Bài giảng môn Medical Assisting - Chapter 5: Using and Maintaining Office Equipment

5Using and Maintaining Office Equipment5-*Learning Outcomes5.1 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-*5.4 Compare and contrast leasing and buying.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.Learning Outcomes (cont.)5-*5.7 List the information included in an equipment inventory.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.)5-*IntroductionClerical equipment is a necessity for medical officesCommunicationMedical recordsPatient billing, payroll, etc.Shredders for confidentiality Copiers5-*Introduction (cont.)Role of medical assistant related to clerical equipmentEvaluation Purchasing or leasingOperationMaintenance 5-*Medical Office EquipmentGenerally we think of medical equipmentBlood pressure monitorsStethoscopesX-ray machine5-*Office Communication EquipmentBusiness communication equipmentTelephonesFacsimile (fax) machinesComputersPhotocopiersTechnology today allows for information to be transmitted almost instantaneously throughout the world.5-*Telephone Systems and Call HandlingThe telephone is the primary means for communication in a medical practiceIncoming from patientsOutgoingOther doctorsHospitals and laboratoriesOther businesses5-*Telephone SystemsMultiple linesKey telephone systemMost commonly used in medical practicesFeatures Multiple lines for incoming or outgoing callsIntercom lineHold button5-*Telephone Systems (cont.)Multiple lines (cont.)Switchboard and receptionistAutomated voice responseSelection menu Voice over Internet Protocol (VoIP)5-*Call HandlingVoice mailPermits the caller to leave a messageCaller never receives a busy signalPatient courtesy phoneBlock long distanceKeeps business lines free5-*Call Handling (cont.)Cell phonesTurn off personal cell phone (staff and patients)Interruption to communicationInterference with medical equipmentBusiness usesQuick response by physicianWhen traditional phones failKey employees for business outside officeUse cell phones only in clearly designated areas.5-*Call Handling (cont.)Leaving messages on answering machines or faxesHIPAA requirementsOnly this informationName of person for whom the message is intendedDate and time of callName of officeName of contact personPhone numberRequest for a return call5-*Call Handling (cont.)Answering machineUsed during non-office hoursOutgoing message should stateOffice hoursHow patient can reach help in an emergencyMay or may not record messagefrom callerMust retrieve messages if machine is set to record5-*Call Handling (cont.)Answering serviceProvide people to answer phone callsUsually after hoursTake messages and communicate them to the physician on callCheck references prior to signing a contract for service5-*PagersTechnologyAssigned a telephone number Beep, buzz, or vibrate when activatedWindow displays caller’s number or a short messageInteractive pagersTwo-way communicationMini-keyboard for responding to messageWireless Internet addressCommunicates with other I-pagersTraditional page capabilities also5-*Facsimile MachinesScan pagesTranslate to electrical impulsesTransmit impulses over telephone linesConvert impulses into an exact copy of originalFax machines should have a dedicated phone line5-*FaxingBenefitsSend an exact copy in minutesLess expensive than overnight mail serviceOther uses for fax machine Extra copy machine Extension for outgoing callsReceive faxes 24 hours a day5-*TypewritersOf little use todayMedical forms for patients or from insurance companiesElectric vs. electronic models Today computers are most often used to create and manipulate documents5-*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 KnowledgeANSWER: The medical assistant will use a pager or interactive pager to contact a physician who is out of the office.Hello! Right Answer!!!!5-*Office Automation EquipmentEquipmentDescriptionPhotocopierInstantly reproduces documents; also called a copy machine.Adding machine and calculatorPerform routine office arithmetic calculationsFolding and inserting machinePrepares large volumes of outgoing mail or folded brochures5-*Office Automation Equipment (cont.)Postage metersApply postage to mailings Property of USPSPostage is prepaid to post office or Postage meter servicePostage scalesMay be part of postage meterShow weight Show cost to mail packages5-*Dictation-Transcription EquipmentPhysician records (dictates) correspondence, patient records, etc.Medical assistants may transcribe the dictation into a written document5-*Dictation-Transcription Equipment (cont.)Equipment varies but all will have similar controlsStart/stopReverse/fast-forwardVolume/toneSpeed HeadphoneCounter Call-in transcription servicesVoice recognition software5-*Dictation-TranscriptionFor accuracy, the