Deck 2: Office Procedures and Client Relations

Question 1

Phone etiquette is illustrated by:

A) a friendly tone of voice
B) abrupt, short, efficient answers
C) allowing the phone to ring more than three times to enable the caller to formulate thoughts
D) de-emphasizing verbal skills

Answer 1

a friendly tone of voice

Question 2

A dispensing fee is added to a medication to:

A) take additional money from the client
B) recover costs associated with the pill vial, label, and time to fill a script
C) recover costs associated with holding and ordering
D) recover costs associated with expired product

Answer 2

recover costs associated with the pill vial, label, and time to fill a script

Question 3

SOP is defined as:

A) standard operating procedure
B) subjective objective procedure
C) standard objective procedure
D) subjective operating procedure

Answer 3

standard operating procedure

Question 4

A term used to price a product based on a percentage of the cost is the:

A) margin
B) markup
C) revenue
D) deductible

Question 5

What is the best way to address a client's potential financial difficulties in paying for veterinary services?

A) Say, "How will you be paying for today's visit? We accept cash, checks, and credit cards."
B) Provide an estimate before the client consents to treatment.
C) Give the client the bill at the end of the visit and do not offend him or her by inquiring about money beforehand.
D) Insist on full payment before an examination is initiated.

Question 6

A congenital condition is defined as:

A) a condition that is developed after a traumatic injury
B) a condition that is present at birth
C) a condition that develops with age
D) all of the above

Question 7

Inventory costs at 14% and habitual use of reorder points are two factors in inventory management that would indicate:

A) that the practice is ordering drugs in quantities that are too small and must reorder too often
B) that the practice is ordering too many drugs that are expiring before they can be used
C) an efficient and well-run inventory program
D) that too much space and capital are tied up in inventory

Question 8

The only important communication with clients occurs in which form?

A) Written communication
B) Verbal communication
C) Body language
D) All of the above

Question 9

The federal act that prevents someone from using unruly tactics when trying to collect on an overdue account is:

A) Fair Debt Collection Practices Act
B) The Right-to-Know Act
C) Equal Employment Opportunity Act
D) Fair Labor Standards Act

Question 10

An account receivable is the:

A) amount a client owes the practice
B) amount the practice owes a client
C) amount the practice owes a creditor
D) none of the above

Question 11

A percentage that the policyholder is responsible for after the deductible has been met is referred to as:

A) co-pay
B) premium
C) deductible
D) excluded service

Question 12

Which statement concerning medical records is most accurate?

A) By law, medical records must measure $\times$ 11 inches.
B) Any errors should be corrected with "white out."
C) By law, clients are not entitled to have access to their animal's medical records.
D) Information must be entered at the time the service is provided.

Question 13

A client calls to ask for advice. Her dog has vomited several times, and she is concerned that the pet may be seriously ill. She asks if there is anything she can do for the animal. Which of the following is an appropriate response?

A) "I cannot give you advice over the phone. Please bring the dog in for examination."
B) "We don't offer first aid advice over the telephone. Perhaps another veterinary practice can help you."
C) "Yes, I'm sure we can help your dog. May I make an appointment for you so the doctor can examine the dog?"
D) "Try giving the dog some Pepto-Bismol. If that doesn't work, there's not much more you can do for him."

Question 14

Conditions or abnormalities that are transmitted from the parents to the offspring and that can cause death or illness are known as:

A) congenital conditions
B) transparent conditions
C) hereditary conditions
D) none of the above

Question 15

All of the following information must be included on a prescription label, except:

A) name of drug.
B) strength.
C) expiration date.
D) product lot number.

Question 16

The inventory point at which additional product is ordered is known as:

A) EOQ
B) reorder point
C) shrinkage
D) premium point

Question 17

When a practice has a loss of a product without explanation, this is referred to as:

A) reorder point.
B) economic order quantity.
C) shrinkage.
D) inventory turnover.

Question 18

The shelf life of an item in inventory should not exceed which of the following?

A) 3 months
B) 6 months
C) 12 months
D) Manufacturer's suggested expiration date

Question 19

OTC products can be sold under which of the following conditions?

A) With a valid written prescription from the veterinarian
B) With a current client-patient relationship
C) Without a current client-patient relationship and without a written prescription
D) Never

Question 20

A client's first impression of the veterinary practice begins:

A) with the veterinary examination
B) when the client walks in the front door of the practice
C) with the phone call initiated by the client
D) with the veterinary technician

Question 21

The first stage of grief is:

A) bargaining
B) anger
C) denial
D) sorrow

Question 22

What form should be signed by the client indicating that all information about a medical procedure has been provided?

A) blanket consent form
B) informed consent form
C) client information form
D) patient information form

Question 23

A euthanasia form authorizes:

A) necropsy of a deceased pet
B) disposal of a deceased pet
C) death of a pet in a humane manner
D) heroic measures to save the pet

Question 24

Any accident or illness contracted, manifested, or incurred before an insurance policy activation is referred to as:

A) congenital disorder
B) hereditary disorder
C) preexisting health condition
D) pre-enrollment disorder

Question 25

Surgical patients must be examined within how many hours prior to anesthesia?

