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93 Cards in this Set
- Front
- Back
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Give a few examples of goals that should be set when planning the success of the vet clinic
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facilities: estimates
personell: hire,train equipment: budget |
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What are the two main areas of planning?
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Setting goals
strategic planning |
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What is a strategic plan?
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used to set goals and objectives and timelines
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What does SMART stand for when referring to goals?
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Specific
Measurable Attainable Relevant Time Appropriate |
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What four factors fall under control of the veterinary hospital when trying to manage revenue?
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expenses
inventory receivables lost or stolen money |
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Who are vendors?
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provide products to veterinary hospitals and other businesses; sales people
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Describe the inventory cycle
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inventory is taken
orders are placed orders/invoices are received billed payments are made |
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List a few responsibilities of the inventory manager
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planning
ordering receiving stock management reviewing |
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What type of qualities does an inventory manager need to be successful?
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good shopper
careful/deliberate responsible |
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What is a purchase order
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it traces inventory, invoices are paid
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List three factors to control the timing of orders
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time needed for delivery
rate of inventory safety stock level |
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What are the pros and cons to campaign advertising?
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cons-doctors and techs get sucked in, glitzy marketing campaigns
pros-new items, purchase protocols |
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What is an example of a special situation where the vendor might meet with someone other than the purchase manager?
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pharmacy
vet supplies |
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What is the difference between manufacturers, wholesale, and retail?
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manufacturers:take raw materials and turn them into a product
wholesale:consists of the sale of goods/merchandise to retailers, to industrial, commercial, institutional, or other professional business users retail:sale good from a fixed location |
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List three different types of veterinary practice software
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DVM Manager software
Cornerstone Avimark |
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What are the pros and cons of using computerized medicine?
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pros- easy to use, accessible to all, less paperwork
cons-may lose items if computers breakdown |
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List three pieces of equipment that make up the hardware of the computer system
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CPU
Monitors External/internal backup drives |
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What are 5 items included in the software package?
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appointment scheduling
invoicing marketing projects general practice management medical records |
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What does a treatment lost include?
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automatic reminders
automatic inventory tracking statistic reports |
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List one benefit to the computerized appointment calendar
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quickly transfer appointments
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What does SOAP stand for?
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Subjective
Objective Assessment Plan |
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What does a disorganized hospital portray to its client?
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a sign to the clients of poorly trained hospital staff and inefficient medical care
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List two characteristics of a good waiting area
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Well-lit/well-ventilated
floors swept windows clean orderly counters and shelves |
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List two characteristics of professional staff
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uniforms matching
neat and clean appearance |
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List the three kinds of clients
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dissatisfied
satisfied enthusiastic that refer friends |
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What is one thing you should do when a client is leaving the hospital after their visit?
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Smile
welcome to town need anything else? business card polite closing |
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In what way does a client perceive a vet tech as opposed to the vet?
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less intimidating than vet
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Managers provide what to the client?
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Provide client comfort
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List at least three "points to remember" as mentioned in the first impressions lecture
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- greet by name and introduce by name
-show care by patting and talking to pet -remain positive after negative situation |
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How should you train your receptionist?
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-set aside time to train
-assign a person to new member -handbook or training packet -monitor -review |
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What does AAHA stand for?
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American Animal Hospital Association
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What types of training devices can you use to train your staff?
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books and videos
continuing education seminars, conferences typing classes |
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What are three steps for successful communication?
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empathizing
assessing needs understanding situation |
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What are fours steps to reach empathy?
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identification
incorporation reverberation detachment |
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What are the "no-nos" when talking on the phone at the clinic?
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don't put on hold
don't say: no, hold on a sec, i don't know |
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What are some examples of how opinions of companion animals have changed?
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not just outside, part of family
cats were expected to hunt pests, now mostly indoor; dogs expected to work more, now companion animals |
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List three types of service animals
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seeing eye
hearing ear seizure alert therapy |
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How much money was spent on pets in the year 2005?
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$35.9 billion
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What are some contributing factors to this increase of pet spending?
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marketing
baby boomers young professionals increased pet ownership mobile society |
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What percentage of vets now seek referrals to specialists?
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73%
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What is compliance?
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clients doing what the vet recommends them to do
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List three examples of pre-surgical compliance
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current with vax
proper check-ups pre-surgical tests to be run |
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List six examples of client education
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brochures
website posters bulletin boards handouts models |
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What should a hospitals website include?
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access to health issues
make easy to navigate change and update often |
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How can you deal with a difficult client?
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stay professional, dont take anything personal, dont sound condescending, listen to what they say, keep client informed
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Define the human animal bond
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originates from human necessity
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What does euthanasia mean?
