Medical Office Procedures 9Th Edition By Nenna Bayes – Test Bank

 

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Sample Test

Medical Office Procedures, 9e (Bayes)

Chapter 3   Office Communications: An Overview of Verbal and Written Communications

 

1) At the beginning of the communication cycle, who organizes the message?

1.   A) Patient

2.   B) Physician

3.   C) Sender

4.   D) Receiver

 

2) What is the chosen method for transmitting a message?

1.   A) Channel

2.   B) Format

3.   C) Message

4.   D) Line

 

3) Expressing ideas through words and gestures to ideas is known as

1.   A) Illustrating.

2.   B) Improvising.

3.   C) Coding.

4.   D) Encoding.

 

4) A barrier to effective communication is:

1.   A) Inactive listening

2.   B) Active listening

3.   C) Organization of the message

4.   D) Nonverbal communication

 

5) All of these items contribute to our unspoken message except:

1.   A) Tone of voice

2.   B) Eye contact

3.   C) Hairstyle

4.   D) Facial Expression

 

6) One of the most visible and expressive parts of the body is:

1.   A) Face

2.   B) Nose

3.   C) Shoulders

4.   D) Feet

 

7) Which of these is expressed nonverbally by making and keeping eye contact with an audience?

1.   A) Apprehension

2.   B) Nervousness

3.   C) Happiness

4.   D) Confidence

8) When direct eye contact is maintained, a level of ________ is established.

1.   A) Caring

2.   B) Trust

3.   C) Understanding

4.   D) Responsibility

 

9) The public zone used for most public speaking events should be ________ feet or more from the audience.

1.   A) 6

2.   B) 8

3.   C) 10

4.   D) 12

 

10) A social zone is used for communication within ________ feet of an audience.

1.   A) 3 to 6

2.   B) 6 to 12

3.   C) 4 to 12

4.   D) 5 to 10

 

11) Which type of letter places the dateline at 2 inches?

1.   A) Block style

2.   B) Ratified-block style

3.   C) Modified-block style

4.   D) Open punctuation

 

12) How many styles of punctuation may be used in business letters?

1.   A) One

2.   B) Two

3.   C) Three

4.   D) Four

 

13) Which type of punctuation requires placing a colon after the salutation and a comma after the complementary closing?

1.   A) Standard punctuation

2.   B) Open punctuation

3.   C) Closed punctuation

4.   D) Modified punctuation

 

14) Which type of letter is used when a physician transfers part or all of a patient’s care to another physician?

1.   A) Follow-up letter

2.   B) Referral letter

3.   C) Letter of information

4.   D) Letter of acknowledgment

 

 

15) When composing the body of an e-mail, the standard protocol is to address how many topics?

1.   A) As many as necessary

2.   B) Three

3.   C) Two

4.   D) One

 

16) What should always be done prior to hitting SEND on an e-mail?

1.   A) Copying

2.   B) Saving

3.   C) Proofreading

4.   D) Printing

 

17) A copy notation in a letter is placed:

1.   A) Immediately after the date.

2.   B) One enter stroke below the complimentary closing.

3.   C) Below the reference initials and any enclosure notation.

4.   D) One enter stroke below the inside address.

 

18) When Dr. Kendall’s administrative medical assistant stepped toward a patient to explain the hospital preadmission procedure, the patient abruptly took a step backwards. Which of the following is most likely the reason for the patient’s movement during the communication process?

1.   A) The administrative medical assistant had bad breath.

2.   B) The patient’s cell phone was ringing.

3.   C) The patient needed to sit down.

4.   D) The administrative medical assistant had intruded into the patient’s personal space.

 

19) Patrice felt she was being treated rudely by the administrative medical assistant. When Patrice arrived for her appointment, the assistant greeted Patrice, quickly shut the glass window, and began pointing her finger toward Patrice. The assistant was discussing a newly discovered crack in the wall with the office manager. Patrice felt unwelcome because:

1.   A) The assistant’s verbal message did not match her nonverbal message.

2.   B) The assistant’s verbal and nonverbal message was the same.

3.   C) The crack on the wall was offensive to Patrice.

4.   D) The assistant did not offer Patrice coffee or water.

 

20) When originating communication, the sender will formulate ideas he or she wants to be communicated. This process is called ________.

1.   A) Endnotes

2.   B) Encoding

3.   C) Messaging

4.   D) Media

 

 

21) The timing and the delivery of communication are critical to the ________ of the communication.

