Dental Office Administration. Chapters 61 & 62. Test 1 Flashcards

Question

Effective words. Instead of filling

Answer 1

restoration/fixed restoration

Answer 2

denture/removable prosthetic

Answer 3

treatment area/clinical

Answer 4

reception area

Answer 5

stress (tension)

Answer 6

Don’t let your mind wander: - Put aside personal concerns while the patient is talking. Don’t concentrate on formulating a reply: - Concentrate on what the patient is actually saying. Look as well as listen: - Pick up both the verbal and nonverbal information the patient is transmitting. Lack of communication is the major reason patients leave a practice.

Answer 7

- be specific about your conflict. - resist the temptation to involve yourself in conflicts that do not directly involve you. Even if someone has clearly been wronged, allow the person to resolve the situation as he or she chooses. - try to depersonalize conflicts. Instead of a "me versus you" scenario, visualize an "us versus the problem" scenario. - be open and listen to another's point of view. - don't always involve the dentist or office manager in conflict resolution. You'll quickly give the impression that you are unable to resolve the smallest difficulties. - know when conflict is more than conflict. It conflict arises as the result of sexual, racial, or ethnic issues, or if someone behaves inappropriately, that's not conflict - it's harassment. - consider a mediator if the problem gets out of control or if the issue is too emotional to resolve in a mutual discussion. At this step, the office manager or dentist should be involved.

Answer 8

the patient’s current life situation (not part of the present situation). Other important factors are: - Previous dental experiences. - Attitudes and beliefs about the importance of his or her teeth.

Answer 9

- Smile: it shows in your voice. - Speak directly into the receiver (mouthpiece, keeping your mouth 1 to 2 inches away. - do not speak too quietly or too loudly. - when completing a call, always allow the person who originated the call to hang up first. - Use the caller's name in the conversation and give them complete attention.

Answer 10

- Before placing a caller on hold, ask for his or her permission. - Wait for the caller’s response before pressing the “hold” or “mute” button. - Always be courteous and do not expect the caller to remain on hold for longer than a few minutes. - If necessary, ask whether you can return the call and give a specific time when you will do so. - On-hold message systems consists of recorded messages or music used by the practice to make "on-hold" time educational and more pleasant than a waiting signal. These messages may explain a variety of treatments and services available at the practice.

Answer 11

- Reduce productivity and cause treatment delays. - Are inconsiderate to the seated patient. - Make it difficult for the dental team to maintain infection control protocols. The most common exceptions for which a dentist should come to the phone are to talk with another dentist, the dental laboratory technician, or an immediate family member.

Answer 12

- The identification of the office. - Why the phone is being answered by a recording. - The time at which the office will reopen. - Whom to contact in case of emergency. - Basic instructions on how to leave a message.

Answer 13

Block letter format

Answer 14

Semi-block letter format

Answer 15

Alternative block letter format

Answer 16

Simplified letter format

Answer 17

- Return address - Date - Recipient’s name and address - Greeting/salutation - Subject - Body - Closing - Signature - Enclosure and CC (carbon copy) A well-structured business letter typically includes these six parts: - Heading (your address and the date). - Recipient's Address (their name, title, and address). - Salutation (a formal greeting, like "Dear [Name]). - Body (the main content where you communicate your message). - Closing (a courteous ending, such as "Sincerely," which signals the conclusion of your message). - Signature (your handwritten signature followed by your typed name and title).

Answer 18

- Health fairs. - Presentations to schoolchildren. - Working with senior citizen groups on dental care. - Advertising. - Blog. - Website. - Social media marketing. - business cads, letterhead, and logo.

Answer 19

- Publishing a practice newsletter that is sent to current patients Patients enjoy reading about new techniques available Developing promotional materials for insertion into monthly statements Sending flowers or other appropriate “thank you” gifts to those who refer new patients to the practice Sending birthday or other special occasion cards to patients Sponsoring giveaways, office open hours, and other promotional events

Answer 20

ledger [ˈleʤə]

Answer 21

Leave at least 4 inches of working space on each shelf or in each drawer.

