Ch. 2 Veterinary Practice Management – Flashcards
Unlock all answers in this set
Unlock answersquestion
Traffic Flow
answer
Pattern of movement of patients through the practice
question
Outpatient
answer
Patient that comes into the practice and is treated and leaves w/o staying
question
Strategic Planning
answer
An organization's process for defining or updating its vision, mission, and strategy and allocating resources toward achievement of these goals
question
Walk-In System
answer
Clients come into the practice at will with no appointment needed
question
Appointment System
answer
System by which clients called ahead and are given a specific time and ate to come into the practice
question
Consultation
answer
Specific period of time that the veterinarian meets with the client and the patient for the purpose of diagnosis/treatment
question
NCVEI
answer
National Commission on Veterinary Economic Issues
question
AAHA
answer
American Animal Hospital Association; provides vet professionals w/ resources, including member services, continuing education, and hospital accreditation standards
question
CVPM
answer
Certified Veterinary Practice Manager
question
Money owed to the practice by the client for the sale of goods and services
answer
Accounts Receivable
question
The total money taken in by a practice before subtracting expenses incurred
answer
Gross revenue
question
The amount of money left over after all business expenses are subtracted from the gross revenue
answer
Profits
question
The measurement of the amount of money coming into and going out of the practice
answer
Net income
question
A small amount of discretionary funds that are used to make small purchases for which it is not practice to write a check or use a credit card
answer
Petty cash
question
A facility in which the practice conducted may include inpatient as well as outpatient diagnosis and treatment
answer
Clinic
question
A practice that conducts its work from a vehicle that can make farm or house calls
answer
Mobile facility
question
A facility that consists of a large staff of DVMs who provide clinical and hospital services, but who also perform significant research, along with education professional veterinary students.
answer
Veterinary Teaching Hospital
question
A facility that is set up to allow large animals to be brought to the practice for examination or treatment.
answer
Haul-in facility
question
A facility in which the practice conducted typically includes inpatient as well as outpatient diagnosis and treatment.
answer
Hospital
question
A facility in which veterinarians with a special interest in a specific species or area of veterinary medicine provide services.
answer
Referral facility
question
A practice that is limited in the service it provides as they do not have the facilities to perform inpatient diagnostics or treatment
answer
Office
question
A facility in which the primary function is to treat and monitor critically ill or injured animals.
answer
Emergency facility
question
An option provided by some veterinary facilities that will treat emergencies but do not necessarily have veterinarians and staff on the premises during all operating hours.
answer
On-call emergency service
question
A facility where services are provided by board certified veterinary specialists.
answer
Specialty Facility
question
Basic animal husbandry
answer
Kennel attendant
question
Performing Surgery
answer
Veterinarian
question
Updating Client and patient information
answer
Receptionist
question
Animal restraint
answer
Veterinary assistant
question
Making appointments
answer
Receptionist
question
Patient assessment
answer
Veterinary technician/technologist
question
Client education
answer
Veterinary technician/technologist
question
Filling prescriptions
answer
Veterinary assistant
question
Sending out vaccine reminders
answer
Internal marketing
question
Sponsoring a Little League team
answer
external marketing
question
Personal appearance of staff
answer
Internal marketing
question
Sincere care for an concern about each client
answer
Internal marketing
question
Creating a Facebook page for the practice
answer
External marketing
question
Sending out newsletters
answer
Internal marketing
question
Placing an advertisement in the Yellow Pages
answer
External marketing
question
One-stop shopping
answer
Internal marketing
question
A clean and attractive facility
answer
Internal marketing
question
A sign outside the practice
answer
External marketing
question
For a veterinary practice to be successful, most of the staff will play some type of role related to management. (T/F)
answer
True
question
The types of staff positions that are needed will vary greatly depending on the size and type of practice. (T/F)
answer
False
question
When it comes to naming veterinary facilities, the terms hospital, clinic, and office can be used interchangeably. (T/F)
answer
False
question
When it comes to delegating tasks, the best-run clinics assign tasks to the lowest paid person who can legally and competently complete the task. (T/F)
answer
True
question
In most well-run veterinary practices, job duties are performed by an staff member who is available to accomplish the task. (T/F)
answer
False
question
Pet owners who have owned pets previously usually have a good understanding of the care their pet needs. (T/F)
answer
False
question
A separate entrance and exit to the veterinary practice should be provided to make it easier for clients to enter and exit the practice. (T/F)
answer
True
question
To save time during an appointment, it is okay to have a client restrain his or her own pet. (T/F)
answer
False
question
If laboratory samples (e.g. blood, urine) need to be collected during an appointment, the patient should be taken to the treatment area. (T/F)
answer
True
question
As long as clients wear the proper personal protective equipment, they can accompany their pet into the radiology suite. (T/F)
answer
False
question
When discharging an animal and reviewing home care instructions with the client, it is best to have the client pay their bill before their pet is brought out to them. (T/F)
answer
True
question
Anyone entering the operating room during a surgery, should be wearing the appropriate clothes, shoes, cap and mask. (T/F)
