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Terms in this set (63)
Which if the following would be considered professional jargon?
Encephalalgia (headache)
Which of the following is NOT required when a telephone message is taken?
The caller's account number
If your office is in the West Coast, what time is it on the East Coast?
3 PM
If your office is on the West Coast, what time is the latest time to call East Coast?
2 PM
Which of the following are common sources of incoming calls to the physician's office?
-Other
Physicians
-New patients
-Laboratories
A pleasing telephone voice is developed by using?
Clarity
The medical assistant may help an angry caller to calm down by
Speaking in lower tone of voice
When a patient calls with a complaint
-Use an
approach similar to that for angry caller
-Find the source of the problem
-Present options of solutions to the patient
Which of the following is NOT correct with regard to ending a call?
Hanging up before the caller
Which of the following is essential to active listening?
-Listen to what the speaker is saying
-Listen
to nonverbal clues
-Interpret what the message is
-Restate the message
When answering a telephone for a healthcare practice, which of the following practices helps create a positive impression on the caller?
Smile (ALWAYS)
When using speakerphone, which of the following should occur to comply with HIPAA?
Should not be used in areas where conversation can be overheard
When answering incoming calls, what is the first thing the caller should hear?
The name of the facility
Which of the following calls is considered urgent, but not an emergency?
Animal bite
When placing callers on hold, how often should you check back to make sure the caller still wants to remain on hold?
No longer than 1 minute
How long are records of telephone messages retained?
The same period that the statue of limitations runs for medical professional liability cases.
Most providers allow medical assistants to give test results in which of the following circumstances?
-Only normal test results
-Abnormal test results if authorized by the provider
When a patient calls in complaining about the care he or she received or the fee charged, which of the following should be avoided?
Placing blame of the error
Answering services can be used for which of the following?
-Cover the telephone if all staff members need to be away at the time
-Buffer and screen after-hours calls
The section of the medical history that helps uncover existing or potential health problems is called the
System Review
What does it mean when medical assistants display empathy when dealing with patients?
They are able to hear what patients say without judging the content
Which of the following factors is likely to have the most influence on the accuracy and completeness of the information obtained from the patient in conducting the medical history?
The privacy of the area in which the interview takes place
While you are taking the medical history of a new patient, the patient mentions having occasional headaches that are quite painful. What is the best way for you to proceed with the interview?
Ask the patient open-ended questions about the headaches.
What is the best way to obtain specific information about the patient when taking the medical history?
Ask direct questions that can be answered briefly
During the physical examination, the patient reports a continual ache in the right elbow. This information is called a(n)
Symptom
Which medical record system has a standard format that makes it easy to read and audit?
Problem oriented
Which statement best describes what it means to have good rapport with patients?
You have smooth, pleasant relationships with them
Which of the following includes insurance information?
Database
Which of the following inclouded demographic information?
Database
Which of the following sections of the medical record includes the physical examination findings?
ROS
Which of the following includes childhood diseases?
Past history
Which of the following includes the patients dietary habits, smoking history, and alcohol consumption?
Social history
Which of the following includes repeating or paraphrasing the petients comments?
Restatement
Which if the following involves asking a question or summarizing a patients thoughts?
Clarification
Which of the following involves stating an observation or recognition of a patients feeling?
Reflection
Which of the following is a closed question or statement?
"Does your head hurt?"
Which of the following is an open-ended question or statement?
"What brings you to the office today?"
Information that you gather from a patient interview is considered
Subjective
Objective data include which of the following?
Blood pressure recordings
The medical assistant is responsible for documenting all of the following information except the
Review of systems
A medical assistant who is a good listener constantly
Provides feedback to clarify the patients message
Which of the following questions or statements would encourage the patient to continue to communicate?
"Tell me how your arm feels right now."
Mrs.Elizabeth Stewart was recently diagnosed with diabetes mellitus type 2. She refuses to meet with a dietician because, she states," The tests must be wrong. No one in my family has diabetes." Which defense mechablnism is she displaying?
Denial
Sam Hernandez, a 17-year-old patient with burning upon urination, has just been told he has an STD. Ha had suspected theft he had gonorrhea, but he states," The test must be wrong. I just have a bladder infection." He is displaying which defense mechanism?
Suppression
Therapeutic interactions with children include all of the following except
Allowing the child to decide whether a breathing treatment is needed.
Lois Anderson was recently diagnosed with a functional disorder of the colon. Which of the following is true about her condition?
Her laboratory results are negative.
Which of the following explains a sign of disease?
Elevated blood pressure
Abnormalities in the cardiovascular system that are discovered during an ROS include
Hypertension and leg cramps
During a physical examination the patient reports problems with speech and balance. These signs indicate a problem with which system?
Neurologic
Sally Tipoke, age 17, is scheduled for her first Pap test today. She appears anxious and scares. Choose the medical assistant's most appropriate statement.
"You look worried about the exam. Can I answer any questions?"
Helen Conrad, age 54, was recently diagnosed with epilepsy. She is very upset about the news. Atheraputic interaction might be
Listen attentively while the patient talks about her fears
Which of the following is NOT true of holistic patient care?
The focus of care is the patients disease process.
Which of the following is most important when conducting a patient interview?
Providing uninterrupted privacy
Which of the following components of the medical history provide a guide to the patients general health?
Sytems review
Which of the following processes involved in active listening seeks to summarize or simplify the sender's thoughts and feelings or to resolve any confusion in the message?
Clarification
Which of the following are learned behaviors that are greatly influenced by our family and cultural backgrounds?
Nonverbal communication
Which if the following is a good example of an open-ended question?
What brings you to the doctor today?
During patient assessment,which of the following is an example of a subjective finding?
Difficulty breathing
When writing in a paper record and an error is made, which of the following document guidelines is acceptable?
Draw a line throught the error
When writing progress(SOAP) notes,in which section would providers preliminary diagnosis of the cause of the patients chief complaint be placed?
letter a
Which of the following is a stage 3 requirement for Medicare and Medicaid EHR Incentive Program?
Providers are expected to show improved patient outcomes.
Which of the following is considered a safeguard mandated by HIPAA?
-Passwords access to all electronic health records
-Computer monitor shields
-Turning monitors away from patient traffic
areas
Which type of data collection is NOT associated with holistic care?
Social
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