MAC 101 Chapters 14 and 15

What tool can be used to help teach complex subjects such as breast self exam

An advantage of having voicemail in the medical office

Learning the telephone triage process includes using office written guidelines for commonly asked questions

Patient healthcare includes health-promoting behaviors, screenings, and rehabilitation.

What section of the pt info packet is especially important in a specialtiy office

The mother of the patient calls and states that her son has a deep dog bite. Your response is

You can give normal lab results to a patient if the physician authorized the results to be given.

What is the best way to handle a billing inquire about wrong charges?

Which of the following has the greatest adverse effect on the learning process during preoperative education

What is an appropriate statment when teaching a pt to take medications

If you can not give your undivided attention to a patient because of an emergency in the office what do you do

Developing an education plan will ensure all of the patient's educational needs are addressed.

How can you make a message concise

The patient is experiencing weakness, and rapid pulse, her skin is pale, cool, and moist. These are signs of

Speaking clearly and distinctly to help the person you are speaking to understand is called enunciation

Teaching a pt about cancer prevention is an example of health-promoting behaviors

A way to ensure accurate telephone messages is to tell the caller the physician will call them back.

A patient is learning to eat better, increase exercise, and take medications regularly what learning domain is this

Benefit of a patient information packet

Before putting a caller on hold what do you do

The first level of disease and illness prevention is adopting health-promoting behaviors.

The result of answering the phone while carrying out another task is possible errors in message taking.

The types of teaching used in patient education are factual, sensory and

The patient calls and wants to know if they can take a medication that was prescribed for a previous condition

Explaining to a nervous patient what will happen during surgery is what type of teaching

Rehabilitation is the 3rd level of disease prevention

The key to success of any educational process

When is it okay for an MA to autorize a pharmacy refill?

A telephone message that is organized and logical demonstrates cohesiveness.

A routing list indicates who to send calls to.

Which of the following calls can an MA handle

When a call is long and complicated what do you do

If uncertain about whether to give particular information to a patient on the phone what is the general rule

An advantage of patient education is that it results in greater compliance with the prescribed treatment programs.

Courtesy is when you are respectful of the caller.

Pt with recent Dx of Congestive Heart Failure. You have given written information but pt would like more information

If a patient is dissatisfied after discussing a bill you document all comments and relay information to the physician.

Hypothermia is a rise in body temperatue due to exposure to cold

Option that should be included in the menu for an automated voice system

What type of teaching will an MA describe a technique to a pt, demo it, and then ask the pt to repeat the demonstration

For the best results, you should match learning materials to the patient's needs and level of understanding.

An example of the 3rd level of disease prevention is

You put a caller on hold and determine it will be a long wait what do you do

Type of preop teaching that includes detailed restrictions on diet activity that may be necessary before & after surgery

how much time should you give a pt to answer the phone

The first thing you do when answering the phone

When dealing with an angry, upset, or nervous patient you should show empathy and understanding of the caller's feeling

How do you deal with a caller who does not want to identify themselves