answer
True
question
In a mixed animal practice, the same examination rooms are used for large-animal and small-animal patients. (T/F)
answer
False
question
Many larger equine practices have a single room used for anesthetic induction and anesthetic recovery. (T/F)
answer
False
question
Job descriptions should be used for hiring new employees and for replacing existing employees. (T/F)
answer
True
question
If an applicant submits a resume and cover letter to a practice, there is no need to have them also complete a job application. (T/F)
answer
False
question
When a practice hires a new staff member who has many years of experience from previous work at a different clinic, training is not necessary. (T/F)
answer
False
question
Stress can be caused by both positive and negative life events. (T/F)
answer
True
question
The terms marketing an advertising mean the same thing. (T/F)
answer
False
question
The main goal of external marketing is to attract new clients to the practice. (T/F)
answer
True
question
If a client does not respond to the first reminder they are sent, the practice should follow-up by sending a second reminder, and even a third reminder, if needed. (T/F)
answer
True
question
Veterinary practices are relying less on the use of telephone Yellow Book advertisements as a marketing tool. (T/F)
answer
True
question
Newspaper advertisements are a good marketing tool for a practice that is located in a larger metropolitan area. (T/F)
answer
False
question
The money that a veterinary practice owes for the purchase of a new piece of equipment would be considered an asset of the practice. (T/F)
answer
False
question
To insure that clients pay their bills in full at the time of service, clinics should not offer payment options to clients. (T/F)
answer
False
question
If a pet is brought to the clinic with life-threatening injuries, the pet should be stabilized before a treatment plan/estimate is prepared. (T/F)
answer
True
question
Pet insurance works in a similar manner to human health insurance. (T/F)
answer
False
question
Ideally, physically counting the inventory in a veterinary practice should be done once a year. (T/F)
answer
False
question
Some veterinary practices have completely eliminated paper medical records and replaced them with electronic medical records. (T/F)
answer
True
question
Increased competition, new technology, increasing numbers of malpractice threats, and shifting client expectations have
answer
Made it more difficult to manage a veterinary practice
question
In a typical veterinary practice, the person who acts as the CEO and delegates areas of responsibility is usually the
answer
Veterinarian owner
question
When it comes to practice management positions, individuals who are typically responsible for all activities of the practice and run the hospital in conjunction with the practice's owner(s) would be referred to as the
answer
Hospital administrator
question
The best way to insure that all of the major pieces of equipment in a veterinary practice are cleaned and maintained on a regular basis is to
answer
Assign each member of the team a specific piece of equipment to clean and maintain
question
To minimize the amount of time clients have to wait in the reception area, there should be _____ examination rooms available for each veterinarian working on a particular day.
answer
Two
question
Placement of the laboratory and pharmacy in a central location is very important because
answer
They are often used for both outpatients and hospitalized patients
question
Practices need to get the maximum use of out of their storage area beacuse
answer
This space typically generates very little income
question
It is more common to perform a necropsy when a large animal dies than when a small animal dies because
answer
There is a need to determine if the rest of the herd is threatened
question
A client's judgment regarding the quality of medicine provided at a veterinary practice is generally based on
answer
The level of service the client receives
question
One of the most common selection criteria used by clients when choosing a veterinary practice is
answer
The location
question
Complaints against veterinary practices are usually caused by
answer
Ineffective communication
question
Which on of the following practices should be most successful when it comes to animal strategic planning for the practice?
answer
The practice in which all staff are involved in the planning
question
A document that is a visual representation of how authority and responsibility flow between the various areas of the practice or practice staff is called a(n)
answer
Organizational Chart
question
When it comes to determining compensation for an employee, it is best to base the employee's pay on
answer
performenace
question
One of the most important reasons for holding regular employee evaluations it to
answer
improve the employee's performance
question
Which one of the following statements is the most accurate when it comes to describing what marketing is for a veterinary practice?
answer
Any effort the practice makes to retain or obtain clients and make the practice more visible in the community
question
When it comes to the sale of products such as pet food, the veterinary practice is at an advantage over feed stores and grocery stores because
answer
practice employees can educate clients about the food they purchase
question
When it comes to a veterinary practice's website, it is important that
answer
the website is updated on a regular basis
question
One of the financial tasks that many practices won't do on their own is
answer
Prepare a yearly tax return
question
A financial report that lists a practice's assets and liabilities is called a(n)
answer
Balance sheet
question
A financial report that is used to evaluate the financial performance of a practice for a specified period of time is called a(n)
answer
Income statement
question
When determining the financial success of a veterinary practice, the ________ is the most important indicator.
answer
Profitability
question
One of the main reasons for why inventory management is so important in a veterinary practice is because
answer
Inventory is a significant expense for a practice