Chapter 5 Using and Maintaining Office Equipment PowerPoint® presentation to accompany: Medical Assisting Third Edition Booth, Whicker, Wyman, Pugh, Thompson
Learning Outcomes 5.1 Describe the types of office equipment used in a medical practice. 5.2 Explain how each piece of office equipment is used. 5.3 List the steps in making purchasing decisions for office equipment. 5.4 Compare and contrast leasing and buying.
Learning Outcomes (cont.) 5.5 Describe a warranty, a maintenance contract, and a service contract, and discuss the importance of each. 5.6 Identify when troubleshooting is appropriate and what actions may be taken. 5.7 List the information included in an equipment inventory.
Learning Outcomes (cont.) 5.8 Explain how HIPAA law applies to faxing confidential patient information. 5.9 Explain how HIPAA law applies to telephone conversations and conversations with patients.
Introduction • Clerical equipment is a necessity for medical offices • Communication • Medical records • Patient billing, payroll, etc. • Shredders for confidentiality • Copiers
Introduction (cont.) • Role of medical assistant related to clerical equipment • Evaluation • Purchasing or leasing • Operation • Maintenance
Medical Office Equipment • Generally we think of medical equipment • Blood pressure monitors • Stethoscopes • X-ray machine
Office Communication Equipment • Business communication equipment • Telephones • Facsimile (fax) machines • Computers • Photocopiers Technology today allows for information to be transmitted almost instantaneously throughout the world.
Telephone Systems and Call Handling • The telephone is the primary means for communication in a medical practice • Incoming from patients • Outgoing • Other doctors • Hospitals and laboratories • Other businesses
Telephone Systems • Multiple lines • Key telephone system • Most commonly used in medical practices • Features • Multiple lines for incoming or outgoing calls • Intercom line • Hold button
Telephone Systems (cont.) • Multiple lines (cont.) • Switchboard and receptionist • Automated voice response • Selection menu • Voice over Internet Protocol (VoIP)
Call Handling • Voice mail • Permits the caller to leave a message • Caller never receives a busy signal • Patient courtesy phone • Block long distance • Keeps business lines free
Call Handling (cont.) • Cell phones • Turn off personal cell phone (staff and patients) • Interruption to communication • Interference with medical equipment • Business uses • Quick response by physician • When traditional phones fail • Key employees for business outside office Use cell phones only in clearly designated areas.
Leaving messages on answering machines or faxes HIPAA requirements Only this information Name of person for whom the message is intended Date and time of call Name of office Name of contact person Phone number Request for a return call Call Handling (cont.)
Call Handling(cont.) • Answering machine • Used during non-office hours • Outgoing message should state • Office hours • How patient can reach help in an emergency • May or may not record messagefrom caller • Must retrieve messages if machine is set to record
Call Handling (cont.) • Answering service • Provide people to answer phone calls • Usually after hours • Take messages and communicate them to the physician on call • Check references prior to signing a contract for service
Pagers • Small electronic devices that pick up a signal and are used to reach physicians when they are out of the office • Technology • Assigned a telephone number • Beep, buzz, or vibrate when activated • Window displays caller’s number or a short message
Pagers (cont.) • Interactive pagers • Two-way communication • Mini-keyboard for responding to message • Real-time response • Wireless Internet address • Uses e-mail address • Communicates with other I-pagers • Traditional page capabilities also
Scan pages Translate to electrical impulses Transmit impulses over telephone lines Convert impulses into an exact copy of original Fax machines should have a dedicated phone line Facsimile Machines
Faxing • Benefits • Send an exact copy in minutes • Less expensive than overnight mail service • Other uses for fax machine • Extra copy machine • Extension for outgoing calls • Receive faxes 24 hours a day
Typewriters • Of little use today • Medical forms for patients or from insurance companies • Electric vs. electronic models Electronic typewriters can store limited amounts of information Word Processorscan store entire documents in memory
Apply Your Knowledge A personal emergency call has been received for the physician, who is currently not in the office. Which device or service would the medical assistant use to contact the physician? ANSWER: The medical assistant will use a pager or I-pager to contact a physician who is out of the office. Hello! Right Answer!!!!
