The Administrative Dental Assistant 3rd Edition by Gaylor -Test Bank

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Gaylor: The Administrative Dental Assistant, 3rd Edition

Chapter 5: Patient Relations

Test Bank

MATCHING

Patients will go through several stages before selecting a dentist. Match each stage with

its corresponding impression.

(A) Investigation stage

(B) Initial contact stage

(C) Confirmation of initial impression stage

(D) Final decision stage

1. 3. 4. 5. 6. 7. 8. The reception area is comfortable and clean.

2. The advertisements are appealing.

The Web site looks professional and is easy to navigate.

The dental team is professional and happy.

The office is easy to find.

The dental practice has a memorable and pleasing name.

The first appointment went smoothly.

The phone is answered quickly and the receptionist is friendly.

1. ANS: C PTS: 1

2. ANS: A PTS: 1

3. ANS: B PTS: 1

4. ANS: D PTS: 1

5. ANS: C PTS: 1

6. ANS: A PTS: 1

7. ANS: D PTS: 1

8. ANS: B PTS: 1

MULTIPLE CHOICE

1. According to Maslow’s Hierarchy of Needs, _______ is pursued only once all other needs

have been met.

A. self-actualization C. love

B. self-esteem D. shelter

ANS: A

Feedback

A Correct: Self-actualization is the highest level of Maslow’s Hierarchy of Needs.

Copyright © 2012, 2007, 2000 by Saunders, an imprint of Elsevier Inc.2. 3. Test Bank

5-2

The quest for self-actualization can begin once all other needs have been met.

B The need for self-esteem must be met before the pursuit of self-actualization.

C The need for love must be met before the pursuit of self-actualization.

D The need for shelter must be met before the pursuit of self-actualization.

PTS: 1 REF: pgs. 72-73

Carl Rogers coined the term _______, which is an expression of total love and respect, no

matter what the problem.

A. phenomenological approach B. unconditional positive regard C. humanistic theory

D. fully functioning human beings

ANS: B

Feedback

A A phenomenological approach is the ability to view a situation from the other

person’s point of view.

B Correct: Unconditional positive regard is Rogers’ term for an expression of total

love and respect, no matter what the problem.

C Humanistic theory is the result of research conducted in the psychology of

human beings; humanistic theories help us understand the needs of our patients

and team members.

D Although the concept of fully functioning human beings is credited to Rogers, it

is not an expression of total love and respect, but the idea that healthy

individuals are always striving to achieve the ideal self.

PTS: 1 REF: pg. 73

Individuals who help others to become fully functioning human beings are known as:

A. nuclear family members. C. significant others.

B. marital partners. D. professional counselors.

ANS: C

Feedback

A Nuclear family members are parents and offspring.

B Two people who have been united in marriage and reside together as a family are

considered to be marital partners.

C Correct: A significant other can be described as one who helps others become

fully functioning human beings.

D Professional counselors are trained to assist individuals to learn coping

mechanisms in dealing with life’s problems. They are paid privately or through

insurance reimbursement.

PTS: 1 REF: pg. 73

Copyright © 2012, 2007, 2000 by Saunders, an imprint of Elsevier Inc.4. 5. 6. Test Bank

5-3

Why is it important for all members of the dental team to respect the patient’s decision to

discontinue treatment?

A. B. C. D. To remain in compliance with HIPAA regulations

To meet the patient’s needs and understand his/her motives

To avoid complaints filed with the state dental board

To decrease the number of past due accounts

ANS: B

Feedback

A HIPAA regulations deal with patient privacy—not the right to refuse or

discontinue treatment.

B Correct: It is the patient’s right to discontinue treatment; although it is not

always easy to meet the patient’s needs and understand his/her motives, it is still

the patient’s choice about whether to receive treatment.

C If the patient is discontinuing treatment because of perceived malpractice, a

complaint may be made to the dental board; however, the right to discontinue

treatment must be respected.

D The right to refuse or discontinue treatment must be respected, regardless of the

financial status of the patient’s account.

PTS: 1 REF: pg. 73

A prospective patient’s impression elements are classified into several stages. Which of

the following is covered in the final decision stage?

A. B. C. D. How does the reception area appear?

How is the telephone answered?

What are the communication skills of the staff and dentist like?

What insurance plan is accepted?

ANS: C

Feedback

A “How does the reception area appear” is part of the confirmation or initial

impression stage?

B “How is the telephone answered” is part of the initial contact stage.

C Correct: The final decision stage includes the following: What are the

communication skills of the staff and dentist like? How did the first appointment

go? Did the financial arrangements meet the patient’s needs? Was the patient’s

insurance plan accepted? Did the dental team’s attitudes and professionalism

meet the patient’s expectations?

D What insurance plan is accepted is part of the investigation stage.

