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VTT113 Exam 1
| Question | Answer |
|---|---|
| Which organization or agency accredits veterinary technology programs in the United States? | AVMA |
| Who is known as the “Father of Veterinary Technology”? | Dr. Walter E. Collins |
| What was the average salary for veterinary technicians nationwide in 2015? | $33,280 |
| To whom does the veterinary technology student apply to take the VTNE? | AAVSB |
| What merits the highest priority in patient intervention? | Inadequate oxygenation |
| What are the three things a veterinary technician cannot do in the veterinary hospital? | Diagnose disease, prescribe medicine, and perform surgical procedures |
| There are over _____ “essential” and “recommended” tasks listed in the Accreditation Policies and Procedures handbook of the CVTEA, which constitutes the foundation of the hands-on curriculum for laboratories and practical training. | 350 |
| What is the name of the national board examination given to veterinary technicians? | Veterinary Technician National Examination |
| The Veterinary Technician Practice Model consists of five steps, what would be the first step? | Gather data about the patient |
| When completing veterinary records it is important that the veterinary technician enter the notation “_________________” for medication ordered by the veterinarian. | As per order |
| The office manager walks into the kennel area, finds it empty of personnel, and observes an animal in a dirty cage. Which team members is responsible for cleaning the dirty cage at this point? | The office manager |
| After explaining a patient’s at-home aftercare, a client appears confused and has questions. One way to provide excellent customer service and prevent information overload is which method? | Offer a preprinted client handout detailing the instructions. |
| What are two key ingredients to effective teamwork within a veterinary practice? | Honest communication and respect |
| What best describes the skills needed to be a good animal groomer? | Have patience and flexibility, exceptional customer service skills, and awareness of the signs of skin and zoonotic diseases |
| Interpreting correct nutritional instructions, feeding correct diet, and withholding food from a pre-op patient describe the primary duties of which member of the veterinary healthcare team? | Kennel assistant |
| It is most appropriate for a veterinary assistant to excel at which aspects of the veterinary practice? | Disease prevention and animal nutrition |
| A client comes to the clinic angry about a bill he has received. Which team member is most likely to be called upon to handle this client? | Office manager |
| An advertising sales representative from a local newspaper calls the vet clinic to ask if it wants to promote its services via an advertisement. Which team members is most likely to be authorized to purchase the advertisement space? | Practice manager |
| Which team member is most likely to be primarily responsible for handling client and personnel issues? | Practice manager |
| Final business decisions such as purchasing, hiring staff, and setting budgets are most likely to be the responsibility of which team member? | Hospital administrator |
| What is an outcome of a “WOW” service experience? | Increased client compliance |
| What is the ultimate goal of the receptionist team? | Offering exceptional customer service |
| What method would the receptionist use to ensure the safety of clients and patients in the reception area? | Make sure every dog is on a leash and every cat in a carrier. |
| What is the most appropriate way to discuss a lengthy and complex bill with a client? | Show the invoice to the client and go through it line by line; ask for and answer any questions, then ask for payment. |
| Triage is best defined as prioritizing patients based on what? | Severity of their conditions |
| The receptionist team members spend several hours per day on the telephone, making effective phone techniques an important part of the job. What is an important component of proper telephone technique? | Using a pleasant, confident, and understandable voice |
| If a receptionist tells a client that someone from the clinic will call back in 10 minutes, within how many minutes should the call ideally be made? | 5 minutes |
| What best explains why the receptionist should pull an animal’s medical record when a client calls to ask a clinical question? | The receptionist can give the record to the staff member who will be given the call. |
| A long-time client of a veterinary practice enters the reception area with a pet. What is the best way for the receptionist to acknowledge their entrance to the clinic? | “Hello, Mrs. Jones. Hi, Jessie. I’ll be with you momentarily.” |
| Cross-training team members to aid the receptionist team is most likely to ensure what? | Efficiency of the practice during busy times |
| What is the VT a critical component of? | veterinary healthcare team |
| Like what an RN does, a VT will do what? | assess patients, gather clinical info, and use critical thinking to generate nursing care plans |
| The VT will carry out the medical orders of who? | veterinarian |
| VTs are also expected to perform the duties of whom? | radiologist, lab tech, medical nurse, surgical nurse |
