part 1 Flashcards
(114 cards)
1
Q
human behaviour
A
the collection of actions performed by human beings
2
Q
5 factors that affect behaviour
A
socioeconomic conditions
culture
current life situations
previous dental or medical experiences
attitudes and beliefs about personal health
3
Q
3 categories of human behaviour
A
normal
neurotic
psychotic
4
Q
normal behaviour
A
patient is able to make more than moderate social adjustments, cooperative and can react to discomfort without showing fear or anxiety
5
Q
psychotic behaviour
A
usually severe, intense and violent, patients are usually hospitalized
6
Q
neurotic behaviour
A
considered maladjusted or able to make moderate social adjustments
can include mental imbalances that causes distress
7
Q
types of neurotic behaviour
A
depression
hysteria
hypochondria
phobia
8
Q
depression
A
exaggerated sadness, reduced activity, fatigue with no physical cause
9
Q
hysteria
A
excessive emotional reactions and by some physical conditions such as fainting
10
Q
hypochondria
A
unusual concern for one’s physical health
11
Q
phobia
A
inordinate fear of specific situations
12
Q
8 defence mechanisms
A
repression
suppression
rationalization
procrastination
diversion
affiliation
control
rehearsal
13
Q
repression
A
temporarily forgetting things that produce pain
14
Q
rationalization
A
making up excuses for irresponsible behaviour
15
Q
procrastination
A
postponing the unpleasant situation for as long as possible
16
Q
diversion
A
turning away from the unpleasant stimulus, a distraction
17
Q
affiliation
A
the preference of having a friend rather than a stranger in a tough situation
18
Q
control
A
trying to control the threatening situation
19
Q
rehearsal
A
mentally going through the situation before it actually occurs
20
Q
suppression
A
voluntary repression
21
Q
values
A
things that matter truly to someone, have an affect of importance
22
Q
when are values developed
A
before the age of 10
23
Q
socialization
A
the process through which society influences individuals
24
Q
peer pressure
A
the tendency to adapt our behaviour to fit in with a particular group
25
cultural diversity
Differences in gender, race, cultural heritage, age, physical abilities, and spiritual beliefs are differences that must be appreciated and understood
26
maslows 5 basic needs in order
physiologic
safety
love and belonging
esteem and recognition
self actualization
27
communication
the sending of a message by one individual that is received and understood by another
28
two parts of a message
statement proper
explanation
29
how much if your day is spent communicating with others
90%
30
two types of communication
verbal
nonverbal
31
verbal communication
made up of the words we used
32
3 parts of a communication cycle
a sender
a channel: method of communication
a receiver
33
encoding
process of putting the message into a form that the receiver will understand
34
closed ended questions
questions that can be answered with a yes or no
35
open ended question
requires more than a yes or no to answer
36
how much of communication is non-verbal
70%
37
how should you handle a patient with fear in the office
be patient, understanding and kind
38
pavlov’s theory in dentistry
fear is a response to the expectation of discomfort at a dental office, can cause sensitivity because your mind is already thinking of pain
39
how much is a dental practices overhead costs
60%
40
what 5 skills should an office administrator have
reception experience
computer experience
business knowledge
strong interpersonal skills
marketing expertise
41
cross training
other dental auxiliaries are knowledgeable about each others duties and jobs
42
what is the #1 way people choose a dental office
patient referrals
43
how many people on average will a person tell a positive experience vs a negative experience
positive 3
negative 11
44
4 factors in choosing a dental office
location
office hours
office cleanliness
friendliness of staff
45
how should the environment in a dental office be
warm, inviting, welcoming and comforting
46
what can we use for patient protection
eyes glasses, lead aprons and collars and sterile instruments
47
5 keys to establish a good relationship
positive communication
trustworthy
active/responsive listener
sympathy
patience
48
what percentage of unhappy patients will complain
4%
49
what can we do to avoid dehumanizing the patient
- learn their name
- learn something unique about each patient
50
5 categories of patient objections
- fear
- money
- time
- no sense of urgency
- no sense of trust
51
policy
rules and guidelines created by and for the office
52
law
government implemented rules, must be followed
53
3 challenges of written communication
incorrect spelling
incorrect grammar
incorrect or inappropriate format
54
what is the most obvious error in written communication
spelling
55
noun
person place or thing
56
pronoun
Takes the place of a noun
57
adjective
describing word
58
verb
Shows, action or state of being
59
adverb
modifies a verb
60
Full block style
All lines begin at the left margin
61
Modify block, style letters
Aligns being left marchant so for the date, complimentary closing, and signature block
62
the the anatomy of a telephone call
greeting
Gathering information
Closure
63
emergency
rapid onset pain
swelling
fever
should be seen immediately
64
urgency
slow onset dull pain
experiences discomfort
Sensitivity to cold
65
What should a phone message include?
