Quiz For It's a Team Sport – Optimal Office Flow

1 point(s)

What is the beginning of a good flow space?

Research and analysis

Correct Incorrect Correct answer

Redesign and plumbing

Correct Incorrect Correct answer

More staff stations

Correct Incorrect Correct answer

Less waiting area space

Correct Incorrect Correct answer

1 point(s)

What may be helpful for a large percentage of senior citizen patients?

Front ramp access

Correct Incorrect Correct answer

Extra bathrooms

Correct Incorrect Correct answer

Wider hallways and doors

Correct Incorrect Correct answer

Old magazines

Correct Incorrect Correct answer

1 point(s)

What could be discouraging to a team member?

Having breaks

Correct Incorrect Correct answer

Eating in a crowded, box-filled area

Correct Incorrect Correct answer

A lunch area away from patient interruptions

Correct Incorrect Correct answer

Free staff coffee

Correct Incorrect Correct answer

1 point(s)

Which of these will create a better environment for the patient and team?

Going into patient rooms to pull boxes and supplies with the patient present

Correct Incorrect Correct answer

Removing all color schemes

Correct Incorrect Correct answer

Crowded displays

Correct Incorrect Correct answer

Relocating displays into logical groupings

Correct Incorrect Correct answer

1 point(s)

What might filter everything that happens with a patient?

A first impression

Correct Incorrect Correct answer

Brochures

Correct Incorrect Correct answer

Advertisements

Correct Incorrect Correct answer

The background music

Correct Incorrect Correct answer

1 point(s)

What can help when a delay in the schedule arises?

Changing the TV channel in the waiting area

Correct Incorrect Correct answer

Good patient communication

Correct Incorrect Correct answer

Ignoring the patients

Correct Incorrect Correct answer

Staying away from the front desk

Correct Incorrect Correct answer

1 point(s)

What is true about an upset patient?

It won't matter if a patient is upset or not

Correct Incorrect Correct answer

They are easy to please

Correct Incorrect Correct answer

Rapport is instantaneous

Correct Incorrect Correct answer

The cause of their unhappiness might not be related to your office

Correct Incorrect Correct answer

1 point(s)

How can you assist a fellow team member who is feeling off pace?

Ignore them and work around them

Correct Incorrect Correct answer

Report them to your supervisor

Correct Incorrect Correct answer

Offer your help

Correct Incorrect Correct answer

Complain

Correct Incorrect Correct answer

1 point(s)

What will probably be on a dispensary website?

Personal addresses

Correct Incorrect Correct answer

Doctor's home phone number

Correct Incorrect Correct answer

Patient file numbers

Correct Incorrect Correct answer

Services available

Correct Incorrect Correct answer

1 point(s)

Why is it good to ask for a call back number before putting a patient on telephone hold?

So that the doctor will know the subject of the call

Correct Incorrect Correct answer

In case the patient is inadvertently disconnected

Correct Incorrect Correct answer

To be sure the patient is on your roster

Correct Incorrect Correct answer

To ascertain where your patient lives

Correct Incorrect Correct answer

1 point(s)

Where is a patient portal found?

In the reception area

Correct Incorrect Correct answer

Online

Correct Incorrect Correct answer

Near the rest room

Correct Incorrect Correct answer

In the dispensary

Correct Incorrect Correct answer

1 point(s)

Which of these is considered appropriate?

The use of local slang

Correct Incorrect Correct answer

The immediate use of the patient's first name

Correct Incorrect Correct answer

Good etiquette

Correct Incorrect Correct answer

The use of optical jargon

Correct Incorrect Correct answer

1 point(s)

What works well to guard HIPPA information?

Open file folders

Correct Incorrect Correct answer

Computers with easily read screens

Correct Incorrect Correct answer

Project trays left in public areas

Correct Incorrect Correct answer

An integrated computer and hand held system

Correct Incorrect Correct answer

1 point(s)

Which of these will help a patient to the next area?

A photocopied map of the office

Correct Incorrect Correct answer

Color coded lines on the floor

Correct Incorrect Correct answer

Handing the patient his or her chart to carry from room to room

Correct Incorrect Correct answer

Picture windows

Correct Incorrect Correct answer

1 point(s)

What is true about state mandated breaks?

