employee engagement.
All of the following are styles that contribute to the adult learning theory EXCEPT: Select one: a.see. b.hear. c.touch. d.memorize.
d.memorize.
All of the following are methods that team members can help take the veterinary hospital to the next level EXCEPT: Select one: a.attend continuing education. b.ongoing skills training. c.self-development of team members. d.take vacation.
d.take vacation.
Compassion fatigue affects all of the following, EXCEPT: Select one: a.clients. b.patients. c.fellow staff. d.the drug manufacture representative.
d.the drug manufacture representative.
During a weekly physical inventory, an inventory manager finds an unopened, expired vaccine on the clinic's shelf. Which of the following is the most appropriate course of action? Select one: a.Flag it for quick usage, and tell the staff that it must be dispensed soon. b.Call the distributor and ask if it will take the vaccine back. c.Donate it to a local pet shelter. d.Throw it in a trash can.
dispensed soon. b.Call the distributor and ask if it will take the vaccine back.
A client brings a cat to the practice for evaluation of a 2-day history of blood-tinged diarrhea. The veterinarian makes a diagnosis and recommends treatment, but the client cites an article on the Internet, and the client now believes this cat has a rare disorder. The client refuses to comply with the treatment recommendation, although the veterinarian is certain of the diagnosis, common to this breed of cat, and the best treatment for it. Which of the following is the most appropriate course of action for the veterinary team? Select one: a.Ask the client not to return to the practice until he is willing to comply with the veterinarian's recommendations. b.Ask another veterinarian from the practice to consult on the case. c.Repeat to the client the diagnosis and insist the treatment is appropriate for it. d.Clients such as this do not generally listen to recommendations; no action is required. e.Give the client a clean, printed copy of an educational handout that describes the cat's condition, the breed's propensity for the disease, and the recommended treatment.
e.Give the client a clean, printed copy of an educational handout that describes the cat's condition, the breed's propensity for the disease, and the recommended treatment.
When is it most appropriate for a veterinary team member to engage in career-planning exercises? Select one: a.While in school b.After graduation c.During the job search d.After 5 years on the job e.Ongoing
e.Ongoing
Which of the following could be a problem when using a just-in-time product or supply reordering method? Select one: a.Timeliness of marketing collateral b.Product expirations c.High holding costs d.Available shelf space e.Vendor backlogs
e.Vendor backlogs
