MDAST 322 Chapter 8 Exam 3 Answered

MDAST 322 Chapter 8 Exam 3 Answered The guidelines for medical confidentiality apply equally to telephone conversations; therefore, take care that no one overhears sensitive information. - Answer- TRUE. The guidelines for medical confidentiality apply equally to telephone conversations; therefore, take care that no one overhears sensitive information. If a patient calls the office and states that his or her condition has not improved since the office visit earlier in the week, the medical assistant can suggest over-the-counter medications that the patient could try. - Answer- FALSE. The medical assistant can never suggest any type of treatment or medication, because this constitutes practicing medicine without a license. Which of the following types of communication tools can be used to record verbal messages? - Answer- Voice mail. Which of the following is not correct with regard to ending a call? - Answer- Hanging up before the caller. The vocabulary of a particular profession is called: - Answer- Jargon. The medical assistant should never argue with a patient on the telephone or attempt to place blame on the patient's actions when a disagreement arises. - Answer- TRUE. The medical assistant must always act in a professional manner and never argue or blame the patient for any event or situation. Managed care organizations usually require a referral to a specialist. - Answer- TRUE. Some managed care organizations require a physician referral before a patient may see a specialist. If your office is in California and it is noon, what time is it on the East Coast? - Answer- 3 PM. When answering incoming calls, what is the first thing the caller should hear? - Answer- The name of the facility. When answering a telephone for a healthcare practice, which of the following practices helps create a positive impression on the caller? - Answer- Smile. Pitch is: - Answer- The depth of a tone or sound. When a patient calls in complaining about the care he or she received or the fee charged, which of the following should be avoided? - Answer- Placing blame for the error. Patients should always be given an exact time that the physician will return a call. - Answer- FALSE. The physician cannot be held to a specific time to return a call, because emergencies or lengthy appointments make this practice nearly impossible. The medical assistant should never give patients an estimate of what the cost of their visit will be, even on the initial visit. - Answer- FALSE. Patients should be given a good estimate of what they should expect to pay, especially on the first visit. Most providers allow medical assistants to give test results in which of the following circumstances? - Answer- Only normal test results and abnormal test results if authorized by the provider. When using a speakerphone, which of the following should occur to comply with HIPAA? 1. Inform the caller that you will be using speakerphone. 2. Let the person know who else will be listening in. 3. Door or reception window should be closed. 4. Should not be used in areas where conversation can be overheard. 5. Answer All are correct. - Answer- Answer All are correct. How long are records of telephone messages retained? - Answer- The same period that the statute of limitations runs for medical professional liability cases. When a patient calls with a complaint: 1. Use an approach similar to that for angry callers. 2. Find the source of the problem. 3. Present options of solutions to the patient. 4. All are correct. - Answer- All are correct. Which of the following types of communication tools is best for two-way communication? - Answer- Cell phone. STAT means "as soon as possible." - Answer- FALSE. STAT means immediately. Which of the following calls is considered urgent, but not an emergency? - Answer- Animal bite. A pleasing telephone voice is developed by using: - Answer- Enunciation. Answering services can be used for which of the following? - Answer- Cover the telephone if all staff members need to be away at the same time and buffer and screen after-hours calls. Active listening involves: 1. Being present in the moment. 2. Focusing solely on the conversation. 3. Confirming what the speaker has said. 4. All are correct. - Answer- All are correct. The medical assistant can refer patients to an internet map if they call for directions to the physician's office. - Answer- FALSE. The medical assistant must always provide accurate directions if the patient asks; it is helpful to have written directions handy that originate from different landmarks in the area. Which of the following are common sources of incoming calls to the physician's office? 1. Other physicians. 2. New patients. 3. Laboratories. 4. All are correct. - Answer- All are correct.