Clinic Hygiene
A disease that can be transmitted via sneezing, coughing, or exhaling is said to be this
Air-borne
In NS, veterinary clinics must keep all of a patient's medical records for at least this long.
When looking for a new vet, where do clients tend to look first?
Online/Google
Why do we confirm appointments?
To help our clients/clients appreciate it
To cut down on "no shows"
This/these role/s can let owners know what the expected outcome of their pet's treatment is.
DVM/vet
A disease that is picked up by coming in contact with an inanimate object is said to be transmitted via this
Indirect contact (e.g. via a food dish or a shared bed)
If you make an error on a paper file, you do this to correct it.
Strike through the error, write in the correct information, and sign your initials.
What do we mean when we say customer service is dynamic?
It is "fluid" or every-changing. We need to adjust and adapt as client needs and wants change.
3 things we can do to make it easier to schedule last minute/emergency appointments
Leave critical/urgent care spots
Avoid appointment gaps
Perform Rounds and identify best places to add in appt.
Your workload will be reduced significantly if you are lucky enough to have this person in your clinic.
Kennel Attendant
For disinfection to work, 2 things must happen with the chemicals/disinfectants we use
Correct dilution (to properly penetrate the virus/bacteria cells)
Correct surface contact time
A medical record can only be released under these two circumstances.
The client/pet owner requests it
If subpoenaed or requested by public health or another governing body (e.g. CFIA)
What are 2 things we should never do when it comes to client care?
Judge our clients/make assumptions about their motives
Spend their money for them/limit options d/t perceived finances
How do you ensure you have all appointment details correct before you end the booking process/call?
Repeat appt details back to them (day, time, dr., reason for visit)
These roles (when fully trained) can work in any/all of the following areas: reception, outpatient, inpatient.
VA, RVT
When looking at a dilution ratio of 1:20 what does each number represent?
1 = parts of the chemical/product
20= parts of water/diluent
SOAP stands for this
Subjective
Objective
Assessment
Plan
What are 3 barriers to excellent client care/customer service?
disagreement amongst team re: practice principles
Unmotivated/disengaged team, frontline not empowered to make decisions/help clients
Lack of transparency/dishonest
Don't listen to clients, general undervaluing of clients
What are examples of "special needs/considerations" that may alter how an appointment is booked?
Pet behaviour issues e.g. reactive or fearful pet
Pet health issues e.g. suspected contagious disease
Client considerations e.g. euthanasia appt.
Room, timing of appt, staff assigned, etc may all be a factor in booking.
This term/role is restricted to those who have written a national exam and who maintain/meet required continuing education each year.
Technician (must be registered - RVT
This machine is used to sterilize instruments and surgical greens _______________ and this is what we add to it before running a cycle _________________.
Autoclave
Distilled water
The patient history, as told by the owner, is found in this part of the SOAP
S - Subjective (meaning opinion/perception, not necessarily factual)
This type of service is provided when we go above and beyond and offer something that exceeds client expectations and sets us apart from our competitors.
Augmented - e.g. new pet care packs, welcome signage and recalls following first pet visit, etc.
What 4 pieces of information are critical to get when booking an appointment
Client name, patient name, client phone # and reason for visit.
Not a paper pusher, this role has many responsibilities in order to keep a clinic operational and healthy.
Manager, Site Coordinator, etc.