A) 1 hour
B) 6 hours
C) 12 hours
D) 48 hours

Question 26

Trust and compliance can be built by:

A) understanding body language
B) a willingness to listen
C) clear, consistent communication
D) all of the above

Question 27

If a practice allows clients to charge services, the total AR should never exceed:

A) 1% to 2% of revenue
B) 2% to 3% of revenue
C) 4% to 5% of revenue
D) 6% to 8% of revenue

Question 28

Which is the most appropriate label direction on dispensed medication?

A) Give 1 tablet every 8 hours
B) Give 1 tablet by mouth every 8 hours
C) Give 1 tablet by mouth three times daily
D) Give 1 tablet q8h

Question 29

Assisting clients in the bereavement process includes:

A) suggesting ways to memorialize their pet
B) describing details of other clients who have recently lost their pets
C) suggesting replacing their lost pet with a new one right away for comfort
D) helping them understand that it is only the loss of a pet, not a person

Question 30

The most correct answer regarding debt collection is:

A) accounts of 30 days or less are easiest to collect
B) accounts greater than 90 days are easiest to collect
C) accounts less than 30 days cannot be turned over to a collections agent
D) accounts may be easier to collect on a 7-year plan with an agency

Question 31

Indemnity insurance offers:

A) compensation for treatment of injured and sick pets
B) compensation for the death of a pet
C) all of the above
D) none of the above

Question 32

POMR refers to:

A) problem objective medical record
B) problem-oriented medical receipt
C) problem objective medical receipt
D) problem-oriented medical record

Question 33

Estimates for a procedure should be reviewed with the client:

A) before the patient is brought to the owner
B) after the patient is brought to the owner
C) before the procedure
D) both B and C

Question 34

Total inventory costs should remain at:

A) up to 10% of gross revenue
B) 12% to 15% of gross revenue
C) 16% to 20% of gross revenue
D) 20% to 30% of gross revenue

Question 35

Animals that are leaving the United States for export to another country may be required to receive a (an):

A) intrastate health certificate
B) interstate health certificate
C) international health certificate
D) national health certificate

Question 36

Determine the client's charge for a product that costs the practice $36.00 to purchase, with a 0% markup fee:

A) $36.00
B) $72.00
C) $86.00
D) $98.00

Question 37

SOAP refers to:

A) subjective objective assessment plan
B) subjective-oriented assessed plan
C) subjective oral assessed plan
D) subjective objective active plan

Question 38

The Fair Debt Collections Act allows:

A) a message to be left with the client's employer regarding details of the account
B) collectors to threaten clients in order to collect funds
C) protection for the client against collections personnel
D) debtors to be called anytime

Question 39

Determine the client's charge for a bottle of Rimadyl that costs the practice $86.00 to purchase. The product markup is 100%.

A) $86.00
B) $172.00
C) $258.00
D) $129.00

Question 40

The loss of a product without explanation is known as:

A) EOQ
B) reorder point
C) shrinkage
D) premium point

Question 41

Active listening is conveyed by:

A) thoughtful silence
B) advising
C) ordering
D) questioning

Question 42

Which is the best strategy for communicating lab test results that come in after an appointment?

A) Email or mail the results.
B) Call the client to discuss the results over the phone.
C) Wait for the client to call so you know they are ready.
D) Report results to the client with a paper copy only for documentation.

Question 43

Team members that maintain eye contact with clients make the client feel:

A) belittled.
B) challenged
C) confident in recommendations from the team member.
D) that they have a lack of knowledge compared to that of the team member.

Question 44

The ultimate role of the veterinary technician in the bond between a client and pet is to:

A) state your opinion about their relationship
B) participate in the human-animal-human bond
C) educate the client in what they are doing wrong
D) be a partner with the client in helping maintain that bond

Question 45

Effective listening in the grief counseling process involves which of the following?

A) Describing your own pet losses so the client can hear and feel your empathy
B) Repeating back exactly what the client says
C) Tolerating periods of silence
D) None of the above

Question 46

The ultimate goal of communication is to:

A) listen closely to the speaker
B) speak clearly
C) exchange information
D) make sure you take good notes

Question 47

Summarizing what a client expresses is referred to as:

A) reflection.
B) validation.
C) attending.
D) effective listening.

Question 48

As a veterinary staff member who handles most of the euthanasia in a practice, what is an appropriate step for you to take to handle your feelings of loss?

A) Maintain a close emotional tie with the clients.
B) Realize that euthanasia is part of the cycle of pet care and it will get easier.
C) Participate in a support group for veterinary staff.
D) Keep your feelings to yourself; the pet owner needs quiet time to process the loss.

Question 49

Scheduling appointment time with a grieving client following the loss of a pet is an example of which step in the grief counseling process?

A) Attending
B) Validating the loss
C) Achieving closure
D) Dissipating self-directed anger

Question 50

When should written forms of communication be sent home with clients?

A) After surgical procedures only
B) Only when requested
C) After every visit
D) None of the above

Question 51

People communicate in many ways, including reading, writing, listening, speaking, and body language. Which of the following statements is the most accurate?

A) With the advent of the computer and e mail, reading and writing have become the most common forms of communication.
B) When interacting with clients, it is possible to use so many of your senses that you overwhelm the communication.
C) Verbal communication is the best way to get your point across.
D) Body language accounts for more than half of person-to-person communication.

Question 52

Positive body language includes eye contact, facial expression, and:

A) facing toward people when talking to them
B) looking at people's hand gestures when talking to them
C) watching people's body language when talking to them
D) keeping your hands still while talking to someone