Using and Maintaining Office Equipment

1. 5 Using and Maintaining Office Equipment

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.

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.

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.

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

6. Introduction (cont.) • Role of medical assistant related to clerical equipment • Evaluation • Purchasing or leasing • Operation • Maintenance

7. Medical Office Equipment • Generally we think of medical equipment • Blood pressure monitors • Stethoscopes • X-ray machine

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.

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

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

11. Telephone Systems (cont.) • Multiple lines (cont.) • Switchboard and receptionist • Automated voice response • Selection menu • Voice over Internet Protocol (VoIP)

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

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.

14. 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 Call Handling (cont.)

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 messagefrom caller • Must retrieve messages if machine is set to record

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

17. 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 Pagers

18. 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 Facsimile Machines

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

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

21. 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 interactive pager to contact a physician who is out of the office. Hello! Right Answer!!!!

22. Office Automation Equipment

23. 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 Office Automation Equipment (cont.)

24. Dictation-Transcription Equipment • Physician records (dictates) correspondence, patient records, etc. • Medical assistants may transcribe the dictation into a written document

25. 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 Dictation-Transcription Equipment(cont.)

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

27. 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 Check Writer VOID

28. Paper Shredders • Machines that destroy documents by cutting them into small pieces • Used to eliminate • Unneeded patient records • Sensitive materials

29. Microfilmand Microfiche Readers • Used to read • Microfilm is a roll of film imprinted with information and stored on a reel • Microficheis film imprinted with information and stored on rectangular sheets

30. Apply Your Knowledge Match the following: Photocopier Postage meter Adding machine Check writer Folding machine Shredder D • Imprints name of payee & amount • Used to destroy documents • Applies postage • Reproduces documents • Performs calculations • Prepares large volumes of outgoing mail C E A F B Correct!

31.   Contacting Suppliers Preparing Recommendations Evaluating Warranty Options  Purchasing Decisions Evaluating Office Needs

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

33. Apply Your Knowledge GoodJob! 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.

34. Equipment Manual Maintenance and Service Contracts Maintaining Office Equipment 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.

35.   Call manufacturer or place purchased Call manufacturer or place purchased   Consult the equipment manual Consult the equipment manual   Test machine and record any error messages Test machine and record any error messages   Eliminate possible simple causes Eliminate possible simple causes Troubleshooting Office Equipment(cont.) Steps Steps

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

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

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. Right!

39. 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 In Summary

40. 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 In Summary (cont.)

41. 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 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

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

43. 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. In Summary (cont.)

44. End of Chapter 5 Technology means the systematic application of scientific or other organized knowledge to practical tasks. —John Kenneth Galbraith