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MED 160
Review 14 & 16
| Question | Answer |
|---|---|
| Which of the following is NOT needed when scheduling a patient appointment? | The patient's medical history |
| Most patients become impatient after they have been waiting in the patient reception area for more than: | 20 minutes |
| To save space and time in the appointment book, you should: | use standard abbreviations |
| What common abbreviation should be used for a blood pressure check when scheduling appointments? | BP |
| Which of the following is true regarding appointment scheduling systems? | The type of system chosen depends on the practice and physician's preferences |
| When arranging an appointment for a patient, you should offer the patient: | about two different dates |
| A new patient should arrive: | 15-30 minutes early to complete paperwork |
| Which of the following is a special patient scheduling situation you may have to deal with in the medical office? | Patients that have been referred by another doctor |
| For scheduling repeat visits like prenatal checkups, it is best to: | schedule the appointments on the same day and time each week |
| Sharon is usually late for her appointments. The best appointment time slot for her would be: | 4:30pm |
| Before scheduling outside patient appointments, you should: | ask the physician for an order that identifies the procedures to be performed |
| Dr. Belle has 50 patients scheduled for appointments today that she needs to see in an eight hour period. Dr. Belle's schedule is: | overbooked |
| Dr. Brooks finds herself with a lot of free time in today's schedule. This has probably happened because: | her schedule was underbooked |
| What is the correct abbreviation for electrocardiogram? | ECG |
| The primary goal of a scheduling system is: | a smooth flow of patients and minimal waiting time |
| The purpose of using a matrix to schedule appointments is to: | create a basic format for the appointment book |
| Scheduling is dependent upon: | the practitioner’s preferences |
| You should build the schedule around a matrix to avoid: | scheduling appointments for times when the physician is out of the office |
| Which of the following is a probable outcome for an office that routinely has long wait times? | Patients will show up late for their appointments |
| When scheduling appointments, CAN is a common abbreviation for: | Cancellation |
| A new patient calls to schedule a complete physical examination. Which of the following is the proper way to document this call in the appointment book? | NP, CPE |
| You look in the appointment book at a note for the physician's 3:00 appointment which reads: Betty Smith, FU,S/R. What do these abbreviations stand for? | Follow Up, Suture Removal |
| Which of the following scheduling systems assumes a steady stream of patients all day long at regular, specified intervals? | Time-specified scheduling |
| r. Kaplan's office schedules patients with similar appointments together during the day or week. For example, all physical examinations are grouped together between 9:00 A.M. and 11:00 A.M. on Mondays and Wednesdays. This is an example of: | cluster scheduling |
| Tamara calls the office requesting a same day appointment; however no appointments are available. The best way to handle this situation is to: | double-book her with an already scheduled patient and tell her she may have to wait |
| If a patient needs to schedule a return appointment, it is best to: | schedule the appointment before she leaves the office |
| When scheduling appointments for patients with diabetes, you should: | schedule the appointments before or after lunch time |
| When making an outside appointment, you should verify the patient's type of insurance before choosing a facility or physician because: | you should pick a provider in the patient's network |
| When a physician is delayed or called away for an emergency, you should: | explain the delay and offer to reschedule the appointments |
| A locum tenens is: | a substitute physician |
| Pap smear | Pap |
| Referral | ref |
| Complete physical examination | CPE |
| Blood pressure check | BP |
| Patient | Pt |
| Chest pain | CP |
| Urinary tract infection | UTI |
| Complains of | c/o |
| No-show patient | NS |
| Nausea and vomiting | N & V |
| Consultation | cons |
| Reschedule | RS |
| Recheck | Re |
| New patient | NP |
| Cancellation | can |
| Sexually transmitted disease | STD |
| Incision and drainage | I&D |
| Physical therapy | PT |
| Upper respiratory tract infection | URI |
| Open-Hours | Patients seen on a first-come, first-served basis |
| Time-Specified | Steady stream of patients all day at regular, specified intervals |
| Wave | Several patients are scheduled for the beginning of the hour expecting that some will arrive late and others will spend more time with the physician |
| Double Booking | Two or more patients are given the same appointment time.; Useful when the patient doesn't necessarily need to see the physician |
| Cluster | Similar appointments are grouped together during the day or week |
| Modified-wave scheduling | Patients are scheduled during the first half-hour of an hour block which leaves the second half-hour for catch up prior to the next hour |
| Advanced scheduling | Patients are scheduled weeks or months or even the year prior to their actual appointment |
| End of the day | Late patients |
| Emergencies | Immediately |
| Referrals | As soon as possible |
| Fasting patients | Early morning |
| Repeat visits | At the same time and same day for each appointment |
| Late patients | End of the day |
| Walk-in patients - non-emergent | Request that the patient call for an appointment |
| Cancellations | Reschedule when convenient for patient |
