PART I: SHORT RESPONSE

Directions: Please answer the questions below.

Part A:

1. Briefly describe each type of scheduling and list one advantage and one disadvantage of each.
a. Open office hour
b. Flexible office hours
c. Wave scheduling
d. Modified wave scheduling
e. Double booking
f. Grouping procedures
g. Advance booking

2. How can the medical assistant deal with patients who are consistently late for appointments?

3. How does the medical assistant handle a patient who arrives at the clinic to see the physician but does not have an appointment?

Part B:

1. List six items of demographic information found on a patient information sheet.

2. Why might a crowded waiting room be a sign of inefficiency rather than the physician's popularity?

3. What feelings do patients often experience when waiting in the physician's office?

4. How can the medical assistant help prevent a breach of patient confidentiality by the placement of charts in wall holders?

5. How can the medical assistant help prevent a breach of patient confidentiality while using sign-in sheets?

6. Provide two examples of incidental disclosures.

7. Should the medical assistant ever discipline a disruptive child in the medical office? Why or why not?

8. How do glass partitions help keep patient information confidential? Are they useful in today's medical offices? Why or why not?

9. Write out a verbal response to the following patient in the checkout process. Suzanne Anton is ready to leave the clinic. She owes a copayment of $25 plus a past due balance of $10 that her insurance did not pay. She questions the $10 balance.

10. Paige is preparing for the next workday. What are some tasks that will help her prepare for tomorrow's patients?

Part C:

1. Explain why the number of individuals with keys and alarm codes should be limited in the medical office.

2. Note whether each of the following items should be classified as medical waste or regular waste.
a. Gauze used to stop bleeding after venipuncture
b. Tissues used in the reception room to clean eyeglasses
c. Blood tubes containing blood that has already been tested
d. Used syringes
e. Paper towels used to clean a mirror in a patient restroom

Part D:

1. What is a watermark?

2. Why is a portfolio useful in the medical office?

3. Explain how a ream of paper is determined.

4. List several pieces of equipment used for written communications.

5. List some of the supplies used for written correspondence.

6. What is standard letter-size paper?

7. List the four parts of a letter.

8. Name three items that should be on a continuation page.

9. What is the difference between registered and certified mail?

10. Name and briefly define the parts of speech.

11. List and describe the four types of letter styles.

12. List three things to do before answering a business letter.

PART II: CASE STUDIES

Directions: Please provide detailed and elaborate responses to the following questions. Your responses should include examples from the reading assignments, if possible. Your answer to each question should be 1 to 2 paragraphs composed of 3 to 5 sentences.

1. Janie Haynes consistently arrives at the clinic between 15 and 45 minutes late. She always has a "good" excuse, but she could make her appointments on time if she had better time management skills. The office manager has mentioned to Paula, the receptionist, that Janie is to be scheduled at 4:45 PM and if she is late, she will not be seen by the physician. Paula books Janie's next three appointments at that time and Janie actually arrives early. However, on the fourth appointment, Janie arrives at 5:50 PM, and Paula knows that it is her responsibility to tell Janie that she cannot see the physician. How does Paula handle this task? Is there more than one option?

2. Jill is the reception for Drs. Boles and Bailey, who are psychiatrists. Each week Sara Ables comes to her appointments but brings her two small children, Joey and Julie, ages 8 and 6 years, respectively. When Sara goes back for her appointment, the children are almost uncontrollable in the reception area. Although there are never more than two patients waiting, the kids are a serious disruption in the clinic. When Jill mentioned the problem to Dr. Boles, he said that Sara really needed the sessions and that Jill should try to work with Sara on this issue. What can Jill do to remedy the situation?

3. Dianna had worked at the Family Clinic for 6 years in the front office. When a new medical assistant, Kiran, was hired to work the phones and schedule appointments, Dianna noticed that she was not following the office policy and caused several problems with the schedule. Some patients were very late in seeing the physician; this was unusual for the office, so complaints were made. Dianna volunteered to work with Kiran to help her to schedule according to policy. She noticed that Kiran accessed the Internet and her email frequently, but that did not seem to detract from setting appointments. Kiran promised to perform according to office policy, but after 3 weeks, the problems continued. What should happen in this situation? Why is the scheduler such an important position in the facility?

4. Barbara recently graduated as a medical assistant and obtained employment at a local physician's office. She and the office manager seemed to be at odds after Barbara redesigned several forms that had been in use at the clinic but had been copied over and over again and looked quite unprofessional. Barbara did not ask to redo the forms and was attempting to help and make a good impression. Since that incident the office manager has given Barbara two written reprimands for minor issues. What should Barbara do? How could she have avoided this situation from the beginning? Is the office manager at fault?