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85 Cards in this Set
- Front
- Back
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What are the responsibilities of a groomer |
Cleaning the clients, trimming fur and nails. Staying on the look out for abnormalities. Remain patient with the animals and communicate clearly with the owners. |
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What are the main duties associated with kennel assistants |
-Keep the patients and kennels clean. -Alert staff of any changes that may need to be further investigated. -They must also be trained on cleaning protocol as they will be dealing with cleaning chemicals. -They must also be trained on how to detect an emergency and prevention of the spread of disease. |
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What are the main duties associated with VA |
-Excel in physical restraints, labarotory skills, patient care, and client relations. -VA's are important because they work both the back end and the front end of the office acting as a jack of all trades almost. |
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What does NAVTA stand for |
National Assosoation of Veterinary Technicians in America |
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List the main duties associated with a Vet Tech |
-Graduate of a 2 year program. -The vet typically assigns a client to a VT and they assume most of the care as far as treatment protocol, medications, nutrition, labarotory test, and exercise. -They must document all treatments and observations including bowel movements, urination, test and examination results. -They may also update clients on the results of tests and treatments or the general status of their pets. |
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Vet Technologist |
Graduate of a 4 year program Higher level of education position May assume teaching position |
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Specialties |
-14 specialty academies And 1 society -Must accumulate a set amount of hours within a particular specialty within a set amount of years |
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Receptionist |
-Face of the office caring -listen and show empathy -greet clients -professional, polite, caring -listen and show empathy-greet clients -detail and clarify invoices-receive money-answer phones and make appointments -detail and clarify invoices -receive money -answer phones and make appointments |
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Office managers |
-Generally responsible for overseeing front office staff as well as training receptionist in customer service -bank deposit preparation and performance -courteous, friendly, professional |
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Veterinarian |
-Only member of team allowed to diagnose, prescribe medications, and preform surgery -4 years of professional and accredited schooling -Must be licensed where they perform -Must complete minimum number of hours in continuing education each year |
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Practice Managers |
-Handle client and personnel issues -supervise training -reviewing records -observing missed charges -ensuring policies are followed correctly |
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Hospital administrator |
-Complete authority of business and practice -setting budgets -paying bills -creating organizational structure -planning events -general knowledge of quality assurance and performance |
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Team |
All members are important Help others Cross training! If we work together better the clients and patients feel it |
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Enhancing staff education |
Online and community college Distance programs for those practicing and studying |
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Reception area |
-Be aware and monitor the general vibe -Clients may share information with each other, not always accurate, -monitor conversations and move clients if necessary -watch for toxic or uncomfortable topics -easier to isolate the offender then apologize to the victim -watch out for pet interaction, leashes and crates are required -children must be looked after and told to be careful of the strange animals -must also triage patients according to severity of their conditions -separate patients with symptoms of contagious diseases -do not place faces near part that hurt faces -be aware of the tidyness of the reception area, look out for poops and pees |
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Team ediquette |
-Polite and kind to other -Professional and treat team and clients with respect -clients, visitors, and team members observe your interactions -stress is associated with poor etiquette for clients -positive team culture |
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Negative Work Culture |
Teams that do not work well together Gossip Form cliques |
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Positive Work Culture |
-Pride -Ownership and accountability -clients care that exceeds expectation -respect for one another |
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Euthanasia |
-Etiquette must be practiced in these sensitive times -Clients are going through a very difficult time -Notify team members when it is planned -Sensitive atmosphere no giggling joking etc. -signs may be posted, lights turned off -business transactions before the euthanasia so they can leave right after |
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Why are name tags necessary |
Clients appreciate knowing who is caring for their animals. |
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Four components of the human voice |
Volume, tone, rate and quality |
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Voice Volume |
-Make listeners comfortable -Too loud listeners may pull the phone away and miss some of what you are saying -Too soft they may not want to ask you to raise your voice and still miss what you are saying |
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Voice Tone |
-Also called pitch -low comforting tone -avoid high squeaky tones they may become irritated and can't understand you -pleasant, confident, understandable -SMILE it makes a difference |
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Voice Rate |
-Too quickly and they can be confused -slowly and clearly -too fast may also imply you're too busy for their call |
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Voice Quality |
-combination of clarity, Volume, rate and tone -word choice and enunciation are important, poor choices lead to devalue of office |
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Answering Phone |
-Introduce yourself and where they have called -Write down name and patient name -Ask to place on hold, thank them when resuming the call -Guidelines on what not to say on the phone -also good to have FAQ for setting up appt, wanting to talk to Vets, asking for updates, asking about invoices, price shopping, angry and abusive callers, placing calls on hold, creating estimates, refill requests for food/meds, confirming appt, and Sx |
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Talkers |
-Some clients enjoy phone conversations -they enjoy talking about their pets and we may be the best listeners -acceptable to let them know there is other clients waiting and that we can call back -otherwise ask close ended questions |
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Receptionist team must be able to answer questions on |
