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

3. © 2011 The McGraw-Hill Companies, Inc. All rights reserved. 5-2 Learning Outcomes 5.1Describe the types of office equipment used in a medical practice. 5.2Explain how each piece of office equipment is used. 5.3List the steps in making purchasing decisions for office equipment.

4. © 2011 The McGraw-Hill Companies, Inc. All rights reserved. 5-3 5.4Compare and contrast leasing and buying. 5.5Describe a warranty, a maintenance contract, and a service contract, and discuss the importance of each. 5.6Identify when troubleshooting is appropriate and what actions may be taken. Learning Outcomes (cont.)

5. © 2011 The McGraw-Hill Companies, Inc. All rights reserved. 5-4 5.7List the information included in an equipment inventory. 5.8Explain how HIPAA law applies to faxing confidential patient information. 5.9Explain how HIPAA law applies to telephone conversations and conversations with patients. Learning Outcomes (cont.)

6. © 2011 The McGraw-Hill Companies, Inc. All rights reserved. 5-5 Introduction Clerical equipment is a necessity for medical offices –Communication –Medical records –Patient billing, payroll, etc. –Shredders for confidentiality –Copiers

7. © 2011 The McGraw-Hill Companies, Inc. All rights reserved. 5-6 Introduction (cont.) Role of medical assistant related to clerical equipment –Evaluation –Purchasing or leasing –Operation –Maintenance

8. © 2011 The McGraw-Hill Companies, Inc. All rights reserved. 5-7 Medical Office Equipment Generally we think of medical equipment –Blood pressure monitors –Stethoscopes –X-ray machine

9. © 2011 The McGraw-Hill Companies, Inc. All rights reserved. 5-8 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.

10. © 2011 The McGraw-Hill Companies, Inc. All rights reserved. 5-9 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

11. © 2011 The McGraw-Hill Companies, Inc. All rights reserved. 5-10 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

12. © 2011 The McGraw-Hill Companies, Inc. All rights reserved. 5-11 Telephone Systems (cont.) Multiple lines (cont.) –Switchboard and receptionist –Automated voice response Selection menu –Voice over Internet Protocol (VoIP)

13. © 2011 The McGraw-Hill Companies, Inc. All rights reserved. 5-12 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

14. © 2011 The McGraw-Hill Companies, Inc. All rights reserved. 5-13 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.

15. © 2011 The McGraw-Hill Companies, Inc. All rights reserved. 5-14 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

16. © 2011 The McGraw-Hill Companies, Inc. All rights reserved. 5-15 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

17. © 2011 The McGraw-Hill Companies, Inc. All rights reserved. 5-16 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

18. © 2011 The McGraw-Hill Companies, Inc. All rights reserved. 5-17 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

19. © 2011 The McGraw-Hill Companies, Inc. All rights reserved. 5-18 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

20. © 2011 The McGraw-Hill Companies, Inc. All rights reserved. 5-19 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

21. © 2011 The McGraw-Hill Companies, Inc. All rights reserved. 5-20 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

22. © 2011 The McGraw-Hill Companies, Inc. All rights reserved. 5-21 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!!!!

23. © 2011 The McGraw-Hill Companies, Inc. All rights reserved. 5-22 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

24. © 2011 The McGraw-Hill Companies, Inc. All rights reserved. 5-23 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

25. © 2011 The McGraw-Hill Companies, Inc. All rights reserved. 5-24 Dictation-Transcription Equipment Physician records (dictates) correspondence, patient records, etc. Medical assistants may transcribe the dictation into a written document

26. © 2011 The McGraw-Hill Companies, Inc. All rights reserved. 5-25 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

27. © 2011 The McGraw-Hill Companies, Inc. All rights reserved. 5-26 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

28. © 2011 The McGraw-Hill Companies, Inc. All rights reserved. 5-27 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

29. © 2011 The McGraw-Hill Companies, Inc. All rights reserved. 5-28 Paper Shredders Machines that destroy documents by cutting them into small pieces Used to eliminate –Unneeded patient records –Sensitive materials

30. © 2011 The McGraw-Hill Companies, Inc. All rights reserved. 5-29 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

31. © 2011 The McGraw-Hill Companies, Inc. All rights reserved. 5-30 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

32. © 2011 The McGraw-Hill Companies, Inc. All rights reserved. 5-31 Preparing Recommendations Contacting Suppliers  Purchasing Decisions Evaluating Office Needs Evaluating Warranty Options 

33. © 2011 The McGraw-Hill Companies, Inc. All rights reserved. 5-32 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

34. © 2011 The McGraw-Hill Companies, Inc. All rights reserved. 5-33 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!

35. © 2011 The McGraw-Hill Companies, Inc. All rights reserved. 5-34 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.

36. © 2011 The McGraw-Hill Companies, Inc. All rights reserved. 5-35 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 

37. © 2011 The McGraw-Hill Companies, Inc. All rights reserved. 5-36 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

38. © 2011 The McGraw-Hill Companies, Inc. All rights reserved. 5-37 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

39. © 2011 The McGraw-Hill Companies, Inc. All rights reserved. 5-38 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.

40. © 2011 The McGraw-Hill Companies, Inc. All rights reserved. 5-39 In Summary 5.1 Types of office equipment used in a medical office –Fax machines –Computers –Photocopiers –Postage meters –Paper shredders –Dictation/transcription machines –Scanners –All-in-one equipment 5.2 Telephone systems are the primary communication tool in a medical office. Others include –Answering machines and answering services –Fax machines –Computers –Transcription equipment

41. © 2011 The McGraw-Hill Companies, Inc. All rights reserved. 5-40 In Summary (cont.) 5.3 To effectively establish your medical office’s needs and supplies, you must –Evaluate the needs –Determine if you want to purchase or lease major equipment –Prepare a recommendation and negotiate for best pricing 5.4 The decision to buy or lease is critical. –Buying a product means that it belongs to the office –Leasing allows you to keep more of your money, and is tax deductible for business owners

42. © 2011 The McGraw-Hill Companies, Inc. All rights reserved. 5-41 In Summary (cont.) 5.5 A maintenance contract differs from a service contract. –A service contract covers services that are not included in the maintenance agreement –A maintenance contract includes regular checkpoint reports –A warranty is a contract that guarantees free service and replacement of parts for a certain period 5.6 Troubleshooting is appropriate when a piece of equipment stops functioning properly. –Determine and correct the problem yourself –Use your equipment manual –If the problem persists, contact your service agent

43. © 2011 The McGraw-Hill Companies, Inc. All rights reserved. 5-42 In Summary (cont.) 5.7The equipment inventory includes –The name of the equipment –A description of the equipment –Model and registration numbers –Date and place of purchase –Product warranty and maintenance and service contracts

44. © 2011 The McGraw-Hill Companies, Inc. All rights reserved. 5-43 In Summary (cont.) 5.8 HIPAA states that the medical staff must maintain confidentially by placing fax machines in secure locations. 5.9It is imperative that the medical staff abide by the HIPAA law when it pertains to a patient’s privacy on the telephone.

45. © 2011 The McGraw-Hill Companies, Inc. All rights reserved. 5-44 Technology means the systematic application of scientific or other organized knowledge to practical tasks. — John Kenneth Galbraith End of Chapter 5