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25 Cards in this Set
- Front
- Back
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the communication process consists of five elements. What element is responsible for providing feedback |
receiver |
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a patient is scheduled for an appointment, which has been delayed because another patient needs an emergency procedure. You notice that the patient who is waiting is sitting with arms and legs tightly crossed and fists clenched. What nonverbal communcation is the patient exhibiting |
anger |
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what is a quality of a good listener |
maintains eye contact with the sender |
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terminology used in the dental office may have positive or negative connotations. What term may be perceived as negative |
reminders |
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the administrative dental assistant places a call to a patients workplace. The patient is not available, and her secretary asks if she can take a message. What messages would comply with HIPAA regulations regarding private health information PHI |
please have Mrs. Ortiz call Maryanne at 991-6478 |
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a communication tool developed to create a positive image and avoid misunderstanding that should be used with new patients so that all information is conveyed is known as |
active scripts |
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in a business letter tone refers to |
choice of words that set the mood of the letter |
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personalization of a letter can be accomplished by use of |
you technique |
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minimum size standards for pieces of mail include |
4.5 and 9 inches in length |
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individuals who help others to become fully functioning human beings are known as |
significant others |
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why is it important for all members of the dental team to respect the patients decision to discontinue treatment |
to meet the patients needs and understand his or her motives |
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when the assistant is on the phone and a call comes in, what is the proper way to answer the second call |
Dr. Smiths office, this is Maryanne. may I ask who is calling and the reason for your call? Answer the question or explain that you are on the other line and will call her back in 10 minutes |
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a new patient enters the office for her first visit. What action on the part of the administrative assistant will ensure that the patient feels she has made the right decision by selecting this office |
the assistant gives the patient her undivided attention, reconfirms the reason for the visit and explains what the patient can expect |
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infection control is an expectation of all patients. How can the dental staff ensure that controls are in place I and that they are being protected |
inform the patient of the process and steps you take in the office to comply with standard precautions |
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at times, a patient may have a complaint about the care and treatment he or she has received in the dental office. What statement by the assistant demonstrates empathy |
you feel that it is unfair that the insurance company will not cover the procedure |
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what strategy can be used to provide outstanding customer service except |
emulate the image of other successful dental practices |
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business office procedures include |
records management protocol |
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a formal downward channel of communication includes |
changes in rules and procedure |
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you have discovered a time saving method for handling callback to patients. you would like to present it to the office manager, but the business office coordinator changes your idea before passing the message on. This barrier to organizational communication is known as |
altering by level |
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you are an administrative assistant who was hired as an appointment clerk. The receptionist is frequently absent, and so the business office coordinator assigns you to act as the receptionist while performing your regularly assigned duties. You state that it seems unfair that you always have to do both jobs. Her response is "I have to assign duties to provide coverage for the office. I can't be concerned as to whether or not it is fair" This is an example of what classification of conflict |
intragroup |
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the office manager is reluctant to deal with issues and problems within the staff. She tells staff to work it out or just ignores the fact that there is a problem. Her style of conflict handling is th |
avoiding style |
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the key elements of record keeping include organization, completeness and |
consistency |
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the component of the patient clinical record that is considered a necessary form is the |
registration form |
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what is the most important reason why complete medical history is taken before dental treatment is provided |
provide careful review of medical history will alert the dentist to possible interactions between dental and medical treatment |
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what is the primary function of laboratory forms |
communicate instructions to the dental laboratory in the fabrication of a dental prosthesis |