-Vaccine protocol -Spaying and neutering -Sick pets -Heartworm preventative -Flea and tick preventative -Diets |
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Managing multiple phone lines |
-Phone should not ring more than 2 times -Everyone dives for phone at 3rd ring -Ask before putting on hold -Wait for answer, thank you -Resume, thank again for holding how may I help you - No more than 1 minute -Special messages automated while on hold help educate -call on cross trained members -never have answering machine on during day, won't leave a message find another practice. Answer ALL phone calls -if all lines are busy get more |
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Turning calls into appt |
-Turn every inquiring call into appt -Feel comfortable = ask questions -Answer in polite unhurried educated manner = appt - ask open ended questions -always ask to make an appt before the end of the call -establish relationship -personal comment about their cutie pets - explaining procedure and why they do the costs -offer appt at the end with a specific time slot!! -70% of calls should be make to clients |
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Taking messages for vet/vet tech |
Clients often call wanting to speak to the vet -determine if a tech can answer the questions -allows the doctor to continue practice uninterrupted -document the phone call after questions are answered |
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Liability |
-Hold accountable for incorrect verbal communication -misunderstood convo can be held against the practice -importance of documenting all phone calls in the patient record - Only vet should give advice on health care -never say wait and watch or at home medicine, if something happens you'll be held responsible -if they are concerned, bring it IN - |
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Managing mail |
-Many receive literature, some is junk but most is statements lab reports info on upcoming education ads for new products -Mail must be given to who it is addressed -statements and bills should be handed to the manager in charge of paying bills - all lab reports go to clients record and placed on the vets desk for review -magazines and journals are to be given to the subscriber -cont.edu. posted |
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Client relations |
-Draw opinion based on first 2 - 5 minutes of entering the building -This perception can continue through the rest of the visit (esp negative) -greet everyone, smile and greet -if on the phone a smile and a wave or "I'll just be with you in a moment" -greet by name and address pet leaves a better impact |
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What is this |
Client information sheet Every time they return it is important we reconfirm their information and sign Pets info is ESSENTIAL |
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Medical record |
-Dated each entry and signed -Everything goes in here -Kept on 81/2 by 11 -Every animal has one |
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What is this |
Another patient information sheet |
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Consent form |
-Every member must explain the meaning of the form before asked to sign -Self explanatory however must read consent forms -Not required by law but help protect the team -Info incl. on form should be known risks, alternatives, prognosis, and possible complications -Anesthetic forms should include that anesthesia could result in death -Vaccine forms incl. Risks and benefits -euthanasia say owner is present and willing -owners declining treatment must sign as well -brochures should be sent home if they decline |
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Medical record |
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Medical record sheet |
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Patient history |
-Client fill out form asking basic questions about history -rabies certificates incl. Number and tag -spay and neuter certificates -master problem list = summary of health status vacc. Lab test any disease and current meds can be listed on one sheet -also include any reaction to anything |
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Health certificates |
-required by airlines -interstate usually good for 10 days -fully examines by vet -international good for 30 -owners name address and number of person responsible for pet - all pets info should be incl. and accurate |
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Surgery anesthesia form |
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Hospitalization surgical form |
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Standard consent |
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Pre surgery questionnaire |
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Dental consent |
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Anesthesia form |
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Medical release form |
-Filled out and returned -Must not release otherwise according to privacy act -Give an estimated time of release -Some may charge fees for printing |
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Bording |
-Signed forms -Document medications what dosage and when -What food -Emergency contact info -Authorization to treat pet at vet standard |
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Handling special situations |
-Depending on day may be pleasant or difficult -Don't take personally -Do our best to turn their day around -turn angry calls into positive ones -once you've listened, review facts identify needs and provide solution -hand off to the appropriate person if necessary - in practice should be taken into a separate room and listened to privately -listen, usually diffused, try to offer solution -if mistake lies in practice, accept and apologize |
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Special grieving clients |
-Similar to losing family member sometimes -Shock and disbelief -Accepted and sad -In shock may be angry, possible -misprognosis or poor treatment -Make off with record and find another vet -take to isolation area and discuss privately -under influence cannot be reasoned with ask to come another time and help if necessary if they are sick or injured themselves sometimes ambulance or cops are required |
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Injury |
-Clients may slip or fall always have signs for wet floor -scales should have warning barriers -should be asked if they feel pain and if they need help -take pictures after client has left - all team members write down immediately what they saw happen |
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Immunization consent |
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Euthanasia release form/ authorization |
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Comprehensive medical history |
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Pre anethestic blood work form |
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Master problem list |
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Reviewing invoices |
-Always review before collecting -Services provided should be detailed -Should be knowledgeable enough to answer questions -Should be detailed and include everything -Explain services to better understand why the charge is what it is rather than a shock to them |
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Payment for services |
