Deck 7: Patient Reception

Question 1

What should you consider when choosing the color family for a medical office?

A) The availability of the colors
B) The mood you want to create
C) The cost
D) The ease with which it can be applied
E) Your personal preferences

Answer 1

The mood you want to create

Question 2

What kind of impression do cool colors create in the reception area?

A) Active
B) Volatile
C) Discordant
D) Energetic
E) Harmonious

Answer 2

Harmonious

Question 3

The best type of lighting to use in a geriatric medical office is ____ lighting.

A) dim
B) dull
C) bright
D) track
E) soft

Answer 3

soft

Question 4

Colors fall within which two areas?

A) Bright and dim
B) Sharp and dull
C) Cool and warm
D) Bland and lively
E) Fast and slow

Question 5

What type of music would you commonly find in an obstetrics/gynecology practice?

A) Folk music
B) Soft rock
C) Classical
D) Oldies
E) Country

Question 6

The best way to determine the appropriate level of lighting for the patient reception area is to ____.

A) monitor the number of patient accidents each month
B) ask the patients what type of lighting they prefer
C) consult an electrician or lighting showroom salesperson
D) survey the office personnel
E) consult fashion magazines for the latest trends in lighting

Question 7

Children's folk music should be piped into a(n) ____ practice.

A) obstetrics
B) geriatric
C) gynecology
D) pediatric
E) psychiatric

Question 8

In which type of practice might you want to increase the temperature setting?

A) Nephrology
B) Surgical
C) Gastroenterology
D) Neurology
E) Geriatric

Question 9

A disadvantage of extremely bright light is that it ____.

A) conveys a sense of a lack of caring
B) makes reading impossible
C) creates a glare
D) causes patients to trip over hard-to-see items
E) makes patients feel sleepy or sluggish

Question 10

Of the following choices, the most appropriate type of music to pipe into a medical office is ____.

A) classical
B) heavy jazz
C) rap
D) heavy metal
E) alternative

Question 11

Cool colors include white, blue, and ____.

A) red
B) orange
C) hot pink
D) mauve
E) dark brown

Question 12

A group of colors that work well together is called a color ____.

A) family.
B) unit.
C) type.
D) lot.
E) focus.

Question 13

The purpose of piping music into a reception area is to ____.

A) keep the patients awake
B) provide a soothing background sound
C) create a conversation item for patients
D) eliminate the distraction to office staff of patients talking
E) keep patients up-to-date with the latest music

Question 14

Warm colors include hot pink, red, and ____.

A) mauve
B) blue
C) white
D) orange
E) light green

Question 15

The best way to maintain appropriate room temperature in the reception area is to ____.

A) observe the patients for signs of being too cold or hot
B) allow patients to regulate the thermostat in the reception area
C) set the thermostat at a predetermined setting and never change it
D) periodically survey patients to see if they are comfortable
E) set the thermostat as directed by the building superintendent

Question 16

Which patients are especially sensitive to cooler temperatures?

A) Elderly patients
B) Young adults
C) Adolescents
D) Women
E) Men

Question 17

Which type of lighting could be hazardous and result in patients tripping or bumping into hard-to-see objects?

A) Extremely bright
B) Subdued
C) Bright
D) Fluorescent
E) Track

Question 18

When a fairly bright light is used in medical offices, it ____.

A) allows patients to see their surroundings
B) can be hazardous because patients may trip or bump into hard-to-see items
C) is too bright to facilitate reading
D) can be harsh on patient's eyes
E) helps avoid glare when patients fill out forms

Question 19

Appropriate music choices for general-practice medical offices are ____.

A) country and gospel
B) classical, light jazz, and soft rock
C) folk and heavy jazz
D) heavy metal
E) Heavy rock and rap

Question 20

The first impression a patient gets of a medical office is of the ____.

A) location of the practice
B) reception area
C) length of time it takes to drive there
D) parking facilities
E) cleanliness of the exam rooms

Question 21

Items smaller than a golf ball in a medical office reception area are ____.

A) fun for infants and young children
B) too tempting to be stolen
C) cheap in appearance
D) a choking hazard for young children
E) only appropriate in pediatric offices

Question 22

An example of an appropriate specialty item in a medical office is a ____.

A) coat rack
B) scented candle
C) potpourri
D) glass vase
E) live plant

Question 23

A pediatric playroom should include ____.

A) a "well" side and a "sick" side for well and sick children
B) a television or DVD player on a low shelf that is easily accessible to children
C) a wide selection of balls and jumping ropes
D) mixing the toys for younger and older children
E) dim light to help calm the children

Question 24

A disease or condition that can be easily transmitted from one individual to another is called ____.

