Dental Office Administration. Chapters 61 & 62. Test 1

Question 1

Ideas of Sigmund Freud

Answer 1

People have conscious and unconscious thoughts, and our purpose in life is to control our instincts and the power of these thoughts.

Question 2

Ideas of Erik Erikson

Answer 2

A person’s identity is individual, and it comes from the past and from one’s heritage. Including religion, culture and status

Question 3

Ideas of Carl Rogers

Answer 3

Human beings are intrinsically good and friendly.
They are born with these qualities; it is society and their surroundings that diminish these qualities.

Question 4

Ideas of B.F. Skinner

Answer 4

Assumed that behavior is learned.
Any behavior that is a threat can be changed by learning to solve problems; positive behavior is acknowledged by positive reinforcement.

Question 5

Ideas of Abraham Maslow

Answer 5

Believed that humans cannot live without needs.
Categorized needs in groups with different rankings.
Created Maslow’s hierarchy of needs.

Question 6

What percentage of spoken words do we never hear?

Answer 6

90%

Question 7

Maslow’s hierarchy needs (from bottom to top)

Answer 7

1. Physiological needs
2. Safety and security
3. Love and belonging
4. Self-esteem
5. Self-actualization

Question 8

Physiological needs according to Maslow

Answer 8

breathing, food, sex, sleep, homeostasis, excretion

Question 9

Safety and security according to Maslow

Answer 9

security of body, employment, resources, family, health, property

Question 10

Love and belonging according to Maslow

Answer 10

friendship, family, sexual intimacy, sense of connection

Question 11

Self-esteem according to Maslow

Answer 11

self-esteem, confidence, achievement, respect of others, respect by others,

Question 12

Self-actualization according to Maslow

Answer 12

morality, creativity, spontaneity, problem solving, lack of prejudice, acceptance of facts

Question 13

What psychological term is used to describe the process by which society influences individuals?

Answer 13

socialization

Question 14

Fears of a patient that are related to the patient’s experiences and his or her own memories of those experiences are…

Answer 14

Objective fears, also known as learned fears

Question 15

Fears of a patient that are based on feelings, attitudes, and concerns that have developed at the suggestion of peers, siblings, parents, or individuals are…

Answer 15

Subjective fears, also known as acquired fears

Question 16

Describe techniques that can be used to calm an irate patient.

Answer 16

One of the best ways to calm an irate patient is to listen silently, use good eye contact, and occasionally nod your head. Do not interrupt. Let the patient finish. Often, this helps the patient calm down slowly.

Question 17

External marketing activities are

Answer 17

those that take place outside of the office that are directed to reach people who are not patients.
It can include any of the following:
- Advertising
- Website
- Blog
- Social media marketing
- Marketing materials such as a business cards, letterhead, and logo.
- Health fairs
- Presentation to school children or senior citizen groups

Question 18

Internal marketing strategies are those activities and promotions that are

Answer 18

targeted toward current patients of the practice.
May include:
- Printing a practice newsletter.
- Developing promotional materials for insertion into monthly statements.
- Sending flowers or other appropriate “thank you” gifts to those who refer the new patients to the practice.
- Sending birthday or other special occasion cards to patients.
- Sponsoring giveaways, office open house, and other promotional events.

Question 19

Peer pressure is seen when

Answer 19

a person conforms to the general behavior of a group of peers in an attempt to feel more acceptable within that group

Question 20

Every message has two parts that must coincide in time.

Answer 20

1) The statement proper (verbal) consists of the words that are being used.
2) The explanation (nonverbal) conveys how it is expected to be understood. This part of the message is sent nonverbally.

Question 21

Effective words. Instead of pain

Answer 21

discomfort/soreness

Question 22

Effective words. Instead of shot

Answer 22

anesthetic/numb

Question 23

Effective words. Instead of pull

Answer 23

remove/extract

Question 24

Effective words. Instead of drill

Answer 24

prepare tooth/remove decay

Question 25

Effective words. Instead of filling

Answer 25

restoration/fixed restoration

Question 26

Effective words. Instead of false teeth

Answer 26

denture/removable prosthetic

Question 27

Effective words. Instead of operatory

Answer 27

treatment area/clinical

Question 28

Effective words. Instead of waiting room

Answer 28

reception area

Question 29

Voice quality accounts for more than _______ of the impact of the total message and reveals much about the individual

Answer 29

one third

Question 30

A patient with rapid, shallow breathing could be a sign of

Answer 30

stress (tension)

Question 31

To be a good listener:

Answer 31

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.

Question 32

Conflict resolution tips:

Answer 32

• 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.

