Controlled drugs - prescription drugs that have the potential for addiction. specific rules for ordering, storing, and dispensing
What are components of the "controlled substance log" ?
clients name , phone #
vet initials, and person who dispensed drug
# of pills dispensed
What are the 3 options for drug and supply locations ?
Complete pharmacy in each examination room
Combination of 1 and 2
What are the ads and disads of pharmacy/supplies in each exam room
Advantages: Saves time for dispensing on each visit
Disadvantages: requires large storage space in each room
requires duplication of dispensing supplies
time consuming to do inventory
What are the ads and disads of a Central pharmacy ?
Advantages: labour on dispensing for each visit is decreased
single inventory supplies
good control of pharmaceutical supplies
Disadvantages: time spent on dispensing for each visit is increased
What are the ads and disads of the combination of central pharm, and in exam room ?
Limited supply of commonly used items is kept in each exam room. central pharmacy is used for the storage and sipensing of most drugs and supplies
What are 5 methods of organizing the clinic pharmacy ?
Level of use
What are the pros and cons for Manual and Computer inventory systems ?
Manual: a ledger containing information on each item. most clinics do such an inventory completely only once a year
Computer: uses a program. when supplies are used or dispensed, they are deducted automatically from current inventory. any given time a printo can be produced listing the drug, supply on hand, exp date, cost,
What are the 7 inventory costs ?
Transportation and freight
Space to store inventory
Time and paperwork
Waste and damage
Drugs expire before they can be used
What is the Rule of Thumb ? . .inventory costs
Inventory costs are about 10% of the cost of the inventory itself
What is the rull of thumb for turnover time?
The ideal turnover time for most drugs is between 45 and 60 days
What is the 80/20 rule?
20% of drug inventory accounts for 80% of drug revenue. Other words, 20% of entire stock will generate 80% of income
How do low turnover items result ?
Miscalculation in odering
Drugs may be seasonal, such as heartworm preventative
Dr. preference may change
Client may move away or patient may die
A substitute item may be used
Average inventory calculation
Years beginning inventory + years ending inventory / 2
Inventory turnover calculation
total inventory purchased during yr / avg. inventory
What are high use items that should be checked daily ?
Syringes and needle quantities
I.V. catheters + fluids
Anesthetic gases and sedatives
Other - vet wrap, gauze, cotton,
When receiving goods what should be checked ?
The quantity received is what appears on the slip
Note storage and instructions and follow them
Note any items which are back ordered
Check that the items received are what were ordered
What is the Veterinary Receptionists Golden rule ?
Make the clients feel welcome. Show how much you care that theyve chosen your clinic.
What do you do each time a client comes in, in order to make a good first impression ?
Great the client, their pets, and their children by name immediately
Come out from behind the desk to pet the animal and speak with client
Wear a name tag
Introduce yourself to new clients
Your appearance should be neat and professional
Maintain grace under pressure
What are some unavoidable delays ?
Staff late to work or calling in sick
Very ill pets
Surgery runs longer than planned
How long is too long to wait
10 minutes or more
How do you keep clients occupied while they wait ?
Check address and phone # are correct
Take a detailed history of their current condition
Make small talk, be sincere
Check file for recent purchases, like flea shampoo, products and ask their opinions
How often should you keep clients posted while they wait ?
every 5 - 10 minutes
What are the efffects of color on the mood ?
Red: Exciting and stimulation. energy colour
Pink: Gentle and soothing
Blue: calming, invkoes feeling of security
Orange: exciting and stimulating
Yellow: cheerful, joyful
Purple: dignified, but too much can be intense
Green: restful. combination of yellow and blue
What are the spatial distances and when would you use them ?
Intimate space: 0 - 18'', peoplw we know very well, children, spouse
Personal space: 1.5 - 4 ft, for people we know well and feel comforatble with, like friends and relatives
Social space: 4 - 12ft, space that is needed to feel comfortable in our everyday lives.
Public space: 12 - 25ft, for the street, usually among people we dont know.
Where do clients come from ?
Yellow pages 7%
Road sign 2%
Newspaper ad 1%
Direct mail 1%
What are ways to develop a bond with your clients ?
If hosp. has a wev site, ask the new client if they have internet access
Offer to give a hospital tour before or after appt.
Collect as much detail as possible
What are the contents of a welcome kit ?
Folder to store pet records
What are the 6 steps to make a good first impression ?
1. Let the other person be the center of attention
2. Be a good listener
3. Be careful with humor
4. Use the persons name frequently
5. Speak clearly
6. Dress to impress
Why is good record keeping important ?
CVO legislation requires it
Required by law, to provide protection from law suits
In case of computer malfunction
Aids in communication between staff and clients
Keeps info organized
Helps with diagnosis of illness
Aids in billing
What are CVO standards for medical files ? must contain..
Date of each animal visit
History of pets health
Pets current weight
The particulars of exams
Note of any professional advice given
All medical, surgical treatments and procedures used
A copy of all reports
A final assessment of the pet
All fees and charges incurred
What are the 6 critical components of a medical file ?
The problem list
What is the Problem list ?
used to show a summary of all surgeries, treatments, ilnesses etc. that the pet had or taken.
What are the Progress notes ?
used to keep the information from each appointment in.
What are legal requirements of medical records ?
Be written in permanent pen
Be initialed by the person makin entry
Have NO blank lines in between separate entries
Corrected entries must be made with a single line through the incorrect information
Pages must be numbered
NO white out
All signed consent forms must be kept in the medical file along with copies of any other forms given to the client
Must bve kept for 5 years
What are confidentiality rules ?
Under no circumstances should any information in the pets medical record, be discussed with anyone other than the hospital employees or veterinarians
When can confidentiality be broken?
Health officials must be informed of any reportable disease or animal bite.
Subjective: reason the owner has brough the animal in today
Objective: rules out, veterinarians thoughts on the pets current condition
Assessment: physical exam findings, lab results..
Plans: treatments plants, medications, recheck ..
Typical yearly visits for puppies/kittens include
Vx - determined by vet
HWT + prevention
Wellness test (some cases)
Typical yearly visits for seniors include ?
What is the purpose of consent forms ?
To protect the vet, pet, client , and staff
To ensure the client understands treatment, procedures, risks and costs
What are some types of consent forms ?
waivers - heartworm decline
What are the legal requirements for consent forms ?
Must ibe in writing
Owner must be informed of risks/advised of negative side effects
Cannot guarantee success
Must be signed by the owner
Kept for 5 years
Must include date
Must include client first and last name and pets name
Must include treatment or procedure preformed
What do you need to do before the animal is discharged ?
Make sure final bill is complete and a copy is in the file
All madeications are labeled and ready to go
Post op or home care instructions are ready
All certificates are ready
All test results are in and recorded
Types of filling systems
Alphabetical - most popular
What are important features to consider when purchasing file storage cabinets ?