1.   A) Effectiveness

2.   B) Importunateness

3.   C) Emergency

4.   D) Message

 

22) Mrs. Smith is handing you her charge slip and chart and you are informing her of surgery instructions. The patient is ________ to receive the information.

1.   A) Not ready

2.   B) Ready

3.   C) Anxious

4.   D) Hurried

 

23) The receiver’s application of meaning to the transmitted message is ________.

1.   A) Encoding

2.   B) Decoding

3.   C) Editing

4.   D) Feedback

 

24) The best planned message may not be received properly if ________ have not been considered.

1.   A) others

2.   B) encoding strategies

3.   C) comments

4.   D) barriers

 

25) Disciplinary actions or warnings should be delivered using which type of channel?

1.   A) Phone

2.   B) Email

3.   C) Face-to-face

4.   D) Regular mail

 

26) Anything that can break down the communication transmission process is referred to as ________.

1.   A) Noise

2.   B) Message

3.   C) Channel

4.   D) Feedback

27) You have a patient who needs to undergo a total abdominal hysterectomy and bilateral salpingo-oophorectomy. What is the best way to explain this to the patient?

1.   A) “You need to undergo a TAH-BSO.”

2.   B) “The doctor says you need surgery.”

3.   C) “You will need to sign the form for the necessary surgery.”

4.   D) “The doctor wants you to undergo a surgery called TAH-BSO, which is the removal of your uterus, tubes, and ovaries.”

 

28) What is the first step in becoming an active listener?

1.   A) Listen, interrupt, give your point of view, and start listening again

2.   B) Listen but fake attention to the message

3.   C) Stop talking and listen

4.   D) Interrupt if you do not agree with the message

 

29) According to body language experts, what percentage of communication is nonverbal?

1.   A) 80-90 percent

2.   B) 85 percent

3.   C) 50-80 percent

4.   D) 35 percent

 

30) You are at a presentation where the facilitator is speaking about an important subject, congestive heart failure, but is making funny, wacky, and amusing arm gestures and facial expressions. What message wins?

1.   A) Verbal

2.   B) Nonverbal

3.   C) The audience

4.   D) Encoded

 

31) What role does culture play in facial expression?

1.   A) It has no bearing either way.

2.   B) Culture does not play a role in interpreting facial expression.

3.   C) Culture plays a minimal role in interpreting facial expression.

4.   D) Culture plays a significant role in how the individual interprets facial expressions.

 

32) You discover an error in a patient’s account and realize it was your error. You report this error to your office manager and inform him of your intent to correct it. He says “That’s fine,” but his tone of voice is very sharp and loud. What is the conveyed message?

1.   A) The tone of his voice indicates he is upset although his actions do not

2.   B) Tone of voice has no bearing on how we interpret communication

3.   C) The message and tone are not related

4.   D) There is no conveyed message

33) Leaning toward a person conveys ________ in the message.

1.   A) Distrust

2.   B) Lack of communication

3.   C) A hearing disorder

4.   D) Interest

 

34) Stepping away from a person conveys ________ in the message.

1.   A) Distrust

2.   B) Lack of communication

3.   C) A hearing disorder

4.   D) Interest

 

35) Mary Beth walks into the exam room with her shoulders slumped and her head lowered. What nonverbal communication message does this convey?

1.   A) Friendliness

2.   B) Lack of culture training

3.   C) Lack of self-confidence

4.   D) Outgoing personality

 

36) What body movement would indicate that the sender wants the conversation to end?

1.   A) Leaning back in the chair

2.   B) Lowering of the head

3.   C) Leaning toward the person

4.   D) Tapping a finger or pencil

 

37) What type of message does hygiene and grooming convey?

1.   A) Verbal

2.   B) Written

3.   C) Nonverbal

4.   D) Disinterested

 

38) How many different frequently used letter formats are there that give the letter a well-balanced and attractive appearance?

1.   A) 5

2.   B) 4

3.   C) 3

4.   D) 2

 

39) What are the two different style formats that offices frequently use when sending a letter to the patient?

1.   A) Block and adjusted block

2.   B) Adapted block and modified block

3.   C) Modified block and adapted block

4.   D) Block and modified block

40) Mary Smith is typing a letter. Her reference initials should be listed as:

1.   A) MS

2.   B) ms

3.   C) Ms

4.   D) mS

 

41) Which of these complimentary closings is capitalized correctly?

