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practice management > part 1 > Flashcards

part 1 Flashcards

1
Q

human behaviour

A

the collection of actions performed by human beings

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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

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3
Q

3 categories of human behaviour

A

normal
neurotic
psychotic

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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

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5
Q

psychotic behaviour

A

usually severe, intense and violent, patients are usually hospitalized

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6
Q

neurotic behaviour

A

considered maladjusted or able to make moderate social adjustments

can include mental imbalances that causes distress

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7
Q

types of neurotic behaviour

A

depression
hysteria
hypochondria
phobia

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8
Q

depression

A

exaggerated sadness, reduced activity, fatigue with no physical cause

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9
Q

hysteria

A

excessive emotional reactions and by some physical conditions such as fainting

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10
Q

hypochondria

A

unusual concern for one’s physical health

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11
Q

phobia

A

inordinate fear of specific situations

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12
Q

8 defence mechanisms

A

repression
suppression
rationalization
procrastination
diversion
affiliation
control
rehearsal

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13
Q

repression

A

temporarily forgetting things that produce pain

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14
Q

rationalization

A

making up excuses for irresponsible behaviour

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15
Q

procrastination

A

postponing the unpleasant situation for as long as possible

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16
Q

diversion

A

turning away from the unpleasant stimulus, a distraction

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17
Q

affiliation

A

the preference of having a friend rather than a stranger in a tough situation

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18
Q

control

A

trying to control the threatening situation

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19
Q

rehearsal

A

mentally going through the situation before it actually occurs

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20
Q

suppression

A

voluntary repression

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21
Q

values

A

things that matter truly to someone, have an affect of importance

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22
Q

when are values developed

A

before the age of 10

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23
Q

socialization

A

the process through which society influences individuals

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24
Q

peer pressure

A

the tendency to adapt our behaviour to fit in with a particular group

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25
Q

cultural diversity

A

Differences in gender, race, cultural heritage, age, physical abilities, and spiritual beliefs are differences that must be appreciated and understood

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26
Q

maslows 5 basic needs in order

A

physiologic
safety
love and belonging
esteem and recognition
self actualization

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27
Q

communication

A

the sending of a message by one individual that is received and understood by another

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28
Q

two parts of a message

A

statement proper
explanation

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29
Q

how much if your day is spent communicating with others

A

90%

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30
Q

two types of communication

A

verbal
nonverbal

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31
Q

verbal communication

A

made up of the words we used

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32
Q

3 parts of a communication cycle

A

a sender
a channel: method of communication
a receiver

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33
Q

encoding

A

process of putting the message into a form that the receiver will understand

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34
Q

closed ended questions

A

questions that can be answered with a yes or no

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35
Q

open ended question

A

requires more than a yes or no to answer

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36
Q

how much of communication is non-verbal

A

70%

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37
Q

how should you handle a patient with fear in the office

A

be patient, understanding and kind

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38
Q

pavlov’s theory in dentistry

A

fear is a response to the expectation of discomfort at a dental office, can cause sensitivity because your mind is already thinking of pain

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39
Q

how much is a dental practices overhead costs

A

60%

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40
Q

what 5 skills should an office administrator have

A

reception experience
computer experience
business knowledge
strong interpersonal skills
marketing expertise

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41
Q

cross training

A

other dental auxiliaries are knowledgeable about each others duties and jobs

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42
Q

what is the #1 way people choose a dental office

A

patient referrals

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43
Q

how many people on average will a person tell a positive experience vs a negative experience

A

positive 3
negative 11

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44
Q

4 factors in choosing a dental office

A

location
office hours
office cleanliness
friendliness of staff

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45
Q

how should the environment in a dental office be

A

warm, inviting, welcoming and comforting

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46
Q

what can we use for patient protection

A

eyes glasses, lead aprons and collars and sterile instruments

47
Q

5 keys to establish a good relationship

A

positive communication
trustworthy
active/responsive listener
sympathy
patience

48
Q

what percentage of unhappy patients will complain

A

4%

49
Q

what can we do to avoid dehumanizing the patient

A
  • learn their name
  • learn something unique about each patient
50
Q

5 categories of patient objections

A
  • fear
  • money
  • time
  • no sense of urgency
  • no sense of trust
51
Q

policy

A

rules and guidelines created by and for the office

52
Q

law

A

government implemented rules, must be followed

53
Q

3 challenges of written communication

A

incorrect spelling
incorrect grammar
incorrect or inappropriate format

54
Q

what is the most obvious error in written communication

A

spelling

55
Q

noun

A

person place or thing

56
Q

pronoun

A

Takes the place of a noun

57
Q

adjective

A

describing word

58
Q

verb

A

Shows, action or state of being

59
Q

adverb

A

modifies a verb

60
Q

Full block style

A

All lines begin at the left margin

61
Q

Modify block, style letters

A

Aligns being left marchant so for the date, complimentary closing, and signature block

62
Q

the the anatomy of a telephone call

A

greeting
Gathering information
Closure

63
Q

emergency

A

rapid onset pain
swelling
fever
should be seen immediately

64
Q

urgency

A

slow onset dull pain
experiences discomfort
Sensitivity to cold

65
Q

What should a phone message include?