PTS: 1 REF: pg. 78

When the assistant is on the phone and a call comes in, what is the proper way to answer

the second call?

Copyright © 2012, 2007, 2000 by Saunders, an imprint of Elsevier Inc.5-4

A. “Dental Office, please hold.”

B. “Dr. Smith’s office. I am on the other line. Will you please call back in a few

minutes?”

C. “Dr. Smith’s 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.

D. Allow the voice mail to pick up the call.

ANS: C

Feedback

A The office must be identified by its full name; if a caller must be placed on hold,

first ask and receive permission.

B If you are on the other line, explain to the caller, and state that you will return the

call within a specified time frame; do not expect the caller to call back.

C Correct: The greeting should contain a welcome, name the dental practice, and

identify the person who is answering the telephone. One should find out the

purpose of the call and answer the question. If the call must be returned, explain

why and when you will be calling back.

D Voice mail should not be used to pick up calls during office hours.

7. Test Bank

PTS: 1 REF: pgs. 75-76

Correctly using a patient’s name during conversation is important. Which of the

following is the correct way to address a new patient?

A. B. Patients who are older than the staff should not be addressed by their first names.

One should use the patient’s title (Mr., Mrs., Ms., or Dr.) and last name, unless

requested by the patient to do otherwise.

C. D. Use the patient’s first name to convey a friendly atmosphere in the office.

Call the patient Madam or Sir while in the waiting room to maintain his/her

privacy.

ANS: B

Feedback

A Any new adult patient should be addressed by title and last name.

B Correct: Patients should always be addressed by their title and last name unless

they request that you do otherwise.

C Addressing the patient casually may convey disrespect rather than a friendly

atmosphere.

D Addressing the patient by name in the reception area is not a violation of

confidentiality or privacy.

PTS: 1 REF: pg. 76

Copyright © 2012, 2007, 2000 by Saunders, an imprint of Elsevier Inc.8. 9. Test Bank

5-5

A new patient enters the office for her first visit. Which of the following actions on the

part of the administrative assistant will ensure that the patient feels she has made the right

decision by selecting this office?

A. The reception window is closed; above the sign-in sheet is a sign that says, “Please

sign in and take a seat. We will be with you shortly.”

B. The reception window is open; the assistant is on the phone and motions to the

patient to have a seat.

C. The reception window is open; the assistant asks the patient’s name, hands her a

clipboard with forms to fill out, and asks if she brought her insurance card.

D. The assistant gives the patient her undivided attention, reconfirms the reason for

the visit, and explains what the patient can expect.

ANS: D

Feedback

A Having the reception window closed with a sign-in sheet conveys a very

unfriendly atmosphere.

B A receptionist who is inattentive to a new patient who enters the office conveys a

very unfriendly atmosphere.

C A receptionist who is inattentive to a new patient who enters the office conveys a

very unfriendly atmosphere.

D Correct: Giving the patient your undivided attention while asking the reason for

the visit and giving clear explanations to the patient reconfirms that a decision to

use the dental office was a good one.

PTS: 1 REF: pgs. 77-78

Infection control is an expectation of all patients. How can the dental staff ensure that

controls are in place and that they are being protected?

A. Post a sign in the restroom stating that all employees are to wash hands before

returning to work.

B. After opening sterilized instruments, leave the wrapper on the tray so the patient

will know that sterile instruments are being used.

C. Inform the patient of the process and steps you take in the office to comply with

standard precautions.

D. Provide red sharps containers in each treatment room.

ANS: C

Feedback

A Posting a sign does not assure that infection control standards will be followed

by all employees.

B A patient who is not familiar with sterilization methods will not realize that the

presence of a wrapper indicates that instruments have been sterilized.

C Correct: Inform patients of the process and steps you take in the office to

comply with standard precautions, so they are assured that they will be protected

from infection.

Copyright © 2012, 2007, 2000 by Saunders, an imprint of Elsevier Inc.10. 11. Test Bank

5-6

D Although a patient may be familiar with red sharps containers, without an

explanation he/she may not understand how they fit into the overall infection

control plan.

PTS: 1 REF: pg. 79

When a patient is noncompliant with the treatment plan, a member of the treatment team

should:

A. tell the patient that the doctor will no longer be able to treat him if he does not

comply with instructions.

B. C. describe outcomes if the patient follows instructions.

describe in detail all possible complications that may ensue if instructions are not

followed.

D. tell the patient that he/she can be referred to another office for a second opinion

about the necessary treatment.

ANS: B

Feedback

A Threatening the patient into following through with treatment is never

appropriate.

B Correct: A staff member should describe outcomes if the patient follows

instructions, so the patient has all necessary information before exercising his or

her right to discontinue treatment.

C Attempting to frighten the patient into following through with treatment is never

appropriate.

D It is not the responsibility of the dental assistant to suggest that the patient should

seek a second opinion.

