1
Q
How has the patient doctor relationship evolved over the past 10 years?
A
- More interaction with doctor
- More accessible
- Patients are now more involved in their own care
- Patients have more freedom
- More options for referrals
- More patient portals have come out (EMR)
2
Q
What does MOA stand for?
A
Medical Office Assistant
3
Q
Describe 5 required skills of an MOA
A
- Organizational skills
- Computer literacy / data entry
- Medical transcription
- Knowledge of medical terminology
- Effective communication skills
4
Q
What does AHP stand for?
A
Administrative Health Professional
5
Q
What is a floater?
A
Rotating through different positions/departments
6
Q
Describe the 5 attributes of an MOA
A
- Professionalism
- Problem solving / critical thinking
- Cultural sensitivity
- Approachable/friendly
- Calm demeanor
- Good judgement
- Flexibility
- Initiative
- Empathy
7
Q
What is the definition of ethics and how does it come into play in a doctor’s office environment?
A
Understanding what is right and what is wrong.
- Knowing when to put your own opinions and beliefs aside
-Exercising good judgement - Being truthful and honest
- Respecting cultural/religious views
8
Q
How can health beliefs affect patient care?
A
A person’s health beliefs are influenced by things such as: religion, culture, social factors, life experiences and more. This could impact where patients seek help and or the types of treatment patients prefer.
9
Q
What are the 5 Dimensions of Wellness? What are the 3 New textbook dimensions?
A
- Physical
- Emotional
- Social
- Intellectual
- Spiritual
- Occupational
- Financial
- Environmental
10
Q
Describe the order of the stages of illness
A
Preliminary, acknowledgement, action, transition, resolution
11
Q
Explain Ethics - Autonomy
A
Autonomy recognizes the right of a mentally competent individual to make independent decisions without coercion once that have all the facts
12
Q
List important issues in health care
A
- The aging population
- The cost of prescription drugs
- Mental health & addiction
- Chronic disease
- Access to care and wait time
- Having enough PPE during COVID
13
Q
Explain Ethics - Veracity
A
Veracity means honesty and truthfulness.
- Patients expect honesty from healthcare professionals, also includes keeping health information confidential
14
Q
Explain Ethics - Fidelity
A
Fidelity refers to meeting the reasonable expectations of others.
Beneficence - act in the patient’s best interest.
Justice - fair treatment for all patients and equitable allocation of resources.
15
Q
Explain the Physical Dimension of Wellness
A
- Refers to body’s health and functioning
- Physical wellness includes good choices related to diet, exercise, risk taking behaviours and lifestyle
16
Q
Explain the Emotional Dimension of Wellness
A
- Involves recognizing your strengths and weaknesses
- Ability to analyze and deal with problems
- Knowing when you need help
- Able to manage stress and adjust to change
17
Q
Explain the Social Dimension of Wellness
A
- Relationships and interactions with others are integral part of everyday life
- Relationships provide support
- When working in health care need to interact in a positive manner
18
Q
Explain the Intellectual Dimension of Wellness
A
- Involves our cognitive ability to determine what is right and good for us
- Involves assessment and analysis and allows us to make choices to improve ourselves
19
Q
Explain the Spiritual Dimension of Wellness
A
- Can mean a belief in and dedication to a higher power
- Can give our lives purpose, direction, meaning and structure
- Can provide a sense of inner peace and harmony, can give hope and strength in illness
20
Q
What steps can you take as an MOA to help a patient new to Canada
A
- Provide clear instructions
- Direct the patient to the appropriate community service
- Have patience
- Be an advocate
21
Q
What are some differences in beliefs and practices outlined in Chapter 3?
A
- Concepts of illness and treatment (stop taking or don’t take prescriptions - will resort to traditional medicine.
- Attitudes and opinions towards mental health, modesty or end of life care/issues.
22
Q
What techniques can you use to deal with a patient with a language barrier?
A
- Leave room for questions
- Avoid using slang or uncommon words
- Have patience
- Speak slowly and clearly
- If repeating yourself, try saying it in another way.
- Use actions or props if able to
23
Q
Describe the different primary health care settings in Canada outlined in Chapter 4
A
- Solo practice - where doctors practice independently
- Group practice - several doctors may share office space, expenses and support staff
- Partnership - business formed by two or more individuals
- Professional Corporation - legally incorporated business
- Primary care groups - Health team approach
- Clinics - Health care setting that offers care to outpatients
- Walk in clinics - offer services without appointments
- Orphan patients - patient who does not have a family doctor and must go to walk in clinics or emergency departments
24
Q
What does the term Rostering refer to?
A
Establishing a list of patients who agree to participate in a primary health network according to the rules of the province or territory.
25
What are some options for finding a family doctor in Ontario?
- Register with Ontario's Health Care Connect service and have a nurse find a doctor or nurse practitioner for you.
- Contact and Ontario physician to ask if they are accepting new patients.
