Page 7 - Zoo Animal Learning and Training

CONTENTS

Preface ix 3 Veterinary Business Protocols 33
Acknowledgments xi Front Office Skills 34
About the Companion Website xiii Telephone Skills 34
Scheduling Appointments 35
Handling Non‐Client Calls 37
1 Professional Conduct Client Interactions at the Facility 38
Arrivals
38
and Foundation Skills 1 Admitting Patients 39
Determining Your Role in a Veterinary Discharging Clients 39
Practice 1 Veterinary Medical Record Keeping
Meeting Employer Expectations – 10 Behaviors Procedures 40
to Master 4 Computerized Versus Paper Patient
Professional Appearance 8 Records 40
Effective Communication Skills Within Paper Patient Record Assembly 41
the Veterinary Practice 10 Paper Filing Systems 41
Verbal Communication 10 Chronological Order or SOAP File Format 42
Non‐verbal Communication 10 Transferring Medical Records 42
Client Communication 10 Forms, Certificates, and Logs 43
Written Communication 11 Day’s End Protocols 45
Computer Competency 11 Inventory Control 46
Use and Misuse of Social Media 12 Daily Inventory Control 47
Determining Credible Web Sources 12 Ordering Supplies 48
Anticipation of Workflow 12 Receiving Shipments 48
Application of Veterinary Ethics 13 Handling Shipments and Invoices 48
Human–Animal Bond 13 Restocking Shelves 48
Grief Process 14
Foundation Skills – Veterinary Practice Math
and Medical Terminology 14 4 Facility and Equipment
Basic Math Used in the Veterinary Maintenance – Cleaning for
Practice 14
Estimating 16 Disease Control 51
Volume Measurements – Dilutions 16 Basic Cleanliness and Orderliness 52
Drug Calculation 18 Cleaning 54
Medical Terminology 18 Disinfecting 54
Hospital Waste – Non‐Hazardous versus
Hazardous 55
2 Laws, Policies, and OSHA Cleaning Techniques When Caring
Standards Affecting for Hospitalized Animals 57
Veterinary Practice 21 Order of Cleaning 57
Facility Maintenance 60
Laws and Regulations for Veterinary Hospital Laundry 61
Practices 21 Equipment Maintenance 62
Federal Laws 21
State Laws 23
Common or Case Law 24 5 Anatomy and Physiology 73
Local Ordnances 25
Guidelines of Practice from Veterinary “Speaking” Anatomy 73
Organizations 26 Body Systems 75
Occupational Safety and Health Administration Skeletal System 75
(OSHA) – Workplace Safety 26 Muscular System 78
Labeling 27 Cardiovascular System 78
Personal Protection Equipment 27 Respiratory System 81

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