Deck 11: Patient Reception and Processing

Question 1

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

Answer 1

True

Question 2

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

Answer 2

False

Question 3

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

Answer 3

True

Question 4

Any toys placed in the waiting area should be washable.

Question 5

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

Question 6

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

Question 7

The events in patients' lives do not influence their medical conditions.

Question 8

Writing a phonetic spelling of a patient's name can help the medical assistant pronounce it correctly.

Question 9

Journals for physicians may be displayed as reading material in the reception area.

Question 10

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

Question 11

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

Question 12

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

Question 13

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

Question 14

The physician cannot force a parent to leave the examination room where the parent's minor child is being treated.

Question 15

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

Question 16

Patients' medical records pulled for the day should be placed in alphabetic order.

Question 17

Patients usually do not care if the medical assistant uses their name when conversing with them.

Question 18

"Exhibiting or marked by great intensity or feeling" is the definition of fervent.

Question 19

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

Question 20

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.

Question 21

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

A)The chart should be placed in the door holder when the patient is ready for the physician.
B)Offices should develop convenient signals regarding chart placement that everyone understands.
C)Charts can be left in the examination room while the patient is waiting for the physician.
D)Charts may be placed in either the horizontal or the upright position in the door holder, depending on the physician's preference.

Question 22

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

Question 23

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

Question 24

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

A)better understand medical abbreviations
B)pronounce patients' names correctly
C)learn the meaning of medical terms
D)take notes quickly and accurately

Question 25

Patients often base their perceptions of an entire medical facility on:

A)all of their experiences with medical professionals
B)their previous healthcare experiences
C)fears about their health
D)what they see on entering the facility for the first time

Question 26

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

A)personally escorting them from reception to the appropriate room
B)telling them the specific items of clothing to remove
C)explaining exactly how to put on the exam gown
D)having them wait in the examination room instead of the waiting room

Question 27

The best way to distinguish between two people with the same name is to look at their street addresses.

Question 28

Which of the following would be considered a patient amenity?

A)A writing table in the reception area
B)Examination gowns in the examination rooms
C)Restrooms
D)An on-site laboratory

Question 29

There is no need to offer any amenities in the physician's office, because patients should never wait more than 15 minutes.

Question 30

What is the most important reason for ensuring that sufficient amounts of all supplies are available each day in the medical office?

A)To maintain the office's reputation for efficiency
B)To prevent inconvenience to the staff
C)To prevent interruption of patient flow
D)To prevent the need to restock examination rooms

Question 31

Which statement is true regarding the handling of charts for patients who have appointments on a given day?

A)Pull all files before the first patient arrives and arrange them in the order in which the patients are scheduled.
B)Pull all files the night before and organize them alphabetically.
C)Pull the file for each patient as he or she arrives and give it to the physician.
D)Check files for accuracy and completeness while the patient is with the physician.

Question 32

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

Question 33

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.

Question 34

Obtaining a copy of each patient's driver's license ensures that the right person is receiving health benefits from the insurance company.

Question 35

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

A)New patients
B)Established patients
C)Consultations
D)All of the above

Question 36

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

Question 37

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

A)Ask all patients if you can be of assistance.
B)Wait for patients to request help.
C)Use special consideration with patients who have a disability.
D)Offer help to patients who appear ill or upset.

Question 38

Screen savers help keep information out of sight when patients and visitors are near computer monitors.

Question 39

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

Question 40

The office mission statement may:

A)reflect the reason the physician went into practice
B)reflect the reason for the existence of the facility
C)be prominently displayed at the facility
D)all of the above

Question 41

Which of the following is not true regarding examination rooms?

A)Patients enjoy a magazine rack so that they can read while waiting for the physician.
B)The examination table should face the entrance to the room so that the patient is clearly visible when the physician enters.
C)The examination room should be tidied immediately after use and before the next patient is escorted in.
D)The examination room should not be used to clear out the reception area.

Question 42

Which of the following do patients not expect to find in the reception area?

A)Good ventilation
B)Television
C)Pleasant room temperature
D)Good lighting

Question 43

Which of the following is not an appropriate way to deal with a talkative patient?

A)Alert the physician that the patient tends to be talkative.
B)Allow the patient to ask only three questions while seeing the physician.
C)Schedule the patient as the last of the day.
D)Contact the physician via the intercom while he or she is seeing the talkative patient and mention that the next patient is ready to be seen.

Question 44

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

Question 45

The medical assistant should never tell the patient not to __________ about his or her condition.

Question 46

Furniture in a pediatric physician's office should be __________.

Question 47

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

A)Talkative patients
B)Angry patients
C)Children
D)Patients' relatives

Question 48

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

Question 49

If a chart is marked in some way as a reminder that specific actions need to be taken, it is said to be:

A)mnemonic
B)depleted
C)sequential
D)flagged

Question 50

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

Question 51

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

Question 52

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

Question 53

The medical assistant should review the forms the patient fills out to be sure they are __________.

Question 54

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

A)Medical history form
B)Progress notes form
C)Patient information sheet
D)Insurance information sheet

Question 55

The statistical characteristics of human populations are called:

A)numbers
B)perceptions
C)demographics
D)phonetics.

Question 56

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

A)Social Security number
B)Name and address of nearest relative
C)Name of spouse, if applicable
D)Summary of medical history

Question 57

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

Question 58

Patients expect to see the physician at the exact __________ time.

Question 59

The patient's name should be used:

A)on greeting him or her at arrival
B)when he or she leaves the office
C)during the examination
D)on all of the above

Question 60

Uncertainty in new surroundings can often create __________.

Question 61

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

Question 62

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

Question 63

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

Question 64

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

Question 65

The __________ should be the only person to discipline children while in the reception area.

Question 66

Any questions regarding the patient's health must be answered by the __________.

Question 67

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

Question 68

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

Question 69

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

Question 70

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

Question 71

If a thing is lessened markedly in quantity, content, power, or value, it is considered to be __________.

Question 72

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

Question 73

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

Question 74

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