Veterinary Practice Management Flashcards

Flashcards from veterinary lecture notes to help students review key concepts and prepare for exams.

What are some examples of telemedicine?

Email, text message, videos, use of patient monitoring devices, and phone calls.

To use telemedicine, what has to be established?

A Vet Client Patient Relationship (VCPR)

What does a vet practice need to understand to start using telemedicine?

Understand their state’s VCPR rules and what can be delivered to clients and non-VCPR patients

What is teletriage in the context of veterinary telehealth?

Scheduling an appointment for a patient to be seen.

Reducing the need for clients to leave work to visit the practice is what?

One of the potential benefits of implementing telehealth in the vet practice?

What does PMS stand for in vet practice software?

Practice Management Software

What does PIMS stand for in vet practice software?

Practice Information Management System

Considering the extent that the software has evolved with time, today's acronym is…?

Practice Integrated Management System

Name some areas of management that the ideal PIMS must cross-function within.

Medical records, appointments, reminders, imaging & lab requisition, invoicing & credit card processing, inventory, & reporting

What is the most important purpose of medical records?

Providing an accurate historical account for the vet health care team & owner, and to protect the vet clinic from lawsuits

What does SOAP stand for in the context of medical records?

Subjective Objective Assessment Plan

What does the master/problem list include?

Patient name, gender, species, breed, age, diet, allergies (environmental, food, meds), vaccinations, current meds, current known medical conditions, etc.

What should be done with purged medical records?

Shred

Inactive records are considered records where the client…?

Has not visited the practice within 1 year

Radiographs must be clearly identified with…?

Patient name, client’s last name, date, name of practice, indicate right or left

What information is included in the medical record?

Client patient info sheet, previous medical history, vaccination history, primary complaint, physical exam, diagnosis, lab results, treatments, prognosis, surgical reports, estimate and consent forms

What are the most common medical record violations listed?

Euthanasia w/out consent, missing “routine” info, missing PE, not including client refusals, and legibility

Following the SOAP format, after reviewing lab results & clinical findings, a vet determines that a cat has an adenocarcinoma. What does this represent?

Assessment

Following the SOAP format, wound debridement represents what?

Plan

Following the SOAP format, a client reporting their dog is lethargic & not eating well, it is what?

Subjective

Following the SOAP format, palpation of a lump over the right mandible of a dog elicits pain, this is what?

Objective

What is true concerning medical record release?

Confidential, should be released only w/ owner consent via signed release form

Open appointment times can be used for…?

Walk-ins

What is one of the best reasons to stagger appointments when you have multiple vets?

To alleviate crowding at the front desk

What can be done to train new team members to use the appointment system?

Post appt lengths, provide list of clients who may need extra time, provide list of procedures or illnesses that may need extra time, train, role-playing

What can be done ahead to prepare for an appointment?

Review medical records, identify needed services, compliance check sheet, know who is walking in, forms ready, room stocked and prepared, etc.

Appointments help ___ team efficiency

Increase

Walk-ins ___ team efficiency

Decrease

What can gaps between appointments be used for?

Walk-ins

What are the goals of an appointment system?

Max production, reduce staff tension, control traffic, maintain concern for client and patient

What can help with managing wait times?

Communicate with client, make clients feel important

The longer a client waits to be seen for an appointment, the more likely…?

Compliance will decrease

What are the 3 parts of a message?

Verbal, non-verbal, paraverbal (enunciation)

What is the most important component of a message?

Nonverbal

A client with arms crossed may be…?

May be defensive & unwilling to accept new information

What is the definition of client compliance?

The number or percent of clients who accept recommendations made by the vet health care team

What is a good way to answer the clinic phone?

Good morning, ABC animal hospital, this is Sally, how may I help you

What should you do if a client has a declined transaction?

Politely & discreetly inform, request an alternative payment method

Who should present treatment plans?

Knowledgeable, empathetic team member

Concerning treatment plans or estimates, what are the 2 plans that should be presented to the client for patients admitted to the hospital?

Diagnostic and Treatment

What do diagnostic and treatment plans prevent?

Sticker shock

How soon after a client enters the reception area should they be acknowledged?

As soon as possible after they enter

How many components does the human voice contain?

4 (tone, rate, volume, quality)

What are 2 forms of marketing?

Internal & external

Having an online pharmacy is an example of…?

Internal marketing

Practice tours are example of what marketing?

External

Process of affecting the visibility of a website or web page in a search engine’s search result is the definition of…?

SEO - search engine optimization

If you are going to post a client’s pet’s pic on the clinics socials what must you have?

Owner’s signed permission

What are some examples of unintentional marketing?

Parking lot, signage, smells, audio, client relationships, listening skills, staff professionalism, compassion, empathy

What does SWOT stand for?

Strengths, Weaknesses, Opportunities, Threats

What does our clinic need to be in the market?

Unique

Target marketing is directed at…?

Current clients & potential clients / Patients with a particular disease or condition

What does SMART stand for?

Specific, measurable, accountable, resources, timebound

Successful inventory management results in…?

Having enough products & supplies on hand to meet both client’s & clinic’s needs without running out

What is a vendor called that sells products from several manufacturers?

Product distributor

At what point should a product be outsourced depending on inventory turns?

Less than 6 times a year

What is the point at which product needs to be ordered & takes into consideration lead time & average daily use?

Reorder point

To decrease holding & order processing costs, the top 20-40% should be placed how often?

Once monthly

What is the correct way to receive an order?

Inspect for damage, compare to invoice & order book, compare strengths, ensure correct product, put new items behind old ones on the shelf

What is required for all chemical products sold, stored or used within a clinic?

SDS - safety data sheet

How should outdated products be disposed of?

Neutralizing pouch or mix with water & put in cat litter, then throw in trash can

It is most appropriate to reorder products when it is determined that they can be resold during what time period?

3 months

What is capital inventory?

Equipment