1.   A) very truly yours

2.   B) Very Truly yours

3.   C) Very Truly Yours

4.   D) Very truly yours

 

 

 

42) What are the major differences between block and modified block? In modified block, the writer should:

3.   A) Position the complimentary closing and signature line at a Tab stop placed at 3.25″

4.   B) Position the date line at a Tab stop placed at 5″

5.   C) Position the date line, complimentary closing and signature line at a Tab stop placed at 3.25″

6.   D) Begin all lines at right margin and indent new paragraphs .25″

 

43) What style of letter formatting gives the choice to either indent new paragraphs 0.5″ or keep everything to the left margin?

1.   A) Block

2.   B) Modified block

3.   C) Adapted block

4.   D) Either block or modified block

 

44) A copy notation on a block-style letter is done by placing ________ one Enter below enclosures.

1.   A) CC

2.   B) cc

3.   C) c

4.   D) x

 

45) What are the two styles of punctuation that may be used in a business letter?

1.   A) Mixed/standard and open

2.   B) Open and varied

3.   C) Closed and mixed

4.   D) Standard and closed

46) Which style of punctuation is currently the preferred style for business letters?

1.   A) Mixed

2.   B) Standard

3.   C) Varied

4.   D) Open

 

47) The most common and efficient form of interoffice communication is ________.

1.   A) Interoffice mail

2.   B) Intraoffice texting

3.   C) E-mail

4.   D) Regular mail

 

48) You are typing a letter to a patient that is too long for one page. How would you start the second page?

1.   A) Use letterhead stationery for the second page.

2.   B) Use blank stationery for the second page.

3.   C) Use blank stationery for both pages.

4.   D) There is no rule on the second page.

 

 

 

49) The top margin on the second page of a letter to a patient should be ________.

1.   A) 4″

2.   B) 3″

3.   C) 2″

4.   D) 1″

 

50) The main purpose of which type of correspondence is to let the sender know as soon as possible that a request is being handled?

1.   A) Letters of information

2.   B) Letters of acknowledgement

3.   C) Follow-up letters

4.   D) Interoffice memorandum

 

51) Letters of information must have

1.   A) A brief medical report.

2.   B) Template format.

3.   C) Clear and complete information.

4.   D) A summary of lab results.

 

52) What type of correspondence requires the writer to give the recipient the details of the original request, include a duplicate of the original request, and be clear about what action you wish the recipient to take?

1.   A) Letters of information

2.   B) Letters of acknowledgement

3.   C) Follow-up letters

4.   D) Interoffice memorandum

53) What correspondence is considered to be a type of informal messages exchanged within an organization?

1.   A) Letters of information

2.   B) Letters of acknowledgement

3.   C) Follow-up letters

4.   D) Interoffice memorandum

 

54) What type of correspondence does not usually contain inside address or complimentary closings?

1.   A) Letters of information

2.   B) Letters of acknowledgement

3.   C) Follow-up letters

4.   D) Interoffice memorandum

 

55) What type of electronic technology allows one person to begin a journal-type entry at a Web site and allows others to respond?

1.   A) VolP

2.   B) Blog

3.   C) Podcast

4.   D) Wiki

 

56) The practice has three different locations and wants to have employees at each location participate in a telephone call without having to travel to one particular location. What type of electronic technology should they utilize?

1.   A) Blogs

2.   B) Podcasts

3.   C) Voice conferencing

4.   D) Video conferencing

 

57) The medical practice wants to update their employees on some new privacy regulations, and the employees can listen to or view the file on their computer or mobile device. Which type of electronic technology would they utilize?

1.   A) Blogs

2.   B) Podcasts

3.   C) Voice conferencing

4.   D) Video conferencing

 

58) The local nursing program would like to communicate face-to-face with a nursing program located 60 miles away, but they cannot travel the distance to visit. Which type of technology would be best suited for their needs?

1.   A) Blogs

2.   B) Podcasts

3.   C) Voice conferencing

4.   D) Video conferencing

59) A cardiologist wants to talk with a patient’s primary physician, physical therapist, and occupational therapist to establish a rehabilitation protocol after the patient has undergone triple bypass surgery. To accomplish this, they should use ________.

1.   A) Blogs

2.   B) Podcasts

3.   C) Voice conferencing

4.   D) Video conferencing

 

60) Dr. Jones has completed her research on diabetes and wants to send this document to a healthcare journal to be published. What will she send to the publisher?

1.   A) Draft manuscript

2.   B) Final manuscript

3.   C) Outline manuscript

4.   D) Summary manuscript

 

61) ________ is the careful reading and examination of a document for the sole purpose of finding and correcting errors.

