Front Office Procedures
Doing this while answering the phone can relay a positive tone of voice to the client
Smiling
This will have information about the client including Name, address, phone number, email address, and driver's license number
Client Form
This question can start any patient history interview
What brings you in today?
SOP
Standard Operating Procedure
This must exist for a veterinarian to dispense prescription products
Veterinary-client-patient relationship (VCPR)
These are the ways in which we communicate with our clients.
Written communication, verbal communication, Body Language
This should be scheduled before a client leaves the practive
Follow-up appointments
This form will include signalment such as patient name, species, age, breed, gender, and reproductive status
Patient Form
These should be sent home with every patient after every visit
Written discharge instructions
POMR
Problem-Oriented Medical Record
Must include the name of the drug, its strength, and its expiration date
Prescription labels
This is the ultimate goal of effective communication
To be understood
This should be done as soon as a client enters the practice
Greeting/acknowledged
These provide information on the procedure to be performed, including possible outcomes. Examples include anesthesia consent forms and informed consent forms.
Release forms
Because they are legal documents, what must be true of medical records?
Complete and Legible
SOAP
Subjective, Objective, Assessment, Plan
Using this may increase client compliance and retention
Pet Health Insurance
Generally indicates defensiveness and an unwillingness to accept recommendations or advice.
Folded Arms
This should be provided before procedures and treatments are agreed upon
An Estimate
Issued by the US Department of Agriculture (USDA) these forms should accompany an animal traveling within the United States.
If traveling outside the US what will be issued?
Interstate Health Certificate
International Health Certificate
Mistakes are corrected in this manner, vs using scribbles or liquid correction ink.
AVMA
(from chapter 1)
American Veterinary Medical Association
The term used to price a product based on a percentage of the cost.
Markup
A poor example is slumped shoulders and a lowered head which can indicate a lack of skill and confidence.
A good example is head up, shoulders back to indicate excitement and skill
Body Posture
The act to prevent one from using "unruly tactics" to collect an overdue account
Fair Debt Collection Practices Act
This consent form must state the end result is the patient's death.
Euthanasia Consent Form
What needs to be in the medical record regarding administering medications?
Medication name, strength, and route given
ex: 0.2mL cefazolin (100mg/mL) given IV
MSDS or SDS
(from chapter 1)
Material Safety Data Sheets or
Safety Data Sheets
This is the point at which a stock level must reach before ordering more.
Reorder point
A lack of this will be perceived as diminished skill, knowledge, and confidence
Eye Contact