MB 170 Unit 1 Theory Exam

A patient wishes to speak to the dentist. What is the proper response?

a. "I will be happy to take your name and number and any message you want to leave for a return call."

Which of the following is NOT an advantage of computer-generated clinical records?

a. It reduces the need to employ an administrative assistant.

The ability to view a situation form the other person's point of view is referred to as which of the following?

a. Phenomenological

You are instructing a student intern in the dental office on proper use of punctuation in business correspondence. Which of the following statements lets you know that the intern understands your instructions?

a. Punctuation within the body of the letter is used according to the same rules as apply to formal documents.

When leaving a voice mail message, which of the following is not recommended?

a. Relay pertinent personal health information.

The term that refers to the process which identifies conditions that can lead to alleged malpractice or to procedures not in line with mandated regulations is which of the following?

a. Risk management

Which of the following describes the Equivalent Requirements for Government?

a. State that the provisions of the Privacy Rule generally apply equally to private sector- and public sector-covered entities.

Mr. Day has just phoned to ask a question to which you do not know the answer. Which of the following is an appropriate response?

a. Tell Mr. Day that you will have another team member, who can answer the question, take the call.

In a court of law, information left out of records is assumed to have never existed. Standard abbreviations are used on dental records to save charting space.

a. The first statement is true; the second statement is false.

Which of the following forms provides the dental practice with the patient's demographic and financial information?

a. The patient registration form

Several types of administrative assistants work in the dental office. Which of the following is responsible for ensuring compliance with regulations?

a. The records manager

Maintaining clinical records starts and ends with the _______, who plays a key role in protecting the dental practice from malpractice litigation.

a. administrative assistant

When paragraphing, care should be taken to _______.

a. create paragraphs of equal length

According to Maslow's Hierarchy of Needs, _______ is pursued only once all other needs have been met.

a. self-actualization

The bookkeeper records and maintains the accounts payable, which is a record of _______.

a. the money that the dental practice owes to others.

A patient has called and asks you a question to which you do not know the answer. Which of the following is the best response?

b. "I am not sure. May I check on that for your and call you back?"

Each of the following pieces of mail has first-class postage affixed. Which of the following will require additional postage?

b. A business envelope that weighs 2 ounces.

Communication in a dental practice can be characterized by all of the following examples except which of the following?

b. A patient tells a neighbor about the wonderful service offered at your practice.

The responsibility to maintain organized clinical records belong to which of the following?

b. Administrative dental assistant

Which of the following statements is false?

b. Dental Practice Acts are transferrable from state to state. An assistant can continue to practice using the former state's license.

HIPAA Privacy Rules that apply to clinical dental records are which of the following?

b. Full accessibility to clinical records for the staff and written HIPAA regulations in the patient's chart

The study of the psychology of human beings, what they want, why they react, what makes them happy, and how they relate to others is referred to as which of the following?

b. Humanistic theory

Which of the following is NOT a key role of the dental hygienist?

b. Replacing lost or damaged tooth structure

Which of the following speech techniques will present a positive telephone image?

b. Speaking slowly

Which of the following nonverbal cues should be practiced with caution?

b. Touch

The key elements of record keeping include organization, completeness, and:

b. consistency.

Postcards should not be used to send _____ to a patient.

b. the results of diagnostic tests

Each person who answers the telephone should _______.

b. use the same script

When the assistant is on the phone and a call comes in, what is the proper way to answer the second call?

c. "Dr. Smith's office, this is Maryanne. May I ask who is calling and the reason for your call? Answer the question or explain that you are on the other line and will call her back in 10 minutes."

An additional _______ of education is required for a dentist to become a board certified specialist.

c. 2-4 years

At the end of a phone conversation, which of the following demonstrates a correct protocol?

c. At the end of the conversation, summarize the call.

Which of the following topics is not contained in correspondence between professionals?

c. Bills and collection

Which of the following techniques will encourage a noncompliant patient to follow the dentist's instruction?

c. Demonstrate the correct technique and have the patient demonstrate back to you.

_______ is a method of transcribing a spoken message into a report or letter.

c. Dictation

Of the following types of patient correspondence, which may be prohibited by the state dental board's legal and ethical regulations?

c. Direct mail promotion

Major issues that may cause a patient to question the quality of dental treatment include which of the following?

c. Poor communication and record keeping and tense communication between staff

Why is it important to document missed and broken appointments in the clinical record?

c. To document the intent of the dentist to complete work and follow-up in a timely manner

Electronic mail has replaced much business correspondence. What guidelines should be followed when one uses e-mail?

c. Use business format and keep length to one page (screen).

A concise business letter will _______.

c. convey a message without overusing words and phrases

The single most important role of the receptionist is _______.

c. projecting a positive and helpful attitude

Individuals who help others to become fully functioning human beings are known as:

c. significant others.

If the receiver is not hearing or understanding the message as it was intended, it is said that:

c. some barrier is preventing effective communication.

Personalization of a letter can be accomplished by use of:

c. the "you technique"

Which of the following is an example of the correct way to address an envelope?

d. ATTN STANLEY SMITH MD MOUNTAINSIDE MEDICAL GROUP 1243 MAIN ST LOS ANGELES CA 90000-1343

The responsibility of enforcing the regulatory issues mandated by the HIPAA Act of 1996 are ultimately the responsibility of the dental assistant. The accountability section of the Act allows individuals to carry their health insurance from one job to another to avoid a lapse in coverage.

d. Both statements are false.

If a mistake is made in the clinical record, what procedure should be followed to make the correction?

d. Cross out the error with a single line, date and initial the error, and then write the correction information.

A patient who covers his or her mouth most likely is communicating which nonverbal message?

d. Embarrassment

Which of the following documents outlines the duties that may be performed by dental auxiliaries?

d. The State Dental Practice Act

Efficacy in handling incoming mail is measured by _______.

d. all are correct ; a. how quickly and accurately the mail is routed b. how efficiently payments are processed c. how soon mail is answered

All the following are strategies that can be used to provide outstanding customer service, except:

d. emulate the image of other successful dental practices.