Chapter 14 Review Packet Flashcards
What is an automated voice response unit?
An automated telephone system
Used to streamline call handling in various settings.
What does enunciation mean?
Saying words clearly and distinctly
Important for effective communication over the phone.
What is the meaning of etiquette in a telephone context?
Handling calls politely and professionally
Essential for maintaining professionalism in a medical office.
What does pitch refer to?
The level of your voice
Influences how your message is received by callers.
Define pronunciation.
How words are said
Correct pronunciation is crucial for clear communication.
What does routing mean in a call context?
Transferring calls to the correct person
Ensures callers reach the appropriate staff member.
What is a routing list?
A document listing the types of calls each staff member is responsible for handling
Helps in efficiently managing incoming calls.
What does screening mean?
Categorizing calls
Important for prioritizing urgent matters.
What is TDD?
A telephone device that allows you to speak with patients who are deaf
Facilitates communication with hearing-impaired individuals.
Define telephone triage.
Deciding the necessary action to take
Critical for ensuring patient safety and appropriate care.
What should you do when checking for the caller’s understanding during a call?
Ask the caller if there are any questions
Ensures clarity and comprehension.
What is the correct use of the telephone log?
Giving the original message to the appropriate person and retaining a copy
Important for record-keeping and accountability.
What should you do if a caller refuses to discuss symptoms with anyone but the physician?
Have the doctor return the call
Maintains patient confidentiality and trust.
When should you leave a voicemail for a patient?
If you have written permission from the patient
Protects patient privacy.
What is an automated telecommunications system used for?
Used in many hospitals and ambulatory care settings
Enhances efficiency in communication.
When is the best time to check for messages using an answering system?
At preset times throughout the day
Ensures timely response to messages.
Who commonly calls in prescription refills?
A medical assistant
Part of routine administrative duties.
What should an automated voice response unit provide after identifying the office?
What to do if the call pertains to an emergency
Ensures urgent matters are handled appropriately.
Why should cell phone use be avoided in the medical office?
Cell phones may interfere with office equipment
Prevents disruptions in medical operations.
True or False: Facial expressions other than smiling are part of telephone etiquette.
False
Telephone communication relies heavily on vocal tone.
What should you do if a patient reports severe vomiting?
Immediately put the call through to a practitioner
Critical for addressing potential medical emergencies.
What should you do if you are in doubt about whether a situation is a medical emergency?
Treat it as an emergency
Prioritizes patient safety.
What is the best way to hold a telephone?
With one hand and a telephone rest
Ensures comfort and effective communication.
What should a medical assistant do when responding to patient complaints?
Acknowledge a patient’s anger
Important for de-escalating conflicts.
Fill in the blank: The medical assistant handles calls that deal with _______.
[routine issues]
Routine calls are part of daily operations.
What is hypothermia?
A medical emergency in which there is a drop in body temperature during prolonged exposure to cold
Requires immediate medical attention.
What is a good practice when discussing clinical matters over the telephone?
Shut the window between the reception area and the administrative area
Ensures confidentiality.
True or False: You should always release patient information to an outside caller if asked.
False
Patient privacy must be protected.
What is the medical assistant responsible for regarding routine follow-ups?
Verifying that patients are following treatment instructions
Ensures compliance and effective care.
What is good professional behavior before ending a telephone call?
Always review the important points of the conversation
Enhances clarity and reduces misunderstandings.
What does keeping a notebook pad or a telephone message pad on the desk allow?
Easily find frequently used telephone numbers
Improves efficiency in call management.
What should you always record when taking a telephone message?
The date and time of the call
Important for accurate record-keeping.
What is shock in a medical context?
A medical emergency in which the patient experiences paleness, faintness, and a weak, rapid pulse
Requires immediate medical intervention.
