Question 1

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?&#10;A)Post a sign in the restroom stating that all employees are to wash hands before returning to work.&#10;B)After opening sterilized instruments,leave the wrapper on the tray so the patient will know that sterile instruments are being used.&#10;C)Inform the patient of the process and steps you take in the office to comply with standard precautions.&#10;D)Provide red sharps containers in each treatment room.

Accepted Answer

Informing the patient of the infection control process and steps taken in the office will not only ensure that the patient is aware of the precautions being taken to protect them but it will also hold the dental staff accountable for following protocol. A sign in the restroom is a good practice but it does not necessarily ensure that infection control is being enforced. Leaving the wrapper on sterilized instruments is not an effective way to communicate infection control practices to patients. Providing red sharps containers is important but it is only one aspect of infection control.

Question 2

Individuals who help others to become fully functioning human beings are known as:&#10;A)nuclear family members.&#10;B)marital partners.&#10;C)significant others.&#10;D)professional counselors.

Accepted Answer

Significant others are individuals who have a profound impact on one's life and personal development, often helping them to become fully functioning human beings through emotional support and guidance.

Question 3

The telephone greeting should contain all the following,except:&#10;A)a welcome statement&#10;B)the office hours&#10;C)the identity of the dental practice&#10;D)the identity of the person answering the phone

Accepted Answer

While it is helpful to provide the caller with the office hours, it is not necessary for a telephone greeting to contain this information. The other three elements (welcome statement, identity of the dental practice, and identity of the person answering the phone) are essential components of a professional telephone greeting.

Question 4

According to Maslow's Hierarchy of Needs,_______ is pursued only once all other needs have been met.&#10;A)self-actualization&#10;B)self-esteem&#10;C)love&#10;D)shelter

Accepted Answer

Maslow's Hierarchy of Needs states that basic physiological needs such as food, water, shelter, and safety must be met before an individual can focus on higher needs such as love and belonging, esteem, and self-actualization. Therefore, self-actualization is pursued only after all the lower needs have been satisfied.

Question 5

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.

Accepted Answer

The first statement is true as it is important for dental offices to keep information about accepted insurance plans to answer patient inquiries. The second statement is also true as it is important to clarify insurance information with the patient before providing dental treatment to avoid any misunderstandings or unexpected costs.

Question 6

How can you provide exceptional,personal patient care?&#10;A)Explain to the patient what will happen next.&#10;B)Allow the phone to go to voice mail if you are working with a patient.&#10;C)Use the patient's name at least once during your conversation.&#10;D)Both A and C

Accepted Answer

Both options A and C are important in providing exceptional, personal patient care. It is crucial to explain the next steps to the patient so they are informed and feel comfortable with their care. Using the patient's name during conversations shows that you are acknowledging them as an individual and not just another patient. Additionally, it is important to give full attention to the patient, which may require allowing the phone to go to voicemail while tending to the patient's needs.

Question 7

When dealing with an angry patient,_______.&#10;A)involve others in the dispute&#10;B)do not become defensive&#10;C)avoid using humor&#10;D)pass the patient off to another team member

Accepted Answer

Becoming defensive can escalate the situation and make the patient feel unheard. It is important to remain calm and empathetic, actively listen to the patient's concerns, and try to find a solution together. Involving others in the dispute or passing the patient off to another team member can make the patient feel like their concerns are not being taken seriously. Using humor is also not appropriate in this situation as it can come across as insensitive.

Question 8

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?&#10;A)Try to change the subject to avoid a scene.&#10;B)Refer the patient to another member of the team.&#10;C)Ask the patient,&#34;How would you handle this situation?&#34;&#10;D)Involve other members of the team to get a different perspective on the problem.

Accepted Answer

Asking the patient how they would handle the situation can make them feel heard and give them some control over the situation. It also shows that the assistant is willing to work with the patient to find a solution. It is important to listen to the patient's concerns and acknowledge their feelings. Avoiding the situation or referring them to another team member may only escalate the situation. Involving other team members should only be done if necessary and with the patient's consent.

Question 9

When the assistant is on the phone and a call comes in,what is the proper way to answer the second call?&#10;A)&#34;Dental Office,please hold.&#34;&#10;B)&#34;Dr.Smith's office.I am on the other line.Will you please call back in a few minutes?&#34;&#10;C)&#34;Dr.Smith's office,this is Maryanne.May I ask who is calling and the reason for your call?&#34; Answer the question or explain that you are on the other line and will call her back in 10 minutes.&#10;D)Allow the voice mail to pick up the call.

Accepted Answer

This option acknowledges the call, greets the caller, and politely asks for the reason for the call. It also allows the assistant to either take the call, put the caller on hold, or ask them to call back in a few minutes.

Answer: D 
 This option is acceptable if the office has a reliable voicemail system that will pick up the call and provide the caller with instructions on leaving a message, being transferred to another extension, or other relevant information.

Question 10

When a patient is noncompliant with the treatment plan,a member of the treatment team should:&#10;A)tell the patient that the doctor will no longer be able to treat him if he does not comply with instructions.&#10;B)describe outcomes if the patient follows instructions.&#10;C)describe in detail all possible complications that may ensue if instructions are not followed.&#10;D)tell the patient that he/she can be referred to another office for a second opinion about the necessary treatment.