1.   A) Editing

2.   B) Correcting

3.   C) Checking

4.   D) Proofreading

 

62) The assessment of a document to determine its clarity, consistency, and overall effectiveness is called ________.

1.   A) Editing

2.   B) Correcting

3.   C) Checking

4.   D) Proofreading

 

63) The proofreaders notation ^ means ________.

1.   A) To omit a word

2.   B) To spell a word out

3.   C) To omit a stroke

4.   D) To insert a word or letter

 

64) When proofreading a sentence, the notation ¶  is used to indicate

1.   A) Start the sentence bolded.

2.   B) Start a new paragraph.

3.   C) Move sentence to previous paragraph.

4.   D) Reword the sentence.

65) When reading the proofreader report, you notice the sentence, “He is not“. That means you should

1.   A) Italicize the word “not”.

2.   B) Change the word “not”.

3.   C) Remove the word “not”.

4.   D) Capitalize the word “not”.

 

66) The first page of a manuscript is called the ________.

1.   A) Label page

2.   B) Title page

3.   C) Header page

4.   D) Banner page

 

67) Which of these should be done when preparing the title page of a traditional manuscript?

1.   A) Center the text horizontally

2.   B) Center the text vertically

3.   C) Center the text horizontally and vertically

4.   D) Center the text at least 12 lines from the top

 

68) The margins on a traditional manuscript should have ________-inch margins on all sides.

1.   A) 4

2.   B) 3

3.   C) 2

4.   D) 1

 

 

 

69) Notes that are positioned at the bottom of the page on which the reference appears are called ________.

1.   A) Footnotes

2.   B) Endnotes

3.   C) Headings

4.   D) Titles

 

70) Notes that are grouped together at the end of the report are called ________.

1.   A) Footnotes

2.   B) Endnotes

3.   C) Headings

4.   D) Titles

71) Which of these is the part of the report where all the works consulted by the writer, including items given in notes, are listed alphabetically at the end of the report?

1.   A) Footnotes

2.   B) Endnotes

3.   C) Headings

4.   D) Bibliography

 

72) When sending a message, the sender can use the receiver’s ________ to understand if the message was received.

1.   A) Feedback

2.   B) Barrier

3.   C) Decoding

4.   D) Channel

 

73) Which of the following is NOT a reason to use written communication instead of verbal?

1.   A) Avoiding a difficult conversation

2.   B) Giving complex directions or instructions

3.   C) Documenting an event or fact

4.   D) Being efficient

 

74) Which of the following letters are used when a physician transfers all or part of a patient’s care to another physician?

1.   A) Referral letter

2.   B) Letter of information

3.   C) Letter of acknowledgment

4.   D) Follow-up letter

 

75) Which of the following strategies are suggested for effective proofreading?

1.   A) Using 3 people to read each document

2.   B) Holding a piece of paper against the screen to show only one line

3.   C) Solely relying on the spell-check function

4.   D) Proofreading immediately after completing the document

 

 

 

76) Which of the following is NOT an appropriate proofreading technique?

1.   A) Reading for content

2.   B) Checking the format

3.   C) Introducing keyboarding mistakes

4.   D) Confirming important data

 

77) Which of the following is NOT an appropriate editing technique?

1.   A) Assess the correctness of spelling, grammar, and punctuation.

2.   B) Consistently read the document in small chucks.

3.   C) Determine if the content is complete and clear.

4.   D) Look for confusing wording.

 

Medical Office Procedures, 9e (Bayes)

Chapter 5   Managing Health Information

 

1) Another name for a central computer is:

1.   A) Network

2.   B) File server

3.   C) Hard drive

4.   D) Program

 

2) Online medical ________ are used to educate physicians concerning conditions and treatment regimes.

1.   A) Games

2.   B) Companions

3.   C) Databases

4.   D) Courses

 

3) Most medical billing offices use an electronic medical billing program. Which of these is one example of such a program?

1.   A) Medicare

2.   B) Medisoft

3.   C) Medidata

4.   D) Medicaid

 

4) Accurate financial records are required for ________ and are critical for the practice’s success.

1.   A) Billing

2.   B) Purchasing

3.   C) Tax reporting

4.   D) Employee payroll

 

5) One of the most important tasks of an administrative medical assistant is the creation of:

1.   A) Patient data

2.   B) Patient accounts

3.   C) Practice documents

4.   D) Health insurance claims

 

6) The abbreviation EFT stands for:

1.   A) Electronic funds trade

2.   B) Electronic forms trade

3.   C) Electronic forms transfer

4.   D) Electronic funds transfer

7) ________ computers are the most powerful computers available.

