Question 1

Which of the following does not create a positive image for a dental practice?

Accepted Answer

A) When requested,provide patients with the standard financial policy. 
B) Inform patients of the treatment process before treatment begins. 
C) Ask patients to bring you a summary of their policy. 
D) Keep notes about patient preferences,activities,special events,and likes and dislikes. 
A) When requested,provide patients with the standard financial policy. 
B) Inform patients of the treatment process before treatment begins. 
C) Ask patients to bring you a summary of their policy. 
D) Keep notes about patient preferences,activities,special events,and likes and dislikes. A

Question 2

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

Accepted Answer

10 minutes

Question 3

The telephone greeting should contain all the following,except:

Accepted Answer

A) a welcome statement 
B) the office hours 
C) the identity of the dental practice 
D) the identity of the person answering the phone 
A) a welcome statement 
B) the office hours 
C) the identity of the dental practice 
D) the identity of the person answering the phone B

Question 4

When dealing with an angry patient,_______.

Accepted Answer

A) involve others in the dispute 
B) do not become defensive 
C) avoid using humor 
D) pass the patient off to another team member 
A) involve others in the dispute 
B) do not become defensive 
C) avoid using humor 
D) pass the patient off to another team member

Question 5

All the following are strategies that can be used to provide outstanding customer service,except:

Accepted Answer

A) show appreciation. 
B) listen. 
C) set goals. 
D) emulate the image of other successful dental practices. 
A) show appreciation. 
B) listen. 
C) set goals. 
D) emulate the image of other successful dental practices.

Question 6

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?

Accepted Answer

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

Question 7

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.

Accepted Answer

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. 
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.

Question 8

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?

Accepted Answer

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

Question 9

Which of the following techniques will encourage a noncompliant patient to follow the dentist's instruction?

Accepted Answer

A) Emphasize negative,instead of positive,information. 
B) Tell the patient what you would do if you were in his/her position. 
C) Demonstrate the correct technique and have the patient demonstrate back to you. 
D) Ask closed-ended questions. 
A) Emphasize negative,instead of positive,information. 
B) Tell the patient what you would do if you were in his/her position. 
C) Demonstrate the correct technique and have the patient demonstrate back to you. 
D) Ask closed-ended questions.

Question 10

How can you provide exceptional,personal patient care?

Accepted Answer

A) Explain to the patient what will happen next. 
B) Allow the phone to go to voice mail if you are working with a patient. 
C) Use the patient's name at least once during your conversation. 
D) Both A and C 
A) Explain to the patient what will happen next. 
B) Allow the phone to go to voice mail if you are working with a patient. 
C) Use the patient's name at least once during your conversation. 
D) Both A and C

Question 11

When a patient is noncompliant with the treatment plan,a member of the treatment team should:

Accepted Answer

A) tell the patient that the doctor will no longer be able to treat him if he does not comply with instructions. 
B) describe outcomes if the patient follows instructions. 
C) describe in detail all possible complications that may ensue if instructions are not followed. 
D) tell the patient that he/she can be referred to another office for a second opinion about the necessary treatment. 
A) tell the patient that the doctor will no longer be able to treat him if he does not comply with instructions. 
B) describe outcomes if the patient follows instructions. 
C) describe in detail all possible complications that may ensue if instructions are not followed. 
D) tell the patient that he/she can be referred to another office for a second opinion about the necessary treatment.

Question 12

Each person who answers the telephone should _______.

Accepted Answer

A) use a unique script 
B) use the same script 
C) avoid the use of a script 
D) read the script,word for word 
A) use a unique script 
B) use the same script 
C) avoid the use of a script 
D) read the script,word for word

Question 13

According to Maslow's Hierarchy of Needs,_______ is pursued only once all other needs have been met.

Accepted Answer

A) self-actualization 
B) self-esteem 
C) love 
D) shelter 
A) self-actualization 
B) self-esteem 
C) love 
D) shelter

Question 14

A new patient consultation should take between _______.

Accepted Answer

A) 20 and 30 minutes 
B) 15 and 20 minutes 
C) 10 and 15 minutes 
D) 5 and 10 minutes 
A) 20 and 30 minutes 
B) 15 and 20 minutes 
C) 10 and 15 minutes 
D) 5 and 10 minutes

Question 15

Why is it important for all members of the dental team to respect the patient's decision to discontinue treatment?

