CHAPTER © 2011 The McGraw-Hill Companies, Inc. All rights reserved. 5 Using and Maintaining Office Equipment

CHAPTER

© 2011 The McGraw-Hill Companies, Inc. All rights reserved.

5Using and

Maintaining Office Equipment


5-2

Introduction

• Clerical equipment is a necessity for medical offices– Communication– Medical records– Patient billing, payroll, etc.– Shredders for confidentiality – Copiers


5-3

Introduction (cont.)

• Role of medical assistant related to clerical equipment– Evaluation – Purchasing or leasing– Operation– Maintenance


5-4

Medical Office Equipment

• Generally we think of medical equipment– Blood pressure monitors

– Stethoscopes

– X-ray machine


5-5

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.


5-6

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


5-7

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


5-8

Telephone Systems (cont.)

• Multiple lines (cont.)

– Switchboard and receptionist

– Automated voice response

• Selection menu

– Voice over Internet Protocol (VoIP)


5-9

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


5-10

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.


5-11


• 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


5-12


• 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


5-13


• 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


5-14

Pagers

• Technology– Assigned a telephone number – Beep, buzz, or vibrate when activated– Window displays caller’s number or a

short message

• Interactive pagers– Two-way communication– Mini-keyboard for responding to

message– Wireless Internet address– Communicates with other I-pagers– Traditional page capabilities also


5-15

Facsimile Machines

• 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


5-16

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


5-17

Typewriters

• Of little use today– Medical forms for patients or from insurance

companies

• Electric vs. electronic models

Today computers are most often used to create and manipulate documents


5-18

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?

Apply Your Knowledge

ANSWER: The medical assistant will use a pager or interactive pager to contact a physician who is out of the office.

Hello! Right Answer!!!!


5-19

Office Automation Equipment

Equipment DescriptionPhotocopier Instantly reproduces documents;

also called a copy machine.

Adding machine and calculator

Perform routine office arithmetic calculations

Folding and inserting machine

Prepares large volumes of outgoing mail or folded brochures


5-20

Office Automation Equipment (cont.)

• 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


5-21

Dictation-Transcription Equipment

• Physician records (dictates) correspondence, patient records, etc.

• Medical assistants may transcribe the dictation into a written document


5-22

Dictation-Transcription Equipment (cont.)

• Equipment varies but all will have similar controls– Start/stop– Reverse/fast-forward– Volume/tone– Speed – Headphone– Counter

• Call-in transcription services

• Voice recognition software


5-23

Dictation-Transcription

• For accuracy, the physician should

– Indicate date and type of document

– Spell out names, addresses, and unfamiliar terms

– Verbalize punctuation

– Speak clearly and slowly


5-24

Check Writer

• 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


5-25

Paper Shredders

• Machines that destroy documents by cutting them into small pieces

• Used to eliminate– Unneeded patient

records– Sensitive materials


5-26

Microfilm and Microfiche Readers• Used to read

– Microfilm is a roll of film imprinted with information and stored on a reel

– Microfiche is film imprinted with information and stored on rectangular sheets


5-27


Match the following:

Photocopier

Postage meter

Adding machine

Check writer

Folding machine

Shredder

A. Imprints name of payee & amount

B. Used to destroy documents

C. Applies postage

D. Reproduces documents

E. Performs calculations

F. Prepares large volumes of outgoing mail

A

C

B

D

E

F


5-28

Preparing Recommendations

Contacting Suppliers

Purchasing Decisions

Evaluating Office Needs

Evaluating Warranty Options


5-29

Leasing vs. Buying Equipment

• Buy equipment – purchaser becomes owner

• Lease – Requires less out-of-pocket money – equipment can

often be updated at the end of the lease period– Equipment is usually serviced

by the leasing company– Payments may be tax deductible


5-30


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.

Good Job!


5-31

Maintaining Office Equipment

The manual that comes with each piece of equipment describing operation and special features.

Equipment Manual

Maintenance and Service Contracts

Maintenance contracts specify when equipment will be cleaned and repaired.

Service contracts cover services not included in standard maintenance contract.


5-32

Troubleshooting Office Equipment (cont.)

Steps

Eliminate possible simple causes

Test machine and record any error messages

Consult the equipment manual

Call manufacturer or place purchased

Steps

Eliminate possible simple causes

Test machine and record any error messages

Consult the equipment manual

Call manufacturer or place purchased


5-33

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


5-34

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


5-35

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, and make sure the “power saver” is not activated.


5-36

Technology means the systematic application of scientific or other organized knowledge to practical tasks.

— John Kenneth Galbraith

End of Chapter 5

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CHAPTER © 2011 The McGraw-Hill Companies, Inc. All rights reserved. 5 Using and Maintaining Office Equipment