Question 1

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

Accepted Answer

Try replacing discomforting terms or phrases with words that create a more positive environment.

Question 2

The most important person in the dental office is the:

Accepted Answer

The patient is the most important person in the dental office.

Question 3

Newsletters are examples of which type of marketing?

Accepted Answer

Newsletters may be considered for the internal market by sending them to current patients or for the external market by sending a newsletter to the nearby community addressed to the resident at the given address.

Question 4

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

Accepted Answer

The employee with an enthusiastic attitude shows up for work every day on time, is willing to help others, maintains a cheery disposition all day, and ensures that patients come first.

Question 5

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

Accepted Answer

Preoccupation occurs when you begin to think about other activities while trying to communicate with a patient.

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?

Accepted Answer

This gesture is in response to the patient's nonverbal cue of nervousness.

Question 7

Patient rights include all of the following except to:

Accepted Answer

Patients in a dental practice are entitled to be informed of all treatment, expect confidentiality, and be taught good oral health.

Question 8

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

Accepted Answer

Although each practice has specific needs, all of the following should be included in an office policy: philosophy, office hours, appointment control, payment policies, hygiene, attitude toward children, auxiliary use, infection-control policies, quality assurance, staff continuing education requirements, and office data.

Question 9

In the dental office, nonverbal cues are very common.

Accepted Answer

A dental office presents many opportunities to use and to receive nonverbal cues.

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.

Accepted Answer

Perhaps one of the best lessons you can learn from Maslow's theory is that an individual has a choice in determining his or her behavior. Dr. Carl Rogers, another humanistic psychologist, believed that "it is the client who knows what hurts, what directions to go, what problems are crucial, what experiences have been deeply buried."

Question 11

Which of the following is an example of internal marketing?

Accepted Answer

Follow-up calls are an example of internal marketing because they are done within the office to retain patients.

Question 12

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

Accepted Answer

Physiologic is the lowest level of Maslow's hierarchy of needs.

Question 13

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

Accepted Answer

Saying this to a patient tells the patient that there is a possibility that it will hurt.

Question 14

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

Accepted Answer

This is the fifth and highest level of Maslow's hierarchy of needs.

Question 15

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

Accepted Answer

Your peers often consider these needs as ego needs that relate to your self-esteem, reputation, and recognition.

Quiz 3: Patient Management