CFO Communication & Client Relations 3 — Questions and Answers
Question 1: When communicating with a referring physician about a patient's orthotic needs, which format is considered most professional and thorough?
- A verbal phone update left as a voicemail
- A written clinical note documenting findings, recommendations, and rationale sent through proper channels (Correct answer)
- An informal text message summarizing the visit
- Waiting for the physician to call and ask for an update
Correct answer: A written clinical note documenting findings, recommendations, and rationale sent through proper channels
Written clinical documentation provides a permanent, detailed record that supports coordinated care and meets professional standards.
Question 2: A patient asks the orthotist fitter whether they should stop using their walker and rely solely on their new knee orthosis. The fitter should:
- Advise the patient to stop using the walker since the orthosis provides sufficient support
- Explain that this decision is outside the fitter's scope and recommend discussing it with their physician or physical therapist (Correct answer)
- Tell the patient the orthosis is better than any assistive device
- Suggest a trial period without the walker to see how it goes
Correct answer: Explain that this decision is outside the fitter's scope and recommend discussing it with their physician or physical therapist
Recommending changes to a patient's broader treatment plan falls outside the fitter's scope of practice; the prescribing team must guide such decisions.
Question 3: A patient cancels their orthotic delivery appointment three times without explanation. The best first step is to:
- Discharge the patient for non-compliance
- Contact the patient to identify and address any barriers to attending (Correct answer)
- Bill for the completed device and close the case
- Inform the prescribing physician that the patient is non-compliant
Correct answer: Contact the patient to identify and address any barriers to attending
Proactively identifying barriers—such as transportation, fear, or financial concerns—supports patient engagement and successful outcomes.
Question 4: Which statement best describes the role of active listening in client relations?
- Nodding occasionally while preparing the next question
- Giving full attention to the patient, reflecting back what is heard, and asking clarifying questions (Correct answer)
- Listening only for clinical symptoms and ignoring emotional content
- Summarizing the patient's words at the end of the appointment
Correct answer: Giving full attention to the patient, reflecting back what is heard, and asking clarifying questions
Active listening involves full engagement, reflection, and clarification to ensure accurate understanding and demonstrate respect.
Question 5: A patient expresses doubt that their orthosis will help them, saying 'Nothing ever works for me.' The most therapeutic response is:
- 'This device works for most people, so it should work for you too.'
- 'I hear that you've had frustrating experiences. Let's talk about what's worked and what hasn't so we can set realistic goals together.' (Correct answer)
- 'If you don't believe it will help, I can refer you elsewhere.'
- 'Your doctor prescribed it, so we should give it a chance.'
Correct answer: 'I hear that you've had frustrating experiences. Let's talk about what's worked and what hasn't so we can set realistic goals together.'
Validating the patient's past experiences and collaborating on goals builds therapeutic alliance and realistic expectations.
Question 6: When documenting a patient's verbal complaints about their orthosis in the clinical record, the fitter should:
- Paraphrase the complaint using clinical terminology only
- Record the patient's exact words in quotation marks alongside the fitter's clinical assessment (Correct answer)
- Summarize the complaint briefly without quoting the patient
- Omit minor complaints that the fitter has already resolved
Correct answer: Record the patient's exact words in quotation marks alongside the fitter's clinical assessment
Quoting patients directly alongside clinical assessments ensures accurate, legally defensible records that reflect both the patient's perspective and the clinical response.
Question 7: A family member calls to ask about a patient's orthotic treatment plan without the patient's authorization. The fitter should:
- Share general information since the caller is family
- Decline to share information and explain that patient privacy requires authorization from the patient (Correct answer)
- Provide information only if the family member is the emergency contact
- Transfer the call to the prescribing physician to handle
Correct answer: Decline to share information and explain that patient privacy requires authorization from the patient
HIPAA prohibits disclosing protected health information to unauthorized individuals regardless of their relationship to the patient.
CFO Communication & Client Relations 3
When communicating with a referring physician about a patient's orthotic needs, which format is considered most professional and thorough?