PTS: 1 REF: pg. 80

At times, a patient may have a complaint about the care and treatment he/she has received

in the dental office. Which of the following statements by the assistant demonstrates

empathy?

A. B. C. “You are the only person who has complained about _____.”

“These are the rules; everyone has to follow them.”

“I understand that you are upset, but we have other patients who need our

attention.”

D. “You feel that it is unfair that the insurance company will not cover the procedure.”

ANS: D

Feedback

A Telling patients that they are the only ones with a complaint attempts to solve the

issue and does not demonstrate empathy.

B Telling the patient that there are rules attempts to solve the issue and does not

demonstrate empathy.

Copyright © 2012, 2007, 2000 by Saunders, an imprint of Elsevier Inc.12. 13. Test Bank

5-7

C Stating that you know the patient is upset but other patients need your attention

conveys an attitude that you do not think that this patient is important.

D Correct: “You feel that it is unfair that the insurance company will not cover the

procedure.” This statement validates the patient’s feelings without making a

judgment as to the fairness of the treatment.

PTS: 1 REF: pg. 80

Dealing with an angry patient requires special talents. Which of the following actions can

the assistant use to deal with the patient who is angry?

A. B. C. D. Try to change the subject to avoid a scene.

Refer the patient to another member of the team.

Ask the patient, “How would you handle this situation?”

Involve other members of the team to get a different perspective on the problem.

ANS: C

Feedback

A Changing the subject is an action that could block therapeutic communication.

B Referring the patient to someone else is an action that could block therapeutic

communication.

C Correct: Asking the patient, “How would you handle this situation?” is a

communication technique that gives patients the opportunity to get their anger

under control and to share with you what they would like to see happen to

resolve the issue.

D Involving other staff members could cause embarrassment to the patient and

could violate the patient’s privacy.

PTS: 1 REF: pgs. 80-81

All the following are strategies that can be used to provide outstanding customer service,

except:

A. show appreciation.

B. listen.

C. set goals.

D. emulate the image of other successful dental practices.

ANS: D

Feedback

A Showing appreciation to patients for their business is an excellent strategy for

providing customer service.

B Listening to their concerns and needs is an excellent strategy for providing

customer service.

C Setting goals is an excellent strategy for providing customer service.

D Correct: Emulating the image of other dental practices is not a way to provide

outstanding customer service. It is better to develop your own practices for

Copyright © 2012, 2007, 2000 by Saunders, an imprint of Elsevier Inc.14. 15. 16. Test Bank

5-8

meeting your customers’ needs.

PTS: 1 REF: pg. 81

Which of the following does not create a positive image for a dental practice?

A. B. C. D. When requested, provide patients with the standard financial policy.

Inform patients of the treatment process before treatment begins.

Ask patients to bring you a summary of their policy.

Keep notes about patient preferences, activities, special events, and likes and

dislikes.

ANS: A

Feedback

A Correct: A standard financial policy should be given to every patient before

he/she asks for the information.

B Informing patients of the treatment process, before treatment, will reflect

positively on the dental practice.

C Clarifying insurance information before treatment begins will reflect positively

on the dental practice.

D Keeping notes about patient interests will help you send a message of caring and

relieve patient anxiety, which, in turn, reflects positively on the dental practice.

PTS: 1 REF: pg. 78

Which of the following techniques will encourage a noncompliant patient to follow the

dentist’s instruction?

A. B. C. Emphasize negative, instead of positive, information.

Tell the patient what you would do if you were in his/her position.

Demonstrate the correct technique and have the patient demonstrate back to you.

D. Ask closed-ended questions.

ANS: C

Feedback

A Giving positive instead of negative information encourages patient compliance.

B Asking the patient what he/she would do to solve the problem encourages patient

compliance.

C Correct: By demonstrating the Correct technique and encouraging the patient to

demonstrate back to you, you help the patient understand how and why he/she

should follow the dentist’s instructions. Patients who understand how and why

are more compliant.

D Asking open-ended questions encourages patient compliance.

PTS: 1 REF: pg. 80

When dealing with an angry patient, _______.

Copyright © 2012, 2007, 2000 by Saunders, an imprint of Elsevier Inc.17. 18. Test Bank

5-9

A. involve others in the dispute

B. do not become defensive

C. avoid using humor

D. pass the patient off to another team member

ANS: B

Feedback

A Involving others in the dispute can make the angry patient feel “ganged up” on.

B Correct: Do not become defensive when dealing with an angry patient. Always

remain professional and positive.

C Use humor to handle an angry patient, but be careful not to ridicule.

D Do not pass the patient off to another team member without explaining that the

other person can help.

PTS: 1 REF: pgs. 80-81

How can you provide exceptional, personal patient care?

