question

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

Ch. 2 Veterinary Practice Management – Flashcards

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