Answer 22

Outguide (like a bookmark)

Answer 23

The alphabetical filing system is by far the easiest and most commonly used system for filing paper patient records. Unit 1 (caption) - Surname; Unit 2 - first name; Unit 3 - middle name; Unit 4 - Senior (term denoting seniority). With color coding, the tabs combine colors and letters, which are used to indicate the first two letters of the patient’s last name. Color coding makes it easier to spot a misfiled record.

Answer 24

Inactive, because active files are files of patients who have been recently (usually within the past 2 to 3 years).

Answer 25

A unit of time may be 10, 15, or 30 minutes, depending on the dentist’s preference. Most dental practices use 15-minute units because they provide maximum flexibility in scheduling, which allows for enhanced productivity. The key to efficient patient scheduling is to schedule patients according to the time necessary for their complete procedure rather than trying to fit all procedures into a standard 30-minute or 1-hour formula.

Answer 26

No show – when a patient is a “now show” for an appointment, this information should be recorded on the patient record as “BA” (broken appointment) along with the date, as well as specific reasons why.

Answer 27

The most common period of recall is 6 months; however, patients who require more periodic visits may be placed on a 3- or 4-month recall.

Answer 28

- The rate of use of the product (on a daily, weekly, or monthly basis). - The lead time. The time that is necessary to order and receive a new supply of that product.

Answer 29

The reorder point for each item should be clearly marked on the supply of that item. This task can be accomplished with reorder tags. This tags, also known as red flag reorder tags or tie tags, are usually bright red. When the reorder point is reached, this tag is removed and is processed immediately for reordering.

Answer 30

- Through a dental supply sales representative. - From a catalogue be telephone, fax, mail order, or bar code scanning - Online (Internet).

Answer 31

materials or relatively low cost that are used up in a short time, such as items or materials that are disposed of after use (for example, dental cements, local anesthetics, and gypsum products). For budget purposes, expandable items may be classified as those items that cost less than a certain amount, such as $50, and are ordered regularly.

Answer 32

items or materials that can be used again. Examples include, dental instruments, burs, or a curing light that eventually will be replaced as the items wear out or are broken.

Answer 33

The Health Insurance Portability and Accountability Act of 1996 protects the privacy of patients and sharing patient information. New staff should undergo training as soon as possible. HIPAA-related training of existing dental staff must be reinforced continuously.

Answer 34

- Know the law. - Adopt or create the required forms. - Educate dental stuff. - Notify patients of the new policies. - Make sure that policies and procedures are fully implemented and up to date.

Answer 35

Each computer must have a firewall, operating system, hardware, and antivirus software that is up-to-date and secure. It is the responsibility of the dentist that all staff members understand the importance of maintaining the security of patient personal and health information. For a dental practice to be HIPAA compliant, all data transmitted to patients, insurance companies, and dental laboratories need to be encrypted to ensure a hacker cannot gain access to the data.

Answer 36

These records are either stored through the use of a subject file system, under specific categories such as “accounts receivable” and “business office supplies”, or they are stored electronically.

Answer 37

A number is assigned for each chart or document. In straight numeric filing, all items are filed in strict 1-2-3 order. Commonly used in large group practices. It is necessary to maintain a cross-reference file. File in which each item is listed in alphabetical order by name and its document number is provided.

Answer 38

Commonly divided into months and may be further subdivided into days of the month. May be used for the recall system or as a “reminder” system for miscellaneous tasks, such as routine maintenance, which must be performed at specific times during the year. Other special files such as cross-reference files, inventory control files, and short-notice appointment lists may be maintained for various purposes. This is good for tasks that must be performed at specific times during the year.

Answer 39

Approximately 1 file guide should be used for every 5 to 10 folders.

Answer 40

Color-coded purge tabs make it easier to sort records into active and inactive categories. For example, at a patient’s first visit in 2016, a red 2016 tag is placed on the folder At the first visit in 2017, a green 2017 tag is placed over the previous one. When it is time to sort out the charts for all patients not seen since 2016, it is easy to go through the file and quickly identify those folders still labeled with only a red 2016 tag. These are also known as aging tabs.

