Telephone Message-Unit 3- Following through

For efficiency, many assistants set aside time and group outgoing calls together.

• True

• False

Which of these items may be found on a standard message form?

• Date and time of the call

• Caller's name and patient's name, correctly spelled

• Caller's telephone number

• Reason for the call

• All of the above

Why is it so important to keep a record of telephone messages?

• The second copy isn't used, but most message books come with two-part forms.

• To inform the patient's insurance carrier.

• Messages are considered to be legal documentation.

• One copy is for the physician, and the other is for a nurse.

A message pad and pens should be kept by the telephone in a medical office at all times.

• True

• False

Why should outgoing calls be kept short and to-the-point?

• It saves time for the person answering the call

• It saves the assistant time

• It helps to free the telephone lines sooner

• All of the above

Courtesy is far less important for outgoing telephone calls than it is for incoming calls.

• True

• False

Telephone messages in a medical office should be discarded immediately after action has been taken on them to protect patient privacy.

• True

• False

Why might an assistant avoid using the term "doctor" when leaving a telephone message for a patient?

• To protect the patient's privacy

• To use better courtesy

• To save time

What is the primary reason for verifying the caller's identity in a medical office?

• To ensure patient confidentiality is maintained

• To confirm the appointment time

• To update the patient's medical records

• To provide personalized medical advice

How often should the message pads be checked for accuracy in a medical office?

• Once a week

• At the end of each day

• At the beginning of each shift

• Every hour