Test Bank For Practice Management for the Dental Team, 9th Edition

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Chapter 01: The Dental Team in the Business of DentistryFinkbeiner: Practice Management for the Dental Team, 9th EditionMULTIPLE CHOICE1.A dental management company is defined as:a.the process of providing quality care for the patient.b.an outside agency designed to affiliate itself with a group of professionals tomanage the business component of a dental practice.c.a healthcare profession concerned with the care of the teeth and surroundingtissues.d.an enterprise in which one is engaged to achieve a livelihood.ANS:BA dental management company is an outside agency designed to affiliate itself with a group ofprofessionals to manage the business component of a dental practice. The process ofproviding quality care for the patient is the definition of service. A healthcare professionconcerned with the care of the teeth and surrounding tissues is the definitionof dentistry. Theenterprise in which one is engaged to achieve a livelihood is the definition of business.DIF:RecallREF:Key Terms, p. 1 | Types of Dental Practices, p. 7OBJ:1TOP:CDA, GC, II. Patient Management and Administrative Duties2.A CDT is a certified:a.dental assistant.b.c.d.chairside dental assistant.ANS:BA CDT is a dental laboratory technician (DT) who has passed a national certification exam tobecome a certified dental technician (CDT). A dental assistant (DA) is a person in the dentaloffice who provides service in the practice other than the dentist. Acommunity dental healthcoordinator (CDHC) is an individual trained to provide basic preventive care and patienteducation and to help those patients with unmet dental care needs to access dental services.The chairside dental assistant is the person whoassists the dentist at chairside during patienttreatment.DIF:RecallREF:Members of the Dental Team, p. 4OBJ:3TOP:CDA, GC, II. Patient Management and Administrative Duties3.The ___ is commonly the leader of the dental office.a.dentistb.dental assistantc.dental hygienistd.administrative assistantANS:APractice Management for the Dental Team 9th Edition Finkbeiner Test Bankdental laboratory technician.community dental health coordinator.

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The dentist is commonly the leader in a dental practice. The dental assistant may havemanagement responsibilities but is not commonly a leader of the dental office. The dentalhygienist may have management responsibilities but is not commonly a leader of the dentaloffice. The administrative assistant may have management responsibilities but is notcommonly a leader of the dental office.DIF:ComprehensionREF:Dentistry as a Business, p. 6OBJ:2TOP:CDA, GC, II. Patient Management and Administrative Duties4.A group of dentists may practice with the assistance of a dental management company whichhandles the business aspects of the practice. A group practice may be formed with an outsidecompany that manages both the business and clinical aspects of the practice.a.Both the statements are true.b.Both the statements are false.c.The first statement is true, and the second is false.d.The first statement is false, and the second is true.ANS:AA group practice may be formed by more than one dentist either via a legal agreement witheach other and managed by themselves, or it may be formed with a dental managementcompany that manages the business aspect of the practice. In this case, the clinical portion ofthe group is governed by the dentists themselves. It is also possible for a group practice to bemanaged by an outside company that controls both the business and clinical components ofthe practice.DIF:ComprehensionREF:Types of Dental Practices, p. 7OBJ:6TOP:5.Expanded practice and independent practice for dental hygienists have come about in part dueto access-to-care issues. Federal regulations govern the scope and limitthe practice settings.a.Both statements are true.b.Both statements are false.c.The first statement is false; the second statement is true.d.The first statement is true; the second statement is false.ANS:DThe first statement is true; the second statement is false. Expanded practice and independentpractice for dental hygienists have come about in part due to access-to-care issues. However,State, not Federal regulations govern the scope and limit the practice settings for dentalhygienists.DIF:ComprehensionREF:Types of Dental Hygiene Practices, p. 9OBJ:7TOP:CDA, GC, II. Patient Management and Administrative Duties6.All of the following are objectives in the healthcare role of dentistry except one.Which one is the exception?a.Promote prevention.b.Exhibit a willingness to share knowledge.c.Operate efficiently.d.Emulate the highest standards of patient-centered care.ANS:CPractice Management for the Dental Team 9th Edition Finkbeiner Test BankCDA, GC, II. Patient Management and Administrative Duties

