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Green Module
Medical Office Review
| Question | Answer |
|---|---|
| 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
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