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5-1
Using and Maintaining
Office Equipment
PowerPoint® presentation to accompany:
Medical Assisting
Third Edition
Booth, Whicker, Wyman, Pugh, Thompson
© 2009 The McGraw-Hill Companies, Inc. All rights reserved
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.
5.4 Compare and contrast leasing and buying.
© 2009 The McGraw-Hill Companies, Inc. All rights reserved
5-3
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.
© 2009 The McGraw-Hill Companies, Inc. All rights reserved
5-4
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.
© 2009 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
© 2009 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
© 2009 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
© 2009 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.
© 2009 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
© 2009 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
© 2009 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)
© 2009 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
© 2009 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.
© 2009 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
© 2009 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
© 2009 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
© 2009 The McGraw-Hill Companies, Inc. All rights reserved
5-17
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
© 2009 The McGraw-Hill Companies, Inc. All rights reserved
5-18
Pagers (cont.)

Interactive pagers


Two-way communication
Mini-keyboard for responding to message


Wireless Internet address



Real-time response
Uses e-mail address
Communicates with other I-pagers
Traditional page capabilities also
© 2009 The McGraw-Hill Companies, Inc. All rights reserved
5-19
Facsimile Machines



Transmit impulses over
telephone lines

Convert impulses into an
exact copy of original

Fax machines should have
a dedicated phone line
Scan pages
Translate to electrical
impulses
© 2009 The McGraw-Hill Companies, Inc. All rights reserved
5-20
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
© 2009 The McGraw-Hill Companies, Inc. All rights reserved
5-21
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 Processors can store entire documents in memory
© 2009 The McGraw-Hill Companies, Inc. All rights reserved
5-22
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!!!!
© 2009 The McGraw-Hill Companies, Inc. All rights reserved
5-23
Office Automation
Equipment
Equipment
Description
Photocopier
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
© 2009 The McGraw-Hill Companies, Inc. All rights reserved
5-24
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
© 2009 The McGraw-Hill Companies, Inc. All rights reserved
5-25
Dictation-Transcription
Equipment

Physician records (dictates)
correspondence, patient
records, etc.

Medical assistant
transcribes the
recorded words into
a written document
© 2009 The McGraw-Hill Companies, Inc. All rights reserved
5-26
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
© 2009 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
© 2009 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
© 2009 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

Information stored is reduced in size dramatically

Accurate labeling and dating assists with locating
information in either format
© 2009 The McGraw-Hill Companies, Inc. All rights reserved
5-30
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.
© 2009 The McGraw-Hill Companies, Inc. All rights reserved
5-31
Purchasing Decisions
Evaluating Office Needs


Contacting Suppliers
Preparing Recommendations
Evaluating Warranty Options

© 2009 The McGraw-Hill Companies, Inc. All rights reserved
5-32
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
© 2009 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!
© 2009 The McGraw-Hill Companies, Inc. All rights reserved
5-34
Maintaining Office
Equipment
Equipment
Manual
Maintenance contracts
specify when equipment
will be cleaned and repaired.
Service contracts cover
services not included in
standard maintenance
contract.
The manual that comes with
each piece of equipment
describing operation and special
features.
Maintenance and
Service Contracts
© 2009 The McGraw-Hill Companies, Inc. All rights reserved
5-35
Maintaining Office
Equipment (cont.)

Troubleshooting
Steps



Call manufacturer
or place purchased
Consult the
equipment manual
Test machine
and record any
error messages
Eliminate possible
simple causes
© 2009 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

Battery power

Fire extinguishers
Emergency generator
Security and warning systems
Service and replace yearly
© 2009 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
© 2009 The McGraw-Hill Companies, Inc. All rights reserved
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 in addition
and make sure the “power saver” is not activated.
© 2009 The McGraw-Hill Companies, Inc. All rights reserved
5-39
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
© 2009 The McGraw-Hill Companies, Inc. All rights reserved
5-40
End
Chapter
End
of of
Chapter
5
Technology means the
systematic application of
scientific or other organized
knowledge to practical
tasks.
— John Kenneth Galbraith
© 2009 The McGraw-Hill Companies, Inc. All rights reserved