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Operate efficiently is the exception. To operate efficiently is a business criteria. Objectives inthe healthcare role of dentistry include: promote prevention, exhibit a willingness to shareknowledge, and emulate the highest standards of patient-centered care.DIF:ComprehensionREF:Intro, p. 2OBJ:2TOP:CDA, GC, II. Patient Management and Administrative Duties7.Service is a result of clinical and cognitive skills. Service is a system of accommodating orproviding assistance to another person.a.Both statements are true.b.Both statements are false.c.The first statement is false; the second statement is true.d.The first statement is true; the second statement is false.ANS:CThe first statement is false; the second statement is true. Service is not a result of clinical andcognitive skills but rather of attitudinal skills that evolve into a commitment to the welfare ofothers.DIF:ComprehensionREF:Dentistry as a Service Profession, p. 6OBJ:5TOP:CDA, GC, II. Patient Management and Administrative Duties8.Certified Dental Assistant (CDA) is granted by:a.American Dental Association.b.American Dental Assisting Association.c.Dental Assisting National Board.d.Dental Assisting Certification Association.ANS:CThe Dental Assisting National Board offers exams and grants certification for dentalassistants. The American Dental and the American Dental Assisting Associations areprofessional organizations which do not provide the CDA certification. There is no entitynamed Dental Assisting Certification Association.DIF:ComprehensionREF:Members of the Dental Team, p. 3OBJ:3TOP:CDA, GC, II. Patient Management and Administrative Duties9.The first step in opening a dental or dental hygiene practice is to develop a business plan. Abusiness plan describes the type of practice to be developed, goals for the practice, adescription of the planned patient base, and includes financial plans.a.Both statements are true.b.Both statements are false.c.The first statement is false; the second statement is true.d.The first statement is true; the second statement is false.ANS:ABoth statements are true. Before a dental or dental hygiene practice can be developed, abusiness plan needs to be developed. A business plan describes the type of practice to bedeveloped, goals for the practice, a description of the planned patient base, and includesfinancial plans.DIF:RecallREF:How to Start a Practice, p. 9OBJ:8Practice Management for the Dental Team 9th Edition Finkbeiner Test Bank

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TOP:CDA, GC, II. Patient Management and Administrative Duties10.The Doctor of Dental Surgery (DDS) degree is the same degree as an Oral and MaxillofacialSurgery degree. The Doctor of Dental Medicine (DMD) is a degree granted to a dentist upongraduation from a university dental school.a.Both statements are true.b.Both statements are false.c.The first statement is false; the second statement is true.d.The first statement is true; the second statement is false.ANS:CThe first statement is false; the second statement is true. The DDS and DMD are essentiallythe same degrees and are granted to dentists upon graduation from university dental schools.An Oral and Maxillofacial Surgery degree is a dental specialty requiring education beyond aDDS or DMD degree.DIF:ComprehensionREF:General Dentistry, p. 7 | Specialties of Dentistry, p. 8OBJ:6TOP:CDA, GC, II. Patient Management and Administrative Duties11.The specialty of dentistry that includes the diagnosis,prevention, interception, and correctionof all forms of a malocclusion and of neuromuscular and skeletal abnormalities of thedeveloping or mature orofacial structures is referred to as:a.endodontics.b.orthodontics and dentofacial orthopedics.c.periodontics.d.prosthodontics.ANS:BOrthodontics and dentofacial orthopedics is the dental specialty that includes the diagnosis,prevention, interception, and correction of all forms of malocclusion and of neuromuscularand skeletal abnormalities of the developing or mature orofacial structures. Endodontics is thespecialty concerned with the morphology, physiology, and pathology of the dental pulp and itsassociated tissues. Periodontics is the specialty of dentistry that encompasses the prevention,diagnosis, and treatment of diseases of the supporting and surrounding tissues of the teeth ortheir replacements and the maintenance of the health, function, and esthetics of thesestructures and tissues. Prosthodontics is the dental specialty that involves the diagnosis,treatment planning, rehabilitation, and maintenance of the oral function, comfort, appearance,and health of patients with conditions associated with missing or deficient teeth or other oraland maxillofacial tissues.DIF:RecallREF:Specialties of Dentistry, p. 8OBJ:6TOP:CDA, GC, II. Patient Management and Administrative Duties12.The specialty of dentistry that includes the prevention, diagnosis, and treatment of diseases ofthe supporting and surrounding tissues of the teeth or their replacements and the maintenanceof the health, function, and esthetics of these structures and tissues is referred to as:a.endodontics.b.orthodontics and dentofacial orthopedics.c.periodontics.d.prosthodontics.Practice Management for the Dental Team 9th Edition Finkbeiner Test Bank

