VN01 > VN01 General > Flashcards

VN01 General Flashcards

(90 cards)

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1
Q

guide dog harness colour

A

white

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2
Q

canine partners harness colour

A
  • Purple
  • Trained in day to day activities to support the elderly, disabled etc
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3
Q

medical alert dog harness colour

A

red

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4
Q

hearing dog harness colour

A

burgundy

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5
Q

seizure alret dog harness colour

A

blue

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6
Q

pet ownership

A

ensuring your pets physical, emotional and medical needs are consistently met, including proper training, identification and socialisation

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7
Q

compassion fatigue

A

-emotional and physical fatigue
-seen in professions where you are giving a lot
-reduced capacity to show empathy

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8
Q

employer liability insurance

A

-practices must have this
-legal requirement set out by Employers Liability Act 1969, 2008

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9
Q

public liability insurance

A

-practices should have this
-covers visitors, suppliers, members of the public
-can cover legal expenses/compensation if someone suffers injury or property damage because of your business

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10
Q

professional identity insurance

A

-practices should have this
-cover for businesses that give advice and provide professional services to clients
-can pay for compensation claims/legal fees that may arise if a client suffers financial or professional loss due to you advice or services

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11
Q

ethical marketing

A

the action or business of promoting and selling products or services, including market research and advertising

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12
Q

branding

A

-serves as markers or identifiers for a companies offerings
-simplifies consumer choice
-reduces consumer risk
-builds trust

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13
Q

ASA

A

-advertising standards authority
-independent regulator of advertising across all media
-committees of advertising practice (CAP) write the advertising code

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14
Q

veterinary medicinal product

A

any substance of combination of substances presented as having properties for treating or preventing disease in animals

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15
Q

You must NOT advertise

A

-medicines available on prescription to the general public
-medicines not authorised for use in the UK
-medicines in a way they haven’t been authorised for

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16
Q

how much communication is reliant on spoken word?

A

7%

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17
Q

who can euthanise an animal?

A

-by law, anyone cant euthanise an animal humanely
-in practice, schedule 3 drug given by a vet

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18
Q

verbal communication

A

-any message portrayed using words but does not necessarily involve speech
-written
-electronic
-voice

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19
Q

positive body language

A

-facing the other person
-leaning towards the speaker
-maintaining eye contact
-nodding
-smiling
-relaxed open posture

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20
Q

negative body language

A

-turning away
-frowning
-glaring
-leaning back
-arms folded
-looking away
-foot/pen tapping
-paper shuffling

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21
Q

kinesis

A

the study of gestures and body movements

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22
Q

emblems

A

non-verbal gestures that translate directly into words

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23
Q

Haptics

A

concerns touch

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24
Q

regulators

A

behaviours that maintain, monitor or control the speaking of another person, e.g. looking at your watch

