Client communication techniques, practice workflow, and basic veterinary practice management concepts for the veterinary technician.
29 cards · basic cards · AI-written, checked twice. Edit anything.
- What does SOAP stand for in veterinary medical records?
- Subjective, Objective, Assessment, Plan
- What is a VCPR?
- Veterinarian-Client-Patient Relationship
- What is the main goal of using open-ended questions with clients?
- To encourage clients to share more detailed information rather than a simple yes or no
- What is active listening?
- Fully concentrating on, understanding, and responding to what a speaker is saying
- What is reflective listening?
- Restating or paraphrasing what a client said to confirm understanding
- In client communication, what does closed body language (crossed arms, minimal eye contact) typically signal?
- Defensiveness or disengagement
- Why should a technician provide written discharge instructions in addition to verbal ones?
- Written instructions reinforce verbal information and improve client recall and compliance
- What is client compliance in a veterinary setting?
- The degree to which a client follows the recommended treatment plan
- What should be given to a client before performing a costly procedure?
- A written cost estimate
- What is informed consent?
- A client's agreement to a procedure after being told its risks, benefits, and alternatives
- Under DEA regulation, what must a veterinary practice maintain for controlled substances?
- A controlled substance log recording every use, waste, and administration
- What is the purpose of telephone triage in a veterinary practice?
- To determine how urgently a patient needs to be seen based on the caller's description
- What is "capacity for care"?
- A practice's ability to provide timely, appropriate care by managing scheduling and case flow efficiently
- What is client retention?
- The ability of a practice to keep clients returning for repeat visits over time
- Give one example of a practice key performance indicator (KPI).
- Average client transaction (revenue per visit)