Hospital Policies
How many minutes do you have as a grace period before being considered "late" for a scheduled shift?
5 Minutes
What's the first thing you should say when answering the phone?
Thank you for calling New River Veterinary Services, this is x, how can I help you?
What is the difference between empathy and sympathy?
Empathy - Understanding and sharing feelings
Sympathy - Feeling pity/sorrow for someone
What does NPO stand for?
Nothing by mouth (no food or water)
What is the first thing you do if a patient collapses in the lobby?
Call a stat to the back
Who do you contact if you need to swap a shift?
Management - Liz and/or Lead
How do you place a client on hold politely?
Thank you for that information, do you mind if I place you on a brief hold while I contact the correct department for your concerns?
How do you de-escalate a client in the lobby?
Define Triage.
The process of determining the urgency of a patients condition to prioritize care
What is the code color for CPR?
Green
Who is the first person to contact when escalating a client complaint?
What information do we always confirm prior to taking a deposit?
Phone Number and email for clients
What is NRVS policy on discussing estimates with clients?
Technicians and/or DVMs should be going over the estimate at length with the clients prior to bringing them up to collect a deposit
What does GDV stand for and why is it critical?
Gastric Dilatation - Volvulus (bloat) - it is life-threatening and requires immediate surgery
Where is the crash cart located?
On the ER Treatment floor, next to the STAT table?
Who do you contact to place an order for coffee cups, coffee pods, etc?
Liz
What is the best way to handle a client calling about a pet in critical distress?
Remain calm and gather all information needed for rapid registration prior to arrival
What's the best way to deliver bad news about wait times?
Thank you for coming to see us, we understand that your baby is not feeling well, I wanted to let you know that we do work on a triage system and your pets place in line may change at any point if we get a critical patient in, our current wait time is 4-6 hours to see the doctor, if you would like to wait we have water and coffee available in the lobby, but if you choose to go home your pet will be checked out of line and your time will start over if you decide to bring them back in.
What does DVM Mean?
Doctorate of Veterinary Medicine
What does "STAT" mean and how should you respond?
Immediate/urgent - drop everything and page a technician right away
What is our policy for requesting PTO?
You must give 1 months notice prior to scheduling
Name three examples of unprofessional phone behavior
Hanging up on the client, cutting the client off, dismissing the clients concerns, etc. etc.
I understand that you have been waiting to be seen by the doctor and that can be frustrating, We do work on a triage system and it looks like fluffy has been triaged as a stable patient, and he is in line to see the doctor, I can always call the technicians in the back to get an updated estimated timeline for you.
What does SOAP stand for in medical records?
What are the 3 questions you ask when triaging an emergency call?
What's going on with the pet? When did symptoms start? What is your ETA?