CHAPTER
5
Using and
Maintaining Office
Equipment
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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.
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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.
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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.
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5-5
Introduction
• Clerical equipment is a necessity for
medical offices
– Communication
– Medical records
– Patient billing, payroll, etc.
– Shredders for confidentiality
– Copiers
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5-6
Introduction (cont.)
• Role of medical assistant related to clerical
equipment
– Evaluation
– Purchasing or leasing
– Operation
– Maintenance
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5-7
Medical Office Equipment
• Generally we think of
medical equipment
– Blood pressure monitors
– Stethoscopes
– X-ray machine
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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.
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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
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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
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5-11
Telephone Systems (cont.)
• Multiple lines (cont.)
– Switchboard and
receptionist
– Automated voice
response
• Selection menu
– Voice over Internet
Protocol (VoIP)
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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
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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.
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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
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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
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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
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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
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5-18
Facsimile Machines
• Transmit impulses over
telephone lines
• Convert impulses into an
exact copy of original
• Scan pages
• Translate to electrical
impulses
• Fax machines should
have a dedicated phone
line
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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
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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
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5-21
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!!!!
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5-22
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 Prepares large volumes of outgoing
machine
mail or folded brochures
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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
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5-24
Dictation-Transcription Equipment
• Physician records
(dictates)
correspondence,
patient records, etc.
• Medical assistants
may transcribe the
dictation into a written
document
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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
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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
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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
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5-28
Paper Shredders
• Machines that destroy
documents by cutting
them into small
pieces
• Used to eliminate
– Unneeded patient
records
– Sensitive materials
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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
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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
B. Used to destroy documents
E. Performs calculations
F
Folding machine
B
Shredder
F. Prepares large volumes of
outgoing mail
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5-31
Purchasing Decisions
Evaluating Office Needs


Contacting Suppliers
Preparing Recommendations
Evaluating Warranty Options

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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
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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!
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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
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5-35
Troubleshooting Office Equipment (cont.)

Steps



Call manufacturer or
place purchased
Consult the
equipment manual
Test machine and
record any error
messages
Eliminate possible
simple causes
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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
yearly
Security and warning
Service and replace
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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
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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.
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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
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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
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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
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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
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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.
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5-44
End of Chapter 5
Technology means
the systematic
application of
scientific or other
organized knowledge
to practical tasks.
— John Kenneth
Galbraith
© 2011 The McGraw-Hill Companies, Inc. All rights reserved.