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

© 2011 The McGraw-Hill Companies, Inc. All rights reserved. 5-2 Introduction Clerical equipment is a necessity for medical offices –Communication –Medical records –Patient billing, payroll, etc. –Shredders for confidentiality –Copiers

© 2011 The McGraw-Hill Companies, Inc. All rights reserved. 5-3 Introduction (cont.) Role of medical assistant related to clerical equipment –Evaluation –Purchasing or leasing –Operation –Maintenance

© 2011 The McGraw-Hill Companies, Inc. All rights reserved. 5-4 Medical Office Equipment Generally we think of medical equipment –Blood pressure monitors –Stethoscopes –X-ray machine

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

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

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

© 2011 The McGraw-Hill Companies, Inc. All rights reserved. 5-8 Telephone Systems (cont.) Multiple lines (cont.) –Switchboard and receptionist –Automated voice response Selection menu –Voice over Internet Protocol (VoIP)

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

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

© 2011 The McGraw-Hill Companies, Inc. All rights reserved Call Handling (cont.) 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

© 2011 The McGraw-Hill Companies, Inc. All rights reserved 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 message from caller Must retrieve messages if machine is set to record

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

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

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

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

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

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

© 2011 The McGraw-Hill Companies, Inc. All rights reserved Office Automation Equipment EquipmentDescription PhotocopierInstantly 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

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

© 2011 The McGraw-Hill Companies, Inc. All rights reserved Dictation-Transcription Equipment Physician records (dictates) correspondence, patient records, etc. Medical assistants may transcribe the dictation into a written document

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

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

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

© 2011 The McGraw-Hill Companies, Inc. All rights reserved Paper Shredders Machines that destroy documents by cutting them into small pieces Used to eliminate –Unneeded patient records –Sensitive materials

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

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

© 2011 The McGraw-Hill Companies, Inc. All rights reserved Preparing Recommendations Contacting Suppliers  Purchasing Decisions Evaluating Office Needs Evaluating Warranty Options 

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

© 2011 The McGraw-Hill Companies, Inc. All rights reserved Apply Your Knowledge 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!

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

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

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

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

© 2011 The McGraw-Hill Companies, Inc. All rights reserved 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? Apply Your Knowledge 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.

© 2011 The McGraw-Hill Companies, Inc. All rights reserved Technology means the systematic application of scientific or other organized knowledge to practical tasks. — John Kenneth Galbraith End of Chapter 5