Chapter Concepts

Read each statement or question and choose the answer that best completes that statement or question. Record your answer in the blank provided.

_______ 1. After answering a call, the first thing the assistant should do is

(a) Obtain the patients name.

(b) Offer an appointment.

(c) Determine the reason for the call.

(d) Get the patients chart number.

(e) Any of the above could be done first.

_______ 2. A correct way to transfer a call to a physician via a speaker telephone is

(a) Dr. Sanchez, line two.

(b) Line two.

(c) Kelly Garcia is on line two. She wants to know whether she should keep taking her prescription of Xanax.

(d) Dr. Sanchez, Mrs. Garcia is on line two.

(e) None of the above

_______ 3. Which of the following is not usually needed when taking a telephone message?

(a) Patients name

(b) Patients insurance company

(c) Reason for calling

(d) Time of message

(e) All of the above are necessary for every telephone call.

_______ 4. Which of the following is inappropriate when speaking with a patient over the telephone?

(a) Speak at a moderate rate of speed.

(b) Confirm the conversation with the caller.

(c) Hold the handset 1 to 2 inches from your mouth.

(d) Use medical slang to convey your medical knowledge to the patient.

(e) Exhibit proper posture.

_______ 5. Which of the following is false regarding nonverbal communication?

(a) Nonverbal communication has little impact on communication with a patient.

(b) An assistants posture can communicate a message.

(c) A patients comfort zone should be respected.

(d) Lack of eye contact can communicate disinterest.

_______ 6. All of the following should be done when handling a complaint call except:

(a) Offer to help the patient if at all possible.

(b) Let your supervisor know about the problem, and identify ways that the problem may be avoided in the future.

(c) Deny that a problem exists.

(d) Ask the patient what you can do, and do it if possible.

_______ 7. Which of the following may have the greatest potential for a possible breach of confidentiality?

(a) Pager

(b) Switchboard

(c) Answering service

(d) Cell phone

_______ 8. Which of the following is inappropriate in telephone communication?

(a) Speak clearly.

(b) Maintain patient confidentiality.

(c) Confirm a call.

(d) Obtain every possible piece of information about a patients medical condition.

(e) All of the above are appropriate when communicating over the telephone.

_______ 9. When transferring calls, the assistant should do all of the following except:

(a) Explain to the patient that the call needs to be transferred.

(b) Give confidential information over a speaker telephone.

(c) Ask the patient whether he or she will hold while the call is transferred.

(d) Announce the call.

______ 10. When handling a possible emergency call, the assistant should

(a) Tell the patient to drive to the nearest emergency department.

(b) Transfer the call only if the assistant is sure it is an emergency.

(c) Tell the patient to come to the clinic immediately.

(d) Transfer the call immediately to a doctor or nurse.

(e) Any of the above is an acceptable action when dealing with an emergency call.