| Vet techs should be prepared to work with how many species? | multiple |
| Define "I solemn. dedicate aid animals/society, w/ excellent care/service, alleviate suffer., promote public health. Accept obligation to practice conscientious. w/sensitivity, adhere profession's CoEs & further knowledge/competence thru commit. learn?" | vet tech's oath |
| Veterinarians used to practice independently, who do they now employ? | multiple vets, vet techs, assistants, receptionists, & kennel workers |
| What approach is fundamental for a practice? | team |
| When did the profession of veterinary technology begin to take form? | early 1960s |
| Before the term veterinary technicians, what were they first called? | animal health technicians |
| When was the title of veterinary technician first approved? | 1989 |
| When was the Parkland vet tech program first established? | 1974 |
| When did Parkland's vet tech program first accredited? | 1976 |
| Who founded the AVTE and NAVTA? | Dr. Walter E. Collins |
| What are some of the opportunities for today's VTs? | private or mixed practice, zoo/aquarium/wildlife rehab, research or marketing, kennel owner, instructor in vet tech, specialty practice, advancement to vet tech specialist |
| T/F: There is a widespread shortage for vet techs | true |
| What percentage is employment projected to grow from 2019-2024? | 19% |
| Why does the vet tech profession have a high attrition rate, and a critical part of current shortage problem? | lack of appreciation, low pay, lack of advancement |
| Programs of Veterinary Technology become accredited by meeting 11 essential criteria, how often will they have site visits to ensure accreditation? | every 6 years |
| What do most states requires VTs to attend to maintain licensure? | continuing education (CE) |
| What is the requirement for continuing education in Illinois? | requires 15 hrs every 2 years |
| What are the seven primary domains covered in the VTNE/VT programs? | pharmacy & pharmacology, surgical nursing, laboratory procedures, animal nursing, diagnostic imaging, anesthesia/analgesia, and dentistry |
| The profession of veterinary technology is characterized by 6 features, the first is the profession being comprised of individuals who have completed what specific programs? | undergrad or grad education within frame of liberal arts institution (+ who have passed national/state qualify exams) |
| The profession of veterinary technology is characterized by 6 features, the second is the profession being based on a specific body of knowledge that leads to what? | defined skills, abilities, and conduct |
| The profession of veterinary technology is characterized by 6 features, the third is the profession providing what? | specific service |
| The profession of veterinary technology is characterized by 6 features, the fourth is the profession being comprised of individuals who act independently and make decisions based on what? | observation, knowledge, critical thinking, and independent analysis |
| The profession of veterinary technology is characterized by 6 features, the fifth is the profession has what? | code of ethics and conduct |
| The profession of veterinary technology is characterized by 6 features, the sixth is the profession is structured by practice acts and corresponding rules/regulations in each state or province. Who enforces and upholds these laws and regulations? | an overseeing committee which is typically state licensing board or state board of governors |
| What is step one to the vet tech practice model? | gather data about the patient |
| What is step two to the vet tech practice model? | identify and prioritize patient evaluations |
| What is step three to the vet tech practice model? | develop and implement plan for patient care by establishing series of tech interventions |
| What is step four to the vet tech practice model? | evaluate patient's response to plan of care |
| What is step five to the vet tech practice model? | gather additional data (back to step one & re-evaluate patient) |
| The following evaluations fall under what category and priority? aggression, anxiety, client coping deficit, client knowledge deficit, fear, inappropriate elimination, reproductive dysfunction | utility, 9 |
| The following evaluations fall under what category and priority? exercise intolerance, reduced mobility, sleep disturbance | activity, 8 |
| The following evaluations fall under what category and priority? mild-moderate pain, acute pain, chronic pain | chronic/acute pain, 7 |
| The following evaluations fall under what category and priority? altered mentation or sensory perception, noncompliant owner, hyperthermia, hypothermia, impaired tissue integrity, owner knowledge deficit, risk of infection, transmission, self-injury | noncritical safety, 6 |
| The following evaluations fall under what category and priority? altered oral health, abnormal eating behavior, ineffective nursing, overweight, self-care deficit, underweight, vomiting/diarrhea | nutrition, 5 (middle) |
| The following evaluations fall under what category and priority? altered urinary production, bowel incontinence, constipation, diarrhea, inappropriate elimination, self-care deficit, urinary incontinence | elimination, 4 |