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ANS:CPeriodontics is the specialty of dentistry that encompasses the prevention, diagnosis, andtreatment of diseases of the supporting and surrounding tissues of the teeth or theirreplacements and the maintenance of the health, function, and esthetics of these structures andtissues. Endodontics is the specialty concerned with the morphology, physiology, andpathology of the dental pulp and its associated tissues. Orthodontics and dentofacialorthopedics is the dental specialty that includes the diagnosis, prevention, interception, andcorrection of all forms of malocclusion and of neuromuscular and skeletal abnormalities of thedeveloping or mature orofacial structures. Prosthodontics is the dental specialty that involvesthe diagnosis, treatment planning, rehabilitation, and maintenance of the oral function,comfort, appearance, and health of patients with conditions associated with missing ordeficient teeth or other oral and maxillofacial tissues.DIF:RecallREF:Specialties of Dentistry, p. 8OBJ:6TOP:CDA, GC, II. Patient Management and Administrative Duties13.The specialty of dentistry includes the diagnosis, treatment planning, rehabilitation, andmaintenance of the oral function, comfort, appearance, and health of patients with conditionsassociated with missing or deficient teeth or other oral and maxillofacial tissues is referred toas:a.endodontics.b.orthodontics and dentofacialorthopedics.c.periodontics.d.prosthodontics.ANS:Danning,rehabilitation, and maintenance of the oral function, comfort, appearance, and health ofpatients with conditions associated with missing or deficient teeth or other oral andmaxillofacial tissues. Endodontics is the specialty concerned with the morphology,physiology, and pathology of the dental pulp and its associated tissues. Orthodontics anddentofacial orthopedics is the dental specialty that includes the diagnosis, prevention,interception, and correction of all forms of malocclusion and of neuromuscular and skeletalabnormalities of the developing or mature orofacial structures. Periodontics is the specialty ofdentistry that encompasses the prevention, diagnosis, and treatment of diseases of thesupporting and surrounding tissues of the teethor their replacements and the maintenance ofthe health, function, and esthetics of these structures and tissues.DIF:RecallREF:Specialties of Dentistry, pp. 8-9OBJ:6TOP:CDA, GC, II. Patient Management and Administrative Duties14.The specialty of dentistry that provides both primary and comprehensive preventive andtherapeutic oral healthcare for children from infancy through adolescence and also includesthe care of patients with special healthcare needs beyond the age of adolescence is referred toas:a.oral and maxillofacial radiology.b.pediatric dentistry.c.periodontics.d.orthodontics.Practice Management for the Dental Team 9th Edition Finkbeiner Test BankProsthodontics is the dental specialty that involves the diagnosis, treatment pl