Postage meters Apply postage to mailings Property of USPS Postage is prepaid to post office or postage meter service Postage scales May be part of postage meter Show weight Show cost to mail packages Office Automation Equipment (cont.)
Dictation-Transcription Equipment • Physician records (dictates) correspondence, patient records, etc. • Medical assistant transcribes the recorded words into a written document
Dictation-Transcription • For accuracy • Physicians indicate date and type of document • Names, addresses, and unfamiliar terms are spelled by physician as he or she dictates information • Speech is made clearer by • Volume controls • Tone controls • Speed controls that separate words
A machine that imprints checks Name of payee and amount of check, once imprinted, cannot be changed If incorrect information is entered, the check must be voided. Write the word “void” in clear letters across the check or use a stamp with red ink Check Writer VOID
Paper Shredders • Machines that destroy documents by cutting them into small pieces • Used to eliminate • Unneeded patient records • Sensitive materials
Microfilmand Microfiche Readers • Used to read • Microfilm is a roll of film imprinted with information and stored on a reel • Microficheis film imprinted with information and stored on rectangular sheets • Information stored is reduced in size dramatically • Accurate labeling and dating assists with locating information in either format
Apply Your Knowledge The medical assistant is newly employed in a medical practice that has been in existence for over 35 years. A patient is seen in the office for the first time since an initial visit 20 years ago. Where should the medical assistant consider looking for the initial medical record? ANSWER: The medical assistant should search for the information in the office microfilm or microfiche records. Correct!
Purchasing Decisions Contacting Suppliers Preparing Recommendations Evaluating Warranty Options Evaluating Office Needs
Leasing vs. Buying Equipment • Buying equipment allows owners to do whatever they choose, even sell the item(s) purchased • Owner is responsible for servicing after warranty period • Leasing (renting) requires less out-of-pocket money, and rental cost may be negotiable • Involves initial charge and monthly fee • Equipment is usually serviced by the leasing company • At the end of each lease period, the equipment can be updated
Apply Your Knowledge GoodJob! A large medical practice requires several photocopy machines and faxes. Would it be better to lease or buy this equipment, and why? ANSWER: Leasing would most likely be the least expensive option, since the leasing company would be responsible for servicing the equipment. Large offices could save money and obtain up-to-date equipment with the leasing option.
Maintaining Office Equipment Equipment Manual Maintenance and Service Contracts The manual that comes with each piece of equipment describing operation and special features. Maintenance contracts specify when equipment will be cleaned and repaired. Service contracts cover services not included in standard maintenance contract.
Maintaining Office Equipment (cont.) Call manufacturer or place purchased Consult the equipment manual Test machine and record any error messages Eliminate possible simple causes Troubleshooting Steps
Backup Systems • Computers • Backed up on tape • Ensure that all information is retrievable if system fails • Telephones Cell phones • Electricity Emergency generator • Battery power Security and warning systems • Fire extinguishers Service and replace yearly
Equipment Inventory • A method of documenting and tracking equipment purchases • Systems for inventory • Master inventory sheet contains all pertinent information • Detailed inventory forms may include • Name of equipment • Description • Model and registration numbers • Date and place of purchase • Product warranty and estimated life • Maintenance and service contracts
Apply Your Knowledge The medical office has just opened, and the medical assistant needs to make photocopies of two patient records, but the photocopy machine is not working. What should the medical assistant do? ANSWER: The medical assistant should start with the first step for troubleshooting an equipment problem, which is to eliminate possible simple causes. In this case, make sure that the machine is plugged in and turned on in addition and make sure the “power saver” is not activated. Right!
In Summary • Office equipment is as important as medical equipment • Medical assistants may be expected to • Operate equipment • Make purchasing decisions • Maintain equipment inventory • Keep up-to-date with new technologies
End of Chapter End of Chapter 5 Technology means the systematic application of scientific or other organized knowledge to practical tasks. —John Kenneth Galbraith