- Use the College of Physicians and Surgeons of Ontario's Find a doctor search.
26
List 4 Steps you can take as an MOA to stop the spread of medical or surgical asepsis
- Reception kept clean at all time
- Properly cleaning all instruments
- Clean exam rooms between patients
- Signs to wear masks
27
What information is found on an incident report?
- Date/time
- Summary of the event
- Detailed account of events leading up to the incident
- Who was present
- Who was notified of the event
- Result of the event
- Any action taken as a result of the event
- Evaluation and recommendations for prevention
28
What are the steps in the chain of infection?
1. Causative Organism
2. Host Reservoir
3. Portal of Exit - (feces, breath, genitals, wound, blood/secretions)
4. Portal of Entry - (nose, mouth, break in skin, genitals)
5. Susceptible Host
6. Incubation Period - (growth and multiplication of the pathogen)
7. Appearance of Clinical Signs
8. Cycle begins again
29
List 3 different immunizations described in Chapter 15
- Flu shot
- Hepatitis A & B
- MMR
- Tetanus
30
What are the benefits of plain language when communicating with a patient?
- Lead to effective clear oral communication
- Allows patients to understand you
- Focuses on your patient's needs
31
What steps can you take to deal with difficult patients?
- Empathy
- Treating patients with respect
- Warmth
- Listen to the patient and let them know you are acknowledging them and the situation
- Use appropriate body language
32
What is a macro?
A sequence of commands and functions that can be recalled with a single stroke.
- They eliminate the need to remember multiple steps
33
What is a form 8?
(Used in Ontario)
Used for all patients claiming WSIB benefits for work related illness or injury.
(Patient then has to have a FAF filled out before returning to work)
34
What are some tips outlined in Chapter 8 to use when taking calls from patients?
- Giving your name
- Be polite, prompt, precise, professional, positive and patient
- Respect patients right to privacy
- Repeat back info
(Taking a message) - Name of caller, patient, phone number, date/time, reason for call)
(Outgoing calls) - stay on track, be prepared, have required information in front of you, plan timing of calls
35
What tips did you learn after entering your 35 patients into Accuro?
- Use F6 keyboard shortcut to add new patient
- Always put office provider
- Always search for an existing patient to avoid duplicates
- F1 can be used to patient search
36
What are the different types of Appointment Schedules outlined in Chapter 9?
- Wave Scheduling
- Affinity Scheduling
- Blended
- Stream Scheduling
- Same day/advanced
- Double scheduling
37
What is Wave scheduling?
Compromise between open scheduling, scheduling by appointment. Some flexibility for patients, book for at same time each hour.
38
What is Affinity scheduling?
Scheduling patients in clusters based on the reason for their visit
- example book a day of diabetic patients
39
What is Blended scheduling?
Mixed of schedule appointments with affinity schedule appointment.
- Physical on certain times and dates.
- Vaccines on certain days.
- Baby checks on Wednesdays.
40
What is Stream scheduling?
Most common type of scheduling. Also known as fixed interval scheduling where each patient has a fixed specific time.
41
What is Same Day/Advanced scheduling?
Accommodate appointment requests within one or two days regardless of the reason.
42
What is Double scheduling?
Scheduling 2 patient appointments at the same time with the hope one appointment will take less time. This might be used as a full schedule and needs to accommodate urgent issues.
43
What does Triage mean?
Assessing the urgency of patients needed to be treated, responding accordingly.
-Not first come first serve, it is based on severity of issue. (Urgent first)
44
What are some possible disruptions to the schedule outlined in Chapter 9?
- Cancellations
- Short notice
- Can't get filled in time
- Late patients or no shows
- New patients not showing up at least 15-20 minutes before appointment to fill out paperwork
- Patient does not give correct reason for appointment, might be longer (major vs. minor)
45
What are the Advantages and Disadvantages of using Paper Charts?
Advantages:
- Easily accessible
- Easy to maintain confidentiality
Disadvantages:
- Easy to lose copies
- Having to purge regularly
- Possibilities to make mistakes while writing
46
What are the Advantages and Disadvantages of using Electronic Charts?
Advantages:
- Always having a copy of information
- Safer than paper
- Less time consuming
- Universal font (accessible to everyone)
Disadvantages:
- Rely on servers to access files
47
What are the different parts of an electronic medical record outlined in Chapter 13?
- Patient demographic info
- Medical history
- Social information
- Family history
- Medication list
- Allergy list
- Immunizations
48
What is a Solo practice?
where doctors practice independently
49
What is a group practice?
several doctors may share office space, expenses and support staff
50
What is a Partnership?
business formed by two or more individuals
51
What is a Professional Corporation?
legally incorporated business
52
What is a Primary care group?
Health team approach
53
What is a clinic?
Health care setting that offers care to outpatients
54
What is a walk-in clinic?
offer services without appointments
55
What are Orphan Patients?
patient who does not have a family doctor and must go to walk in clinics or emergency departments
OFFICE PRO - 1306
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