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ANS:BPediatric dentistry is the dental specialty that provides both primary and comprehensivepreventive and therapeutic oral healthcare for children from infancy through adolescence andalso includes the care of patients with special healthcare needs beyond the age of adolescence.Oral and maxillofacial radiology is the specialty concerned with the production andinterpretation of images and data produced by all forms of radiant energy used for thediagnosis and management of diseases, disorders, and conditionsof the oral cavity and themaxillofacial region. Periodontics is the specialty of dentistry that encompasses theprevention, diagnosis, and treatment of diseases of the supporting and surrounding tissues ofthe teeth or their replacements and the maintenance of the health, function, and esthetics ofthese structures and tissues. Orthodontics and dentofacial orthopedics is the dental specialtythat includes the diagnosis, prevention, interception, and correction of all forms ofmalocclusion and of neuromuscular and skeletal abnormalities of the developing or matureorofacial structures.DIF:RecallREF:Specialties of Dentistry, p. 8OBJ:6TOP:CDA, GC, II. Patient Management and Administrative Duties15.The specialty of dentistry that concerned with the production and interpretation of images anddata produced by all forms of radiant energy used for the diagnosis and management ofdiseases,disorders, and conditions of the oral cavity and the maxillofacial region is referred toas:a.oral and maxillofacial radiology.b.pediatric dentistry.c.periodontics.d.orthodontics.ANS:AOral and maxillofacial radiology is the specialty concerned with the production andinterpretation of images and data produced by all forms of radiant energy used for thediagnosis and management of diseases, disorders, and conditions of the oral cavity and themaxillofacial region. Pediatric dentistry is the dental specialty that provides both primary andcomprehensive preventive and therapeutic oral healthcare for children from infancy throughadolescence and also includes the care of patients with special healthcare needs beyond theage of adolescence. Periodontics is the specialty of dentistry that encompasses the prevention,diagnosis, and treatment of diseases of the supporting and surrounding tissues of the teeth ortheir replacements and the maintenance of the health, function, and esthetics of thesestructures and tissues. Orthodontics and dentofacial orthopedics is the dental specialty thatincludes the diagnosis, prevention, interception, and correction of all forms of malocclusionand of neuromuscular and skeletal abnormalities of the developing or mature orofacialstructures.DIF:RecallREF:Specialties of Dentistry, p. 8OBJ:6TOP:CDA, GC, II. Patient Management and Administrative DutiesTRUE/FALSE1.The traditional education of the dentist has placed great emphasis on developing the practicemanagement skills of the dentist.Practice Management for the Dental Team 9th Edition Finkbeiner Test Bank

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ANS:FThe traditional education of the dentist has placed great emphasis on developing a highlycompetent diagnostician and clinician but has often left a noticeable void in the area ofpractice management.DIF:RecallREF:Dentistry as a Business, p. 6OBJ:2TOP:CDA, GC, II. Patient Management and Administrative Duties2.Financial activities should take place in the clinical area of the dental office.ANS:FThe business office should assume its rightful name because all business activities of thepractice take place there, including financial transactions, patient and staff communication,appointment management, recall, inventory, insurance management, and records maintenance.DIF:ComprehensionREF:Dentistry as a Business, p. 6OBJ:2TOP:CDA, GC, II. Patient Management and Administrative Duties3.Patients rate service as the most important thing they can receive.ANS:TDental treatment may be the objective for a patient; however, the dental staff must beconstantly aware that when patients come to the office to seek treatment, they are seeking themost important product, service. Patients remain with a dental practice only if they aresatisfied with the services rendered.DIF:ComprehensionREF:Dentistry as a Service Profession, p.6OBJ:5TOP:4.Licensed Dental Assistant (LDA) is a credential granted to a dental assistant by DANB afterthe successful completing of the educational requirements needed to perform additionalclinical duties in a dental office.ANS:FThe Licensed Dental Assistant (LDA) is a credential granted to a dental assistant by a specificstate after the successful completing of the educational requirements needed to performadditional clinical duties in a dental office. DANB offers testing and credentialing for theNational Certified Dental Assisting Certifications.DIF:RecallREF:Dental Assistant, p. 3OBJ:3TOP:CDA, GC, II. Patient Management and Administrative Duties5.The Registered Dental Hygienist in Alternative Practice (RDHAP) is a licensed registereddental hygienist with specialized training that holds a specific license in CA to allow him orher to practice in settings outside of the traditional dental office without the supervision of adentist.ANS:TPractice Management for the Dental Team 9th Edition Finkbeiner Test BankCDA, GC, II. Patient Management and Administrative Duties