A) an allergy
B) contagious
C) resistant
D) symptomatic
E) subclinical

Question 25

The major disadvantage of having live plants in a reception area is that they ____.

A) require someone in the office to know how to grow plants
B) must be watered periodically
C) may cause allergies or be poisonous if eaten by small children
D) take up space and can spill
E) release harmful toxins into the environment

Question 26

Which type of fabric creates a formal appearance?

A) Lightweight
B) Sheer
C) Medium weight
D) Heavy weight
E) Lacey

Question 27

Stain removal includes ____.

A) wiping the area with a cleaning solution and water
B) vigorously rubbing the area
C) using hot water
D) allowing the stain to dry before cleaning
E) pouring alcohol on the stain

Question 28

The purpose of specialty items in a reception area is to ____.

A) decrease the noise in the office
B) decrease the chance of tripping
C) add a finishing touch that is pleasing or helpful to patients
D) provide a pleasant odor in the area
E) eliminate allergens in the environment

Question 29

A 120 square foot room (10 feet by 12 feet) can comfortably accommodate ____ people.

A) 10
B) 15
C) 20
D) 25
E) 30

Question 30

An advantage of carpeting in a medical office is that it ____.

A) permits easy movement of furniture
B) helps reduce noise
C) keeps the office cleaner
D) is less expensive than other flooring types
E) forms a better base for scatter rugs

Question 31

The single most important factor that affects a patient's perception of a physician's office is ____.

A) the décor
B) the temperature
C) cleanliness
D) the lighting
E) the furniture

Question 32

A good rule of thumb for the placement of furniture is to allow ____ square feet of space per person.

A) 6
B) 8
C) 10
D) 12
E) 14

Question 33

Which of the following is a specific housekeeping task the medical assistant may perform?

A) Shampoo the carpet
B) Empty trash cans
C) Clean windows and blinds
D) Launder drapes
E) Clean air vents and ducts

Question 34

The appropriate way to handle patients who smoke is to ____.

A) provide a corner of the reception area just for smokers
B) make sure the medical office is equipped with a good ventilating system
C) provide an adequate supply of ashtrays throughout the reception area
D) ask patients to wait until they are in the exam room to smoke
E) post "Thank You for Not Smoking" signs in the reception area

Question 35

Coffee tables or low tables with sharp edges are ____.

A) a necessary addition to any reception area
B) useful for holding magazines
C) a hazard to the elderly and small children
D) available to patients for holding food and drinks
E) convenient for holding table lamps

Question 36

A primary advantage of placing illuminated red EXIT signs above doorways is that they ____.

A) provide a delivery entrance for supplies
B) have a backup power system and remain lit in a power outage
C) set of an alarm when the door is opened
D) provide a security entrance and exit only
E) add a splash of color to the office décor

Question 37

How should the chairs in the reception area be placed to produce the greatest amount of floor area?

A) In the middle of the room
B) In rows
C) Against the walls
D) In a circle
E) In a random pattern

Question 38

A lively atmosphere is produced by ____ colors.

A) dim
B) primary
C) muted
D) dark
E) soft

Question 39

Which of these guidelines should you follow when selecting magazines for a medical office?

A) Place the physician's medical journals in the reception area
B) Subscribe to several magazines on one topic
C) Select magazines specific to one age group
D) Ask patients for feedback on their interests
E) Keep back issues for at least 12 months

Question 40

When selecting specialty items in a medical office, consider ____.

A) low tables with sharp corners
B) clocks
C) live plants
D) glass vases
E) scented candles

Question 41

Which of the following would you include when establishing a medical office in a culturally diverse area?

A) Post signs in the reception area indicating that all patients must speak English
B) Designate the office as an Americans-only clinic
C) Provide reading material in the second most prominent language
D) Hire only employees who can speak more than one language
E) Avoid reflecting various cultures in the reception area décor

Question 42

Immunocompromised patients

A) are especially sensitive to medications.
B) do not have the normal ability to fight off disease.
C) are limited in their ability to function physiologically.
D) tend to shy away from social interactions.
E) are more likely to trip and fall than other patients.

Question 43

According to the OSHA computer workstations checklist, when you work at a computer, your wrists and hands should be ____.

A) bent up slightly at the wrists
B) bent down slightly at the wrists
C) held sideways toward the thumbs
D) held sideways toward the little finger
E) straight

Question 44

Which of the following is not a symptom of carpal tunnel syndrome?