A. B. C. Explain to the patient what will happen next.

Allow the phone to go to voice mail if you are working with a patient.

Use the patient’s name at least once during your conversation.

D. Both A and C.

ANS: D

Feedback

A Guiding the patient through the process and mindfully using his/her name during

conversation will go a long way toward providing exceptional and personal

patient care.

B Answer the phone within three rings, and greet the caller with a smile.

C Guiding the patient through the process and mindfully using his/her name during

conversation will go a long way toward providing exceptional and personal

patient care.

D Correct: Guiding the patient through the process and mindfully using his/her

name during conversation will go a long way toward providing exceptional and

personal patient care.

PTS: 1 REF: pg. 81

Specific information related to accepted insurance plans should be kept by the telephone

to help the assistant answer questions about insurance policies. Insurance information

should be clarified with the patient before dental treatment begins.

A. The first statement is true; the second statement is false.

B. The first statement is false; the second statement is true.

C. Both statements are true.

D. Both statements are false.

Copyright © 2012, 2007, 2000 by Saunders, an imprint of Elsevier Inc.19. 20. Test Bank

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ANS: C

Feedback

A The second statement is true.

B The first statement is true.

C Correct: Both statements are true: Insurance information should be kept by the

phone to guide the assistant in answering questions about specific insurance

policies. It is important to clarify insurance information with the patient before

treatment is rendered.

D Both statements are true, not false.

PTS: 1 REF: pg. 74

The telephone greeting should contain all the following, except:

A. a welcome statement

B. the office hours

C. the identity of the dental practice

D. the identity of the person answering the phone

ANS: B

Feedback

A A welcome statement is vital to a professional telephone greeting.

B Correct: The telephone greeting should include a welcome, identify the dental

practice, and identify the person answering the phone.

C Identifying the dental practice is a key component to a professional telephone

greeting.

D Identifying the name of the person answering the phone is important in a

professional telephone greeting.

PTS: 1 REF: pg. 75

Each person who answers the telephone should _______.

A. use a unique script C. avoid the use of a script

B. use the same script D. read the script, word for word

ANS: B

Feedback

A Each person who answers the phone should practice and use the same telephone

script.

B Correct: The same (or a similar) telephone script should be used, no matter who

answers the phone.

C Each person who answers the phone should practice and use the same telephone

script.

D Each person who answers the telephone should practice the same telephone

Copyright © 2012, 2007, 2000 by Saunders, an imprint of Elsevier Inc.21. 22. Test Bank

5-11

script, but should adjust the script to fit his/her personal tone and presentation.

PTS: 1 REF: pg. 75

Mr. Day has just phoned to ask a question that you do not know the answer to. Which of

the following is an appropriate response?

A. Tell Mr. Day that you will have another team member, who can answer the

question, take the call.

B. C. Put Mr. Day on hold until you can find the answer.

Tell Mr. Day your best guess and call him back with the correct information, if you

were mistaken.

D. Apologize and change the subject.

ANS: A

Feedback

A Correct: If you are unfamiliar with a question, tell the patient that you will have

another team member, who can answer the question, take the call.

B Rather than placing the patient on hold, tell the caller that you will find the

answer and get back to him/her or have another team member, who can answer

the question, take the call.

C Instead of guessing, tell the caller that you will find the answer and get back to

him/her or have another team member, who can answer the question, take the

call.

D If you are unfamiliar with a question, tell the caller that you will find the answer

and get back to him/her or have another team member, who can answer the

question, take the call.

PTS: 1 REF: pg. 76

A new patient consultation should take between _______.

A. 20 and 30 minutes C. 10 and 15 minutes

B. 15 and 20 minutes D. 5 and 10 minutes

ANS: A

Feedback

A Correct: A new patient consultation should take between 20 and 30 minutes.

B This is not enough time. A new patient consultation should take between 20 and

30 minutes.

C This is not enough time. A new patient consultation should take between 20 and

30 minutes.

D This is not enough time. A new patient consultation should take between 20 and

30 minutes.

PTS: 1 REF: pg. 78

Copyright © 2012, 2007, 2000 by Saunders, an imprint of Elsevier Inc.Test Bank

5-12

TRUE/FALSE

1. Patients from older generations or different cultures may interpret the use of a title (Mr.,

Mrs., Dr., etc.) when being addressed as a form of respect.

a. True

b. False

ANS: T

Feedback

Correct Correct: Members of different cultures and generations have strict rules on

how they are addressed. Addressing a patient incorrectly may be

interpreted as disrespect.

Incorrect

PTS: 1 REF: pg. 76

SHORT ANSWER

1. Patients who must wait longer than ______ should be given options to make the wait

more comfortable.

ANS:

10 minutes

PTS: 1 REF: pg. 78

Copyright © 2012, 2007, 2000 by Saunders, an imprint of Elsevier Inc.