| The following evaluations fall under what category and priority? hypervolemia, hypovolemia | hydration, 3 |
| The following evaluations fall under what category and priority? acute pain, electrolyte imbalance, hyperthermia (severe), hypothermia (severe), postoperative compliance, preoperative compliance | critical safety/acute pain (severe), 2 |
| The following evaluations fall under what category and priority? altered gas diffusion, altered ventilation, cardiac insufficiency, decreased perfusion, obstructed airway, risk of aspiration | oxygenation, 1 |
| What can only vets do? | prescribe, diagnose, prognose, perform surgery, attest to health status |
| What does AAHA stand for? | American Animal Hospital Association |
| What does NAVTA stand for? | National Association of Veterinary Technicians in America |
| What does ISVMA stand for? | Illinois State Veterinary Medical Association |
| What does AVTE stand for? | Association of Veterinary Technician Educators |
| What does AVMA stand for? | American Veterinary Medical Association |
| What does CVTEA stand for? | Committee on Veterinary Technician Education and Activities |
| What does AAVSB stand for? | American Association of Veterinary State Boards |
| What does VTNE stand for? | Veterinary Technician National Exam |
| The goal of every practice should be to provide what to patients and what to clients while providing a workplace that is friendly, efficient, and safe | excellent medical care, outstanding customer service |
| What are examples of outpatient services? | annual exams, vaccines, labwork |
| T/F: Clients rank their own physicians higher than veterinarians | false |
| What are examples of team members' rights and responsibilities? | safe working environment, proper personal protection equipment must be provided |
| What are some key ingredients for a good vet health care team? | open honest communication and respect for one another |
| What is the key differences between large and smaller practices? | in larger there is a structured hierarchy where techs limited to specific area; in small techs assigned to all areas where each requires special knowledge & training |
| Groomers are often the first to recognize abnormalities, what are some examples that they might see? | anal gland abnormalities, skin tags, masses, and ear infections |
| What are some of the responsibilities of kennel assistants? | keep patients and kennel areas clean, feed patients, alert team of changes in patient status, familiar w/ cleaning protocols, trained to detect emergency situations, prevent disease transmission, interpret correct food req like diet & amount |
| What are some of the responsibilities of vet assistants? | support vet techs & vets, and excel at: restraint, lab skills, patient care, client relations |
| What makes veterinary technologist different to veterinary technicians? | they have completed a bachelor's degree in a major such as animal science, veterinary technology, business/human relations, or marketing |
| What term describes how a licensed veterinarian is within direct eyesight and hearing range? | immediate supervision |
| What term describes how a licensed veterinarian is on premises and readily available? | direct supervision |
| What term describes how a licensed veterinarian is not on premises but is maintaining direct communication? | indirect supervision |
| What are the requirements for a vet tech specialist? | each specialty has individual requirements in both education and experience |
| What are some of the responsibilities of receptionists? | greets and welcomes clients, answers phone, accepts payments, makes the first impression on a client |
| What are some of the responsibilities of office managers? | oversees front office staff, trains receptionists, accounts receivable, makes bank deposits & daily reconciliations |
| What are some of the responsibilities of veterinarians? | diagnose, prescribe, and perform surgery, need continuing education, must possess a license, and have four years of professional school |
| What is key to efficiency at the clinic? | anticipate the needs of the vet, have all equipment or supplies needed (before asked) |
| What are some of the responsibilities of practice managers? | keep team working together, report to owner, handle personnel issues, ensure employee safety, supervise training, hold team accountable, review medical records, oversee inventory, monitor invoices, ensure policies are followed |
| What are some of the responsibilities of hospital administrators? | set strategic goals, managing budgets, overseeing accounts payable, creating organizational structure, may report to owner or shareholders |
| What is the goal of the receptionist team? | provide immediate, consistent, dependable, and courteous service to clients |
| Why is it important for the reception team to create a positive first impression? | improves client retention, increases client referrals, and drives client compliance |
| When a receptionist takes a client phone call, what are they responsible for? | relaying information or transferring the call to a knowledgeable team member |
| What is the goal for a receptionist when a client calls for advice? | provide the most current and correct information, and if they don't know then are responsible for finding out |
