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Green Module
Medical Office Procedures
| Question | Answer |
|---|---|
| What are the rules for proper protocol | -ensure proper email address -use subject line -keep message short/to the point -do not use email "lingo" -answer promptly -keep message thread intact -proof read your email -be aware of secureity |
| How can a MOA deal worth an angry client | -genuine warmth -respect -empathy |
| How can a MOA effectively deal with incoming calls (six P's) | -patient -polite -positive -precise -professional -prompt |
| How can MOA effectively deal with outgoing calls | -be prepared -keep needed numbers handy -know how to leave a proper message -make reminder calls, if necessary -plan timing -stay on track |
| How can mail be delivered to the health office | -courier -special delivery -regular post (priority post, registered mail) |
| How can you keep appointment books confidential | -keep out of view of clients -put in secure place at end of day |
| How can you keep computerized schedules confidential | -place monitor on an angle -turn monitor off when not using -keep all passwords confidential |
| How can you effectively communicate your message when making a sign for the office | -make sign large enough -large lettering -simple but attractive -brief and to the point -clear -friendly tone -use humour |
| Name the most common types of communication tools used in a health office | -email -fax -cell phones -pager's -BlackBerry's -answering devices -computers |
| What does pre-editing mean | filing in the times you know the provider is unavailable |
| What information is necessary when booking a referral appointment | -demographics -relevant history -relevant test results -tests pamily doctor has prdered -consultation request -diagnosis |
| What is a day sheet and what is it used for | a computerized list of the provider's appointments for a day -referral purposes -keeping notes -helps doctor keep to schedule -gives idea of how many more clients need ot be seen |
| What information is necessary when booking surgery | -demographics -health card number -private insurance coverage (if any) -type of accommodation (if overnight stay in hospital) -referring physicians name/number -surgeon's name -name of procedure -provisional diagnosis |
| 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 client direction |
| What is an answering machine | -some only give message to caller -others allow caller to leave message -call answer, client's needing emergency/urgent care are directed to the nearest ER |
| What information is necessary when taking a message | -name of caller -name of pt., if different than caller -telephone number -call management -message -signature of message taker |
| What is plain language | -speaking or writing so your client understands you -organizing and presenting information that focuses on clients needs -keeping them in mind when you write letters, memos, phone messages, or instructions |
| Describe fixed office hours/open scheduling | office opens at certain hours, and clients may come whenever they like |
| Describe wave scheduling | scheduling several clients for the same block of time |
| Describe modified wave scheduling | same as wave scheduling but with a narrower time slot |
| Describe affinity scheduling | scheduling similar appointments together |
| Describe combination/blended scheduling | combination of affinity and random |
| Describe double/double-column booking scheduling | schedule two client appointments at the same time |
| Describe stream scheduling | allotting a specific, unique time slot for each client appointment |
| AB | Alberta |
| BC | British Columbia |
| MB | Manitoba |
| NB | New Brunswick |
| NL | Newfoundland and 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 |
| FU | 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 |
Created by:
DawnLangridge
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