CHAPTER Using and Maintaining Office Equipment © 2011 The McGraw -Hill Com panies, Inc A ll rights reserv e d 5-2 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 © 2011 The McGraw -Hill Com panies, Inc A ll rights reserv e d 5-3 Learning Outcomes (cont.) 5.4 Compare and contrast leasing and buying 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 © 2011 The McGraw -Hill Com panies, Inc A ll rights reserv e d 5-4 Learning Outcomes (cont.) 5.7 List the information included in an equipment inventory 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 © 2011 The McGraw -Hill Com panies, Inc A ll rights reserv e d 5-5 Introduction • Clerical equipment is a necessity for medical offices – Communication – Medical records – Patient billing, payroll, etc – Shredders for confidentiality – Copiers © 2011 The McGraw -Hill Com panies, Inc A ll rights reserv e d 5-6 Introduction (cont.) • Role of medical assistant related to clerical equipment – Evaluation – Purchasing or leasing – Operation – Maintenance © 2011 The McGraw -Hill Com panies, Inc A ll rights reserv e d 5-7 Medical Office Equipment • Generally we think of medical equipment – Blood pressure monitors – Stethoscopes – X-ray machine © 2011 The McGraw -Hill Com panies, Inc A ll rights reserv e d 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 © 2011 The McGraw -Hill Com panies, Inc A ll rights reserv e d 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 © 2011 The McGraw -Hill Com panies, Inc A ll rights reserv e d 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 © 2011 The McGraw -Hill Com panies, Inc A ll rights reserv e d 5-30 Apply Your Knowledge Match the following: A Imprints name of payee & amount D Photocopier C Postage meter E Adding machine C Applies postage A Check writer D Reproduces documents F Folding machine B Shredder B Used to destroy documents E Performs calculations F Prepares large volumes of outgoing mail © 2011 The McGraw -Hill Com panies, Inc A ll rights reserv e d 5-31 Purchasing Decisions Evaluating Office Needs Contacting Suppliers Preparing Recommendations Evaluating Warranty Options © 2011 The McGraw -Hill Com panies, Inc A ll rights reserv e d 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 deductable © 2011 The McGraw -Hill Com panies, Inc A ll rights reserv e d 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! © 2011 The McGraw -Hill Com panies, Inc A ll rights reserv e d 5-34 Maintaining Office Equipment Equipment Manual 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 Maintenance and Service Contracts © 2011 The McGraw -Hill Com panies, Inc A ll rights reserv e d 5-35 Troubleshooting Office Equipment Steps (cont.) Call manufacturer or place purchased Consult the equipment manual Test machine and record any error messages Eliminate possible simple causes © 2011 The McGraw -Hill Com panies, Inc A ll rights reserv e d 5-36 Backup Systems • Computers – Backed up on tape – Ensure that all information is retrievable if system fails • Telephones • Electricity Cell phones Emergency generator • Battery power systems • Fire extinguishers Security and warning Service and replace yearly © 2011 The McGraw -Hill Com panies, Inc A ll rights reserv e d 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 © 2011 The McGraw -Hill Com panies, Inc A ll rights reserv e d 5-38 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, and make sure the “power saver” is not activated © 2011 The McGraw -Hill Com panies, Inc A ll rights reserv e d 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 © 2011 The McGraw -Hill Com panies, Inc A ll rights reserv e d 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 © 2011 The McGraw -Hill Com panies, Inc A ll rights reserv e d 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 © 2011 The McGraw -Hill Com panies, Inc A ll rights reserv e d 5-42 In Summary (cont.) 5.7 The 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 © 2011 The McGraw -Hill Com panies, Inc A ll rights reserv e d 5-43 In Summary (cont.) 5.8 HIPAA states that the medical staff must maintain confidentially by placing fax machines in secure locations 5.9 It is imperative that the medical staff abide by the HIPAA law when it pertains to a patient’s privacy on the telephone © 2011 The McGraw -Hill Com panies, Inc A ll rights reserv e d 5-44 End of Chapter Technology means the systematic application of scientific or other organized knowledge to practical tasks — John Kenneth Galbraith © 2011 The McGraw -Hill Com panies, Inc A ll rights reserv e d [...].. .5- 11 Telephone Systems (cont.) • Multiple lines (cont.) – Switchboard and receptionist – Automated voice response • Selection menu – Voice over Internet Protocol (VoIP) © 2011 The McGraw -Hill Com panies, Inc A ll rights reserv e d 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... reserv e d 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 © 2011 The McGraw -Hill Com panies, Inc A ll rights reserv e d 5- 26 Dictation-Transcription • For accuracy, the physician should – Indicate date and type... on call – Check references prior to signing a contract for service © 2011 The McGraw -Hill Com panies, Inc A ll rights reserv e d 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... d 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 © 2011 The McGraw -Hill Com panies, Inc A ll rights reserv e d 5- 14... 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 © 2011 The McGraw -Hill Com panies, Inc A ll rights reserv e d 5- 15 Call Handling (cont.) • Answering machine – Used during... stamp with red ink © 2011 The McGraw -Hill Com panies, Inc A ll rights reserv e d 5- 28 Paper Shredders • Machines that destroy documents by cutting them into small pieces • Used to eliminate – Unneeded patient records – Sensitive materials © 2011 The McGraw -Hill Com panies, Inc A ll rights reserv e d 5- 29 Microfilm and Microfiche Readers • Used to read – Microfilm is a roll of film imprinted with. .. 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 Com panies, Inc A ll rights reserv e d 5- 16 Call Handling (cont.) • Answering service – Provide people to answer phone calls • Usually after hours – Take messages and communicate... 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 Com panies, Inc A ll rights reserv e d 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... 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 Com panies, Inc A ll rights reserv e d 5- 24 Dictation-Transcription Equipment • Physician records (dictates) correspondence, patient records, etc • Medical assistants... money and obtain up-to-date equipment with the leasing option Good Job! © 2011 The McGraw -Hill Com panies, Inc A ll rights reserv e d 5- 34 Maintaining Office Equipment Equipment Manual 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