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MEAS 109 CH 14
CHAPTER 14
| Question | Answer |
|---|---|
| The appropriate way to address a patient with a last name that is difficult to pronounce is to ____. | ask the patient how to pronounce his/her name |
| Your first priority when responding to a complaint of an angry patient is to ____. | stay calm and try to pacify the caller |
| The best way to handle a patient who calls the office in real, distressing pain is to ____. | schedule appt immediately or tell patient to go to ER |
| The appropriate way to handle an incoming call for a practitioner from another practitioner is to ____. | route the call to the practitioner , If possible |
| f you cannot give your undivided attention to a caller because of an emergency in the office, ____. | explain that you are handling an urgent matter and offer to call back |
| If a patient remains dissatisfied after discussing a bill, ____. | document all comments a relay the information to the physician |
| A medical assistant should answer all telephone calls using ____. | proper telephone etiquette |
| Mrs. Worth is calling for the result of(cancer marker) test she had. Georgia, looked up the record and discovered that the result is abnormal. Georgia asks you what she should tell Mrs. Worth. What should you tell Georgia? | "Tell Mrs. Worth the physician will call her back with the results." |
| The first thing you should do when answering the telephone is ____. | identify the medical office and yourself |
| have the provider return the call | |
| When handling an incoming telephone call regarding a patient progress report, you should ____. | take a message for the physician |
| Speaking clearly and distinctly to help the person you are speaking to understand you is called ____. | enunciation |
| A telephone message that is organized and logical demonstrates ____. | cohesiveness |
| Which of the following symptoms indicates a heart attack? | chest pain radiating to arm, shoulder, and jaw |
| One of the most important telephone skills is saying words correctly, which is called ____. | pronunciation |
| A communication that contains all of the necessary information demonstrates which of the following? | completeness |
| A patient calls with a billing problem stating the fee was too high. When the medical assistant checks, the account she finds the proper fee was charged. What would be the best approach is to use in this situation? | speak to the provider before responding to the patient |
| Telephone calls that require the practitioner’s personal attention include which of the following? | patient requests to discuss abnormal test results |
| When dealing with a patient who is nervous, upset, or angry, ____. | show empathy and an understanding for the caller's feelings |
| The result of answering the phone while carrying out another task is ____. | possible errors in message taking |
| If a patient was overcharged for services, the appropriate procedure is to ____. | ask the patient to wait for a corrected statement before sending payment |
| A disadvantage of communicating by telephone is that ____. | you cannot see the caller's visual signals such as body language or facial expression |
| When a patient calls the office for the result of a laboratory test that happens to be normal, you should ____. | give the patient the results if the physician has authorized that normal results may be given out |
| Without identifying herself, the caller begins shouting at you that she had been told that an office visit would cost $79, but her bill was for $135. She says the office is discriminating against her by charging her more than the normal amount. How should | listen carefully and acknowledge caller's anger |
| When you receive or place a phone call, your message should be logical and free from ambiguity. Which of the following Cs of effective communication does this demonstrate? | clarity |
| When is it acceptable for a medical assistant to authorize a pharmacy to refill a prescription? | If the licensed practitioner has authorized in the patient’s chart that refills are approved Correct |
| The appropriate response to a triage patient who is experiencing chest pain is ____. | go to nearest emergency room, preferably by ambulance |
| asked him to call the office and let her know how the prescribed medication was working. Mr. Patterson begins to explain in detail how much better he feels and what effect he thinks the medication is having. What should Chris do? | document patients description and relay info to the physician |
| After speaking with a patient on the telephone about a clinical issue, a medical assistant must always ____. | document convo in patient's record |
| What document indicates who is responsible for the various types of calls coming into the medical office and how the calls are to be handled? | routing list |
| The appropriate way to maintain patient confidentiality is to ____. | put the message in a file folder marked "Confidential" and place the folder on the physician's desk |
| What can you do to make a message concise? | make message brief and direct |
| Learning the telephone triage process includes ____. | using the office's written guidelines for commonly asked questions |
| Which of the following office procedures should be followed if the practitioner is not in the office when an emergency phone call comes in? | call 911 on their behalf |
| Which of the following types of telephone calls can a medical assistant resolve? | call to change an appointment |
| The appropriate way to deal with a caller who refuses to identify himself is to ____. | suggest that he write a letter to the physician and mark it "Personal" |
| If you put a caller on hold and determine it will be a long wait, ____. | offer to call back |
| When you are respectful of a caller, which of the five Cs of communication do you exhibit? | courtesy |
| When a call with a patient is long or complicated, ____. | summarize the details of the call to ensure understanding by both you and the patient |
| The recommended procedure for handling billing inquiries is to ____. | pull the patient's chart and billing information |
| A drop in body temperature during prolonged exposure to cold is called ____. | hypothermia |
| Which of the following conditions requires immediate medical help? | trouble breathing |
| When talking to a patient on the phone use ____. | a normal conversational tone |
| A guideline to follow when an attorney calls the office is to ____. | release information only when the physician has authorized you to do so |
| If you receive another call while talking to a patient, the procedure to follow is to ____. | make sure the second call is not an emergency before putting on hold |
| What is the best response to a patient who calls to ask if he or she can use a medication that was prescribed for a previous condition? | You should not use the medication because it may not be helpful. |
| Guidelines for dealing with a salesperson on the phone include ____. | asking the salesperson to send you information |
| Before putting a caller on hold, ____. | ask the caller to state the purpose of the call |
Created by:
ally081