Chapter 9 review

False

A crowded reception room means that the physician is very popular and competent.

prevents booking of patients during meetings and hospital rounds.

A matrix in the schedule

True

A matrix is something in which a thing develops, originates, or takes shape.

child abuse If the parent is suspected of child abuse, the physician may want to see the child alone so that he or she can speak freely to the doctor.

A parent normally accompanies a child in the exam room unless the parent is suspected of _________________.

The first statement is false; the second is true.

A parent or guardian must accompany all children under the age of 10 into the exam room with no exceptions. Minors need a parent to consent to treatment in most cases.

fear Anger is sometimes a reflection of the patient's fear.

A patient's anger may be a reflection of his or her pain or __________ of what the physician may discover during the examination.

no-show.

A person who fails to keep an appointment without giving advance notice is called a

precertification A process required by some insurance carriers in which the provider must prove medical necessity before performing a procedure is called precertification.

A process required by some insurance carriers in which the provider must prove medical necessity before performing a procedure is called ___________________.

True

A process required by some insurance carriers in which the provider obtains permission to perform certain procedures or services or refers a patient to a specialist is called a preauthorization.

perception Perception is a quick, acute, and intuitive cognition.

A quick, acute, and intuitive cognition is called _________________.

True

A space of time between events is an interval.

interval A space of time between events is called an interval.

A space of time between events is called a(n) ____________.

False

A telephone in the reception area is useless, because most patients now carry cell phones.

prerequisite A prerequisite is a necessary element to end or carry out a function.

A thing that is necessary to achieve an end or to carry out a function is called a(n) ________________.

progress Progress notes allow physicians to keep a written record of the patient's condition.

A(n) ____________ note helps track the patient's condition in the medical record.

True

Advance preparation for the arrival of patients helps the day progress smoothly and in a relaxed manner.

respect All patients want to be treated with respect.

All patients should leave the medical facility feeling that they were treated with ___________.

10 to 15

All patients want to be kept informed about how long they should expect to wait to see the provider. Any delay longer than ________ minutes should be explained.

give them the last appointment of the day.

An effective way to deal with patients who are always late for appointments is to

cannot reasonably be prevented. is limited in nature. occurs as a result of another use or disclosure that is permitted.

An incidental disclosure

grouping procedures.

An obstetrician who devotes two afternoons a week to seeing pregnant patients is using an appointment scheduling method called

disruption An unexpected event that throws a plan into disorder is a disruption.

An unexpected event that throws a plan into disorder is called a ______________.

True

Any toys placed in the waiting area should be washable.

expediency Expediency means to approach a situation with caution.

Approaching a situation with caution is using _______________.

proficiency Competency as a result of practice or training is called proficiency.

Competency as a result of training or practice is called ____________.

True

Every patient has the right to expect courteous treatment in a physician's office.

Place documentation in the patient health record and appointment schedule

For legal purposes, what needs to occur when a patient fails to keep an appointment?

When provider is out of town

For security reasons, stating that the doctor is unavailable is best used in which of the following situations?

False

Glass partitions should never be used in today's medical offices.

Both statements are true.

Health records should never be left in the examination room to be picked up and read by a patient. When using an EHR, it is important to remember to log out of the computer when you are ready to leave the room.

False

If a late patient is scheduled as the last patient of the day and does not show up before the office closes, the medical assistant is obligated to wait until the patient arrives.

everyone When a patient has a poor experience in a physician's office, he or she often tells everyone.

If a patient has a poor experience at the physician's office, he or she will tell ____________.

15

If a patient has been waiting longer than ________ minutes past his or her appointment time, the medical assistant should offer to reschedule the appointment.

integral Integral elements are essential to the whole.

If a thing is considered ____________, it is an indispensable part of a whole.

harmonious A harmonious element is marked by accord in sentiment or action.

If something is marked by accord in sentiment or action, it is said to be ____________.

clutter Clutter should be avoided on desks that are visible to patients.

If the medical assistant's desk is in open view of the patients, it should be free of ____________.

False

If the patient brings a relative to the physician appointment, this implies that the patient consents to discussion of the patient's care with the relative.

confidentiality Sign-in sheets can violate patient confidentiality, so these documents must be used with care.

It is possible to violate patient ______________ when using a sign-in register.

True

Journals for physicians may not be displayed as reading material in the reception area.

customer service Customer service should be a priority in every physician's office.

Many medical offices are not concerned enough about the _________________ aspect of the practice.

False

Medical assistants are not allowed to take the patient's personal and family histories.

True

Medical assistants should make an effort to learn the names of the patients who come to the physician's office.

True

Open office hours do not work well for most practices.

False

Outpatient testing is no longer common for physicians.

sign-in sheets Sign-in sheets are incidental disclosures and do not violate HIPAA laws.

Patient _______________ do not violate HIPAA laws, even if others can read names on the register.

True

Patients appreciate it when medical assistants consider the patient's time when performing duties in the facility and scheduling appointments.

they have been pressed for a payment but do not have the funds to pay. they are in denial and are having difficulty facing their illness. the office consistently runs behind schedule.

Patients may fail to appear for appointments because

False

Patients understand if the physician's office is not completely clean, because most offices are busy facilities.

established patients Patients who have been previously seen are called established patients. Those who have never seen the physician are classified as new patients.

