VA 104 - 02B - Reception II

Review
What did we talk about last class?

Drag and Drop

When dealing with clients, we want to under​ ​

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and over ​

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.

Drag these tiles and drop them in the correct blank above

promise

deliver

stand

evaluate

serve

Open Ended

Why should you not give medical advice over the phone?

Hospitals never get a second chance to make a first impression.
Be mindful of tone and body language.

Prepare for each appointment:
* Medical records, quote sheets, consent forms.
* What is the pet due for? What happened during previous appointments?
* How to pronounce a pet's name.

​

​First Impressions

Word Cloud

What is something that you can get ready for... a first puppy visit!

(1-2 words)

Word Cloud

For yourself, how long is too long to wait, when you are at an appointment?

(answer in 1-3 words/numbers)

Multiple Choice

What should a receptionist do if the veterinarian is falling behind in appointments?

• Communicate with clients about delays and manage appointment flow.
• Cancel all remaining appointments for the day.
• Ask the veterinarian to work faster without informing clients.
• Ignore the delays and continue with the next appointment.

Multiple Choice

Which of the following methods would the receptionist use to ensure the safety of clients and patients in the reception area of a veterinary clinic?

• Allow pets to roam freely in the reception area and have a child's play area.

• Play loud music to keep clients entertained and provide snacks for clients and pets.

• Maintain an organized reception area, and ensure all pets are on leash or in kennels.

Multiple Choice

Why should we ask clients to confirm their contact information at every visit at the veterinary hospital?

• Clients may change their address or phone number, and not update the clinic.

• To update the hospital's marketing list and verify the pet's vaccination status.

• We only ask this information if the client is good-looking.

Word Cloud

What is the most interesting "mixed breed" that you have heard of?

Multiple Choice

True or False?
For an owner that has multiple pet rats, each rat should have their own individual medical record.

• False
• True

Multiple Choice

When should pet owners sign a surgical consent form?

• After the surgical procedure.
• Before the surgical procedure.
• Only if the pet shows signs of illness.

Multiple Choice

True or False:

There is always a risk of death when it comes to anesthesia.

• True. We cannot guarantee a risk-free anesethetic.

• False. Anesthesia is completely risk-free.

Multiple Choice

Why should a pet's euthanasia form be clear that the procedure results in death?

• To ensure pet owners understand the finality of the procedure.
• To ensure the owners know the procedure is reversible.

• To allow pet owners to change their minds later.
• To provide a comforting experience for the pet.

Multiple Choice

What does "AMA" stand for?

• Able Mobility Assistance

• Ask Me Anything

• Against Medical Advice

Multiple Choice

Why should a team member review an invoice before a client pays?

• To answer their questions and ensure the client pays more than necessary.

• To increase the total amount billed to the client and get them out the door quicker.

• To ensure accuracy and increase sense of value.

Multiple Choice

True or False?
If someone cannot pay their bill, the hospital will not release their pet.

• True. The hospital will always keep the pet until the bill is paid.

• False. It is illegal to hold someone else's property (in this case, a pet) hostage.

Multiple Choice

What should Lori have done in this situation?

• Immediately suggested Mr. DeWitt to pay at a later time.

• Brought Mr. DeWitt into a private room to discuss the declined credit card.

• Removed items from the bill to allow him to pay with whatever cash he had.

• Called the credit card company herself to have this discussion.

Multiple Choice

Review Question #1

Which of the following is a proper phone introduction?

• "Hello, this is Brooke, how can I help you?"

• "Good afternoon. This is ABC Vet Clinic. How may I help you?"

• "ABC Vet Clinic, can I help you?"

• "Good evening, ABC Vet Clinic, this is Brooke. How may I help you?"