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The RDHAP—Registered Dental Hygienist in Alternative Practice—is a licensed registereddental hygienist with specialized training that holds a specific license in CA to allow him orher to practice in settings outside of the traditional dental office without the supervision of adentist.DIF:RecallREF:Key Terms, p. 1 | Types of Dental Hygiene Practices, p. 9OBJ:7TOP:CDA, GC, II. Patient Management and Administrative Duties6.Before officially opening forbusiness, the independent dental hygienist needs to find acredible insurance agent to assist in obtaining needed liability insurance.ANS:TPrior to opening the doors for business, the practitioner needs to obtain liability insurance. Atthis point, the new practitioner needs to find a trusted insurance agent who will explain thetypes of insurance necessary for the practice.DIF:ComprehensionREF:How to Start a Practice, p. 10OBJ:8TOP:CDA, GC, II. Patient Management and Administrative Duties7.The Community Dental Health Coordinator (CDHC) is restricted to practice in specific areasof the United States.ANS:TCDHC—Community Dental Health Coordinator—is an individual trained to provide basicpreventive care and patient education and to help those patients with unmet dental care needsto access dental services. These specialists only practice in certain areas of the United States.DIF:RecallREF:OBJ:4TOP:CDA, GC, II. Patient Management and Administrative Duties8.Independent Dental hygienists in the United States cannot establish their own stand-alonepractice without a collaboration agreement and/or supervision of a dentist.ANS:FCommonly these independent practitioners must still work under a collaborative managementagreement and/or supervision of a dentist. In some states, the dental hygienist is able to workwithout the supervision of the dentist and, in fact, can establish their own stand-alone dentalhygiene practice.DIF:RecallREF:Types of Dental Hygiene Practices, p. 9OBJ:7TOP:CDA, GC, II. Patient Management and Administrative Duties9.As a business, the dental practice must maintain financial independence.ANS:TAs a business, an enterprise in which one is engaged to achieve a livelihood, the dentalpractice must meet several criteria, including to maintain financial independence.DIF:RecallREF:Intro, p. 2OBJ:2TOP:CDA, GC, II. Patient Management and Administrative DutiesPractice Management for the Dental Team 9th Edition Finkbeiner Test BankEmerging Workforce Models, p. 5

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10.Listening to the patient’s concerns is an activity that promotes service.ANS:TPatients seek care but consider service as most important. Taking time to listen to the patient’sconcerns is an activity that promotes service.DIF:ComprehensionREF:Dentistry as a Service Profession, Box 1.1, p. 7OBJ:5TOP:CDA, GC, II. Patient Management and Administrative DutiesPractice Management for the Dental Team 9th Edition Finkbeiner Test Bank

