Deck 3: Patient Management

Question 1

It is recommended that dental office staff use terms that create a positive environment.

Answer 1

True

Question 2

The most important person in the dental office is the:

A) dentist.
B) dental assistant.
C) dental hygienist.
D) patient.

Answer 2

patient.

Question 3

Newsletters are examples of which type of marketing?

A) Internal
B) External
C) Both
D) Neither

Answer 3

Both

Question 4

The single most important characteristic in a staff member is an enthusiastic attitude.

Question 5

___ can occur when you are concentrating on an issue separate from the task at hand.

A) Prejudging
B) Preoccupation
C) Perception
D) Interception

Question 6

A patient in the reception room is clenching the arms of the chair. You notice this and respond by doing which of the following?

A) Tell her that it won't be long until the dentist will see her.
B) Sit beside her, ask if she is okay, and try to make her comfortable.
C) Offer her a cup of coffee.
D) Offer her some antidepressants.

Question 7

Patient rights include all of the following except to:

A) be informed of all treatment.
B) expect confidentiality of all records.
C) be taught how to maintain good oral health.
D) cancel dental appointments at a moment's notice.

Question 8

Which of the following is not part of an office policy?

A) Office hours
B) Payment policy
C) Infection-control policies
D) All of the above would be included in an office policy.

Question 9

In the dental office, nonverbal cues are very common.

Question 10

Maslow's theory is based on the choices patients have, and Rogers' theory is based on the patient's own facts, experiences, and feelings.

A) The first statement is true and the second statement is false.
B) The first statement is false and the second statement is true.
C) Both statements are true.
D) Both statements are false.

Question 11

Which of the following is an example of internal marketing?

A) Follow-up calls
B) Lectures
C) Directories
D) Media advertising

Question 12

The lowest level of Maslow's hierarchy of needs is:

A) self-actualization.
B) security.
C) social.
D) physiologic.

Question 13

Which of the following statements should you avoid during communication with a patient?

A) "This won't hurt."
B) "You are making a wise investment."
C) "We will need about an hour."
D) "The dentist is with a patient."

Question 14

The highest level of Maslow's hierarchy of needs is:

A) physiologic.
B) security.
C) social.
D) self-actualization.

Question 15

Of Maslow's identified needs, which one identifies best with one's reputation, recognition, and self-satisfaction?

A) Esteem
B) Self-actualization
C) Social/love
D) Physiologic