Reception

Question 1

When booking consultations, what
are 4 pieces of info on the client do we obtain? (Numbered)

HINT: 3 Personal + 1 Schedule

Answer 1

1. Name?
2. Phone number?
3. Address?
4. Day and time of appointment?

Question 2

When booking consultants, what are 6 pieces of info on the p.t. do we obtain? (Numbered)

Answer 2

1. Name?
2. Species?
3. Sex?
4. Breed?
5. First visit?
6. Purpose of visit?

Question 3

Rowena, a cat, has just been reversed after a successful surgery. She is still quite sleepy and will require more time to recover. The client has requested for her to be called once the surgery has concluded, what do you tell her?

Answer 3

‘This is Isaac, a trainee at Eaton Pet Vet, I’m just calling to inform you that Rowena’s surgery went well and she is now resting comfortably as she recovers from anaesthesia. We will give you another call once she is fully awake so that we can plan a pickup time.’

Question 4

The client has just asked you a question that you’ve forgotten the answer to, you feel flustered and can’t think. What are 4 things you should do?

Answer 4

1. Put them on hold.
2. Take a big breath.
3. Gather your thoughts.
4. Ask a supervisor.

Question 5

You’re planning to give a client a call to discharge a patient. What are 3 things you do for the final patient checkup?

HINT: Ask, check, check

Answer 5

1. Ask the vet how the procedure went.
2. Check and record the patient’s vitals, demeanour, pain score.
3. Check surgical/any wounds.

Question 6

You have just received an emergency phone call from a client. What is the most important question to ask first, and what must be conveyed if the client says NO [1] or YES [2]?
HINT: FA, T, CL, D

Answer 6

1. Is this an emergency?
[NO]
2. Get name + ph.
[YES]
3. First aid advice (if necessary).
4. How to transport p.t. with client and p.t. safety in mind.
i) How far away? (7 Millard St, Eaton).
ii) Directions if req.

Question 7

What are the special booking times for morning pre-anaesthetic consults (only done for patients that the vets want to see before the surgery)?

Answer 7

8:30 - 8:45

Question 8

At the clinic, a patient is in shock and all staff members are busy stabilising the patient, the phone rings, you pick it up. What is the first thing you should ask, and if they say NO, what info should you gather?

Answer 8

Is this an emergency?
[NO]
Can I please have you’re first and last name (find phone number. If none, ask) and we’ll call you back.

Question 9

It’s 2:30 pm, the spey patient is up and active. You performed a final checkup and told the client that the patient is ready to be picked up. What are 7 things you must prepare and do before the client arrives?
HINT: Docs, doc, and p.ts.

Answer 9

1. Prep microchip form, code and sticker.
2. Prep (signed) sterilisation certificate.
3. Prep vacc booklet.
4. Prep discharge instructions.
5. Check if vet has organised home meds - make up meds and label correctly.
6. Review + finalise account, invoice is correct + ready to present.
7. Remove pressure bandage, spiff up patient and place an e-collar (if req).

Question 10

What are the common booking times for clinical/other consults, behaviour, vacc, follow-ups, in the morning?

Answer 10

9:00 - 11:45

Question 11

What are the common booking times for afternoon surgeries, clinical/other consults, behaviour, vacc, follow-ups, new client consults(?), in the afternoon?

Answer 11

3:00 - 5:30 (and later if req)

Question 12

List 10 common medical emergencies, on the phone?

Answer 12

1. Respiratory distress.
2. Poisoning + snake envenomation.
3. Tick paralysis.
4. Fractures
5. Haemorrhage.
6. Car accident/other trauma.
7. Collapse.
8. Heatstroke.
9. Hypothermia.
10. Dystocia (birth difficulties).

Question 13

What times should the morning surgeries be located in the database?

Answer 13

5:30 - 8:00

Question 14

Five questions to ask about the patient’s health and access on the phone/in person LATER during an emergency?
HINT: C lvl, b, bd, c, a.

Answer 14

1. Level of consciousness?
2. Breathing pattern (difficulty? shallow?).
3. Any obv signs of bleeding?
4. Can stand? Collapsed?
5. Access to toxins (bring to clinic)?

Question 15

How early should the client come in to perform an admission procedure when booked in for a morning surgery?

Answer 15

15 minutes early before the booked time.

