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VTT 113 exam 3
| Question | Answer |
|---|---|
| A cat is scheduled for surgery. How many days before the scheduled procedure is it most appropriate to call to remind the client of the appointment and any presurgical protocols to follow? | 1 day before surgery. |
| Which of the following is best defined as the number or percentage of clients that accept recommendations made by the veterinary healthcare team? | Client compliance |
| A good letter from a veterinary practice is most likely to be one that has which of the following characteristics? | Short, stating the facts in an unembellished fashion |
| A practice owner wants an effective means of training all employees to give the same answers to frequently asked client questions. Which of the following is the most appropriate method to employ? | Develop a client service manual and give it to all employees. |
| Of the complaints that veterinary clients file with state veterinary boards, which of the following is the most common topic? | Inaccurate estimates |
| Which of the following best describes why clients need to sign estimates? | To denote that they agree to the procedures and to confirm that they are financially responsible for the charges |
| Effective client education is most likely to engender which of the following? | Client compliance |
| Which of the following is the most appropriate way for a practice owner to gauge how satisfied clients are with the services being offered by the practice? | Administer a client survey |
| A client quietly brings to the practice manager’s attention an incident that occurred with a veterinary assistant. Which of the following is the most appropriate initial response to give the client? | Repeat back to the client the information as it was stated to make it clear that it was understood. |
| Of the three components of message delivery, which plays a key role in client education, trust, and compliance? | Nonverbal |
| A practice owner wants to build a thriving practice. Of the following, which should be a top training priority for staff development? | Team member confidence |
| Customer satisfaction is most likely to lead to which of the following? | Improved client retention |
| Which of the following best describes the primary purpose of a patient medical record? | Provide a historical account of a patient’s healthcare |
| Because medical records may be used as evidence in a malpractice suit, which of the following is most appropriate to include in them? | Copy of any written communication between the practice and the client |
| An illegible and incomplete medical record can be viewed by a court of law as which of the following? | Admission of professional incompetence |
| A veterinary technician makes an error on a medical record. Which of the following is the most appropriate way for the technician to correct it? | Strike out the error with one line, make the correction, and place his/her initials next to it. |
| A good medical record filing system organizes the files by which of the following systems? | Alphabetically by clients’ last names or by client numbers |
| Which of the following is the most appropriate way for the clinic staff to organize the medical records of a client with numerous pets? | All in one client file but separated by tabs denoting each pet’s name |
| Which of the following is the ideal way to call team members’ attention to a special note in a medical record? | Place a color-coded sticker on the record. |
| A client who is contemplating buying a cat from a neighbor, who also happens to be a client of the practice, calls to ask if the practice will provide a copy of the medical records for the cat. Which of the following is the most appropriate response? | “The client from whom you will buy the cat will have to come in to sign a release form.” |
| A client calls a practice to request the medical records for a cat that has recently been diagnosed with asthma and that will be taken to a veterinary specialist. Which of the following is the most appropriate response? | “We will be happy to send copies of the records to the specialist.” |
| Every patient of a practice must have a medical record that is legible, well organized, and complete. Which of the following is an additional criterion? | record is easily retrievable |
| “Oh, I haven’t lived in that house for 2 years.” Besides updating the record with the client’s new phone number, which of the following is the most appropriate course of action? | Reiterate to the staff that client contact information should be verified at every client visit. |
| What is the name of a summary sheet that includes patient name, gender, species, breed, age, diet, allergies, vaccinations, and current medications? | master problem sheet |
| The veterinarian is monitoring a patient for Cushing’s disease. What document would be particularly helpful to review? | Diagnostic flow sheet |
| Which of the following is the most commonly used format for medical records? | Problem-oriented medical records |
| Following the SOAP format, which of the following is most likely to be considered appropriate for inclusion in the “S” section of the POMR? | The owner reports that the dog has become lethargic and is not eating well. |
| Following the SOAP format, which of the following is most likely to be considered appropriate for inclusion in the “A” section of the POMR? | After reviewing laboratory results and clinical findings, a veterinarian determines that a dog has intestinal lymphangiectasia. |
| Following the SOAP format, which of the following is most likely to be considered appropriate for inclusion in the “O” section of the POMR? | Palpation of a lump over the right mandible of a dog elicits pain. |
| Following the SOAP format, which of the following is most likely to be considered appropriate for inclusion in the “P” section of the POMR? | A dog’s wound will undergo surgical debridement. |
| Which of the following best describes an inactive medical record? | has not been updated in the past year |
| Most states require that inactive medical records be held for at least a 3-year period. After 3 years, which of the following is the most appropriate way to discard an inactive record? | shred them. |
| A radiograph of a patient should include the veterinary hospital’s name and address, client’s and patient’s names, and the date the radiograph was taken. Which of the following additional information is most appropriate to include? | left/right indicator |
| A veterinarian has written the following pharmacotherapy on a medical record: 5 mg diazepam PO. Which of the following does this most likely mean in layman’s terms? | 5 milligrams of the drug diazepam given orally (by mouth) |
| A veterinarian has written the following pharmacotherapy on a medical record: sodium bicarbonate (2 mEq, IV). Which of the following does this most likely mean in layman’s terms? | 2 milliequivalent of sodium bicarbonate given intravenously |
| To effectively assist grieving clients, the veterinary technician is most effective when he or she | educates and reassures the clients that their feelings are normal. |
| Dr. Kübler-Ross describes the grief process as consisting of which five stages? | Denial, bargaining, anger, depression, and resolution |
| After a client is given the pet's diagnosis and prognosis is poor, the client may enter a stage of denial, often reflected by the client asking seemingly inappropriate questions. When a client is experiencing denial, it is important to keep in mind that | clients will often begin to process the seriousness of the situation only after arriving home, and may call the clinic with important questions. |
| ___________ occurs when the patient or client suffers during the dying process, due to unexpected occurrences | Dysthanasia |
| When confronted with a client in the anger stage of the grief process, it is important for the veterinary professional to | a. take a mental step back and a deep breath. b. take a nondefensive attitude. c. allow the client time to voice his or her anger by just listening. |
| When dealing with a client who is grieving over the loss of a pet, it is important for veterinary technicians to | separate their feelings from those of the clients. |
| While discussing euthanasia with a client, the veterinary professional | should avoid using the phrases put to sleep or put away. |
| During the process of euthanasia, often reflex actions occur. The client should be warned beforehand that all of the following are reflex actions, not signs of pain or distress, and might happen except | closing of the eyes |
| Why are veterinary professionals often an important support when a client's pet dies? | a. Because they understand the unique role the pet has played in the clients' life b. Because the client does not feel embarrassed by their grief over an animal c. Because they understand the stages of the grief process |
| There are many factors that can complicate the grief process, so it is important for a veterinary technician to be on the lookout for each. Which of the following is not a factor that might complicate the grief process? | A veterinary team that supports the client and pet |
| which is the most common drug used to euthanize companion animals? | Sodium pentobarbital |
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