1.   A) Mini

2.   B) Super

3.   C) Mainframe

4.   D) Personal

 

8) ________ computers are used in large businesses, hospitals, large clinics, and government organizations.

1.   A) Mainframe

2.   B) Mini

3.   C) Super

4.   D) Personal

 

9) ________ computers have less power than mainframes.

1.   A) Hospital

2.   B) Super

3.   C) Giant

4.   D) Mini

 

10) To avoid unnecessary neck and eyestrain when using a computer, position the monitor at or below eye level, between ________ away.

1.   A) 1 and 1.5 feet

2.   B) 2 and 2.5 feet

3.   C) 3 and 3.5 feet

4.   D) 4 and 5.5 feet

 

11) A(n) ________ is a standard version of a document that is used over and over again.

1.   A) Template

2.   B) Form

3.   C) Stencil

4.   D) Sample

 

12) What can be assigned to limit the number of individuals who have access to particular computer files and to help users create a computerized audit trail?

1.   A) Locks

2.   B) Log-ons

3.   C) Permissions

4.   D) Passwords

 

13) A patient’s medical record constitutes the ________ record of the medical practice.

1.   A) Established

2.   B) Official

3.   C) Legal

4.   D) Valid

14) Making corrections to a chart with an eraser or scribbling out entries could present the appearance of ________.

1.   A) A mistake

2.   B) Carelessness

3.   C) Fraud

4.   D) Cheating

 

 

 

15) If you make an error while recording an entry in the medical record, do all of the following except

1.   A) Write the word “error” next to the error.

2.   B) Write your initials next to error.

3.   C) Use correction tape to keep the entry neat.

4.   D) Write the date next to the error.

 

16) Offices using electronic medical record entry methods should affix what to all chart entries?

1.   A) A label

2.   B) A validation code

3.   C) An electronic date stamp

4.   D) An electronic signature

 

17) A chronological record of ongoing patient care and progress is also known as

1.   A) A chart note.

2.   B) A chart plan.

3.   C) A legal note.

4.   D) A patient plan.

 

18) What method is the most common system for outlining and structuring chart notes for a medical record?

1.   A) CHEDDAR

2.   B) SOAP

3.   C) POMR

4.   D) SOMR

 

19) Which charting format breaks down the components of a patient encounter into seven detail-oriented sections?

1.   A) CHEDDAR

2.   B) SOAP

3.   C) POMR

4.   D) SOMR

20) The ________ findings in a SOAP record are the physician’s examination of the patient.

1.   A) Subjective

2.   B) Objective

3.   C) Assessment

4.   D) Plan

 

21) The ________ findings in a SOAP record are the patient’s description of the problem or the complaint.

1.   A) Subjective

2.   B) Objective

3.   C) Assessment

4.   D) Plan

 

 

 

22) Based on the Master Problem List and the initial problems of the patient, the physician

1.   A) Makes a diagnosis.

2.   B) Makes a prognosis.

3.   C) Begins a course of treatment.

4.   D) Defines an outcome.

 

23) All medical records should be kept until:

1.   A) The physician retires

2.   B) The practice closes

3.   C) The patient dies

4.   D) The possibility of a malpractice suit has passed

 

24) When a patient has died, moved away, or terminated their relationship with the physician, the file is considered to be:

1.   A) Active

2.   B) Closed

3.   C) Inactive

4.   D) Retired

 

25) What is the best measurement of the quality of care given to a patient?

1.   A) The medical record

2.   B) Patient compliance

3.   C) The physician’s reputation

4.   D) Patient cure rate

 

26) Patients ________ the right to inspect their medical documentation.

1.   A) have

2.   B) do not have

3.   C) must earn

4.   D) may sue the physician for

27) Which type of file pertains to current patients?

1.   A) Inactive

2.   B) Active

3.   C) Closed

4.   D) Closed storage

 

28) Which type of file relates to patients who have not seen the physician for six months?

1.   A) Active

2.   B) Inactive

3.   C) Closed

4.   D) Closed storage

 

 

 

29) Federal law ________ regulate retention time frames for patient’s medical records.

1.   A) Does

2.   B) Does not

3.   C) May opt to

4.   D) Can, in some cases

 

30) All ________ records must be kept according to the same retention schedule as that for older paper records.

1.   A) Physician

2.   B) Photocopied

3.   C) Inactive or closed

4.   D) Electronically stored