Question 16

A client has called, asking if they could leave a message for another staff member who is absent. What are 3 things you should do you do?

Answer 16

1. Ask name for database lookup.
2. Record on a piece of paper their full name, phone number and their message.
3. Keep them on the phone to confirm the info and message.

Question 17

You have just booked in a dental or a spey surgery for a client’s dog/cat, what are 7 things the owner must know to prepare them for their big day?

Answer 17

1. The patient must be fasted the night before surgery (e.g. no feeding from 10pm).
   - Why?: No reflexes = regurgition
2. No need to restrict water.
3. Keep cat indoors at night.
4. Prepare a warm bed, litter tray and access to water for post-op recovery. (If active, consider enclosure to limit movement).
5. Explain procedure and what the pet will experience during their stay.
6. Takes daily meds? Ask vet if can ingest on day of surgery.
7. Arrive 20 minutes early to fill out admission form over the counter.

Question 18

When on reception, you must be aware of surgery loads and vet commitments. What’s the best thing to do to schedule correctly and ensure that the day runs smoothly?

Answer 18

Maintaining healthy and consistent communication with the vet at the beginning and throughout the day!

Question 19

A new client/pet wants to book a consult (but says that they have not been to this clinic before). You kindly ask if you could fill in some info about them first. What are 5 things you must ask before booking a date?
HINT: C, P, CL, RV, TD.

Answer 19

1. Can I please have your full name and phone number.
2. Can I please have your pet’s name, breed, age, sex, neutered, microchip no.?
3. Do you know the location of this clinic? (7 Millard St, Eaton).
4. Reason for visit.
5. Time + date of appointment.

Question 20

After booking an appointment/procedure, what must you remember to retell them?

Answer 20

Just to confirm your appointment is on the [date] at [time], thank you for calling [client’s name]!

Question 21

What is one thing you must do on the admission form before the client arrives for an admission procedure.

Answer 21

Fill out all known info.

Question 21

During the admission procedure, what is 1 database and 1 arrival thing you should do when the patient arrives?

Answer 21

1. Ensure that the patient’s breed, coat, species, and procedure matches up.
2. Weigh patient + input into database.

Question 22

What are 13 things you must do/find out with the client in regards to the admission form?
(Hint: 1-2 deets correct, 3 procedre, 4-10 Q&A, 11-12 finalise, 13 last inform)

Answer 22

1. Go over admission form details and ensure that ph contact is reliable.
2. Write weight on top.
3. State procedure + if sedate/GA req.
4. Fasted? (No = Inform vet).
5. Pre-A+ blood test?.
   - Benefits: Assess organ function (e.g. kidney, liver fnctn), hydration status, immune function + creates a baseline health record).
6. Check vacc status.
   - No vacc for 1-3 years = discuss protects against A, P, D, + (PI+BT).
   - State + record vacc needed.
7. Heartworm prevention?
   - None prevent for 1 year? = breeds inside heart, causes severe damage, carried by mosquitos. Indoor/outdoor doesn’t matter. Prevent cheaper than cure.
   - Offer blood test to check.
   - Product: Proheart SR-12 (annual prevention).
8. [Sterilisattion] Tattoo?
   - Benefits: Identification.
9. Microchipped?
   - Benefits: Identification.
10. Extra procedures?
    - Example: Nail clip, check ears/teeth.
11. Make estimate cost.
12. Tell to read the fine print and sign.
13. Inform that they’ll be called when the p.t. is fully awake.

Question 23

Discharging the patient.

The patient was very sleepy after its procedure and its demeanour is still very sleepy even though it’s 4:45. So, you called the owner and told them that they may stay the night at the clinic and go home. But, once 5:00 came around, the patient is suddenly active and looks ready to go home. What should you do?

Answer 23

Call the owner and say that their pet is suddenly much more awake and is ready to be picked up. Apologies for the inconvenience.

Question 24

# Discharging the patient. List 4 things with explanations of what the owner should expect for the next 24 hours of their post-GA pet.

Answer 24

1. Quieter + more sleepy during the evening. - Still recovering from GA, should be good after 12 - 24 hours. 2. Keep warm overnight. - GA reduces temp regulation + large area of fur clipped. 3. Keep confined overnight. - Limit movement (wobbly legs = hazard). E.g. Laundry room/cage, nowhere to climb, food, blankets nearby. 4. Offr sml food+water if interested. - A+ redces appetite, nausea normal. Don't encourage = may vomit = stress mind + stitches. No appetite >24hrs = give us a call.