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the act of killing an animal in a humane manner; easy and painless death
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List the three types of euthanasia agents
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inhalants
injectable physical means |
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List the four losses of physiologic function in euthanasia
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rapid loss of consciousness, loss of motor function, arrest of respiratory/cardiac function, permanent loss of brain function
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List one physical method of euthanasia
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cervical dislocation, decapitation, microwave irradiation, thoracic compression
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What is bargaining when dealing with grief?
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promise to do something else if the animal comes back
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How do employees deal with euthanasia?
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emotional uneasiness, avoid unneccesary contact, have good communication skills
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What are accounts receivable?
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identifies client, tracks money owed, adds interest
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How should you deal with a payment policy?
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sign at reception desk, should be visible
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What are some steps to collecting debt?
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call, letter from manager or vet, send notices, collection agencies, ask for in full
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What is the difference between direct and indirect marketing?
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Direct: yellow page listing, newsletter
Indirect: cleanliness of hospital, friendliness of staff |
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List some good ways to market your clinic
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newspaper
magazine television radio direct mail yellow pages world wide web |
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What is a budget?
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The amount of money a business has available to spend
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Why should a clinic perform a budget deviation analysis?
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helps the business by lowering costs and increasing profits
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What are the most common types of payment accepted at vet clinics?
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currency, money order, checks, credit, debit, care credit, charge, barter, insurance
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What are the three different types of checks?
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-travelers
-certified -cashiers -personel |
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What are the pros and cons for using debit and credit cards?
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pros- easy to use, replaces checks, very popular
cons- hospital has to pay fee per transaction |
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List the three types of pet insurance mentioned in lecture
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PetCare, Pets Best Insurance, VPI Pet Insurance
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What can be done during "down time"?
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daily maintenance log, cleaning, restocking, inspection of equipment/supplies
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What are some things that you could do in a staff meeting?
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good communication, change in protocols, new equipment, new inventory
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How can you successfully schedule a large facility?
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24 hours of coverage, shift changes,communication, avoid being understaffed, have people on call, cross training
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How can you be productive on a slow day?
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cleaning, stocking, giving patients extra care
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What is the definition of job stress?
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harmful, physical, and emotional responses that occur when the requirements of the job do not match the capabilities, resources or needs of the worker
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What are some causes of job stress?
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design of tasks, management styles, interpersonal relations, work roles, career concerns, environmental conditions
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List four symptoms of stress
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intellectual, physical, emotional, behavioral
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Burnout can be caused by prolonged response to what?
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prolonged response to chronic emotional and interpersonal stressors on the job
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A practice should have what two things to help protect from malpractice?
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a good lawyer, good insurance
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What is a tort action?
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golden rule of laws, treat people how you want to be treated
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What is the practice act?
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answers questions about the health of animals and treatments, controls what practitioners can do
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What percentage of practices are sued?
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3-5%
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What is the T-Bo Act?
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authorized the recovery of non-economic damages and emotional distress
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Which state is the only state that has the T-Bo Act?
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Tennessee
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What is the AVMAs position on malpractice?
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believes that vets will be weighed down by constant non-economical damages and may force some vets to stop practicing
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Define the code of ethics
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communication, general guide, standards of acceptable conduct, uphold laws and regulations, ethical standards
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What are some things that could happen if you do not get permission from the owner
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could be sued
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Who is the FDA?
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Food and Drug Administration
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Why are handouts important in protecting a clinic?
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provides general care and maintenance guides to clients, clients will not be misinformed this way
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What should labels on drugs include?
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generic name, dosage, quantity, instruments, refills, date, owners name, doctors name, species of animal, hospital name and address
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What does OSHA stand for?
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Occupational Safety and Heath Administration
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What is the general duty clause?
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states that employer must have furnished area that is free of hazards, have to set standards as effective as federal standards
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List four areas of OSHA standards
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general industry, construction, maritime, agriculture
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What are the three steps to informing employees of hazards?
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chemical evaluation, convey information, employer responsibility
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What are biological agents?
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microorganisms, adversely affect human health, found in environment
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What are the 6 agents identified by the CDC as most likely to be used as biological weapons?
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smallpox, anthrax, plague, botulism, tularemia, hemorrhagic fever viruses
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Describe the whistle blower program
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act that provide rights and representatives for the employee
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What are some rights of every employee for safety?
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view of safety reports, work in a safe environment, know what is going on, report what happens
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How do you file an OSHA complaint?
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Contact OSHA as soon as possible, file within legal time, telephone, fax, mail
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When was OSHA started?
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1971
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