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Medical Office Review

AB Alberta
BC British Columbia
MB Manitoba
NB New Brunswick
NL Newfoundland & Labrador
NT Northwest Territories
NS Nova Scotia
NU Nunavut
ON Ontario
PE Prince Edward Island
QC Quebec
SK Saskatchewan
YT Yukon Territory
A/S allergy shot
AHE annual health examination
BP blood pressure
Can cancellation
Con consult
CPx complete physical examination
F/S flu shot
FUp follow-up
Inj injection
NS no show
Pap Pap smear
PN prenatal
PP postpartum check
Ref referral
V/S vital signs check
WB well baby
What are the rules for proper email protocol? ensure proper email address, always use subject line, keep message short and to the point, keep message thread, proofread your email, be aware of security, answer promptly, do not use email lingo
How can an MOA deal with an angry client? genuine warmth, respect, empathy
How can an MOA effectively deal with incoming calls? Prompt Polite Precise Professional Positive Patient
How can an MOA effectively deal with outgoing calls? keep needed numbers handy, plan timing, be prepared, make reminder calls if needed, stay on track, leaving proper messages
How can mail be delivered to the health office? courier, special delivery, regular post
How can you keep appointment books confidential? keep out of view of clients, put in a secure place at the end of the day
How can you keep computerized schedules confidential? place monitor at an angle, turn off monitor when not using it, keep passwords confidential
How can you effectively communicate your message when making a sign for the office? make large enough to be noticed, make lettering large enough for people with limited vision, make it simple but attractive, brief and to the point, clear, friendly, humour
Name the most common types of communication tools used in a health office? telephone, email, fax, Black Berrys, cell phones, answering devices, computers
What does pre-editing mean? filling in the times you know the doctor is unavailable
What information is necessary when booking a referral appointment? demographics, diagnosis, consultation request, relevant test results, tests the family doctor has ordered in preparation for consult, relevant history
What is a day sheet and what is it used for? a computerized list of the provider's appointments for the day, referral purposes, keeping notes, helps the doctor to schedule, gives an idea of how many more to be seen
What information is necessary when booking surgery? demographics, health card number, private insurance, type of accomodation, referring physician's name, surgeon's name, provisional diagnosis, name of procedure
What is an answering service? employs operators who answer calls for a broad range of clientele, operator at a central location answers the call and gives the client direction
What is an answering machine? different varieties, some may only give a message, some allow caller to leave a message
What information is necessary when taking a message? Write down EVERYTHING, name of caller/name of patient if different from caller, telephone number, date and time, call management, contents of message, signature or initials of message taker
What is plain language? speaking + writing so your clients can understand you, organizing and presenting information that focuses on the client's needs, keeping them in mind when you write letters, memos, phone messages or instructions
Describe fixed office hours/open. open at certain hours so clients may come whenever they like without an appointment
Describe wave? scheduling several clients for the same block of time, typically an hour
Describe modified wave. uses basic block of time but narrows time slots ie. two clients arrive every 15 minutes
Describe affinity/cluster, categorization/analogous. schedules clients in clusters, similar appointments together Fewer choices for the patient
Describe combination. a combination of affinity + random scheduling
Describe double/double-column booking. scheduling two appointments at the same time, on the assumption that one of the appts will involve little of the doctor's time
Describe stream. allotting a specific, unique time slot for each client apt - most common method of scheduling
Created by: Barbara Ross