Deck 19: Medical Practice Marketing and Customer Service

Question 1

What is the first step in developing a plan?

A) Research
B) Planning the concept
C) Assessment
D) Evaluation

Answer 1

Assessment

Question 2

In order for the search engine to pick up the website, the web designer includes appropriate key words in the website developer code. Key words and code should be updated on a regular basis by medical office management.

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

Answer 2

The first statement is true; the second is false.

Question 3

Patient navigators are healthcare providers, so they can offer any type of medical advice and prescribe medication or therapy. The role of the patient navigator is to identify the barriers to healthcare and work with the health insurance system to overcome these obstacles.

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

Answer 3

The first statement is false; the second is true.

Question 4

A word or graphic on a page that takes the viewer to another page or another website is called a

A) hyperlink.
B) hypertext.
C) uniform resource locator.
D) cookie.

Question 5

Which of the following is not typically available through the patient information web portal?

A) Lab or test results
B) Medical encounter records
C) Pharmaceutical refills
D) Health insurance information
E) Hospital records

Question 6

Which of the following is the most effective way to increase the number of patients for a healthcare facility?

A) Effective Internet marketing campaign
B) Word of mouth
C) Customer service
D) Employee incentive to sign up patients

Question 7

Match the Coordinated Care PCMH Domain with the appropriate descriptors. (Select all that apply.)

A) Partnering with patients and families
B) Sharing quality data and improvement activities
C) Efficient care transitions
D) Oriented towards the whole person
E) Team-based approach
F) Clinical decision-support tools
G) Across all elements of the health care system

Question 8

Match the Quality & Safety PCMH Domain with the appropriate descriptors. (Select all that apply.)

A) Partnering with patients and families
B) Sharing quality data and improvement activities
C) Efficient care transitions
D) Oriented towards the whole person
E) Team-based approach
F) Clinical decision-support tools
G) Across all elements of the health care system

Question 9

The employees of the office should be involved in promoting the practice because

A) the provider has services to offer the community.
B) a full schedule is more financially rewarding for the provider.
C) the employees should see the practice as a business.
D) All of the above

Question 10

Match the Comprehensive Care PCMH Domain with the appropriate descriptors. (Select all that apply.)

A) Partnering with patients and families
B) Sharing quality data and improvement activities
C) Efficient care transitions
D) Oriented towards the whole person
E) Team-based approach
F) Clinical decision-support tools
G) Across all elements of the health care system

Question 11

From the SWOT analysis, which of the following evaluate external economic forces?

A) Strengths and weaknesses
B) Threats and weaknesses
C) Opportunities and threats
D) Strengths and opportunities

Question 12

The medical assistant can play a role in practice branding by

A) following office procedures.
B) treating patients with excellent customer service skills.
C) keeping a positive, enthusiastic attitude during every work day and with every patient.
D) All of the above

Question 13

The four Ps do not include

A) product.
B) practicality.
C) placement.
D) price.

Question 14

Match the Patient-Centered Care PCMH Domain with the appropriate descriptors. (Select all that apply.)

A) Partnering with patients and families
B) Sharing quality data and improvement activities
C) Efficient care transitions
D) Oriented towards the whole person
E) Team-based approach
F) Clinical decision-support tools
G) Across all elements of the health care system

Question 15

Which of the following is one of the most popular and beneficial marketing tools for the provider?

A) An aggressive social media campaign
B) Monthly newsletter
C) Mailers and postcard flyers
D) Professional website

Question 16

Patients expect the staff to treat them with

A) concern.
B) care.
C) confidentiality.
D) All of the above

Question 17

Without __________, many businesses fail.

A) insurance benefits
B) growth
C) marketing efforts
D) None of the above

Question 18

Which of the following categories evaluates the advantage a healthcare facility would have over its competitors?

A) Strengths
B) Weaknesses
C) Opportunities
D) Threats

Question 19

Advertising involves creating or changing attitudes, beliefs, and perceptions by influencing people with free forms of written and visual media. Public relations relies more on costly news broadcasts or reports and magazine or newspaper articles to reach the audience.

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

Question 20

When an effort is made to create or change an attitude, belief, or perception through purchased broadcast time or print space, the company is usually

A) advertising.
B) conducting public relations.
C) performing public service.
D) None of the above

Question 21

A specific group of individuals to whom the marketing plan is focused is the ___________ market.

Question 22

_____________ boxes are a great way to get patient and employee input.

Question 23

Keeping the office open later one night per week is a marketing strategy.

Question 24

The provider's _____________ of the practice of medicine greatly influences the office's mission statement.

Question 25

A URL is a web address.

Question 26

Providing _______________ for all employees to distribute is a smart, inexpensive way to create awareness of the medical facility.

Question 27

The phase of planning during which the problem or goals are reviewed is the _____________ stage.

Question 28

Poorly chosen phrases that suggest poor attitudes give the patient or visitor a(n) __________ view of the facility.

Question 29

The medical assistant must be careful not to __________ photographs and graphics on a website.

Question 30

Creating or changing attitudes, beliefs, and perceptions by influencing people with purchased broadcast time, print space, or other forms of written and visual media is called _____________.

Question 31

Color choices, __________, and fonts can enhance the look of a professional website.

Question 32

One of the most popular and beneficial resources available to patients is the provider's ________________.

Question 33

A monthly e-newsletter is a great marketing idea.

Question 34

Most public relations strategies are expensive.

Question 35

Patients expect to be treated according to the __________ rule.

Question 36

Providers in college towns may want to offer __________ rates for medical services.

Question 37

The process involved in creating a unique name and image in the customer's mind mainly through advertising campaigns with a consistent theme is called ___________.

Question 38

Providing good customer service is a(n) ____________ that each employee must make in the medical facility.

Question 39

Providing all employees with business cards is not a good strategy for a new practice.

Question 40

The most important part of the website is the graphics.

Question 41

The medical assistant who can use social media in a professional way will be a valuable asset to the medical practice.

Question 42

Patients usually tell the provider if they are not receiving good customer service from the medical assistants.

Question 43

Staff meetings are not good times to brainstorm about target markets.

Question 44

Free promotional ideas are rarely effective.

Question 45

Health fairs offer the physician a means of reaching new patients in the community.

Question 46

Medical assistants should not be expected to provide good customer service along with their other duties.

Question 47

Brochures in the provider's office can substitute for medical advice.

Question 48

Providing helpful, personal service usually impresses even the most difficult patient.

Question 49

Patients should be treated the same way as the medical assistant would want to be treated.