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© 2009 The McGraw-Hill Companies, Inc. All rights reserved
5-1
Using and Maintaining Using and Maintaining Office EquipmentOffice Equipment
PowerPoint® presentation to accompany:
Medical AssistingThird Edition
Booth, Whicker, Wyman, Pugh, Thompson
5-2
© 2009 The McGraw-Hill Companies, Inc. All rights reserved
Learning Outcomes
5.1 Describe the types of office equipment used in a medical practice.
5.2 Explain how each piece of office equipment is used.
5.3 List the steps in making purchasing decisions for office equipment.
5.4 Compare and contrast leasing and buying.
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© 2009 The McGraw-Hill Companies, Inc. All rights reserved
5.5 Describe a warranty, a maintenance contract, and a service contract, and discuss the importance of each.
5.6 Identify when troubleshooting is appropriate and what actions may be taken.
5.7 List the information included in an equipment inventory.
Learning Outcomes (cont.)
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© 2009 The McGraw-Hill Companies, Inc. All rights reserved
5.8 Explain how HIPAA law applies to faxing confidential patient information.
5.9 Explain how HIPAA law applies to telephone conversations and conversations with patients.
Learning Outcomes (cont.)
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© 2009 The McGraw-Hill Companies, Inc. All rights reserved
Introduction
Clerical equipment is a necessity for medical offices Communication Medical records Patient billing, payroll, etc. Shredders for confidentiality Copiers
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© 2009 The McGraw-Hill Companies, Inc. All rights reserved
Introduction (cont.)
Role of medical assistant related to clerical equipment Evaluation Purchasing or leasing Operation Maintenance
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© 2009 The McGraw-Hill Companies, Inc. All rights reserved
Medical Office Equipment Generally we think of
medical equipment Blood pressure
monitors
Stethoscopes
X-ray machine
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© 2009 The McGraw-Hill Companies, Inc. All rights reserved
Office Communication Equipment
Business communication equipment
Telephones
Facsimile (fax) machines
Computers
Photocopiers
Technology today allows for information to be transmitted almost instantaneously throughout the world.
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© 2009 The McGraw-Hill Companies, Inc. All rights reserved
Telephone Systems and Call Handling
The telephone is the primary means for communication in a medical practice Incoming from patients
Outgoing Other doctors Hospitals and laboratories Other businesses
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© 2009 The McGraw-Hill Companies, Inc. All rights reserved
Telephone Systems
Multiple lines Key telephone system
Most commonly used in medical practices Features
Multiple lines for incoming or outgoing calls
Intercom line Hold button
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© 2009 The McGraw-Hill Companies, Inc. All rights reserved
Telephone Systems (cont.)
Multiple lines (cont.)
Switchboard and receptionist
Automated voice response
Selection menu
Voice over Internet Protocol (VoIP)
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© 2009 The McGraw-Hill Companies, Inc. All rights reserved
Call Handling Voice mail
Permits the caller to leave a message Caller never receives a busy signal
Patient courtesy phone Block long distance Keeps business lines free
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Call Handling (cont.)
Cell phones Turn off personal cell phone (staff and patients)
Interruption to communication Interference with medical equipment
Business uses Quick response by physician When traditional phones fail Key employees for business
outside office
Use cell phones only in clearly designated areas.
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© 2009 The McGraw-Hill Companies, Inc. All rights reserved
Call Handling (cont.)
Leaving messages on answering machines or faxes HIPAA requirements Only this information
Name of person for whom the message is intended
Date and time of call Name of office
Name of contact person Phone number Request for a return call
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© 2009 The McGraw-Hill Companies, Inc. All rights reserved
Call Handling (cont.)
Answering machine Used during non-office hours Outgoing message should state
Office hours How patient can reach
help in an emergency May or may not record message
from caller Must retrieve messages if machine is set to record
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© 2009 The McGraw-Hill Companies, Inc. All rights reserved
Call Handling (cont.)
Answering service Provide people to answer phone calls
Usually after hours
Take messages and communicate them to the physician on call
Check references prior to signing a contract for service
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© 2009 The McGraw-Hill Companies, Inc. All rights reserved
Pagers Small electronic devices that pick
up a signal and are used to reach physicians when they are out of the office
Technology Assigned a telephone number Beep, buzz, or vibrate when activated Window displays caller’s number or
a short message
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© 2009 The McGraw-Hill Companies, Inc. All rights reserved
Pagers (cont.)
Interactive pagers Two-way communication Mini-keyboard for responding to message
Real-time response Wireless Internet address
Uses e-mail address Communicates with other I-pagers Traditional page capabilities also
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© 2009 The McGraw-Hill Companies, Inc. All rights reserved
Facsimile Machines
Scan pages
Translate to electrical impulses
Transmit impulses over telephone lines
Convert impulses into an exact copy of original
Fax machines should have a dedicated phone line
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© 2009 The McGraw-Hill Companies, Inc. All rights reserved
Faxing
Benefits Send an exact copy in minutes Less expensive than overnight mail service Other uses for fax machine
Extra copy machine Extension for outgoing calls
Receive faxes 24 hours a day
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© 2009 The McGraw-Hill Companies, Inc. All rights reserved
Typewriters Of little use today
Medical forms for patients or from insurance companies
Electric vs. electronic models
Electronic typewriters can store limited amounts of information
Word Processors can store entire documents in memory
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© 2009 The McGraw-Hill Companies, Inc. All rights reserved
A personal emergency call has been received for the physician, who is currently not in the office. Which device or service would the medical assistant use to contact the physician?
