Ch. 2 Veterinary Practice Management – Flashcards
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Appointment System
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System by which clients called ahead and are given a specific time and ate to come into the practice
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Consultation
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Specific period of time that the veterinarian meets with the client and the patient for the purpose of diagnosis/treatment
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NCVEI
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National Commission on Veterinary Economic Issues
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AAHA
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American Animal Hospital Association; provides vet professionals w/ resources, including member services, continuing education, and hospital accreditation standards
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CVPM
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Certified Veterinary Practice Manager
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Money owed to the practice by the client for the sale of goods and services
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Accounts Receivable
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The total money taken in by a practice before subtracting expenses incurred
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Gross revenue
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The amount of money left over after all business expenses are subtracted from the gross revenue
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Profits
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The measurement of the amount of money coming into and going out of the practice
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Net income
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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
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Petty cash
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A facility in which the practice conducted may include inpatient as well as outpatient diagnosis and treatment
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Clinic
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A practice that conducts its work from a vehicle that can make farm or house calls
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Mobile facility
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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.
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Veterinary Teaching Hospital
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A facility that is set up to allow large animals to be brought to the practice for examination or treatment.
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Haul-in facility
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A facility in which the practice conducted typically includes inpatient as well as outpatient diagnosis and treatment.
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Hospital
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A facility in which veterinarians with a special interest in a specific species or area of veterinary medicine provide services.
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Referral facility
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A practice that is limited in the service it provides as they do not have the facilities to perform inpatient diagnostics or treatment
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Office
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A facility in which the primary function is to treat and monitor critically ill or injured animals.
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Emergency facility
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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.
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On-call emergency service
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A facility where services are provided by board certified veterinary specialists.
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Specialty Facility
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Basic animal husbandry
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Kennel attendant
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Performing Surgery
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Veterinarian
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Updating Client and patient information
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Receptionist
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Animal restraint
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Veterinary assistant
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Making appointments
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Receptionist
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Patient assessment
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Veterinary technician/technologist
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Client education
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Veterinary technician/technologist
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Filling prescriptions
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Veterinary assistant
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Sending out vaccine reminders
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Internal marketing
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Sponsoring a Little League team
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external marketing
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Personal appearance of staff
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Internal marketing
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Sincere care for an concern about each client
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Internal marketing
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Creating a Facebook page for the practice
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External marketing
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Sending out newsletters
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Internal marketing
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Placing an advertisement in the Yellow Pages
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External marketing
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One-stop shopping
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Internal marketing
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A clean and attractive facility
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Internal marketing
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A sign outside the practice
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External marketing
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For a veterinary practice to be successful, most of the staff will play some type of role related to management. (T/F)
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True
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The types of staff positions that are needed will vary greatly depending on the size and type of practice. (T/F)
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False
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When it comes to naming veterinary facilities, the terms hospital, clinic, and office can be used interchangeably. (T/F)
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False
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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)
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True
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In most well-run veterinary practices, job duties are performed by an staff member who is available to accomplish the task. (T/F)
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False
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Pet owners who have owned pets previously usually have a good understanding of the care their pet needs. (T/F)
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False
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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)
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True
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To save time during an appointment, it is okay to have a client restrain his or her own pet. (T/F)
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False
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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)
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True
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As long as clients wear the proper personal protective equipment, they can accompany their pet into the radiology suite. (T/F)
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False
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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)
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True
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Anyone entering the operating room during a surgery, should be wearing the appropriate clothes, shoes, cap and mask. (T/F)
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True
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In a mixed animal practice, the same examination rooms are used for large-animal and small-animal patients. (T/F)
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False
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Many larger equine practices have a single room used for anesthetic induction and anesthetic recovery. (T/F)
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False
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Job descriptions should be used for hiring new employees and for replacing existing employees. (T/F)
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True
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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)
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False
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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)
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False
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Stress can be caused by both positive and negative life events. (T/F)
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True
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The terms marketing an advertising mean the same thing. (T/F)
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False
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The main goal of external marketing is to attract new clients to the practice. (T/F)
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True
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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)
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True
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Veterinary practices are relying less on the use of telephone Yellow Book advertisements as a marketing tool. (T/F)
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True
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Newspaper advertisements are a good marketing tool for a practice that is located in a larger metropolitan area. (T/F)
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False
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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)
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False
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To insure that clients pay their bills in full at the time of service, clinics should not offer payment options to clients. (T/F)
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False
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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)
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True
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Pet insurance works in a similar manner to human health insurance. (T/F)
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False
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Ideally, physically counting the inventory in a veterinary practice should be done once a year. (T/F)
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False
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Some veterinary practices have completely eliminated paper medical records and replaced them with electronic medical records. (T/F)
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True
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Increased competition, new technology, increasing numbers of malpractice threats, and shifting client expectations have
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Made it more difficult to manage a veterinary practice
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In a typical veterinary practice, the person who acts as the CEO and delegates areas of responsibility is usually the
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Veterinarian owner
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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
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Hospital administrator
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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
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Assign each member of the team a specific piece of equipment to clean and maintain
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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.
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Two
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Placement of the laboratory and pharmacy in a central location is very important because
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They are often used for both outpatients and hospitalized patients
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Practices need to get the maximum use of out of their storage area beacuse
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This space typically generates very little income
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It is more common to perform a necropsy when a large animal dies than when a small animal dies because
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There is a need to determine if the rest of the herd is threatened
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A client's judgment regarding the quality of medicine provided at a veterinary practice is generally based on
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The level of service the client receives
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One of the most common selection criteria used by clients when choosing a veterinary practice is
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The location
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Complaints against veterinary practices are usually caused by
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Ineffective communication
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Which on of the following practices should be most successful when it comes to animal strategic planning for the practice?
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The practice in which all staff are involved in the planning
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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)
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Organizational Chart
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When it comes to determining compensation for an employee, it is best to base the employee's pay on
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performenace
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One of the most important reasons for holding regular employee evaluations it to
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improve the employee's performance
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Which one of the following statements is the most accurate when it comes to describing what marketing is for a veterinary practice?
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Any effort the practice makes to retain or obtain clients and make the practice more visible in the community
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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
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practice employees can educate clients about the food they purchase
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When it comes to a veterinary practice's website, it is important that
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the website is updated on a regular basis
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One of the financial tasks that many practices won't do on their own is
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Prepare a yearly tax return
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A financial report that lists a practice's assets and liabilities is called a(n)
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Balance sheet
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A financial report that is used to evaluate the financial performance of a practice for a specified period of time is called a(n)
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Income statement
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When determining the financial success of a veterinary practice, the ________ is the most important indicator.
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Profitability
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One of the main reasons for why inventory management is so important in a veterinary practice is because
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Inventory is a significant expense for a practice
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