Patient Interaction Quiz

What should the practice do if a patient is asking if a particular procedure is performed there?

• Schedule a consultation with the doctor to further discuss options.

• Immediately schedule the procedure.

• Tell the patient the service is not offered without further discussion.

• Advise the patient to look for other practices.

If a patient wishes to schedule an appointment during their vacation which is 1 week from today but there is nothing available for 1 month, what is the recommended solution?

• Tell the patient to find another practice.

• Book the best available appointment and offer to put them on the cancellation list.

• Ask the patient to reschedule their vacation.

• Promise to create a slot within their vacation time.

What should be done first when a patient knows the name of their insurance but doesn't have their card on them?

• Ask the patient to call back with the insurance details before their appointment.

• Schedule the appointment without insurance details.

• Insist on having the insurance card before proceeding.

• Refuse to schedule the appointment.

What should the practice do if a patient calls in and they have no insurance or have insurance that is not accepted?

• Refuse to schedule an appointment.

• Schedule the appointment and discuss insurance later.

• Offer financing options if the practice supports them.

• Advise the patient to get accepted insurance.

What should the practice do when a patient will not schedule an appointment unless they are given pricing information?

• Refuse to provide any pricing information until the patient schedules an appointment.

• Offer payment plans, discount plans, or financing options such as CareCredit and encourage scheduling by creating a sense of urgency.

• Tell the patient that pricing information is confidential and cannot be shared.

• Advise the patient to look for cheaper options elsewhere.

How should a practice respond when a patient requests an appointment with a specific doctor who is not available or not accepting new patients?

• Insist that the patient wait until the specific doctor is available.

• Offer to schedule with a doctor who is available now and encourage the patient to visit the practice's website for more information about the doctors.

• Inform the patient that they must choose another practice.

• Avoid mentioning other doctors and schedule the patient for a much later date.

What is a suitable solution when a patient is uncertain of their family member's schedule for an appointment?

• Tell the patient to call back when they have the family member's schedule.

• Schedule the appointment without confirming the family member's availability.

• Offer to check the schedule for the family member and suggest booking the appointment a bit farther out to increase the likelihood of attendance.

• Advise the patient to have the family member call to schedule their own appointment.

What should be done when a patient is unaware of their own schedule?

• Ask the patient to figure out their schedule and call back.

• Create a sense of urgency for the patient to schedule and suggest booking the appointment a bit farther out.

• Schedule the patient for the next available slot without considering their preferences.

• Tell the patient that they cannot be helped until they know their schedule.

Why does the practice schedule cleanings for new patients on a separate day after their first appointment with the doctor?

• To allow time for the patient to get to know the practice

• To ensure there are no issues such as needing a deep cleaning, having loose fillings, or having cracked teeth

• Because the cleaning equipment is only available on separate days

• To make scheduling easier for the practice staff

What should you say if you encounter a dead call?

• Please leave a message after the beep.

• If you can hear me, please hang up and try calling again.

• If you can hear me, please give us a call back

• We are currently unavailable, please call during business hours.