name and number of caller
Date and time of call
Message including action to be taken
Name of person who took the message
66
Three types of records kept
clinical
Financial
Business
67
clinical records
Chart containing dental and medical house
legal document
Patient instructions and appointment details in there
68
Contents of a clinical record
patient registration form
Thorough medical and history
examination and treatment records
Radiographs
69
Financial records
and efficient system provides legal protection in Fraser travel info, confidentialities anybody to provide the best possible care
70
Business records
Filesystem a specific categories of his lab expenses office supplies, payroll records
71
Business records include
accounts receivables
Expenses
Payroll
Bank statements
Business correspondence
Financial statements
Tax records
72
Marketing
A system of activities to identify unsatisfied customer needs
73
Fundamentals of marketing (4 P’s)
product
price
place
promotion
74
four principles of marketing
own the market
set the standards
fill a niche
position the office
75
internal marketing
Marketing, by word-of-mouth within the dental office, provides the highest return of investment
76
relationship marketing
building relationships with patients
77
external marketing
uses ads to promote
78
core components of a marketing plan
executive summary
Objectives
Situation analysis
Market audit, and SWOT analysis
79
SWOT analysis
strength
weakness
opportunities
threats
80
10 most common marketing mistakes
not listening to clients
Listening too much to clients
Not using marketing research
Believing numbers without knowing why
Doing too many things at once
Doing the wrong thing well
Failing to ask for call of action
Marketing too big of a deal out of a minor difference
Trying to sell anything that can’t be explained in five words or less
Ignoring the world beyond the interesting on market
81
filing
the act of classifying and arranging records so that they will be preserved safely and can be retrieved quickly
82
filing systems
the organization, protection and control of records
83
Basic steps of filing
1) condition the file
2) indexing
3) coding the chart
4) cross reference
5) sorting
6) file and store the records properly
84
conditioning the file
Review each document to determine if it is something that must be filed
85
indexing
Deciding where to file a record
86
coding the chart
a system used to sort the patients records
87
cross reference
Used when a complex system or combination of filing systems
88
sorting
The record is arranged in order which they are placed in the file
89
4 types of filing systems
alphabetical
numerical
chronological
subject filing
90
most commonly used filing system
alphabetical system
91
what filing system is used for larger group practices?
Numeric filing system
92
Chronologic filing
Files divided into months it may be further subdivided into days of the month often used for dental recall systems
93
Active treatment
A patient who has had treatment with in the past three years
94
Subject filing system
arrangement of papers, according to subject or topic of papers
95
reorder point
minimum quantity left for a specific product before it should be reordered
96
Rate of use
The quantity of a product that is used within a given time
97
Lead time
A time estimate necessary to order and receive a new supply of a product
98
reorder quantity
Maximum mom quantity of a product to be ordered at one time
99
Requisition form
Submitted to supplier in a duplicate is kept in the office, a request for supplies
100
purchase order
Form used when placing an order to allow the office manager to verify quantity, supplies, and price of the articles ordered
101
Packing slip
Itemize list of good shipped
102
invoice
itemize list of goods that specifies prices in terms of the safe
103
Statement
Summary of all charges payments credits, and debits for the month
104
Consumable
supplies are those that are literally used up as part of their functions
105
disposables
Items that are used once and then discarded
106
Expendable item
Materials of relatively low cost or use up in the short time
107
Nonexpendable
Items are smaller pieces of equipment or broken instruments that eventually be replaced
108
Major equipment
Larger pieces of equipment that are costly to purchase and will depreciate over at 5 to 10 year period
109
what info should be put in an equipment record
Date of purchase
Name of supplier
Expiration date of the manufactures warranty
Model and serial numbers
110
Warranty
Written statement that explains the manufacturers responsibility for replacement and repair of a piece of equipment over a limited time
111
Service contracts
some dental equipment is protected by a service contract, you’re like two hours before she got there. Emergency repairs and possibly some routine maintenance are provided on a fixed fee basis.
112
Necessary information needed for service calls
- brand name of the piece of equipment
- Model number
- Approximate age of the equipment or year of installation
- Brief description of the problem
113
Inactive patient
Patient has not received treatment in minimum three years
114
Can you throw any document away in the dental office?
no