They can be skipped

Correct Incorrect Correct answer

Staff can be asked to waive a break

Correct Incorrect Correct answer

An efficient team needs them to function well

Correct Incorrect Correct answer

They do not help staff morale

Correct Incorrect Correct answer

1 point(s)

Which of these can help to optimize patient flow?

Checklists

Correct Incorrect Correct answer

Cramped hallways

Correct Incorrect Correct answer

Boxes stacked in patient areas

Correct Incorrect Correct answer

Carpeting

Correct Incorrect Correct answer

1 point(s)

Which of these methods might be part of a service evaluation?

List how many chairs are in the waiting area

Correct Incorrect Correct answer

List the different stops encountered by the patient

Correct Incorrect Correct answer

Identify available parking

Correct Incorrect Correct answer

Keep all obsolete equipment

Correct Incorrect Correct answer

1 point(s)

After re-assessment of waiting times, when should patients be added?

If the cash flow is poor

Correct Incorrect Correct answer

If the patient demands it

Correct Incorrect Correct answer

When the waiting room is emptier than it used to be

Correct Incorrect Correct answer

Only on holidays

Correct Incorrect Correct answer

1 point(s)

What duty might need to be performed after the last patient is gone?

Order eyeglasses from the lab

Correct Incorrect Correct answer

Clean the doctors personal office

Correct Incorrect Correct answer

Double check patient phone numbers

Correct Incorrect Correct answer

Set the automatic coffee pot

Correct Incorrect Correct answer

1 point(s)

What can elevate a practice in all ways?

Location of the lab

Correct Incorrect Correct answer

Good hallways

Correct Incorrect Correct answer

A good team

Correct Incorrect Correct answer

Brand name frames

Correct Incorrect Correct answer

1 point(s)

Which special team member stays with a patient from beginning to end?

The doctor

Correct Incorrect Correct answer

A lab tach

Correct Incorrect Correct answer

The receptionist

Correct Incorrect Correct answer

A concierge

Correct Incorrect Correct answer

1 point(s)

What is true about training?

It is a mandatory procedure

Correct Incorrect Correct answer

It contributes to the interruption of patient flow

Correct Incorrect Correct answer

It leads to staff unhappiness

Correct Incorrect Correct answer

It might begin with a rushed introduction

Correct Incorrect Correct answer

1 point(s)

What procedure will help avoid the circumstance of a patient waiting for the only team member who can perform a specific task?

Press obsolete equipment into service

Correct Incorrect Correct answer

Cross-training of team members

Correct Incorrect Correct answer

Give the patient instructions on how to do the test

Correct Incorrect Correct answer

Skip the task altogether

Correct Incorrect Correct answer

1 point(s)

Which area of the office will all patients most likely access?

The staff lounge

Correct Incorrect Correct answer

The contact lens area

Correct Incorrect Correct answer

The waiting room

Correct Incorrect Correct answer

The rest room

Correct Incorrect Correct answer

1 point(s)

If the office does not use a concierge, who will probably escort the patient to the exam room?

The receptionist

Correct Incorrect Correct answer

The doctor

Correct Incorrect Correct answer

The file clerk

Correct Incorrect Correct answer

The clinical ECP

Correct Incorrect Correct answer

1 point(s)

When is triage used?

To determine if the patient is in the filing system

Correct Incorrect Correct answer

To delay returning phone calls

Correct Incorrect Correct answer

To determine if the patient complaint is an emergency, an urgency or routine

Correct Incorrect Correct answer

To bandage an ulcerated eye

Correct Incorrect Correct answer

1 point(s)

Which condition would be considered an emergency?

Lid twitches

Correct Incorrect Correct answer

Chemical burn

Correct Incorrect Correct answer

Lost eyeglasses

Correct Incorrect Correct answer

Difficulty with reading

Correct Incorrect Correct answer

1 point(s)

Which condition is an urgency?

Lid twitches

Correct Incorrect Correct answer

Patient lost their sunglasses

Correct Incorrect Correct answer

Patient found the dispensary in a phone directory

Correct Incorrect Correct answer

Sudden diplopia

Correct Incorrect Correct answer

1 point(s)

What will happen if the doctor discovers a new optical problem with a patient?