Answer 41

Scheduling is most effective when one person is responsible for all appointment planning and all entries in the appointment system. This responsibility is given to the business assistant, but in a larger practice, an appointment clerk might be involved. The goal of scheduling is to ensure the best possible use of time. If a manual appointment book is used: - The most efficient format is the so-called week-at-a-glance design. - Ideally, the book should lie flat when fully opened. If an electronic appointment system is selected. The following additional options can be included: 1. Auto scheduler- allows a quick search of appointment openings. 2. Patient record - allows you to view demographic and patient information. 3. Daily appointment screen - allows you to color-code columns as they relate to patient care.

Answer 42

1. Office hours Hours that a practice is open for business Opening, closing, lunch hour, and days off are crossed out, indicating they are no available for patient scheduling. 2. Buffer time A buffer period is a time that is reserved each day for scheduling emergency patients. The buffer unit is usually one to two units of time in the late morning or early afternoon. Emergency patients and short appointments such as denture adjustments or suture removal. 3. Meetings Dental and staff meetings 4. Holidays Major holidays on which the office is closed should be crossed out. Other holidays and school vacations, when school is closed but the office is open, should be noted.

Answer 43

See them as quickly as possible, using buffer time Gather as much information when receiving a call from a patient with pain: - Where is the pain? - How long has it continued? - Is there fever or swelling? - Is the pain constant or “on and off”? - Does the pain occur in response to heat? Cold? Sweets? Chewing? Pressure? - Has recent treatment or injury occurred in the area of pain?

Answer 44

patient of record Note: It is important to promptly schedule an appointment for a patient of record who calls with an apparent emergency so that the dentist is not open to charges of abandonment.

Answer 45

“by the chair”

Answer 46

Although scheduling patients on short notice is not as efficient as careful prior planning, it is to the office's advantage to maintain a list of patients who are available to take an appointment on short notice. Information on such available patients may be placed on file cards or kept on a call list.

Answer 47

Computer appointment system It combines the elements of a manual system but is programmed automatically. Written recall notification A recall card or postcard is mailed to remind the patient to return for continuing care. Recall by telephone A list of the names and telephone numbers is maintained for the month. Although recall by telephone is time-consuming, it is usually more effective than repeatedly sending written reminders.

Answer 48

When you are ordering and managing dental supplies in the office, it is important to keep all items in one central storage place (this eliminates the need to look through several places in the office to locate a needed product). Many offices make use of alphabetically labeled and arranged plastic storage bins to keep supplies neat and organized. The dentist should specify his or her preference as to the purchase source, quantity, and brand information.

Answer 49

Be prepared Have a want list ready and check with the dentist. Be specific Know what you want and how much is needed. Be sure to supply all the necessary information, including the correct catalog or item number, descriptive information, and the quantity desired. Be alert Be on the lookout for “specials” and authentic savings. Be informed Be alert for new products and ideas.

Answer 50

the minimum amount that represents an adequate reserve for that product. The reorder point ensures adequate supplies while the new order is being processed.

Answer 51

the point at which the greater savings becomes effective.

Answer 52

requisition. In a large group practice, institution, or clinic with a central supply source, dental supplies are obtained by requisition (formal request). The requisition form usually is completed in duplicate One copy is submitted to procure the supplies, and the person who requests the supplies retains the other copy In institutions with central purchasing, a requisition may be submitted to the purchasing agent, who in turn issues a purchase order. These purchase order forms are numbered, and when an order is placed, the supplier may refer to the purchase order number.

Answer 53

Consumable supplies are those that are factually "used up" as part of their function, such as restorative and impression materials. Disposables are items that are used once and then discarded, such as local anesthetic agents, needles, saliva ejectors, and cotton rolls.

Answer 54

This category includes larger pieces of equipment that are costly to purchase and will depreciate over a 5- to 10-year period. Such as dental chairs, radiograph units, and the air compressor.

Answer 55

When a new piece of equipment is purchased, the following information should be entered on a service record: - Date of purchase. - Name of supplier. - Expiration date of manufacturer’s warranty. - Model and serial numbers. Warranty A written statement that outlines the manufacturer’s responsibility for replacing or repairing a piece of equipment over a limited time. Instructions for use, care, and cleaning of the equipment should be filed systematically so they are available for ready reference.

Dental Office Administration. Chapters 61 & 62. Test 1 Flashcards

Communication in the Dental Office. Business Operating Systems (83 cards)