-usually cash credit or debit -practice manager chooses wether or not to accept credit -we pay small service fee to bank for accepting credit card -investigate options offer alternatives and implement debit features if not already -care credit is card for vet only apply online or at practice get approval in 10 to 20 mins -cash stores in safe away -cashiers check is from bank and represents guaranteed funds -always verify identification when processing payments |
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International Health certificate |
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Interstate certificate |
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Boarding admission |
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Boarding form |
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Invoice |
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Declined transactions |
-Quiet and discreetly inform them and ask or suggest alternative -policy should be developed to have some consistency throughout the practice -keep medication until they return, keep pet, keep credit card or ID -the leaders are to determine how to go about these things |
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Daily Reconciliation |
-Balancing accounts at the end of the day is a crucial task -Incomplete transactions, errors, missing money, credit card receipts, or checks can all be found when balancing. - Its must easier to find at the end of day than search next day -process of matching and comparing figures from a transcript total sheet - balance of totals sheet must match the funds |
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Cash Drawer |
-Usually has predetermined amount of cash for float, usually $200 -Total amount in cash should be that 200 plus any other cash payments from that day -must equal cash payments on the transaction sheet -once balances client cash is removed and set aside for deposit |
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Checks |
-Reconciled and compared as well -Totalled and compared if errors occurs sort them |
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Everything done correctly |
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Deposits |
-Recorded on deposit slip -Cash is entered on cash line and checks are entered individually -Check should be stamped for deposit only and clinic name -the back should include account number -cash and checks are totalled and entered at bottom of the slip -total must match cash and checks total on transaction sheet -should be made on daily basis -double checking each others work |
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Petty cash |
-Money set aside for business purchases when business checks aren't available -take money from petty cash bag and make purchase -receipt must be returned and placed in bag for balancing -counted at end of every shift |
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WOW Service |
-Practices don't get a second chance to make a first impression, -even with second chance it can take over 3 years to change a negative perception -one person tells their friends who tells their friends etc -first impressions come with time of voice, smiles, appearances, actions and word choice -prep for each visit -prep medical record before client arrives -preform compliance checks -stop transactions and create interactions -interactions build client relationships which build trust, without trust they won't accept reccomendations -being prepared allowed members to have tailored individual approaches for clients every time they visit |
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Front desk chaos |
-if practice looks frantic and phones are ringing off the hook clients may thing we won't have time for them -place call center in another area if possible -hire accordingly for front office they are the first and lasting impression -have different desk space for clients checking in and checking out if possible -review appt times and stagger scheduling to avoid overlapping -they know if customer service is good or bad not necessarily the medicine, if service is good then doctors can do no wrong |
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Waiting clients |
-Inevitably there will be backflow - have a back up plan -keep tabs on who's been waiting -compliance drops with wait time -catalog abnormalities -call ahead if there will be back up and offer to reschedule if necessary - 5 feels like 10 in a small room, remember communication is key -coffee tea or water may help in reception area -some will have toys for kids -may also take this time to educate clients on services -may also take pictures and uploaded to practice management software -develop relationship by going extra mile during wait time |
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Grand finale |
- when all is done they return to desk to check out - service must be prompt, perfect and chaos free - review the visit, repeat any reccomendations made by the team must hear it 3 times before it sticks - schedule follow ups -ensure invoice is correct and explain charges -see if they need help carrying anything to the car (crate food etc) -follow up with every client -if young pet received vacc call that night to see if they're adjusting okay -if there was surgery call and ensure they're ok -answer any questions - ask how our service was develop a survey maybe to submit anonymously |
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Legibility |
-Records must be legible and able to be read by anyone -Easier read by team mates means faster diagnosis -Released to another practice speciality hospital or court -Poor legibility may make certain care deemed incomplete due to legibility -Admission of professional incompetence and implies service was substandard -Upgrade to paperless if constant issue arises |
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File system |
Paper records typically filed alphabetically Others are done by client number |
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Paper records |
Separated by coloured paper (usually gender) Names can be listed for quick access if multiple animals in file |
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Labels |
Colour coding exterior helps identify midfield charts Coloured stickers draw attention to important medical needs Will bite, anethestic alert, vaccine reaction May also be used on cages DISCREETLY |
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Computerized records |
Filed in computer by name and numbers, last name Any record accessed by any computer Truly paperless means does not have additional client files or folders Forms and labs are scanned into the computer, signed electronically Client ID numbers must be verified b4 entering new reports Greatest advantage is it can be accessed by any computer Back up should be installed in case of emergency (generators, stored on external hard drives etc) |
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Choosing software |
Variety of apps Management based Some are medical record based Integrated the 2 together some |
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Medical record |
Each patient needs a medical record Must be easy to retrieve Must be complete SOAP format Records should be composed as legal documents Legibility is a must |
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What's in a medical record |
Literally everything so many things Client and pet info sheet Previous medical history Vacc history Primary complaint PE Diagnosis Lab results Treatments Prognosis Surgical report Treatment plans s |
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Taking a history |
All info must be summarized Clients will chat and give up info may be important to the history |
