Finkbeiner: Practice Management for the Dental Team, 7th Edition

Chapter 01: The Business of Dentistry

Test Bank

MULTIPLE CHOICE

1.	Management is defined as:
a.	the process of providing quality care for the patient.	
b.	the act of leading a team of persons to accomplish goals and objectives.	
c.	an enterprise in which one is engaged to achieve a livelihood.	

ANS:	B
This definition correctly describes management.

REF:	p. 9

2.	Organizational culture is:
a.	an attitude.	
b.	one’s experiences.	
c.	one’s beliefs.	
d.	all of the above.	

ANS:	D
Organizational culture comprises the attitudes, experiences, beliefs, and values of an organization.

REF:	p. 4

3.	The ___ is commonly the leader of the dental office.
a.	dentist	
b.	dental assistant	
c.	dental hygienist	
d.	administrative assistant	

ANS:	A
The leader in a dental practice is commonly the dentist.

REF:	p. 5

4.	Providing employees with information to help them increase their productivity within the dental office is an example of:
a.	harassment.	
b.	empowerment.	
c.	delegation.	
d.	reorganizing.	

ANS:	B
“Provide the employee with access to information that will help them increase their productivity and effectiveness.”

REF:	p. 5

5.	Successful dentists do not take risks with their dental practice. Remaining status quo will result in success.
a.	The first statement is true; the second statement is false.	
b.	The first statement is false; the second statement is true.	
c.	Both statements are true.	
d.	Both statements are false.	

ANS:	D
Successful dentists know that not all risk taking is successful, but they are willing to take calculated risks, knowing that the status quo can also result in failure.

REF:	p. 5

6.	All of the following are characteristics of successful risk taking except:
a.	trusting your abilities.	
b.	overcoming fear of mistakes.	
c.	going it alone.	
d.	being open-minded.	

ANS:	C
Keys to successful risk taking include the following: trusting in your abilities, being open-minded, overcoming fear of mistakes, and developing support teams.

REF:	p. 6

7.	_____ percent of people who fail at their jobs do not work well with their coworkers.
a.	Fifty	
b.	Sixty 	
c.	Seventy	
d.	Eighty	

ANS:	D
It has been found that 80% of the people who fail at their jobs do so not because of a lack of technical skills but because they do not relate well with people.

REF:	p. 6

TRUE/FALSE

1.	Dentistry is a team-oriented business.

ANS:	T
Dentistry is a team-oriented business, and the dental office is made up of individuals with diverse skills and talents.

REF:	pp. 8-9

2.	Financial activities should take place in the clinical area of the dental office.

ANS:	F
The business office should assume its rightful name, because all business activities of the practice take place there, including financial transactions, patient and staff communication, appointment management, recall, inventory, insurance management, and records maintenance.

REF:	p. 3

3.	Patients rate service as the most important thing they can receive.

ANS:	T
Dental treatment may be the objective for a patient; however, the dental staff must be constantly aware that when patients come to the office to seek treatment or perhaps a restoration, they are seeking the most important product—service.

REF:	p. 3

4.	A dental practice mission statement should state how the practice is managed and the role of staff and patients.

ANS:	T
It is wise for the dentist to determine a practice mission statement that speaks to the way the practice is to be managed and the role of the staff and its patients.

REF:	p. 5

5.	A person’s values are established from his or her background or previous experiences.

ANS:	T
You will find that each person’s values are established from his or her background and previous experience.

REF:	p. 7

MATCHING

Choose the definition that correlates with each term below.
a.	Teams formed to solve problem	
b.	Authoritarian leadership	
c.	Feedback does not exist in this environment.	
d.	Cross-departmental communication to achieve goals	
e.	Fear and distrust exist in this environment.	

1.	Power culture

2.	Task culture

3.	Process culture

4.	Blame culture

5.	Multidirectional culture

1.	ANS:	B	REF:	p. 4

2.	ANS:	A	REF:	p. 4

3.	ANS:	C	REF:	p. 4

4.	ANS:	E	REF:	p. 4

5.	ANS:	D	REF:	p. 4