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Under Title III of the Americans with Disabilities Act, hospitals are required to: - Provide resources to eliminate barriers in communication. What is NOT important when initiating a patient satisfaction survey? - What data measures are needed to care for a patient What is not a purpose of any quality improvement program? - Blame someone for the mistake Which of the following is not a patient satisfaction survey: - CMS Survey Communication is: - Exchanging information with the patient Which is not a KPI in Patient Access? - CLABSI rate HEAT stands for: - Hear them out, empathize with the customer, apologize, take responsibility for actions All of the following are ways we communicate, except: [Body Language, Eating, Talking, Facial Expressions] - Eating What are the three steps to communication? - Encoding, Transmission, Decoding Compassion and respect can be demonstrated in all of the following ways, except: [Smiling, Making Eye Contact, Calling the patient "dear", Greeting the patient] - Calling the patient "Dear" What is the CMS rule that states that an inpatient stay must cross two midnights to be paid for under Medicare Part A? - Medicare Two-midnight rule