Question 25

What are 6 things that an invoice/account should include when being presented to a client HINT: C (n,p,a,b), T (t,n), C(n,a), P (n,i), d (d,b), $

Answer 25

1. Clinic's name, ph, address + ABN/ACN. 2. The words 'Tax Invoice' + individual tax no. 3. Client name + address. 4. P.t. name + ID. 5. Date+ breakdown of goods/services. 6. The total due, GST amount or the words "GST inclusive".

Question 26

When explaining an invoice to a client what are 2 things to remember to do?

Answer 26

1. Keep a confident, professional attitude. - Apologising, unconfident = negative to client. 2. Break down all expenses - do not minimise hard work! - Delight them with any free stuff that was performed.

Question 27

Before the discharge information can be read and Zeus can be given back to Ms Jones, please go through the account work with them first.

Answer 27

"Hello, Ms Jones, Zeus is all ready to go home, so we'll go through his account and medications first, and then we'll bring him out to you. This itemised account explains everything Zeus had today." "As you can see he has had his consultation, pre-anaesthetic blood tests, his premed and pain relief injections, his GA for scale + polish of his teeth, and the food we discussed earlier to help with his teeth." "Did you have any questions? Once we have processed his account we'll go through Zeus's post-op care with you. Zeus's account comes to a total of $350, today." Then accept and receipt payment.

Question 28

What is the float?

Answer 28

A certain amount of cash that is used for change.

Question 29

List 4 steps to how the EFTPOS machine is used to transfer a payment?

Answer 29

1. Input the amount the client has to pay from the invoice. 2. Ask the client if they want to pay via cheque account, debit account, or credit. 3. You can show client if amount is correct. 4. If under $100 = tap card, auto transfer. If over $100 = will request pin. 5. If accepted = chit will be auto printed. Tear it off, write client surname + client # on it to make the end of day reconciliation easier if an error is found.

Question 30

How is an online payment performed?

Answer 30

[FIX] The client is given the clinic's bank account details and pays through via their online bank. If using Paypal, the money is sent

Question 31

What are 4 things a cheque should have on it?

Answer 31

1. Correct date. 2. Amount in numerical and word format. 3. Client's signature. 4. Name of business.

Question 32

You are required to input the payment details of a transaction into the database for taxation purposes. What are 3 major deets that must be recorded?

Answer 32

1. Client name and details. 2. Services provided and date of service. 3. Payment due.

Question 33

When recording payments, what are 3 things you should do when inputting them, in regards to being sorting and being organised? HINT: D, P, M.

Answer 33

1. Sort them by date. 2. Sort them by the services provided. 2. Sort them by payment method (credit, debit, etc,).

Question 34

An auto receipt came out of the machine and after the client has accepted your question to receive a receipt, what are 5 pieces of info a receipt should have on it? (NOTE: A receipt can also be used for tax purposes and showing item breakdown to the client. Can also be emailed to the client).

Answer 34

1. Business details. 2. Client + P.t. name. 3. Date. 4. Product/service used. 5. Payment + payment method.

Question 34

What are 3 things you should do with a credit note? I.e. a receipt with an item that wants to be returned/refunded.

Answer 34

1. Input the details into the computer. 2. The credit outstanding is left on the database for later use/refunded. 3. When returning the item to the manufacturer, a form must be filled detailing the item, cost and reasons for return using the credit note.

Question 35

What are 5 daily transactions that are done by the receptionist?

Answer 35

1. Vet history + billing completed before processing the transaction. 2. Adding over-the-counter items to the final bill. 3. Generating an invoice for payment. 4. Accepting and processing payments for products and services. 5. Issuing a reciept.

Question 36

What is petty cash (incidentals), and how is it recorded?

Answer 36

Cash used for purchasing incidentals (milk, chicken, etc,). | Recorded (e.g. in a book) with deets of their purchase including the receipt and cash balance.

Question 37

All services and supplies must have GST applied. | What are 2 ways GST affects a business?

Answer 37

1. Services and supplies made to clients are taxed at 10%. | 2. Services and supplies that the business uses are taxed at 10%.