Patients who are returning to the office and have previously seen the physician are called _____________________.

False

Patients who are too talkative should be dismissed from the physician's care before they take up too much of his or her time.

emergency Emergency calls sometimes necessitate rescheduling of appointments.

Periodically, ____________ calls will necessitate rescheduling of appointments.

True

Placing the paperwork that new patients must fill out on the physician's Web site saves time during the new patient's first appointment.

True

Scheduling systems should be individualized to each specific practice.

reason The reason for a patient's office visit would indicate or suggest a diagnosis. Because other patients view the sign-in sheet, this would be a breach of patient confidentiality.

Sign-in sheets should not list the __________ for the patient's office visit.

amenity An amenity is something conducive to comfort, convenience, or enjoyment.

Something conducive to comfort, convenience, or enjoyment is called a(n) __________.

matrix A matrix is something in which a thing originates, develops, takes shape, or is contained.

Something in which a thing originates, develops, takes shape, or is contained is called a(n) __________.

True

The appearance of the reception room influences the patient's perception of the entire office.

self-scheduling.

The appointment setting method by which a patient logs on to the Internet and views a facility's schedule to set his or her own appointment is called

True

The best practice is to place a patient's chart so that the name cannot be seen by those in the hallways of the physician's office.

False

The facilities available at the office do not influence the number of patients the physician can see in a day.

an oral or written order for the procedure from the physician

The first prerequisite for scheduling an outpatient admission or procedure is

surgeries.

The medical assistant must remember that the physician will have other types of appointments that will need special notation in the appointment schedule, such as

True

The medical assistant must take care not to offer medical advice to the patient.

True

The medical assistant needs to watch the patient's body language.

having patients wait in the examination room instead of the waiting room.

The medical assistant should follow all the following practices regarding patient arrivals except

False

The medical assistant should offer assistance only to patients who are obviously handicapped.

False

The medical assistant should take a patient's history in the reception area, where the patient can sit comfortably.

False

The office should not keep any types of toys in the reception area.

choice Patients should be given a choice of times and dates to see the physician.

The patient should be given a(n) ___________ of times and dates when making a return appointment.

on greeting him or her at arrival. when he or she leaves the office. during the examination.

The patient's name should be used

allows flexibility to accommodate the unpredictable.

The principal advantage of using the wave method when designing the scheduling process is that it

False

The provider's habits should not influence appointment scheduling.

demographics.

The statistical characteristics of human populations are called

sequential "Relating to or arranged in a sequence" is the definition of sequential.

The term that means "relating to or arranged in a sequence" is ______________.

pronounce patients' names correctly.

The use of phonetic writing in the medical office can help you

consider the preferences of the physician.

The way to organize appointment scheduling so that it best supports the success of the practice is to

True

Time is one of the physician's most valuable commodities.

interaction Interaction is a type of two-way communication.

Two-way communication is also called ______________.

anxiety New surroundings can create anxiety.

Uncertainty in new surroundings can often create ____________.

True

Wave scheduling may involve several patients arriving at the same time.

Ask all patients if you can be of assistance.

What is the best way to decide whether patients need special assistance in disrobing?

explain why the time is not available and offer a substitute date and time.

When a requested appointment time is not available, the medical assistant should

True

When an appointment is rescheduled, the first appointment date and time must be removed.

give them the name of one or more alternative physicians.

When informing patients that you must postpone their appointments because of the absence of the physician, it is good practice to

try to set the appointments for the same day of the week at the same time.

When patients need a series of appointments, it is best to

Both A and B

When rescheduling an appointment, which of the following needs to occur?

inevitable Making patients feel welcome helps increase the potential for success of the practice.

When the office staff commits to making the patient feel welcome, success of the practice is _____________.

travel.

When the physician is scheduled at outside facilities, the medical assistant must be sure to allow time for

Summary of medical history

Which information item is not included on the patient information form that new patients are required to complete?

Charts can be left in the examination room while the patient is waiting for the physician.

Which of the following is not true regarding chart placement in the medical facility?

The examination table should face the entrance to the room so that the patient is clearly visible when the physician enters.

Which of the following is not true regarding examination rooms?

Financial arrangements should be explained when the appointment is made if the patient is expected to pay at the time of service.

Which of the following is true concerning the scheduling of new patients?

Self-scheduling

Which of the following scheduling systems reduces the number of calls to the office and is available to the patient 24 hours a day?

Angry patients

Which of the following should be removed from the reception area as quickly as possible?

Progress notes form

Which of the following should most often be added to a patient chart's on each visit?

New patients Established patients Consultations

Which patients should be personally escorted to examination and treatment areas and given detailed instructions about what they are to do?

Wave scheduling

Which type of scheduling is an attempt to create short-term flexibility within each hour?

Grouping procedures

Which type of scheduling system is often used in an urgent care setting?

MRIs CT scans Blood work

Which types of outpatient procedures might be scheduled by the physician's office?

To be prepared for future legal consequences regarding the patient's care

Why is it necessary to include a note in the patient's chart when the person does not show up for a scheduled appointment?

Minors Except for a few instances, minors must have parental permission to be treated by a physician.

__________, in almost all cases, need their parent's permission to be treated by a physician.