Certified Healthcare Access Associate (CHAA) Study Guide with Answers
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Course
Certified Healthcare Access Associate
Institution
Certified Healthcare Access Associate
Certified Healthcare Access Associate (CHAA) Study Guide with
Answers
1. What act re-
quires language
barriers to be
identified and ac-
commodated?
2. What does AIDET
stand for?
3. Two ways of ob-
taining customer
feedback
4. What is active
customer feed-
back?
5. What is passive
fe...
Certified Healthcare Access Associate (CHAA) Study Guide with
Answers
1. What act re- American with Disabilities Act (ADA) under Title III
quires language
barriers to be
identified and ac-
commodated?
2. What does AIDET Acknowledge, Introduce, Duration, Explanation and
stand for? Thanks
3. Two ways of ob- Active and Passive
taining customer
feedback
4. What is active The provider requests information from the patient
customer feed-
back?
5. What is passive The process of responding to patient complaints and con-
feedback? cerns
6. Uses for positive Positive scores for public relations, Negative scores for
and negative sur- performance improvement
vey results?
7. 3 factors to con- data measurements are required, important to the or-
sider when ini- ganizations decision-making and important to day-to-day
tiating a patient management
satisfaction sur-
vey
8. What is HCAH- (Hospital Consumer Assessment of Healthcare Providers
PS? and Systems) is a survey of hospital patients that captures
their perspective on hospital care
9. Purpose of a collect data, analyze data, initiate education, evaluate ac-
quality improve- tions
ment program
10. Definition of the performance processes through which actual perfor-
quality control mance is measured and compared with goals
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, Certified Healthcare Access Associate (CHAA) Study Guide with
Answers
11. Definition of an approach to the continuous study and improvement of
quality providing healthcare services
assurance/im-
provement
12. Definition of per- The continuous study and adaptation of a healthcare or-
formance im- ganization's functions and processes
provement
13. What are KPIs? (Key Performance Indicators) are quantifiable measure-
ments that reflect the critical success factors of an organi-
zation
15. 3 Steps to Com- Encoding, Transmission, Decoding
munication
16. Definition of En- A message is translated from an idea into symbols
coding
17. Definition of The encoded message is sent through some medium to
Transmission the receiver
18. Definition of De- The receiver must translate or interpret the symbols used
coding by the sender
19. Barriers to Com- Gate-keeping, distrust, status, emotions, lack of self con-
munication fidence, impatience, low motivation to communicate
20. What does HEAT Hear them out, Empathize with the customer, Apologize
mean for commu- for the inconvenience, Take responsibility for action
nication?
21. What does MPI Master Patient Index
stand for?
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