Apply Your Knowledge
ANSWER: The medical assistant will use a pager or I-pager to contact a physician who is out of the office.
Hello! Right Answer!!!!
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© 2009 The McGraw-Hill Companies, Inc. All rights reserved
Office Automation Equipment
Equipment DescriptionPhotocopier Instantly reproduces documents; also
called a copy machine.
Adding machine and
calculator
Perform routine office arithmetic calculations
Folding and inserting machine
Prepares large volumes of outgoing mail or folded brochures
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© 2009 The McGraw-Hill Companies, Inc. All rights reserved
Office Automation Equipment (cont.)
Postage meters Apply postage to
mailings Property of USPS
Postage is prepaid to post office or postage meter service
Postage scales May be part of postage
meter Show weight Show cost to mail
packages
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© 2009 The McGraw-Hill Companies, Inc. All rights reserved
Dictation-Transcription Equipment
Physician records (dictates)
correspondence, patient records, etc.
Medical assistant transcribes the recorded words into a written document
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© 2009 The McGraw-Hill Companies, Inc. All rights reserved
Dictation-Transcription For accuracy
Physicians indicate date and type of document Names, addresses, and unfamiliar terms are spelled by
physician as he or she dictates information
Speech is made clearer by Volume controls Tone controls Speed controls that separate words
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© 2009 The McGraw-Hill Companies, Inc. All rights reserved
Check Writer A machine that imprints
checks
Name of payee and amount of check, once imprinted, cannot be changed
If incorrect information is entered, the check must be voided.
Write the word “void” in clear letters across the check or use a stamp with red ink
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© 2009 The McGraw-Hill Companies, Inc. All rights reserved
Paper Shredders
Machines that destroy documents by cutting them into small pieces
Used to eliminate Unneeded patient records Sensitive materials
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© 2009 The McGraw-Hill Companies, Inc. All rights reserved
Microfilm and Microfiche Readers
Used to read Microfilm is a roll of film imprinted with information
and stored on a reel Microfiche is film imprinted with information and
stored on rectangular sheets
Information stored is reduced in size dramatically
Accurate labeling and dating assists with locating information in either format
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© 2009 The McGraw-Hill Companies, Inc. All rights reserved
The medical assistant is newly employed in a medical practice that has been in existence for over 35 years. A patient is seen in the office for the first time since an initial visit 20 years ago. Where should the medical assistant consider looking for the initial medical record?
Apply Your Knowledge
ANSWER: The medical assistant should search for the information in the office microfilm or microfiche records.
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Preparing Recommendations
Contacting Suppliers
Purchasing Decisions
Evaluating Office Needs
Evaluating Warranty Options
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Leasing vs. Buying Equipment
Buying equipment allows owners to do whatever they choose, even sell the item(s) purchased Owner is responsible for servicing after warranty period
Leasing (renting) requires less out-of-pocket money, and rental cost may be negotiable Involves initial charge and monthly fee Equipment is usually serviced by the leasing company At the end of each lease period, the equipment can be
updated
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© 2009 The McGraw-Hill Companies, Inc. All rights reserved
Apply Your Knowledge
A large medical practice requires several photocopy machines and faxes. Would it be better to lease or buy this equipment, and why?
ANSWER: Leasing would most likely be the least expensive option, since the leasing company would be responsible for servicing the equipment. Large offices could save money and obtain up-to-date equipment with the leasing option.
Good Job!
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© 2009 The McGraw-Hill Companies, Inc. All rights reserved
Maintaining Office Equipment
The manual that comes with each piece of equipment describing operation and special features.
Equipment Manual
Maintenance and Service Contracts
Maintenance contracts specify when equipment will be cleaned and repaired.
Service contracts cover services not included in standard maintenance contract.
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© 2009 The McGraw-Hill Companies, Inc. All rights reserved
Maintaining Office Equipment (cont.)
Troubleshooting Steps
Eliminate possible simple causes
Test machine and record any error messages
Consult the equipment manual
Call manufacturer or place purchased
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© 2009 The McGraw-Hill Companies, Inc. All rights reserved
Backup Systems Computers
Backed up on tape Ensure that all information is retrievable if system fails
Telephones Cell phones
Electricity Emergency generator
Battery power Security and warning systems
Fire extinguishers Service and replace yearly
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© 2009 The McGraw-Hill Companies, Inc. All rights reserved
Equipment Inventory A method of documenting and tracking equipment
purchases Systems for inventory
Master inventory sheet contains all pertinent information
Detailed inventory forms may include Name of equipment Description Model and registration numbers Date and place of purchase Product warranty and estimated life Maintenance and service contracts
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© 2009 The McGraw-Hill Companies, Inc. All rights reserved
The medical office has just opened, and the medical assistant needs to make photocopies of two patient records, but the photocopy machine is not working. What should the medical assistant do?
Apply Your Knowledge
ANSWER: The medical assistant should start with the first step for troubleshooting an equipment problem, which is to eliminate possible simple causes. In this case, make sure that the machine is plugged in and turned on in addition and make sure the “power saver” is not activated.
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© 2009 The McGraw-Hill Companies, Inc. All rights reserved
In Summary
Office equipment is as important as medical equipment
Medical assistants may be expected to Operate equipment Make purchasing decisions Maintain equipment inventory Keep up-to-date with new technologies
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© 2009 The McGraw-Hill Companies, Inc. All rights reserved
End of ChapterEnd of Chapter 5End of Chapter 5
Technology means the systematic application of scientific or other organized knowledge to practical tasks.
— John Kenneth Galbraith