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25
illustrators
body movements that g with words e.g. pointing
26
adaptors
occur at a low level of personal awareness e.g. twisting your hair, tapping your pen
27
affective displays
body or facial movements that convey an emotiona; meaning
28
proxemics
the study of space and how we use it
29
extrinsic factors affecting communication
-environment -interpersonal space -knowledge and language -time
30
7 principles of teamwork
1.clear goal 2.accountability 3.supportive team environment 4.training 5.rewards 6.communication 7.raise concerns
31
closed questions
answered in a single word or short phrase
32
open questions
seek longer answers
33
Calgary cambridge framework for consultations
1. preparation 2. initiation consult 3. gather information 4. physical examination 5. explanation and planning 6. close consultation
34
how much communication is reliant on body language?
55%
35
barriers to providing great customer service
-dishonesty -undervaluing client or patient -unmotivated employees -staff fail to listen to client needs -personnel appearance
36
telephone personality
-clients form impression within 7 seconds of you answering the phone -tone of voice communicates attitude -lower pitch indicates more authority
37
handling complaints
Hear Empathise Apologise Take ownershipd
38
dealing with unhappy clients
1. adjust your mindset 2. listen actively 3. repeat their concerns 4. be empathetic and apologise 5. present a solution 6. take immediate action and follow up 7. use the feedback
39
veterinary client mediation service (VCMS)
-service a client has received from a vet practice -feeds they have been charged -negligence -used if the client wants an apology, refund, corrective treatment, good will payment
40
improving emotional awareness
1.consider other peoples feelings 2.consider your own feelings 3. have empathy 4.operate on trust 5. recognise misunderstandings
41
empathy
understanding what others feel because you have experienced it yourself or can put yourself in their shoes
42
sympathy
acknowledging another persons emotional hardships and providing comfort and assurance
43
showing empathy
1. see clients -view them as individuals 2.hear clients -listen and show understanding 3.accept clients -don't judge
44
5 stages of grief
1.denial 2.anger 3.bargaining 4.depression 5.acceptance
45
burnout
general exhaustion from demands of work and daily life, with related loss of morale at not being able to achieve ones goals
46
mindfullness
practice of paying attention and focusing awareness, increases clarity and acceptance of our present moment reality
47
quality of life scale
Hurt Hunger Hydration Hygiene Happiness Mobility More good days than bad
48
spikes model of communication
Setting Perception Invitation Knowledge Emotions Summary and strategy
49
SOAPIER for client records
Subjective Objective Assessment Plan Intervention Evaluation Revision
50
methods of identification
-microchip -dogs over 8 weeks, cats over 20 weeks -collar and tage -legal requirement for dogs -tattoo -commonly seen in greyhounds &GSDs -DNA Testing
51
disposal of records
-PAYE: 3 Years -Recruitment: 6 months -Accidents: 3 years -VAT: 6 years -Retail of POM-V/VPS -practice insurance: indefinitely
52
Admit
-check ID -check when last fed -check current medication -place inpatient ID collar -complete inpatient cards -health check -client consent -label possessions -arrange discharge time
53
discharge
-check patient and client ID -complete discharge sheet -sort medication -explain procedure/aftercare to client -arrange next visit -payment -check possessions
54
nursing process
-assessment -diagnosis -planning -implementation -evaluation
55
clinical records should be
-accurate -clear -legible -objective -traceable
56
clinical records consist of
-exam/treatment notes -procedures -medication records -test results -telephone conversations -future plans -estimates -follow up care and advise -consents -referrals
57
preventative medical advice
-obesity -flea and worm -dental care -arthritis -diabetes -urinary tract problems -allergies
58
Pet insurance
-help pay for unexpected vet bills -annual policies -covers conditions that arise within policy term -life long policies -continuous cover for ongoing conditions throughout the pets lifetime
59
FCA
-financial conduct authority -responsible for regulating insurance businesses -applies of a vet practice advises on pet insurance for clients or makes claims on clients behalf
60
subject access requests
-when a client asks for access to details you hold about them -in accordance with data protection: -individuals have right to access their personal data -one month to respond to request
61
ergonomics
aims to make sure tasks, equipment, information and the environment fit each worker
62
civil claim
formal complaint made against one or more parties in a non-criminal court
63
morale
confidence, enthusiasm or discipline of a person or group at a particular site
64
hazardous waste
-any waste material with properties that may make it harmful to health or the environment -if more than 500kg hazardous waste produced by a company each year, you must register with the environment agency
65
chemical waste
-relates to photographic chemical e.g. waste fixer and developer solutions -separate into fixer/developer leak proof containers
66
cytotoxic waste
-product of cytotoxic drug therapy, e.g. chemotherapy -can be glass bottles, clinical items, syringes, needles or animal bedding -must be segregated into purple and yellow containers or yellow bags with purple stripes
67
pharmaceuticals
-denatured controlled drugs -prescription medications -out of date drugs -contaminated bottles, syringes, packaging -goes into blue leak-proof container
68
passive scavenging
-activated charcoal absorbers -expired gas removed from circuit by respiratory effort of the patient -tube connected to outside wall to allow exhausted agent to escape atmosphere
69
activated charcoal absorbers
-tube leads to canister -absorbs waste gas and becomes heavier as it gets saturated -replace at 1.4kg
70
active scavenging
-vacuum pump sucks expired gas through closed system -more effective than passive
71
active-passive
waste gas directed to forced ventilation system rather than to the outside
72
SOP
written description of regularly occurring processes
73
quality control
process by which services or products are measure and tested to ensure they are as uniform as possible and meet the standard
74
types of consent
-verbal -implied -written -informed -expressed -direct statement of agreement
75
financial agreements
only over 18's can give consent when money is involved
76
can we provide treatment without consent?
-yes, in an emergency if treatment is in animals best interest -only what's necessary to stabilise patient
77
barriers to consent
-time -mental capacity -religion/culture -language -competence -finance -emotional distress
78
data protection 2018
RVN's must not disclose any information about a client or clients animal to a 3rd party without consent or compromised animal welfare
79
fitness to practice
about being of good character, responsible, worthy of trust and confidence of the public and peers
80
principles of fitness to practice
1. people 2. private and student life 3. practice
81
managing types of concern
-initial investigation -adjudication -allegation formally put to student -no adverse or adverse finding -adverse can effect RCVS registration -sanction
82
non-consequentialism
deciding whether an action is 'right' or 'wrong' by examining obligations. The right thing sjould be done no matter the consequence
83
consequentialism
involves examining the outcome of an action to decide whether it is good or bad
84
utilitarianism
whether an act is right or wrong depends on the result of that act: the more good consequences an act produces, the better or more right the act is
85
deontology
actions are good or bad according to a clear set of rules, therefore, it is the actions that are 'right' or 'wrong' not the consequences
86
virtue ethics
how we are that is important, if we are 'virtuous' or 'morally good' then we will naturally act correctly
87
autonomy
- in medical ethics, refers to individual right to make informed decisions about their own healthcare -exercised by owners on behalf of the animal
88
non-maleficence
principle of do no harm which obliges healthcare providers to avoid causing unnecessary harm or suffering
89
beneficence
principle of promoting good and doing no harm
90
justice
fair and equitable distribution of resources and treatment. ensuring all patients receive appropriate care without discrimination
VN01
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