physician shouldIndicate date and type of document Spell out names, addresses, and unfamiliar termsVerbalize punctuationSpeak clearly and slowly5-*Check WriterA machine that imprints checksName of payee and amount of check, once imprinted, cannot be changedIf 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 inkVOID5-*Paper ShreddersMachines that destroy documents by cutting them into small piecesUsed to eliminateUnneeded patient recordsSensitive materials5-*Microfilm and Microfiche ReadersUsed to readMicrofilm is a roll of film imprinted with information and stored on a reelMicrofiche is film imprinted with information and stored on rectangular sheets5-*Apply Your KnowledgeCorrect!Match the following: Photocopier Postage meter Adding machine Check writer Folding machine ShredderImprints name of payee & amount Used to destroy documentsApplies postageReproduces documentsPerforms calculationsPrepares large volumes of outgoing mailACBDEF5-*Preparing RecommendationsContacting SuppliersPurchasing DecisionsEvaluating Office NeedsEvaluating Warranty Options 5-*Leasing vs. Buying EquipmentBuy equipment – purchaser becomes ownerLease Requires less out-of-pocket money – equipment can often be updated at the end of the lease periodEquipment is usually serviced by the leasing companyPayments may be tax deductable 5-*Apply Your KnowledgeA 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!5-*Maintaining Office EquipmentThe manual that comes with each piece of equipment describing operation and special features.Equipment ManualMaintenance and Service ContractsMaintenance contracts specify when equipment will be cleaned and repaired.Service contracts cover services not included in standard maintenance contract. 5-*Troubleshooting Office Equipment (cont.)StepsEliminate possible simple causesTest machine and record any error messagesConsult the equipment manualCall manufacturer or place purchasedStepsEliminate possible simple causesTest machine and record any error messagesConsult the equipment manualCall manufacturer or place purchased5-*Backup SystemsComputers Backed up on tape Ensure that all information is retrievable if system failsTelephones Cell phones Electricity Emergency generatorBattery power Security and warning systemsFire extinguishers Service and replace yearly5-*Equipment InventoryA method of documenting and tracking equipment purchasesSystems for inventoryMaster inventory sheet contains all pertinent informationDetailed inventory forms may includeName of equipmentDescriptionModel and registration numbersDate and place of purchaseProduct warranty and estimated lifeMaintenance and service contracts5-*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 KnowledgeANSWER: 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, and make sure the “power saver” is not activated.Right!5-*In Summary5.1 Types of office equipment used in a medical office Fax machines ComputersPhotocopiers Postage metersPaper shreddersDictation/transcription machinesScannersAll-in-one equipment5.2 Telephone systems are the primary communication tool in a medical office. Others includeAnswering machines and answering services Fax machines Computers Transcription equipment 5-*In Summary (cont.)5.3 To effectively establish your medical office’s needs and supplies, you must Evaluate the needsDetermine if you want to purchase or lease major equipmentPrepare a recommendation and negotiate for best pricing5.4 The decision to buy or lease is critical. Buying a product means that it belongs to the office Leasing allows you to keep more of your money, and is tax deductible for business owners5-*In Summary (cont.)5.5 A maintenance contract differs from a service contract. A service contract covers services that are not included in the maintenance agreement A maintenance contract includes regular checkpoint reportsA warranty is a contract that guarantees free service and replacement of parts for a certain period5.6 Troubleshooting is appropriate when a piece of equipment stops functioning properly. Determine and correct the problem yourself Use your equipment manual If the problem persists, contact your service agent5-*In Summary (cont.)5.7 The equipment inventory includesThe name of the equipmentA description of the equipmentModel and registration numbersDate and place of purchase Product warranty and maintenance and service contracts5-*In Summary (cont.)5.8 HIPAA states that the medical staff must maintain confidentially by placing fax machines in secure locations. 5.9 It is imperative that the medical staff abide by the HIPAA law when it pertains to a patient’s privacy on the telephone.5-*Technology means the systematic application of scientific or other organized knowledge to practical tasks.   — John Kenneth GalbraithEnd of Chapter 5