| Missed appointments | Reschedule when convenient for patient and physician |
| Wrong-day appointments | Reschedule or try to work into the day's schedule |
| Which of the following is an important part of effective communication? | Knowing when to speak and when to listen |
| The medical assistant should answer the telephone promptly by the: | second or third ring |
| When answering a phone call in the medical office, the medical assistant should: | be courteous, calm, and pleasant |
| Regarding the telephone, HIPAA is concerned with: | the privacy and confidentiality of patient information via the telephone |
| In accordance with HIPAA guidelines, the medical office must: | have written standards or policies that require HIPAA compliance |
| Which of the following calls are handled by the medical assistant? | Appointments |
| Of the following calls, which one will most likely be handled by the physician? | Reports from patients with unsatisfactory progress |
| Which of the following is correct regarding your telephone voice? | Visualize the caller and speak directly to the caller |
| Which of the following is the best way to record a message? | Keep a telephone message pad by the phone to record information as it is given |
| Proper message taking is most important because: | it can protect the physician if the caller takes legal action |
| When making a call, it is important to consider the time zone in the location you are calling because: | you want to make sure you are calling during business hours |
| Which of the following describes telephone triage? | Screening calls to determine the level of priority |
| Which of the following describes a message that is respectful and considerate of others? | A courteous message |
| If the office is very busy and you answer an incoming call, you should: | maintain a calm demeanor |
| Which of the following is true regarding HIPAA compliance? | All employees must comply with HIPAA |
| Which of the following equipment leaves a private message directly on someone’s direct line or cell phone? | Voice mail |
| Which of the following actions by the medical assistant is not necessary before leaving a message on a patient’s answering machine? | Get authorization from the physician |
| What is another term for telehealth? | Telemedicine |
| Which of the following is a role of the medical assistant during a telehealth visit? | Preparing the patient for the live video chat |
| Which of the following is not one of the tasks that may be performed by a medical assistant during a telehealth visit? | Document the provider's discussion with the patient |
| According to the five Cs of communication, "completeness" describes: | a message that contains all necessary information |
| The medical assistant expressed regret for her loss and located an open appointment slot that would be convenient for Mrs. Rogers. The medical assistant displayed which of the following communication skills? | Showing empathy |
| Veronica organizes the message and makes sure she writes the message in a logical format. This is an example of: | cohesiveness |
| It is important to state your name when answering a call because: | it helps the caller know she is talking to a real person, not an anonymous voice |
| When ending a call, you should: | say "goodbye" and use the caller's name |
| When speaking to a patient on the phone, you must be careful to: | not discuss confidential information in an area where other patients can hear your conversation |
| If a patient calls and states he has been bitten by a snake, you should: | allow the patient to speak to the physician right away |
| When you receive a call from an attorney, you should: | follow the office policy manual to handle this call |
| Which of the following is an important step to take when making an outgoing call? | Have all of the necessary information in front of you before you call |
| When scheduling a conference call for several people, you should: | suggest several time slots in case someone is not available at a particular time |
| Good communication skills are most important in telephone management because: | they help to project a positive image |
| Proper enunciation is important when speaking on the telephone because: | the caller will be able to better understand what you are saying |
| Which of the following is not a correct action to take when recording a phone message? | Promising that the physician will call the patient |
| When placing an outgoing call, you should hang up if: | the call is not answered within a minute or eight rings |
| Which piece of office telephone equipment is commonly used to assist with answering and routing phone calls into the office? | Automated voice response unit |
| Which of the following messages may be left on a patient's phone? | "Mr. Wilson, this call is to remind you of your appointment at Dr. Greg's office tomorrow at 9:00." |
| Which of the following messages may be left on a patient's answering machine? | None of these are correct -Detailed message about an appointment- Information regarding surgical procedures - Information about past hospital admissions |
| To maintain patient confidentiality when using the telephone, the medical assistant should: | leave a message with the name of the office and a number to call back |
| Which of the following is an advantage of mobile health? | It can provide alerts about health lifestyles |
| Completeness | Message must contain all necessary information |
| Clarity | Message must be legible and free from ambiguity |
| Conciseness | Message must be brief and direct |
| Courtesy | Message must be respectful and considerate of others |
| Cohesiveness | Message must be organized and logical |
Created by:
Felicia26