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Kinn's Final Exam study guide 2024, 100% Complete with Questions and Correct Answers.
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Kinn's Final Exam study guide 2024, 100% Complete withQuestions and Correct Answers.
Try to use the person's name at least _______ times during the call.
three
Most physicians do not expect the medical assistant to screen all telephone calls.
False
Clarification helps reduce misunderstandings.
True
Which of the following will trigger reflection on the part of the patient?
-Could you repeat.....?
-When you said...what did you mean?
-How does that make you feel?
-What just happened?
How does that make you feel?
What just happened?
Most incoming calls are from the following sources
-Established patients calling for an appointment
-Laboratory reports
-New patients making an initial contact
The prescription refill should be authorized with the nurse's approval.
False.
When we speak about nonverbal communication, body language and the words that a person speaks
are in agreement.
False.
It is okay for me to answer the call by saying, "Please hold' without finding out who is calling.
False.
Tone is defined as the choice of words in regard to clearness, correctness, or effectiveness.
False.
I should not be chewing gum while on the telephone but eating or drinking is okay as long as the
patient cannot hear me eating or drinking.
, False.
Aggressive is defined as forceful, hostile, or destructive.
True
Most communication in a healthcare facility is confidential.
False.
To restate something is to say it again the exact same way. In this way, the person may hear it more
clearly the second time.
False.
The physician signs
Medical reports to insurance companies
When I take a telephone message, I must make sure that the person's name is listed. However, the
doctor will know the person's telephone number so I don't need that.
False.
Channel
Spoken word
Encode
Specific means of expression
Decode
Understanding of what is being said.
Feedback
Nod of the head.
External noise
Radio or Jackhammer
Who is known for the belief that ego develops as it resolves crises that are social in nature.
Erikson
Let no more than _____ minute to pass without breaking in with some reassuring comment.
one
It is okay for me to make personal calls as long as my work is done.
False.
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