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Chapter 02: Dental Team ManagementFinkbeiner: Practice Management for the Dental Team, 9th EditionMULTIPLE CHOICE1.The five Rs of management are:a.rally, recognition, rapport, responsibility, and refuse.b.reading, responsibility, recognition, respect, and rapport.c.responsibility, respect, rapport, recognition, and remuneration.d.reaffirmation,remuneration, reflection, rapport, and recognition.ANS:CSuccessful management can be attributed to responsibility, respect, rapport, recognition, andremuneration. Reading is not attributed to successful management. Rally and refuse are notattributed to successful management. Reaffirmation and reflection are not attributed tosuccessful management.DIF:RecallREF:The “Five Rs” of Management, pp. 20-21OBJ:9TOP:CDA, GC, II. Patient Management and Administrative Duties2.When resolving a staff conflict, a manager should:a.document discussions and activities.b.seek to identify the underlying issues.c.listen impartially.d.avoid delay of discussions.e.all of the optionsANS:EAll of the options. When resolving a staff conflict, making time available as soon as possibleto discuss the problem, listening patiently to all the issues while keeping an open mind,determine the real issue, and maintaining a record are all important regardless of the nature ofthe complaint.DIF:ComprehensionREF:Managing Conflict, p. 26OBJ:15TOP:CDA, GC, II. Patient Management and Administrative Duties3.Which topic can be discussed during an interview with a prospective employee?a.Maritalstatusb.Spouse’s incomec.Child care arrangementsd.Interest in continuing education coursesANS:DInterest in continuing education courses is correct. Discussing this topic during an interviewgathers information pertinent to the job for which the person is applying but isnondiscriminatory. Discussing marital status, spouse’s income, or child care arrangementsduring an interview gathers information that is not pertinent to the job for which the person isapplying and is discriminatory.DIF:ComprehensionREF:Conducting an Interview, Box 2.13, p. 37OBJ:19TOP:CDA, GC, II. Patient Management and Administrative DutiesPractice Management for the Dental Team 9th Edition Finkbeiner Test Bank

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4.Which question may be asked during an interview with a prospective employee?a.“Do you own a home?”b.“Where were you born?”c.“What are your strengths?”d.“Do you have any handicaps?”ANS:C“What are your strengths?” is correct. Asking this question during an interview gathersinformation pertinent to the job the person is applying for but is nondiscriminatory. Asking“Do you own a home?” “Where were youborn?” or “Do you have you any handicaps?”gathers information that is not pertinent to the job the person is applying for and isdiscriminatory.DIF:ComprehensionREF:Conducting an Interview, Box 2.12, p. 37OBJ:19TOP:CDA, GC, II. Patient Management and Administrative Duties5.Which topic should be avoided during an interview with a prospective employee?a.Career objectivesb.Age of the applicantc.Availability to work overtimed.Interest in working at a satellite office siteANS:BAge of the applicant is correct. This topic could be considered discriminatory against theapplicant and should not be discussed during a job interview. Career objectives, availability towork overtime, and interest in working at a satellite office are topics that are notg a job interview.DIF:ComprehensionREF:Conducting an Interview, Box 2.12, p. 37 | Conducting an Interview, Box 2.13, p. 37OBJ:19TOP:CDA, GC, II. Patient Management and Administrative Duties6.Which is not a rule to be considered for interviewing a prospective employee?a.Know how you will use the information to make a decision.b.Obtain every piece of information about the person that is possible.c.Ask only for information that you intend to use in the hiring decision.d.Recognize that it is difficult to defend seeking information that you will not use.ANS:BObtain every piece of information about the person that is possible is not a rule to beconsidered for interviewing prospective employees. Only information that will be used inmaking hiring decisions and that is nondiscriminatory should be obtained.DIF:RecallREF:Conducting an Interview, Box 2.11, p. 36OBJ:19TOP:CDA, GC, II. Patient Management and Administrative Duties7.Which would be a solution to eliminating wasted time?a.Prepare a “to-do” list and use it.b.Schedule meetings with staff more often.c.Agree to do as much as humanly possible.d.Leave some work incomplete so you will always be busy.Practice Management for the Dental Team 9th Edition Finkbeiner Test Bankdiscriminatory against the applicant and can be discussed durin