Accepted Answer

The answer of When a patient is noncompliant with the...

Question 11

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.

Accepted Answer

The answer of A new patient enters the office for...

Question 12

Which of the following does not create a positive image for a dental practice?&#10;A)When requested,provide patients with the standard financial policy.&#10;B)Inform patients of the treatment process before treatment begins.&#10;C)Ask patients to bring you a summary of their policy.&#10;D)Keep notes about patient preferences,activities,special events,and likes and dislikes.

Accepted Answer

The answer of Which of the following does not create...

Question 13

Which of the following techniques will encourage a noncompliant patient to follow the dentist's instruction?&#10;A)Emphasize negative,instead of positive,information.&#10;B)Tell the patient what you would do if you were in his/her position.&#10;C)Demonstrate the correct technique and have the patient demonstrate back to you.&#10;D)Ask closed-ended questions.

Accepted Answer

The answer of Which of the following techniques will encourage...

Question 14

Correctly using a patient's name during conversation is important.Which of the following is the correct way to address a new patient?&#10;A)Patients who are older than the staff should not be addressed by their first names.&#10;B)One should use the patient's title (Mr. ,Mrs. ,Ms. ,or Dr. )and last name,unless requested by the patient to do otherwise.&#10;C)Use the patient's first name to convey a friendly atmosphere in the office.&#10;D)Call the patient Madam or Sir while in the waiting room to maintain his/her privacy.

Accepted Answer

The answer of Correctly using a patient's name during conversation...

Question 15

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?&#10;A)&#34;You are the only person who has complained about _____.&#34;&#10;B)&#34;These are the rules;everyone has to follow them.&#34;&#10;C)&#34;I understand that you are upset,but we have other patients who need our attention.&#34;&#10;D)&#34;You feel that it is unfair that the insurance company will not cover the procedure.&#34;

Accepted Answer

The answer of At times,a patient may have a complaint...

Question 16

All the following are strategies that can be used to provide outstanding customer service,except:&#10;A)show appreciation.&#10;B)listen.&#10;C)set goals.&#10;D)emulate the image of other successful dental practices.

Accepted Answer

The answer of All the following are strategies that can...

Question 17

A prospective patient's impression elements are classified into several stages.Which of the following is covered in the final decision stage?&#10;A)How does the reception area appear?&#10;B)How is the telephone answered?&#10;C)What are the communication skills of the staff and dentist like?&#10;D)What insurance plan is accepted?

Accepted Answer

The answer of A prospective patient's impression elements are classified...

Question 18

Carl Rogers coined the term _______,which is an expression of total love and respect,no matter what the problem.&#10;A)phenomenological approach&#10;B)unconditional positive regard&#10;C)humanistic theory&#10;D)fully functioning human beings

Accepted Answer

The answer of Carl Rogers coined the term _______,which is...

Question 19

Why is it important for all members of the dental team to respect the patient's decision to discontinue treatment?&#10;A)To remain in compliance with HIPAA regulations&#10;B)To meet the patient's needs and understand his/her motives&#10;C)To avoid complaints filed with the state dental board&#10;D)To decrease the number of past due accounts

Accepted Answer

The answer of Why is it important for all members...

Question 20

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.

Accepted Answer

The answer of Patients from older generations or different cultures...

Question 21

Match between columns&#10;                        Premises: The dental team is professional and happy.&#10;The dental team is professional and happy.&#10;The dental team is professional and happy.&#10;The dental team is professional and happy.&#10;The Web site looks professional and is easy to navigate.&#10;The Web site looks professional and is easy to navigate.&#10;The Web site looks professional and is easy to navigate.&#10;The Web site looks professional and is easy to navigate.&#10;The advertisements are appealing.&#10;The advertisements are appealing.&#10;The advertisements are appealing.&#10;The advertisements are appealing.&#10;The reception area is comfortable and clean.&#10;The reception area is comfortable and clean.&#10;The reception area is comfortable and clean.&#10;The reception area is comfortable and clean.

Accepted Answer

The Answer of Confirmation of initial impression stage and Investigation is...

Question 22

A new patient consultation should take between _______.&#10;A)20 and 30 minutes&#10;B)15 and 20 minutes&#10;C)10 and 15 minutes&#10;D)5 and 10 minutes

Accepted Answer

The answer of A new patient consultation should take between...

Question 23

Each person who answers the telephone should _______.&#10;A)use a unique script&#10;B)use the same script&#10;C)avoid the use of a script&#10;D)read the script,word for word

Accepted Answer

The answer of Each person who answers the telephone should...

Question 24

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

Accepted Answer

The answer of Patients who must wait longer than ______...

Question 25

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?&#10;A)Tell Mr.Day that you will have another team member,who can answer the question,take the call.&#10;B)Put Mr.Day on hold until you can find the answer.&#10;C)Tell Mr.Day your best guess and call him back with the correct information,if you were mistaken.&#10;D)Apologize and change the subject.

Accepted Answer

The answer of Mr.Day has just phoned to ask a...

Deck 5: Patient Relations