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94 Cards in this Set
- Front
- Back
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Ergonomics |
The science that studies the relationship between people and their work environments |
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Maintenance Diets |
A food that is developed for a pet in which the requirements needed to maintain a perfect body condition score have been meet
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Motion economy |
Elimination unnecessary steps or tasks, rearranging equipment, organizing procedures, and simplifying tasks
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Therapeutic Diets |
Diets recommended by a veterinarian to aid in the treatment of diseases or conditions |
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Time and Motion |
Refers to the amount of time and degree of motion required to perform a given task |
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What is the goal of time and motion |
To minimize the amount of time and motion it takes to perform a task |
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What does good posture prevent |
Stress-related injuries |
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Slouching causes what |
Neck, shoulder, back, and leg pain |
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What causes back injuries |
Continual, long-term, incorrect lifting |
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What is the goal of ergonomics |
The goal of ergonomics is to design a productive, efficient work space while reducing work-related injuries and discomfort |
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What can poor lighting cause |
Eyestrain Misinterpreted hospital sheets or records Missed parasites or abnormalities on PE |
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What can good lighting cause |
Enhances mood Decreases utility bill |
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What can barking dogs cause |
Stress and decrease efficiency |
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If the clinic is too hot |
Irritable clients and staff Decreased efficiency |
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If the clinic is too cold |
Proloned patient recovery from surgery Decreased efficiency |
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A design practice should maximize |
Efficiency, flow of clients and staff |
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Lt, warm colors create |
Cheerful setting |
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Cool colors create |
Tranquil setting |
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What are the 3 parts to a veterinary practice |
Front= reception, lobby, exam rooms Middle =lab, pharmacy, treatment Back= kennels and storage |
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What is the goal of the front of the hospital |
To make it a clean, comfortable, and inviting area |
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Which area of the hospital is motion economy the most important |
Middle |
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Aerobic |
Bacteria that requires air or oxygen for growth |
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Anaerobic |
Bacteria that do need air or oxygen for growth
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Anticoagulants |
Chemical added to a blood tube to prevent blood clot formation
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Cytology |
The viewing of cells on a microscope slide, under high magnification |
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EDTA |
Ethylenediaminetertraacetic acid is an anticoagulant that is added to a lavender top tube, preventing clotting of the blood
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Formalin |
A chemical that preserves tissue for histopathology. (known carcinogen)
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Histopathology |
The study of tissue or cells
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Plasma |
The liquid portion of blood that has anticoagulants added to prevent blood clotting
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Serum |
The liquids portion of blood without cells
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U.S. Food and Drug Administration (FDA) |
An agency of the U.S. Department of Health and Human Services and is responsible for regulation and supervising the safety of foods, dietary supplements, drugs, vaccines, biological medical products, blood products, medical devices, radiation-emitting devices, veterinary products, medical devices, radiation-emitting devices, veterinary products, and cosmetics
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Assertive Marketing |
Provides the clients with the information they need in order to accept the practice recommendations
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Blogging |
The practice of crating the "new" newsletter that must be linked to the practice's webpage
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Brand |
An identifying symbol, words, or mark that distinguishes a company from its competitors
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Community Service |
The donation of time to a non-profit organization
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Company-Supported Web Site |
A web site typically created by a design company
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Direct Marketing |
The most popular form of marketing and has been around for years
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Domain Name |
A name given to a web address that is recognizable, as web addresses are provided in numeric format
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External Marketing |
A marketing technique that targets potential clients
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FTP |
(File Transfer Protocol) the process of uploading web site information to the actual web site
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Host-the-Site Web Site |
A website that is developed and maintained by the practice, which can be done with the practice server or by renting space on another server |
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Indirect Marketing |
A marketing technique that is used by practices on a daily basis
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Internal Marketing |
A marketing technique that targets current or existing clients for services offered within the practice
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Mobile Media |
Mobile media implies that webpages are mobile friendly.
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On-Hold Messaging |
Messages that are played while clients are placed on hold, marketing products or services that the practice provides or recommends
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On-Site Hosting Web Site |
A predesigned web page that allows practices to change information on-site |
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Open House |
An event inviting clients to view the practice during nonworking hours |
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Pet Portals |
A web site designed to assist veterinary practices with the marketing of OTC products, foods, and prescription services
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SWOT Analysis |
An internal analysis of a company's strengths, weaknesses, opportunities, and threats
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Target Marketing |
A type of marketing in which a particular segment is picked to received a specific marketing plan
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URL |
The address of the web site on the World Wide Web |
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Web Site |
A site developed on the Internet to market the services available for the practice |
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Why are outside labs needed |
Veterinary staff do not always have the training, time, or equipment to perform many of the tests |
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What is the tissue volume to the volume formalin for histopath samples |
1/10 |
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Cytology samples should not be in the same bag as |
A formalin container (will degrade the sample) |
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Aerobic samples should be packaged |
with an ice pack |
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Anaerobic samples can be packaged |
At room temp |
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What should be on the sample label |
Pt name Date Type of specimen Your initials |
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Lab fees are generally ____ to the client to account for other costs involved |
Doubled |
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Body Language |
Posture, stance, and position that communicates messages to a listener |
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Client Communication |
Listening and understanding to client needs, then delivering the information needed to ensure complete understanding
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Client Compliance |
A key performance indicator monitoring the level of clients accepting recommendations made by the practice team
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Client Grievances |
Client complaints
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Client Retention |
A key performance indicator determining the number of clients that are retained in a practice between two set dates
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Client Survey |
A survey asking clients of their thoughts and opinions of the services received in a practice
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Estimates |
A printed idea of the cost of services and products that a client will incur while their pet is treated
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Informational Brochure |
A marketing piece of material informing existing and potential clients of the services offered by the practice
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Recalls |
The process of making phone calls to follow up with clients regarding procedures that were performed in the practice
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Reminders |
The generation of cards or letters reminding clients that their pet is due for a procedure
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Verbal Image |
The professional image that a person portrays while educating clients |
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How much of the monthly budget should be granted to marketing |
2-3% |
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What are the 4 P's of marketing |
Product Place Price Promotion |
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How often should marketing, internal and external, be analyzed |
Yearly |
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What does indirect marking increase |
Client retention Client Compliance |
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What is the goal of internal marketing |
Retain current clients |
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What are some examples of internal marketing |
Reminders Recalls Apt Newsletter |
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What is target marketing |
Targeting current clients with specific needs, breeds, or conditions |
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External marketing does not deliver |
Immediate results |
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What are some examples of outreach marketing |
Donations Gift certificates |
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What are good verbal skills |
Communicate effectively Listen clearly Enunciate clearly Appearconfident and professional Appear compassionate |
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What are good written skills |
Legible writing Clear communication Grammatically correct |
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Emails have a risk of being |
Misinterpreted |
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What is client compliance |
Number or percentage ofclients who accept recommendations made by the team |
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How is client compliance built |
Professionalism client education excellent service |
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Howdo you increase compliance |
Increasing team knowledge Increasing client education Client reminder calls |
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Body language accounts for how much communication |
60% |
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If a client has folder arms this could mean |
Unwilling to accept commendations unapproachable |
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Estimates enable clients to give |
Informed consent |
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What are some barriers to communication |
Language Culture Client is embarrassed Client isdefensive team member lacks confidence |
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What is the goal of client retention |
To retain 70-75% over a three year period |
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On an average day what percentage of clients receive service over the phone |
80% |
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What are the different types of callers |
The passive caller The assertive caller The aggressive caller |
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With the assertive caller it is OK to ask what kind of question |
Closed ended |
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Assertive callers care about the |
Bottom line |