A) Hands that go to sleep frequently
B) Pain from the wrist that travels up the arm
C) Weakness or numbness in the hands or fingers
D) Pale, cool fingertips
E) Burning in the hands or fingers

Question 45

Which of the following patients is at greatest risk if another patient who is highly contagious comes into the office?

A) Diabetic patient
B) Young adult with asthma
C) Immunocompromised patient
D) Patient with high blood pressure
E) Woman who is 5 months pregnant

Question 46

An example of an immunocompromised patient is ____.

A) a patient with arthritis
B) a patient with diabetes
C) a patient receiving chemotherapy
D) an elderly patient
E) a pediatric patient

Question 47

The most appropriate way for a highly contagious patient to be seen in a medical office is to ____.

A) schedule all highly contagious patients to be in the reception area at the same time
B) have a well-ventilated reception room
C) put the highly contagious patients in one corner of the reception area
D) bring the highly contagious patient directly into the examination room to wait
E) remove all other patients from the reception area

Question 48

The Older Americans Act protects the elderly population against abuse, neglect, and ____.

A) exploitation
B) malnutrition
C) lack of employment
D) accommodating items emphasizing their age
E) severe medical conditions

Question 49

In a well-designed computer workstation, your monitor should be positioned ____.

A) a little to your right so that you can see the document holder clearly.
B) at a distance that allows you to read the screen without leaning forward or backward.
C) approximately 5 inches above your line of sight.
D) approximately 10 inches to the left and slightly below your line of site.
E) exactly 12 inches from your eyes.

Question 50

One reason elderly patients may face discrimination is that ____.

A) older people generally lack communication skills
B) with retirement comes uncertainty
C) older people always suffer from financial instability
D) older people have memory loss that makes them easy to exploit
E) with age come medical conditions that create physical limitations

Question 51

Sheila, a new coworker, tells you that she sometimes has trouble grasping things because of weakness in her fingers and hands. She suspects that she may have carpal tunnel syndrome, but she is not sure what to do about it. Which of the following tips could you give to Sheila?

A) "Don't tell the physician; if they find out you have CTS, you may lose your position."
B) "Exercise your hands by striking the keys on the keyboard with force."
C) "Wear a splint on the hand and forearm."
D) "Try to get all of your computer work done at once, so that you can then rest your wrists."
E) "Position the keyboard slightly lower than your elbows."

Question 52

When you work at a computer, you should position your chair so that your lower legs are ____.

A) crossed and straight in front of you
B) parallel to the floor
C) perpendicular to the floor
D) crossed underneath your chair
E) slightly elevated above your knees

Question 53

According to the OSHA computer workstations checklist, when you work at a computer, you should hold your head ____.

A) upright or in-line with the torso
B) facing slightly to the left
C) bent down at a 12-degree angle
D) tilted slightly back
E) facing slightly to the right

Question 54

Office staff should check ____ regularly to ensure they are functioning properly.

A) reception area televisions
B) computer systems
C) security systems
D) thermostats
E) smoke detectors

Question 55

Which of the following is an example of reading materials that should not be placed in the reception area?

A) General sports magazines
B) Medical brochures or pamphlets
C) Technical medical journals
D) Office information packets
E) Nature magazines

Question 56

When arranging a reception area to accommodate elderly patients, include ____.

A) chairs without arms
B) soft sofas and chairs
C) chairs on castors that roll easily
D) a few straight-backed chairs
E) low chairs and sofas

Question 57

Which of the following should be included when creating a reception area that is accessible to patients with special needs?

A) Use only scatter rugs or unfastened carpet on the floor
B) Make sure the sills long the floor in the doorways are metal or wood
C) Attach bars or rails 12 to 24 inches on the walls above the floor
D) Provide handrails in halls and bathrooms
E) Provide stairs instead of ramps for quicker office access

Question 58

Which of the following guarantees health care for a specific group of citizens regardless of their ability to pay?

A) Americans with Disabilities Act
B) American Medical Association
C) Occupational Safety and Health Act
D) Older Americans Act
E) Clinical Laboratory Improvement Amendments

Question 59

Which of the following is typically not included in a new patient registration packet?

A) Demographic/insurance coverage form
B) Notice of privacy practices
C) Health history form
D) Living will/durable power of attorney form
E) Information regarding payment policies

Question 60

The best way to determine the number of parking spaces a medical office needs is to ____.