A

name and number of caller
Date and time of call
Message including action to be taken
Name of person who took the message

66
Q

Three types of records kept

A

clinical
Financial
Business

67
Q

clinical records

A

Chart containing dental and medical house
legal document
Patient instructions and appointment details in there

68
Q

Contents of a clinical record

A

patient registration form
Thorough medical and history
examination and treatment records
Radiographs

69
Q

Financial records

A

and efficient system provides legal protection in Fraser travel info, confidentialities anybody to provide the best possible care

70
Q

Business records

A

Filesystem a specific categories of his lab expenses office supplies, payroll records

71
Q

Business records include

A

accounts receivables
Expenses
Payroll
Bank statements
Business correspondence
Financial statements
Tax records

72
Q

Marketing

A

A system of activities to identify unsatisfied customer needs

73
Q

Fundamentals of marketing (4 P’s)

A

product
price
place
promotion

74
Q

four principles of marketing

A

own the market
set the standards
fill a niche
position the office

75
Q

internal marketing

A

Marketing, by word-of-mouth within the dental office, provides the highest return of investment

76
Q

relationship marketing

A

building relationships with patients

77
Q

external marketing

A

uses ads to promote

78
Q

core components of a marketing plan

A

executive summary
Objectives
Situation analysis
Market audit, and SWOT analysis

79
Q

SWOT analysis

A

strength
weakness
opportunities
threats

80
Q

10 most common marketing mistakes

A

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
Q

filing

A

the act of classifying and arranging records so that they will be preserved safely and can be retrieved quickly

82
Q

filing systems

A

the organization, protection and control of records

83
Q

Basic steps of filing

A

1) condition the file
2) indexing
3) coding the chart
4) cross reference
5) sorting
6) file and store the records properly

84
Q

conditioning the file

A

Review each document to determine if it is something that must be filed

85
Q

indexing

A

Deciding where to file a record

86
Q

coding the chart

A

a system used to sort the patients records

87
Q

cross reference

A

Used when a complex system or combination of filing systems

88
Q

sorting

A

The record is arranged in order which they are placed in the file

89
Q

4 types of filing systems

A

alphabetical
numerical
chronological
subject filing

90
Q

most commonly used filing system

A

alphabetical system

91
Q

what filing system is used for larger group practices?

A

Numeric filing system

92
Q

Chronologic filing

A

Files divided into months it may be further subdivided into days of the month often used for dental recall systems

93
Q

Active treatment

A

A patient who has had treatment with in the past three years

94
Q

Subject filing system

A

arrangement of papers, according to subject or topic of papers

95
Q

reorder point

A

minimum quantity left for a specific product before it should be reordered

96
Q

Rate of use

A

The quantity of a product that is used within a given time

97
Q

Lead time

A

A time estimate necessary to order and receive a new supply of a product

98
Q

reorder quantity

A

Maximum mom quantity of a product to be ordered at one time

99
Q

Requisition form

A

Submitted to supplier in a duplicate is kept in the office, a request for supplies

100
Q

purchase order

A

Form used when placing an order to allow the office manager to verify quantity, supplies, and price of the articles ordered

101
Q

Packing slip

A

Itemize list of good shipped

102
Q

invoice

A

itemize list of goods that specifies prices in terms of the safe

103
Q

Statement

A

Summary of all charges payments credits, and debits for the month

104
Q

Consumable

A

supplies are those that are literally used up as part of their functions

105
Q

disposables

A

Items that are used once and then discarded

106
Q

Expendable item

A

Materials of relatively low cost or use up in the short time

107
Q

Nonexpendable

A

Items are smaller pieces of equipment or broken instruments that eventually be replaced

108
Q

Major equipment

A

Larger pieces of equipment that are costly to purchase and will depreciate over at 5 to 10 year period

109
Q

what info should be put in an equipment record

A

Date of purchase
Name of supplier
Expiration date of the manufactures warranty
Model and serial numbers

110
Q

Warranty

A

Written statement that explains the manufacturers responsibility for replacement and repair of a piece of equipment over a limited time

111
Q

Service contracts

A

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
Q

Necessary information needed for service calls

A
  • brand name of the piece of equipment
  • Model number
  • Approximate age of the equipment or year of installation
  • Brief description of the problem
113
Q

Inactive patient

A

Patient has not received treatment in minimum three years

114
Q

Can you throw any document away in the dental office?

A

no

practice management (3 decks)

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