| Why do receptionists want to create a WOW experience? | it is what keeps clients returning and providing referrals |
| What do receptionists need to be mindful of when managing the reception area? | monitor client conversations, monitoring pet behavior (implementing stress-reducing strategies for fragile pets) |
| What are some strategies that can be used to reduce stress? | move patients to exam rooms asap, utilize pheromones in exam rooms, play soft classical music, offer a few treats to the pet, place thundershirt on pet, advise team members, and relay info to dvm if patient needs meds |
| Why is it important to monitor child interactions in a reception room at the clinic? | children may attempt to pet other animals (dangerous- esp if animal is stressed) |
| What is the point of triaging patients as a receptionist? | it prioritizes patients by severity of condition, isolates contagious diseases, allows for medical emergencies to be rushed to treatment |
| How should receptionists approach patients? | with caution |
| Why should a receptionist worry about lobby cleanliness? | pets may have urinated, odor permeates, clients form negative perception |
| What term refers to the rules that society has set for the proper way to behave around others? | etiquette |
| What are some considerations that team members must keep in mind during euthanasia? | notify others when euthanasia is planned, sign on door, take care of all business transactions before procedure is performed |
| What components of the human voice are important to developing effective telephone techniques? | volume, tone, rate, quality |
| What can be done to improve your telephone technique? | record conversations and analyze to improve skills and phone etiquette |
| What are some key things you should do when on the phone with a client? | introduce yourself when you answer the phone, write down client and patient information given, use an outline of items to say and not say, use powerful words/phrases |
| What are some examples of possible powerful words and phrases that you can use in your conversation with a client on the phone? | "I understand", "I know you love your pet", "Unconditionally", "Extremely", "Absolutely", "Enormously", "Unquestionably" |
| What are some ways to control the conversation with a client over the phone (especially when you have another line ringing or client in need of assistance)? | ask only close ended questions (yes/no), let them know that another client is waiting, ask if possible for someone to call them back in 10 min (call back in 5) |
| What are some things that a receptionist might be multitasking? | greeting clients, entering invoices or charges, and answering multiple phone lines |
| Why is it important for team members to be cross-trained to use the phones? | helps receptionist during busy hours, avoids client from feeling rushed or call not being answered |
| What should you never have on during the day? | answering machine |
| What could happen if phone lines are always busy? | clients may choose to leave; consider additional lines |
| How can you turn every phone inquiry into a client? | use a friendly gentle tone, answer questions with a polite/educated voice, ask open-ended question to generate conversation, provide education and value, **always ask to make appt at end of conversation |
| How do you create a WOW experience? | give good first impression, minimize counter chaos, prep medical record before client arrives, develop plan for extended wait, review team recs, schedule follow-up appts, carry items to vehicle for client, follow up w/clients every time |
| Why should you review the invoice with client before collecting money? | increases the value of services when they are explained thoroughly |
| How should you handle angry clients? | take into exam room, listen and diffuse situation, offer solution, if fault is s/practice apologize, acknowledge the pain and suffering client is experiencing |
| What are some common forms you might see in practice? | patient history, master list/sheet, rabies certificate, spay or neuter certificate, health certificate, medical records, release form, boarding consent forms |
| What information should a medical consent form contain? | owner's name, patient name, date, initials of team member |
| When are clients asked to sign consent forms? | before treatments and procedures |
| What is the purpose of utilizing consent forms? | to protect vet team |
| What is present in a medical record? | every client conversation, consent form, lab report, consultation, physical exam, medication administered |
| What term refers booking appointments before the client leaves? | forward booking |
| What are some appointments that you should always forward book? | medical progress exams, booster vaccines, follow-up lab work, annual exams |
| When entering a building clients form opinions in the first how many minutes? | 2-5 |
| T/F: Only the veterinarian should give diagnosis or prognosis over the phone. | true |
| Can vets be held liable for giving medical advice over the phone? | yes |
| What should you do when a client calls and asks to speak to a doctor? | determine if tech could answer the questions, pull applicable medical record, document conversation in medical record |
Created by:
Hoofin'it