Medical Office Administration. Mid-term Review

Customer service etiquette does not pertain to the medical field, but rather focuses on the behavior and mannerisms of customer service representatives. In the medical field, the standard of care is determined by medical guidelines and professional standards, not by customer service etiquette. Therefore, the statement is false.

Being assertive is not about imposing your point of view on others or manipulating them. It is about expressing your thoughts, feelings, and needs in a confident and respectful manner, while also considering the rights and opinions of others. Assertiveness involves effective communication, setting boundaries, and standing up for oneself without being aggressive or passive. Therefore, the given statement is incorrect.

The medical assistant is responsible for correctly following OSHA guidelines for self-protection and the protection of other employees and patients. This means that they must adhere to the safety protocols and procedures outlined by OSHA to ensure their own safety as well as the safety of others in the healthcare setting. This includes wearing appropriate personal protective equipment, practicing proper hand hygiene, and following infection control measures. By doing so, the medical assistant helps to prevent the spread of infections and maintain a safe environment for everyone involved.

The statement suggests that many offices do not have receptionists to answer the phone. The answer "False" indicates that the statement is not correct, meaning that it is not true that many offices lack receptionists to answer the phone.

The statement is true because the number of patients and the nature of the medical practice can vary greatly, which in turn determines the workload and responsibilities of the medical assistant. In a small solo practice with fewer patients, the medical assistant may handle a wide range of tasks including receptionist duties such as scheduling appointments, answering phone calls, and managing patient records. However, in a larger medical corporation with a higher patient volume, there may be dedicated receptionists who handle these tasks, allowing the medical assistant to focus more on clinical duties.

The medical assistant's main responsibility is to assist the physician in providing patient care. This includes tasks such as taking patient histories, measuring vital signs, preparing patients for examinations, and administering medications. By helping the physician, the medical assistant ensures that patients receive the necessary care and support during their medical visits.

The statement suggests that one copy of the living will should be kept with the patient's record. However, this is not true. A living will is a legal document that outlines a person's preferences for medical treatment in case they become unable to communicate their wishes. It is typically kept by the person themselves or their designated healthcare proxy. Keeping a copy with the patient's record may not guarantee easy access in case of an emergency or if the patient is unable to communicate. Therefore, it is recommended to keep the living will in a more accessible location.

The explanation for the given correct answer is that establishing a sense of rapport in a medical office is important for creating a cooperative environment. Building rapport with patients helps to establish trust and improve communication, which can lead to better patient outcomes. Similarly, having rapport with coworkers, supervisors, and vendors promotes teamwork and collaboration, which can enhance efficiency and productivity in the office. Therefore, it is crucial for a medical office to strive for establishing a sense of rapport with all stakeholders.

The statement suggests that quality medical care is an expectation of all patients and it requires the healthcare team to use procedures and techniques that lead to the best possible outcomes for patients. It also states that patients must be satisfied with their care. This implies that the statement is true, as it emphasizes the importance of both the effectiveness of medical procedures and the patient's satisfaction with their care.