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Veterinary Health Care Team
Client Managment
Fees and Collections
Collections and Cash Control
Professional Marketing
100
(True or False) The majority of veterinary practices were one-person practices in the twentieth century.
True
100
Who is the most important person in any practice?
Client
100
Where does the money available for funding a veterinary practice come from?
Clients as professional fees for professional medical services and products purchased
100
What is the best method of payment?
Cash
100
What is internal marketing aimed at?
The client
200
The larger team approach to veterinary practice has ______ the demand for certified veterinary technicians. A. Increased B. Decreased C. Had no effect on D. None of the above
Increased
200
On what do most clients base their choice of small animal veterinary clinic? A. Recommendations from friends B. Facility appearance C. Cost of services D. Location
Location
200
Who is responsible for identifying the indirect costs and direcr costs of operating the business via the financial reports to set or adjust the fees? A. Receptionist B. Practice manager C. Veterinary technician D. Ward staff
Practice manager
200
The level of accounts receivable (practice credit) in a practice should not exceed _____________ of the average of 1 month's gross income A. 50% B. 10% C. 30% D. 25%
25%
200
What does professional marketing consist of?
All activities that increase the client's awareness of professional services and goods
300
What constitutes the greatest percentage of overhead in a veterinary practice? A. Personnel B. Surgical equipment/instruments C. Renovations/maintenance of the hospital D. Medications
Personnel
300
Which of the following increase scheduling flexibility? A. Having more part-time employees B. Being open every day of the week C. Scheduling clients every 10 minutes instead of every 20 minutes D. Having fewer part-time employees
Having more part-time employees
300
What are not included in the shopped fees? A. Vaccination fees B. Elective surgery fees C. Fracture repair fees D. Examination fees
Fracture repair fees
300
When and how should nonshopped fees be raised? A. Monthly, according to how other practices charge B. Annually, according to how other practices charge C. Monthly, according to the inflation rate D. Annually, according to the inflation rate
Annually, according to the inflation rate
300
What is the first outward signal to the client concerning the potential quality of service? A. Personal appearance of staff B. Visual appearance of the clinic, hospital, or ambulatory vehicle C. Vaccination reminders D. Newsletters
Visual appearance of the clinic, hospital, or ambulatory vehicle
400
Which of the following are common duties of the veterinary technician? A. Monitoring surgical and postsurgical patients B. Performing dental cleanings and providing direct medical and surgical nursing care C. Maintaining medical records and performing laboratory tests D. All of the above
All of the above
400
Which of the following employees should know how to perform inventory, schedule appointments for clients, and develop and collect fees? A. Veterinary receptionist B. Veterinary technician C. Veterinarian D. All of the above
All of the above
400
What fees can the practice assess a fair fee for without concern about what other local practices are charging? A. Shopped fees B. Unshopped fees
Unshopped fees
400
Which of the following is/are direct costs? A. Taxes B. Land rental C. Utilities D. None of the above
None of the above (Drugs, bandages, films)
400
What will increase client activity through impoved understanding and education about veterinary services?
Newsletters
500
It is OK for patients to be admitted without a veterinarian having contact with the patient and client
False. A legal client-patient-veterinarian relationship needs to be established
500
What is the client's traffic pattern for an outpatient visit?
Reception to admission to examination to (to pharmacy to laboratory) to dismissal
500
What 5 things do clients expect during a consultation with a veterinarian?
Examination of animal, diagnosis, prognosis, treatment plan, fee estimate
500
What is the standard percentage of initial payment collected for a treatment plan?
50%
500
Other than the veterinarian, who can present education programs for clients to expand professional services for preventive medicine?
Veterinary technician