Question 38

Most computer-generated invoices auto-apply GST to the total charge. But if you had to do it manually, what would be the total charge of an item (costs of goods + GST) that is has a cost of goods of $10?

Answer 38

``` = Costs of goods x 0.1 = $10 x 0.1 = GST = 1 = Costs of goods + GST = $10 + $1 = Total charge = $11 (Or simply just multiply the costs of goods by 1.1 to get the total charge). ```

Question 39

What does GST stand for?

Answer 39

Goods and Services Tax

Question 40

How do you find the GST of a total charge?

Answer 40

Divide the total by 11 | e.g. $22 / 11 = $2 (GST)

Question 41

What does end-of-day reconciliation mean?

Answer 41

Balancing the till by comparing the transactions made with payments made. In other words, ensuring the money taken for the day agrees with the records kept.

Question 42

What are the usual 4 steps performed when reconciling the day's takings?

Answer 42

1. Print out a daily summary sheet of the day's transactions. 2. Print out a daily summary (settlement) from the EFTPOS machine. 3. Gather EFTPOS chits of the day's takings. 4. Count the cash in the drawer.

Question 43

When performing the end-of-day reconciliation, why must you know the till float is?

Answer 43

So that you can deduct it from the balance of cash whilst checking that itself is equal to the cash transactions on the daily summary sheet.

Question 44

When performing the end-of-day reconciliation, what must you do with the chits?

Answer 44

Compare them to the EFTPOS + credit card transactions on your daily summary sheet.

Question 45

When performing the end-of-day reconciliation, what must you do with the EFTPOS settlement total?

Answer 45

Ensure that the EFTPOS settlement totals match up with the daily summary sheet totals.

Question 46

When performing the end-of-day reconciliation, if an error is found, what must you do?

Answer 46

Correct it and then perform the reconciliation again.

Question 47

When performing the end-of-day reconciliation, if an error has been found but you cannot solve it, what must you do?

Answer 47

Write a note explaining the discrepancy. Then the practise manager will recheck the reconciliation and try to find a solution.

Question 48

What must you do once you have completed the reconciliation?

Answer 48

Put all sheets (the daily summary sheet, EFTPOS settlement + chits) and excess cash in an envelope/zip-lock bag and lock in the safe overnight. The reconciliations will be checked by the practice manager and the banking will be processed from there.

Question 49

A client has just arrived for an appointment. What are 7 things you must do.

Answer 49

1. Greet client. 2. ID patient history. 3. Obtain and record weight. 4. Direct to seat. 5. Inform consultant if req. 6. Talk to them (make feel comfortable). - Can talk about services regarding their hx.

Question 50

What is client correspondence?

Answer 50

Communication to the client via, e.g., reminders, emails and letters.

Question 51

What are 4 example conditions/behaviour a patient may have that will need isolation protocol?

Answer 51

1. Un/vaccinated puppy/dogs with parvo symptoms (V+, D+, inappetence). 2. Coughing + ocular/nasal discharge (may have kennel cough/cat flu). 3. Overly aggressive. 4. Possible ringworm (fungal skin infection).

Question 52

Re-enact describing the patient's post-op care to a client. The patient went under A+ for surgery and has been prescribed 0.5ml of meloxicam taken q.d. for 3 days starting tonight.

Answer 52

"Fluffy's surgery went well. After her surgery, Fluffy rested comfortably, was kept warm and was given pain relief. Fluffy was under anaesthetic today and she may be feeling quite sleepy when you get home. It is normal if Fluffy does not feel like eating, she should return to normal the next day. Fluffy has also been prescribed Meloxicam, a pain-relief medication, for her to take at home to help provide her with a safe recovery. You are instructed to give her 0.5 ml of the Meloxicam only once a day with food for 3 days starting tonight. If Fluffy begins to show signs of vomiting or diarrhoea, stop giving her the medication altogether and please contact us. Don't worry, all of these instructions will be provided to you on Fluffy's discharge sheet. Please feel free to contact us if you have any further questions."

Question 53

A client has just called, explaining that their dog/cat is 48 days pregnant and that they would like to do a 'head count'. What procedure would you recommend?

Answer 53

X-ray, as the foetuses are older than 42 days old, meaning that they would have bones (notably spines), thus making counting them more easier than if using an ultra sound (which just makes them look like a squishy mess). If younger than 42 days old = Ultrasound.