The best way for staff to help minimize the risk associated with patients who miss follow-up appointments is to:

A. 

Call patients within two days after missed appointments to reschedule, then document the communication effort in the medical record.

B. 

If time permits, send reminder cards a few weeks in advance and make reminder calls one or two days prior to all appointments.

C. 

Send a letter threatening to terminate the relationship with the patient unless he or she makes and keeps another appointment, and place a copy of the letter in the patient's file to help establish a record of noncompliance.

D. 

Send a graphic letter warning of the possible disastrous consequences to the patient's health for failure to keep follow-up appointments.

True or False: Staff should keep photocopies of patients' driver's licenses in their records.

True

False

When a staff member is involved in a dispute with a patient regarding standard office policy, the physician should:

A. 

Refrain from getting involved at all costs and let the staff member handle it.

B. 

Make an exception to the policy, particularly if the patient is vehement.

C. 

Support the staff member unless the situation warrants otherwise.

D. 

Admonish the staff member for failing to put the patient first.

True or False: Staff should have considerable decision-making authority regarding appointments and scheduling.

True

False

One expert estimates that of all the practice interactions that occur with a patient, only the following percentage actually involves the physician:

A. 

15%

B. 

25%

C. 

33%

D. 

40%

True or False: Staff should anticipate no-shows when scheduling patients and book "extra" appointments.

True

False

In order to supplement staff training in patient service and communication, a physician should consider:

A. 

Bringing in an expert.

B. 

Sending staff to off-site seminars.

C. 

Subscribing to a newsletter that deals with this topic.

D. 

All of the above.

True or False: Staff should greet patients upon their arrival and suggest that they make themselves comfortable in the waiting room.

True

False

If the physician is running behind schedule, staff should:

A. 

Reassure patients who have questions that they will be seen as soon as possible.

B. 

Explain to patients that it's an unusually busy day and that the physician is moving as fast as he/she can.

C. 

Refer all questions/complaints to the physician.

D. 

Let patients know and give them options (i.e., stay, reschedule or return later).

True or False: Physicians should ask staff to report problem patients who constantly question office policy and/or disrupt the office.

True

False