A) ask patients if they found a place to park
B) calculate the average time a patient spends in the office and the number of appointments scheduled during that time
C) measure the dimensions of the parking lot and divide by the number of patients seen per day to determine how many spaces are available
D) send out a survey form to all patients, families, and office staff for suggestions for parking improvement
E) ask other medical offices in the same area how many parking spaces they need

Question 61

Some of the responsibilities of a medical ________ include greeting people, registering them, giving them directions, and answering the phone.

Question 62

Free parking improves office ________, provided an adequate number of parking spaces are available.

Question 63

Bailey is manning the reception desk this afternoon. A patient arrives and is bleeding heavily from a wound on his arm. He looks as though he is about to pass out. What should Bailey do?

A) Ask the patient to have a seat in the reception area
B) Offer to fill out the forms for the patient
C) Notify a member of the clinical staff immediately
D) Offer the patient some tissues to mop up the blood
E) Direct the patient to the patient restroom to clean up his arm

Question 64

Children with ________ diseases should wait in an area away from well children to prevent transmission of illnesses.

Question 65

To prevent ________ against people with physical or mental handicaps, the Americans with Disabilities Act was enacted in 1990.

Question 66

The colors used in the reception area should stay within a color ________ to avoid an unprofessional look. These fall into two basic areas: cool and warm.

Question 67

Bill is looking over the documents the patient handed him and notices that the Social Security number on the documents is not the same as the number the office has on file for this patient. When Bill asks about it, the patient states that the office has always had his Social Security number wrong, and he has given up trying to get it fixed. He claims that the Social Security number on the documents is his correct number. What should Bill do?

A) Change the Social Security number in the patient's chart to match the documents
B) Give the patient the necessary paperwork to change his Social Security number in his chart
C) Try to find out if suspicious behavior by this patient has been reported before
D) Accept the patient's explanation and ask him to have a seat in the waiting area
E) Call 911 and report a possible red flag incident

Question 68

The ________ Act of 1965 guarantees protection against abuse, neglect, and exploitation of the elderly.

Question 69

Which of the following is not an activity involved with closing the office at the end of the day?

A) Check the fax machine
B) Put laboratory specimens in pick-up receptacle
C) Forward calls to voicemail or the answering machine
D) Secure all medical records
E) Arm the security system

Question 70

Shalysse is scheduled to open the medical office this morning. The clinic opens at 8 AM, so she arrives at 7:25 to open the office. As she is walking from her car to the building, she hears footsteps behind her and turns around, but no one is there. She continues to walk toward the building, but hears the noise again. Again, no one is there when she turns around. What should Shalysse do?

A) Turn around and yell for whoever is stalking her to stop it
B) Notify the facility's security
C) Continue walking toward the building as if she had not heard anything
D) Run to the building as quickly as possible
E) Hide in the nearest bushes or doorway

Question 71

In addition to body fluids and human tissue, ________ waste includes any potentially hazardous waste generated in the treatment of patients, such as needles.

Question 72

Guidelines for protection from hazardous wiring and poorly lit hallways ensure the _________ of staff and patients.

Question 73

A teletype (TTY) device, also known as a(n) _________ device for the deaf (TDD), is a specially designed telephone that helps hearing-impaired patients communicate with a medical office through a relay service.

Question 74

What is the first priority in opening the office and beginning the day, after you have unlocked the door and turned off the security system?

A) Turn on the fax machine
B) Turn on the coffee maker
C) Pull charts
D) Check the refrigerator temperature
E) Retrieve voicemail or answering service messages

Question 75

The ________ of the patient reception area can create the desired impression, such as warm and friendly or modern and elegant.

Question 76

The recommended approach for a medical office's identity theft prevention program includes ____.

A) prevention, detection, and mitigation
B) identification, reporting, and follow-up
C) investigation, arrest, and court appearance
D) detection, investigation, and reporting
E) mitigation, identification, and detection

Question 77

________ is the federal agency that has developed guidelines for workplace safety in healthcare practices.

Question 78

How long before the office opens should the person opening the office arrive?

A) 10 minutes
B) 15 minutes
C) 20 minutes
D) 30 minutes
E) 45 minutes

Question 79

Which of the following is not a red flag for identity theft?

A) Document with an altered appearance
B) Document that shows a Social Security number different from what you have on file
C) Physical exam consistent with past medical treatment
D) Mail being returned consistently, but the patient maintains the address on file
E) Notification of identity theft from patients or staff

Question 80

Mr. Philips, a new patient, arrives for his appointment and has his service dog with him. Because he needs your assistance in completing the required forms due to blindness, he is said to have ________ needs.