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?
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Subjective, Objective, Assessment, Plan- What is a VCPR?
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Veterinarian-Client-Patient Relationship- What is the main goal of using open-ended questions with clients?
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To encourage clients to share more detailed information rather than a simple yes or no- What is active listening?
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Fully concentrating on, understanding, and responding to what a speaker is saying- What is reflective listening?
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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?
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Defensiveness or disengagement- Why should a technician provide written discharge instructions in addition to verbal ones?
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Written instructions reinforce verbal information and improve client recall and compliance- What is client compliance in a veterinary setting?
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The degree to which a client follows the recommended treatment plan- What should be given to a client before performing a costly procedure?
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A written cost estimate- What is informed consent?
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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?
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A controlled substance log recording every use, waste, and administration- What is the purpose of telephone triage in a veterinary practice?
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To determine how urgently a patient needs to be seen based on the caller's description- What is "capacity for care"?
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A practice's ability to provide timely, appropriate care by managing scheduling and case flow efficiently- What is client retention?
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The ability of a practice to keep clients returning for repeat visits over time- Give one example of a practice key performance indicator (KPI).
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Average client transaction (revenue per visit)
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