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ANS:APrepare a “to-do” list and use it is a solution to eliminating wasted time. A “to-do” list usesefficient time management techniques. Scheduling meetings with staff more often is notassociated with eliminating wasted time. Agreeing to do as much as humanly possible createsstress and is not a solution to eliminating wasted time. Leaving some work incomplete so youwill always be busy is deceptive and does not eliminate wasted time.DIF:RecallREF:Learning to Use Time Efficiently, Box 2.8, p. 28 | Maintaining Daily Schedules, pp. 27-28OBJ:17TOP:CDA, GC, II. Patient Management and Administrative Duties8.Which skill involves the ability to understand individuals and communicate effectively?a.Technicalb.Conceptualc.Administratived.Human relationsANS:DHuman relations skills aid you in understanding people and allow you to interact with themeffectively. Technical skills include understanding and being able to supervise effectively thespecific processes, practices, and techniques required of specific jobs in the business office.Conceptual skills involve the ability to acquire, analyze, and interpret information in a logicalmanner. Administrative skills help you to use all of the other skills effectively in performingadministrative functions.DIF:ComprehensionREF:Basic Skills of an Administrative Assistant, p. 22OBJ:10TOP:9.Time management involves all of the following except:a.planning ahead.b.giving in to interruptions.c.delegating work to others.d.following through with a task.ANS:BGiving in to interruptions is not a component of time management but instead wastes time.Planning ahead is a component of time management. Delegating work to others is acomponent of time management. Following through with a task is a component of timemanagement.DIF:ComprehensionREF:Learning to Use Time Efficiently, p. 27OBJ:17TOP:CDA, GC, II. Patient Management and Administrative Duties10.Which is defined as a broad statement of the basic concepts about patient care, businessmanagement, auxiliary utilization, health and safety, and continuing education for the dentalpractice?a.A mission statementb.The procedural policiesc.A practice philosophyd.The staff recognition programPractice Management for the Dental Team 9th Edition Finkbeiner Test BankCDA, GC, II. Patient Management and Administrative Duties

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ANS:CA practice philosophy is a broad statement of the basic concepts about patient care, businessmanagement, auxiliary utilization, health and safety, and continuing education for thepractice. A mission statement speaks to the way the practice is to be managed and the role ofthe staff and the patients. Procedural policies are specific tasks for all of the common officeprocedures. A staff recognition program sets out specific guidelines for hiring staff, selectingbenefits, and establishing a salary scale that reflects productivity and cost-of-living increases.DIF:RecallREF:Establishing Practice Goals and Objectives, p. 13OBJ:2TOP:CDA, GC, II. Patient Management and Administrative Duties11.All of the following statements are advantages of hiring an educated administrative assistantexcept one. Which one is the exception?a.Practices proper infection control procedures.b.Is able to explain treatment procedures to a patient.c.Can talk patients into accepting treatment they may not need.d.Understands appointment sequencing for various dental procedures.ANS:CTalking patients into accepting treatment they may not need is unethical. Practicing properinfection control, being able to explain treatment procedures to patients, and understandingappointment sequencing for various dental procedures are some of the advantages of hiring aneducated administrative assistant.DIF:ComprehensionREF:Advantages of Hiring a Skilled Administrative Assistant, Box 2.7, p. 27OBJ:16TOP:CDA, GC, II. Patient Management and Administrative Duties12.An effective leader canempower the employees/staff by:a.providing them with access to information that will help them increase theirproductivity and effectiveness.b.allowing them to take on more responsibility, including assigning them all legaltasks delegated to them by the State.c.giving staff members a voice in decision making.d.all of the optionse.none of the optionsANS:DEmpowerment can be defined as “putting power where it is needed.” An effective leader canempower the staff by taking actions such as providing employees with access to informationthat will help them increase their productivity and effectiveness; allowingstaff members totake on more responsibility, including assigning them all legal tasks delegated to them in agiven state; and, giving staff members a voice in decision making.DIF:RecallREF:Empower Others, p. 14OBJ:13TOP:CDA, GC, II. Patient Management and Administrative Duties13.An administrative assistant who demonstrates assertiveness is considered effective because heshe accomplishes tasks in an aggressive manner.a.Both the statement and the reason are CORRECT and related.b.Both thestatement and the reason are correct but NOT related.Practice Management for the Dental Team 9th Edition Finkbeiner Test Bank

