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Facility Management2
| Question | Answer |
|---|---|
| What are 2 ways you can deal with a difficult client | Listen to their perceptions and feelings and convey you understand the problem Never argue with a dissatisfied client – “the client is always right, even when wrong.” |
| What happens if a client leaves angry | there is a potential for at least 10 other people to be told how “terrible” you are. |
| What happens if a client leaves enthusiactically | they are only likely to tell 3 other people---This leaves the potential for a lot more people to hear the BAD things |
| Some clients will remain difficult to deal with regardless of the best efforts of the staff, so what can we do?! True or False | True |
| That person needs to be removed from the public ear. Escort the client to an office or exam room so that you can speak with them privately to resolve the matter. True or False | True |
| This is also a good opportunity to get higher level management and/or the veterinarian. Many people have the tendency to display a different attitude to higher ranking employees and can become reasonable True or False | True |
| Attire will depend on your position within the clinic. Due to the “dirtier” nature of the job comfortable/easy to change clothing such as scrubs are often worn by kennel staff, assistants, techs, and vets. True or False | True |
| What type of shoes are a must | Closed Toed Shoes |
| Management does not often tend to deal directly with animals and will be expected to wear professional business casual attire. True or False | True |
| What constitutes professional behavior? | Being punctual – What time should you arrive to a 3:00 shift? Maintain a cheerful and effective demeanor Dressing appropriately and maintaining a clean appearance Showing respect to co-workers and clients |
| What else constitutes professional behavior? | Communicating professionally Never critiquing a client in “private” Never cutting corners on quality Never covering up mistakes Electronics should be away in locker |
| veterinary facility MUST be aware of and keep in accordance to the law True or False | True |
| Understand and ensure compliance of regulatory agencies | OSHA, DEA, and FDA State safety regulations Monitor for hospital violations and dangerous situations Document and report incidents |
| Understand and ensure compliance with Employment and Labor Laws: | Sexual Harassment Americans with disabilities act Family and Medical leave Workers Comp Unemployment…etc…etc…etc! |
| Understand and ensure compliance with the legal and ethical guidelines surrounding the confidentially of: | Staff Clients Patients |
| Some clinics pride themselves in being AAHA accredited! True or False | True |
| These clinics tend to hold themselves to a higher standard True or False | True |
| What must happen to become accredited | companion animal hospitals undergo regular comprehensive evaluations by AAHA veterinary experts who evaluate the practice |
| The AAHA membership philosophy is team-focused, allowing every hospital staff member, from veterinarians to receptionists, to benefit from AAHA’s resources through one group membership. True or False | True |
| Today, over how many practice teams (12-15 % of all veterinary practices in the United States and Canada) are AAHA accredited. on approximately how many standards of veterinary care. | 3700 practice teams and 900 standards of veterinary care |
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