Office Management Study Guide
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Sympathy
Expression of care, concern, or sorrow whilst maintaining emotional distance
Empathy
Ability to understand someone’s emotions
Communication
Exchanging info, empathy, and/or knowledge between workers and clients
Non-Verbal Communication
Behavioral signs, gestures, expressions, etc
Euthanasia
The act of putting an animal down through sedatives
Name two ways you can personalize a phone call with a client
Say their name, and say their pet’s name
What are some ways you can show active listening over the phone?
Signs of acknowledgement Follow-up questions Repeating stuff back
If you are unsure what could be wrong with the patient, what is one thing you should always recommend to the pet owner?
Coming in, and making an appointment
List three reasons why it is important for vet clinics to keep accurate records
Legal reasons Track patient health Communicate between staff
What is the acronym that helps vet clinics keep uniform documentation?
Subjective Objective Assessment Plan
What are some reasons you would want to stagger appointments?
Prevent overcrowding Give breaks Give room for the more important priorities (eg. surgery)
Name two things you can ask a pet owner to gauge their pets quality of life?
Hygiene and Mobility
When performing the euthanasia procedure, how shouldd you be interacting with the pet owner?
Calm, collective, clear manner Basic terms
Name and describe one way euthanasia procedures can be performed
Intrahepatic - 2 ml/10lb - Anesthetic needed - Death within 2 minutes
The clinic used 75 syringes in the past 4 months. The quantity per unit is 25. Order supplies for 2 months
2 units
The clinic used 300 gauze pads in the past 4 months. The quantity per unit is 35. Order supplies for 5 months
11 units
The clinic used 375 cotton swabs in the past 3 months. The quantity per unit is 100. You need to order supplies for 6 months.
8 units