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c.The statement is correct, but the reason is NOT.d.The statement is NOT correct, but the reason is CORRECT.e.NEITHER the statement nor the reason is CORRECT.ANS:CThe statement is correct, but the reason is NOT. Being assertive does not mean the same thingas being aggressive. An assertive person is bold and enterprising in a nonhostile manner. Anadministrative assistant is often called on to assume new responsibilities, and he or she musttake the initiative to get the job done.DIF:ComprehensionREF:Personal Characteristics of an Effective Leader, p. 15 | Assertiveness, p. 16OBJ:10TOP:CDA, GC, II. Patient Management and Administrative Duties14.An administrative assistant whobelieves that he or she can do a job well is consideredcompetent because he or she has self-confidence.a.Both the statement and the reason are CORRECT and related.b.Both the statement and the reason are correct but NOT related.c.The statement is correct, but the reason is NOT.d.The statement is NOT correct, but the reason is CORRECT.e.NEITHER the statement nor the reason is CORRECT.ANS:ENEITHER the statement nor the reason is CORRECT. Competence refers to theabilityof anindividual to do a job properly. An individual whobelievesthat he or she can do a job wellhas self-confidence. A person may be competent but lack the self-confidence needed to takeon the responsibilities and challenges of the job.DIF:ComprehensionREF:Personal Characteristics of an Effective Leader, p. 15 | Self-confidence, Competence, p. 15OBJ:10TOP:CDA, GC, II. Patient Management and Administrative Duties15.An administrative assistant whois sincere and straightforward exhibits genuineness. Patientsfeel comfortable with a genuinely caring administrative assistant.a.Both the statements are true.b.Both the statements are false.c.The first statement is true, and the second is false.d.The first statement is false, and the second is true.ANS:ABoth the statements are true. A person who is genuine is sincere and straightforward. This isimportant when dealing with people in a healthcare profession. Patients feel comfortable witha genuinely caring administrative assistant, and they are also more likely to open up and sharetheir innermost feelings with this type of person.DIF:ComprehensionREF:Personal Characteristics of an Effective Leader, p. 15 | Genuineness, p.15OBJ:10TOP:CDA, GC, II. Patient Management and Administrative DutiesTRUE/FALSEPractice Management for the Dental Team 9th Edition Finkbeiner Test Bank

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1.The failure to promote good manners between staff members can be reflected in reducedofficeproductivity.ANS:TPoor relationships between staff members relate directly to productivity.DIF:ComprehensionREF:Business Office Etiquette, p. 19OBJ:7TOP:CDA, GC, II. Patient Management and Administrative Duties2.The dentist must give theauthority to the administrative assistant so the individual canmanage the dental office effectively.ANS:TIt is essential that the dentist give this authority to the administrative assistant. Without thisauthority, the administrative assistant cannot manage effectively.DIF:RecallREF:Functions of an Administrative Assistant, p. 21OBJ:10TOP:CDA, GC, II. Patient Management and Administrative Duties3.Conflict rarely exists in the dental office environment.ANS:FConflict will arise whenever two or more people work together.DIF:ComprehensionREF:Managing Conflict, p. 26OBJ:15TOP:CDA, GC, II.Patient Management and Administrative Duties4.ANS:FAdditional training beyond the educational experiences already achieved may be necessary foreven an experienced administrative assistant.DIF:ComprehensionREF:New Employee Training, p. 37OBJ:19TOP:CDA, GC, II. Patient Management and Administrative Duties5.The dental hygienist is the person whose primary responsibility involves business activities ofthe dental office.ANS:FThe administrative assistant is the person whose primary responsibility involves businessactivities of the dental office.DIF:RecallREF:The Shifting Role of the Administrative Assistant, p. 20OBJ:8TOP:CDA, GC, II. Patient Management and Administrative Duties6.The office procedural manual should be written solely by the dentist because it is his or herpractice.ANS:FPractice Management for the Dental Team 9th Edition Finkbeiner Test BankAn experienced administrative assistant should not need additional training.

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