Question 33

when a patient appears tense, suspicious, apprehensive, and resistant to suggested treatment. One major factor is

Answer 33

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.

Question 34

Telephone etiquette. The main aspects:

Answer 34

• 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.

Question 35

Placing a Caller on Hold. Main ideas.

Answer 35

• 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.

Question 36

Phone interruptions may do the following:

Answer 36

• 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.

Question 37

The message on the machine should provide the following information:

Answer 37

• 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.

Question 38

Format of a Business Letter. All text to be flush with the left margin. Paragraphs are double spaced, and all line text is single spaced.

Answer 38

Block letter format

Question 39

Format of a Business Letter. All text to be flush with the left margin with the exception of the first line of each paragraph to be indented. Paragraphs are double spaced, and all line text is single spaced.

Answer 39

Semi-block letter format

Question 40

Format of a Business Letter. Moves date and salutation to the left side of the page.

Answer 40

Alternative block letter format

Question 41

Format of a Business Letter. Same as block letter format but no salutation if using a simplified format.

Answer 41

Simplified letter format

Question 42

The components of a letter and its layout on the page are standardized into sections:

Answer 42

• 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).

Question 43

External marketing activities take place outside the office and are directed to people who are not patients
Activities include:

Answer 43

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

Question 44

Internal marketing strategies are those activities and promotions that are targeted to current patients of the practice. Includes:

Answer 44

• 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

Question 45

What is another term used for a patient statement?

Answer 45

ledger
[ˈleʤə]

Question 46

How much free space should be left on each shelf of a filing cabinet?

Answer 46

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

Question 47

What is used to mark a space from which a record has been taken?

Answer 47

Outguide (like a bookmark)

Question 48

Which filing system is easiest to use?

Answer 48

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.

Question 49

If a patient was seen in 2019, would that patient be considered active or inactive?

Answer 49

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

Question 50

What is the normal time frame used for scheduling units of time in a dental practice?

Answer 50

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.

Question 51

If a patient does not keep an appointment, where should this information be recorded?

Answer 51

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.

Question 52

What is the most common time period for recall?

Answer 52

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.

Question 53

What two factors must be determined when a product is reordered?

Answer 53

• 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.

Question 54

How is an item marked for reorder?

Answer 54

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.

Question 55

List three ways that supplies can be ordered.

Answer 55

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

Question 56

If an item you ordered is not currently available from a supply company, the item is placed on _____.

Answer 56

backorder

Question 57

Expendable items are….

Answer 57

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.

Question 58

Nonexpendable items are ….

Answer 58

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.

Question 59

This act was adopted to enhance and protect the rights of patients

Answer 59

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.

Question 60

Specific areas included in the standard operation procedures manual include the following (HIPAA privacy compliance list):

Answer 60

• 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.

Question 61

Cyber Security. Some concepts.

Answer 61

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.

Question 62

How are business records kept?

Answer 62

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.

Question 63

Numerical Filing. Some concepts.

Answer 63

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.

Question 64

Chronologic Filing. Some concepts.

Answer 64

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.

Question 65

How many file guides should be used for folders?

Answer 65

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

Question 66

Color-coded purge tabs. Some concepts.

Answer 66

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.

Question 67

Appointment Scheduling. Some concepts.

Answer 67

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.

Question 68

The business assistant should go through the appointment schedule several months in advance and outline basic information.
The four basic elements to be outlined are:

Answer 68

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.

Question 69

The waiting period between patient procedures is referred to as

Answer 69

downtime

Question 70

Emergency patients. Some concepts.

Answer 70

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?

Question 71

A patient who is in pain and has been seen before in the practice is known by what name?

Answer 71

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.

Question 72

When scheduling for an expanded-functions dental assistant, entries in the appointment book are made

Answer 72

“by the chair”

Question 73

Confirm all appointments by telephone, email or texting ____ before the appointment

Answer 73

the day

Question 74

Short-Notice Appointments.

Answer 74

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.

Question 75

Types of Recall Systems.

Answer 75

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.

Question 76

Guidelines for Ordering Dental Supplies

Answer 76

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.

Question 77

Ordering Supplies. Some concepts.

Answer 77

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.

Question 78

The reorder point for any given item is …

Answer 78

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

Question 79

The price break is …

Answer 79

the point at which the greater savings becomes effective.

Question 80

formal request for supplies or service is called…

Answer 80

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.

Question 81

Consumables and disposables items

Answer 81

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.

Question 82

Major equipment

Answer 82

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.

Question 83

Equipment Repairs. Some concepts.

Answer 83

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.