Accepted Answer

A) To remain in compliance with HIPAA regulations 
B) To meet the patient's needs and understand his/her motives 
C) To avoid complaints filed with the state dental board 
D) To decrease the number of past due accounts 
A) To remain in compliance with HIPAA regulations 
B) To meet the patient's needs and understand his/her motives 
C) To avoid complaints filed with the state dental board 
D) To decrease the number of past due accounts

Question 16

When the assistant is on the phone and a call comes in,what is the proper way to answer the second call?

Accepted Answer

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

Question 17

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?

Accepted Answer

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

Question 18

Carl Rogers coined the term _______,which is an expression of total love and respect,no matter what the problem.

Accepted Answer

A) phenomenological approach 
B) unconditional positive regard 
C) humanistic theory 
D) fully functioning human beings 
A) phenomenological approach 
B) unconditional positive regard 
C) humanistic theory 
D) fully functioning human beings

Question 19

Match between columns
                        Premises: The dental team is professional and happy.
The dental practice has a memorable and pleasing name.
The first appointment went smoothly.
The Web site looks professional and is easy to navigate.
The office is easy to find.
The phone is answered quickly and the receptionist is friendly.
The advertisements are appealing.
The reception area is comfortable and clean.

Accepted Answer

The Answer of Investigation stage and Initial contact stage and is...

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

A) True 
 B)False

Which of the following does not create a positive image for a dental practice?

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

The telephone greeting should contain all the following,except:

When dealing with an angry patient,_______.

All the following are strategies that can be used to provide outstanding customer service,except:

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?

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.

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?

Which of the following techniques will encourage a noncompliant patient to follow the dentist's instruction?

How can you provide exceptional,personal patient care?

When a patient is noncompliant with the treatment plan,a member of the treatment team should:

Each person who answers the telephone should _______.

According to Maslow's Hierarchy of Needs,_______ is pursued only once all other needs have been met.

A new patient consultation should take between _______.

Why is it important for all members of the dental team to respect the patient's decision to discontinue treatment?

When the assistant is on the phone and a call comes in,what is the proper way to answer the second call?

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?

Carl Rogers coined the term _______,which is an expression of total love and respect,no matter what the problem.

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.

Orientation to the Dental Profession

Dental Basics

Communication Skills and Telephone Techniques

Written Correspondence

Dental Healthcare Team Communications

Computerized Dental Practice

Patient Clinical Records

Information Management

Dental Patient Scheduling

Recall Systems

Inventory Management

Dental Office Equipment

Financial Arrangements and Collection Procedures

Dental Insurance Processing

Bookkeeping Procedures: Accounts Payable

Bookkeeping Procedures: Accounts Receivable

Employment Strategies

Filters

Exam 5: Patient Relations

Which of the following does not create a positive image for a dental practice?

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

The telephone greeting should contain all the following,except:

When dealing with an angry patient,_______.

All the following are strategies that can be used to provide outstanding customer service,except:

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?

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.

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?

Which of the following techniques will encourage a noncompliant patient to follow the dentist's instruction?

How can you provide exceptional,personal patient care?

When a patient is noncompliant with the treatment plan,a member of the treatment team should:

Each person who answers the telephone should _______.

According to Maslow's Hierarchy of Needs,_______ is pursued only once all other needs have been met.

A new patient consultation should take between _______.

Why is it important for all members of the dental team to respect the patient's decision to discontinue treatment?

When the assistant is on the phone and a call comes in,what is the proper way to answer the second call?

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?

Carl Rogers coined the term _______,which is an expression of total love and respect,no matter what the problem.

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.

Orientation to the Dental Profession

Dental Basics

Communication Skills and Telephone Techniques

Written Correspondence

Dental Healthcare Team Communications

Computerized Dental Practice

Patient Clinical Records

Information Management

Dental Patient Scheduling

Recall Systems

Inventory Management

Dental Office Equipment

Financial Arrangements and Collection Procedures

Dental Insurance Processing

Bookkeeping Procedures: Accounts Payable

Bookkeeping Procedures: Accounts Receivable

Employment Strategies

Filters