Client Communication and Ethics Flashcards
7 cards from real CVA practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Client Communication and Ethics flashcards as text
A client becomes upset when told the estimated cost of their pet's treatment. What is the best initial response?
Answer: Acknowledge their concern and offer to discuss payment options
Acknowledging the client's concern and discussing payment options shows empathy while maintaining the recommended standard of care.
Which behavior best demonstrates active listening during client communication?
Answer: Nodding, maintaining eye contact, and paraphrasing the client's concerns
Active listening involves giving full attention, using nonverbal cues, and paraphrasing to confirm understanding.
A client asks you to diagnose their pet's condition over the phone. You should:
Answer: Politely explain that diagnosis requires a physical examination by the veterinarian
Veterinary assistants cannot diagnose; a proper diagnosis requires a physical exam by a licensed veterinarian.
What does the term 'informed consent' mean in veterinary practice?
Answer: The client receives and understands information about procedures, risks, and costs before agreeing
Informed consent means the client has received complete information about their pet's care and voluntarily agrees to proceed.
When communicating bad news to a client about their pet's prognosis, you should:
Answer: Speak clearly and compassionately, allowing time for the client to respond
Clear, compassionate delivery of difficult news while allowing the client time to process respects their emotional needs.
A client requests that information about their pet's condition not be shared with their spouse. You should:
Answer: Post a note in the file and follow the primary client's instructions regarding confidentiality
Client confidentiality should be respected; the primary client's instructions on information sharing must be documented and followed.
Which of the following is an example of professional boundaries in veterinary client communication?
Answer: Maintaining a warm but professional demeanor during all interactions
Professional boundaries include keeping interactions warm yet appropriate, avoiding personal entanglements that could compromise objectivity.