Veterinary Office Management and Skill with People

National Association of Veterinary Technicians of America (NAVTA)

Organization responsible for advancing veterinary technology and veterinary nursing

Practice Act

Primary state law that governs the practice of veterinary medicine and veterinary technology

Veterinarian

An individual who has completed four years of post-undergraduate education, earning a DVM or VMD, and is licensed to practice veterinary medicine within their state

Veterinary Technician

An individual who has earned an associate’s degree in veterinary technology, has completed national and state examinations, and is licensed as a veterinary technician within their state

Veterinary Assistant

An unlicensed individual who is involved in the care of the animals

Veterinary Technician National Examination (VTNE)

a 150-question multiple-choice examination that must be passed in order to practice veterinary technology in most states

Continuing Education

Courses that must be taken on a regular basis in order to renew a professional license

Veterinary Technician Specialist (VTS)

A veterinary technician that has undergone additional training and approval in a veterinary specialty field

Veterinary Technician Practice Model

A structured approach to patient care that ensures that consistent excellent care is provided to each patient

Objective Patient Data

Measurable patient information, such as vital signs

Subjective Patient Data

Observable patient information, such as history and physical exam findings

Radiography

X-ray examination

Technical Violation

A violation of the practice act that is not associated with harm to an animal, such as practicing on a lapsed license

Substantive Violation

A violation of the practice act that is associated with harm to an animal, such as malpractice

Occupational Safety and Health Administration (OSHA)

Government department charged with ensuring safe work environments for American workers

Controlled Substance

A drug or chemical who manufacture, possession, or use is regulated by government

Endangered Species Act

Law that aims to prevent the extinction of imperiled plant or animal life

Horse Protection Act

Law that prevents soring in horses in shows, sales, exhibitions, or auctions

Animal Welfare Act

Law that establishes minimum standards of care for warm-blooded animals used for research, sale, or exhibition

Malpractice

Also referred to as negligence and is the deviation from or failure to conform to acceptable standards of practice

Medical Records

A legal document owned by the veterinary practice or supervising institution that must include all care and relevant observation regarding a patient

Referral Facility

A veterinary hospital that employs specialists; secondary care provider

Office manager

A manager who oversees the reception area of a veterinary hospital

Practice Manager

A manager who oversees all aspects of a veterinary hospital, with the exception of medical decisions

Hospital Administrator

A manger who oversees all aspects of a veterinary hospital, including medical decisions

Nosocomial Infections

Infections that spread to patients from the hospital environment

Nonverbal communication

all of the behavior signals that pass between interacting individuals, exclusive of verbal content

Clarity

Communicating clearly using proper grammar and articulation

Courtesy

Showing genuine concern and respect when communicatng

Empathy

The ability to understand the position of anther person to communicate that understanding to that person

Human resources

Activities related to the hiring, training, managing, and terminating of the people who work in a business

Organizational chart

A visual representation of how departments and employee positions in a business are aligned

Job description

A document that outlines the duties and attributes of someone who fills a particular position

Total compensation

The salary/wages and benefits to an employee who works in a particular position

Marketing

All activities necessary to obtain and retain clients and enhance the awareness and standing of the hospital in the community

Internal marketing

market that is aimed at the existing client base

Avertising

paid announcement in print, broadcast, or electronic media

Balance Sheet

A financial statement that summarizes the financial position of the practice at a point in time, showing all assets and liablities

Income Statement

A financial statement that reflects the financial performance of a business between two points in time

Average Transaction Charge

A metric calculated by dividing the total revenue of the practice by the total number of transactions

VCPR

Veterinary-client-patient-relationship

Informed Consent

Consent that is given after a client is educated of the pet’s condition, diagnosis, prognosis, and treatment options

Reportable Disease

A disease that must be reported to government officials because it is dangerous to the public or to widespread animal health

SOAP Format

A format for medical notes that consists of subjective, objective, assessment, and plan sections

Signalment

Information that identifies an individual patient

WNL

Within Normal Range

BAR

Bright, alert, responsive

Master Problem List

A list that includes all major medical disorders experienced by a patient in its lifetime

Working Problem List

A list of a patient’s current medical problems that the veterinary team is working through

Medical Administration/ Order Records (MAOR)

Also known as a ward treatment sheet, this document ensures that hospitalized patients are given treatments as requested by the veterinarians

Consent Form

A written form, signed by a client, that is used to document informed consent

Source-Oriented Veterinary Medical Record

A medical record format in which information is grouped by subject matter

Problem-oriented Veterinary medical record

A medical record format in which information is grouped by problem

Signaling Devices

Color-coded tabs or stickers applied to the outer edge of a medical record to make filing more efficient

Alphabetic Filing

A filing system in which medical records, are filed by clients’ last names

Numeric Filing

A filing system in which medical records are filed by a hospital-generated client identification number

Logs

These include specific data for a particular hospital department, equipment, or procedures

File Purging

Reviewing the collection of medical records and purging the records that are no longer in current use

Hazardous Material Plan

Written plan prepared by an employer that informs employees of warnings, trainings, and safe use procedures for hazardous chemicals in the workplace

“Right to Know” Law

A law that requires employees to be informed of all chemicals that they may be exposed to while doing their job

Safety Data Sheet (SDS)

A document that contains safety information for a chemical, including precautions, instructions, and first-aid information

Hazard Statement

Statement found on a product label that describes the hazards of a chemical

Ethylene Oxide

A carcinogenic chemical that may be used for sterilization in some hospitals

Formalin

A carcinogenic chemical that’s often used to preserve biopsy specimens

Zoonotic Disease

An infectious disease that can be transmitted from animals to humans

Rabies

A usually fatal viral infection that can affect any mammal, typically transmitted through bite wounds

Lyme Disease

A zoonotic, tick-borne disease that causes flu-like symptoms and joint pain in humans

Ringworms

An infection caused by the zoonotic fungus Microsporum

Visceral Larval Migrans

Cyst-like growths in the internal organs caused by roundworms, a zoonotic parasite

Cutaneous Larval Migrans

A skin condition caused by hookworms, a zoonotic parasite

Toxoplasmosis

A zoonotic protozoal infection spread in the feces of infected cats

Sarcoptic Mange

A zoonotic mite of animals that causes itching in people

Hospital Safety Manual

A document that contains all of the safety-related policies for an individual hospital

Dosimetry Badge

A badge worn by health care employees that monitors radiation exposure over time

Waste Anesthetic Gas (WAG)

Gas used in inhalation anesthetic machines that isn’t metabolized by the patient and is given off in respiration

Personal Protective Equipment (PPE)

An article or piece of clothing worn by the user to prevent injury, typically by creating a physical barrier between the wearer and the hazard

Hazardous Chemical

Any chemical or chemical product that may present a physical or health hazard