The flow may be slowed or halted altogether

Correct Incorrect Correct answer

The patient will automatically be referred to another doctor

Correct Incorrect Correct answer

The patient will automatically be sent back to the waiting room

Correct Incorrect Correct answer

The ECP will re-run all the tests

Correct Incorrect Correct answer

1 point(s)

Which of these is a method to ensure patient privacy?

Sign in sheet in plain sight of the public

Correct Incorrect Correct answer

The use of counter dividers

Correct Incorrect Correct answer

Discussing everything publicly at the reception desk

Correct Incorrect Correct answer

Leaving patient file folders in areas accessible to the public

Correct Incorrect Correct answer

1 point(s)

What is true about an initial handshake?

Be sure to wipe your hand on a towel before shaking hands

Correct Incorrect Correct answer

A handshake should be vigorous

Correct Incorrect Correct answer

A handshake should be performed in a friendly manner

Correct Incorrect Correct answer

Handshakes are frowned upon

Correct Incorrect Correct answer

1 point(s)

Which action will prepare a room for the next patient?

Clean the equipment only once a month

Correct Incorrect Correct answer

Leave the eyedrop bottles uncapped

Correct Incorrect Correct answer

Just wipe the equipment with a dry tissue

Correct Incorrect Correct answer

Remove materials from the previous exam

Correct Incorrect Correct answer

1 point(s)

What is a good action with a disruptive patient?

Argue with the patient

Correct Incorrect Correct answer

Take the patient out of the reception area

Correct Incorrect Correct answer

Ask the patient to leave immediately

Correct Incorrect Correct answer

Ignore the disruption

Correct Incorrect Correct answer

1 point(s)

When a patient’s glasses are ready, what action should be taken?

Call the patient to inform him or her the glasses are ready

Correct Incorrect Correct answer

File them away without calling the patient

Correct Incorrect Correct answer

Roll them up in bubble wrap

Correct Incorrect Correct answer

Re-label the frame with the price tag

Correct Incorrect Correct answer

1 point(s)

What does the S in SOAP stand for?

Student

Correct Incorrect Correct answer

Subjective

Correct Incorrect Correct answer

Single vision lens

Correct Incorrect Correct answer

Solo lens

Correct Incorrect Correct answer

1 point(s)

What is the correct action if a team member might have a contagious illness?

Ask him or her to come in any way so the office is not short staffed

Correct Incorrect Correct answer

Have the team member coach someone on the phone with a test procedure

Correct Incorrect Correct answer

Have the team member to stay home

Correct Incorrect Correct answer

Force the team member to work overtime on another day

Correct Incorrect Correct answer

1 point(s)

What might help to ensure the timely return of a patient?

Asking the patient to call you later in the week

Correct Incorrect Correct answer

A verbal reminder before he or she leaves

Correct Incorrect Correct answer

Giving the patient a post it not with the office phone number

Correct Incorrect Correct answer

Scheduling the follow-up visit before the patient leave

Correct Incorrect Correct answer

1 point(s)

What type of meeting is used to make team members aware of legal information?

A 3 – 5 minutes standing meeting

Correct Incorrect Correct answer

An "atta boy, atta girl" meeting

Correct Incorrect Correct answer

An informational meeting

Correct Incorrect Correct answer

A re-evaluation meeting

Correct Incorrect Correct answer

1 point(s)

What is the team goal according to this course?

To get the patient in and out of the office quickly

Correct Incorrect Correct answer

To provide patients with the best care and vision services available

Correct Incorrect Correct answer

To keep busy every second of the day

Correct Incorrect Correct answer

To be recognized as an outstanding team member

Correct Incorrect Correct answer

1 point(s)

What is true about patients?

They are always disruptive

Correct Incorrect Correct answer

They owe you their business

Correct Incorrect Correct answer

They should be rushed out the door

Correct Incorrect Correct answer

They are an important part of the team

Correct Incorrect Correct answer

Quiz For It's a Team Sport – Optimal Office Flow

Quiz For It's a Team Sport – Optimal Office Flow

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