CHAA Exam | updated with complete solution | 100% verified

CHAA Exam | updated with complete solution | 100% verified CHAA - Certified Healthcare Access Associate NAHAM - The National Association of Healthcare Access Management AIDET - Acknowledge, Introduce, Duration, Explanation and Thanks Active Customer Feedback - occurs when the provider requests information from the patient. Ex. Customer surveys, Customer comment cards and Customer callback programs Passive Customer Feedback - Is the formal and informal process of obtaining and responding to patient compliments and concerns. Ex. Reviewing letters from patients and families and Conversations with patients/families Types of Surveys - -Face to face -Telephone survey -Mail-in questionnaire -E-mail -Patient portal -Secret shopping When initiating a patient satisfaction survey, it is important to determine: - -What data measurements are required -What data measurements are important to the organization's decision-making process -What data measurements are important to day-to-day management HCAHPS (also known as Hospital CAHPS) - Hospital Consumer Assessment of Healthcare Providers and Systems and is a standardized survey of hospital patients that will capture patients' unique perspectives on hospital care for the purpose of providing the public with comparable information on hospital quality. The purpose of any quality improvement program is to: - -Collect data -Analyze data -Initiate education or remedial action -Evaluate actions TJC - The Joint Commission (TJC) is an independent, not-for-profit organization that evaluates and accredits more than 21,000 healthcare organizations in the United States3. TJC evaluates hospitals, healthcare networks, managed care organizations and healthcare organizations that provide home care, long-term care, behavioral health care, and laboratory and ambulatory care services. TJC was founded in 1951 and is considered the nation's oldest and largest standards-setting and healthcare accrediting body. Its mission is "to continuously improve healthcare for the public, in collaboration with other stakeholders, by evaluating healthcare organizations and inspiring them to excel in providing safe and effective care of the highest quality and value." The Joint Commission, requires healthcare organizations to identify and report on quality improvement initiatives. TJC defines quality control as: - The performance processes through which actual performance is measured and compared with goals, and the difference is acted on. TJC defines quality assurance/improvement as: - An approach to the continuous study and improvement of providing healthcare services to meet the needs of individuals and others. TJC defines performance improvement as: - The continuous study and adaptation of a healthcare organization's functions and processes to increase the probability of achieving desired outcomes. KPI - Key Performance Indicators KPIs generally monitored in Patient Access - -Pre-registration percentage -Wait times: during scheduling and arrival -Accuracy rate -Upfront collections/point-of-service (POS) collections -Unbilled dollars -Productivity -Patient satisfaction -Employee satisfaction -Insurance verification rate -Scheduling abandonment rate Communication - Is a giving or exchanging of information or messages by talk, gestures, writing, etc. Only seven percent of a message is communicated by words, about 38 percent is tone of voice, and 55 percent is body language. Three steps to communication: - 1. Encoding: The message is translated from an idea into symbols such as words, facial expressions, gestures and actions that "hopefully" represent the intended meaning. The more important the message, the more attention needs to be given to the encoding step. 2. Transmission: The encoded message is sent through some medium to the receiver. The communication channel through which the message is sent is often the determinate for success (face-to-face vs. letter). 3. Decoding: The receiver must translate or interpret the symbols used byby the sender. The interpretation is based on what the symbols mean to the receiver. Paralanguage - Is the tone, volume, pitch, quality and range of speech. This is the area where you have to account for differences in communication: age, language, cultural differences, education levels and pronunciation. Nonverbal Communication Clues - Body language and visual behavior Barriers to communication include: - -Language -Misconception -Pain -Fear -Cultural beliefs -Religious beliefs -Physical impairment -Emotional impairment -Stereotypes -Bias, prejudice -Age -Educational background -Low motivation to communicate -Defensiveness -Partisan point of view — occurs when staff hold personal points of view on an issue -Gate-keeping — determining which information to share and which to withhold -System overload — too many messages -Bypassing — occurs when the sender and receiver don't have enough in common to accurately decode -Distrust -Status barrier — lower-level staff don't feel comfortable communicating with higher-level management -Lack of assertiveness or self-confidence needed to voice opinions -Impatience when trying to communicate with someone with less expertise HEAT - H: Hear them out E: Empathize with the customer A: Apologize for the inconvenience T: Take responsibility for action Patient Identification - includes obtaining the patient's legal name, date of birth and additional identifying information. This information is matched against the existing Master Patient Index (MPI) to retrieve the patient's permanent medical record if there has been a previous encounter with the healthcare system. If the patient is new to the healthcare system, the basic identifying information becomes the basis of a new health record. According to the Centers for Disease Control and Prevention (CDC), Standard Precautions: - Include a group of infection prevention practices that apply to all patients, regardless of suspected or confirmed infection status, in any setting in which healthcare is delivered. Standard Precautions are a set of infection control practices that healthcare personnel use to reduce transmission of microorganisms in healthcare settings. Standard Precautions protect both healthcare personnel and patients from contact with infectious agents. Standard Precautions include: hand hygiene (hand washing with soap and water or use of an alcohol-based hand sanitizer) before and after patient contact and personal protective equipment (PPE) when exposure to blood, body fluids, excretions, secretions, mucous membranes or non-intact skin is anticipated. The preferred method of hand decontamination - is with an alcohol-based hand rub, if hands are not visibly soiled. If hands are visibly soiled, an alcohol-based hand rub may be utilized after removing visible material with soap and water. Alcohol-based hand rubs are a convenient option for hand hygiene because: -They kill more effectively and more quickly than hand washing with soap and water -They are less damaging to skin than soap and water, resulting in less dryness and irritation -They require less time than hand washing with soap and water -Bottles/dispensers can be placed at the point of care so they are more accessible PPE - Personal Protective Equipment, "specialized clothing or equipment, worn by an employee for protection against infectious materials." OSHA - Occupational Safety and Health Administration CS1. Under Title III of the Americans with Disabilities Act, hospitals are required to: a. Provide information as to where restrooms are located. b. Provide patients and families all documentation for the admission. c. Provide resources to eliminate barriers in communication. d. Ensure all patients are accommodated for admission. - C CS2. What is not important when initiating a patient satisfaction survey? a. What data measurements are required b. What data measures are important to day-to-day management c. What data measures are important to the organization's decision-making process d. What data measures are needed to care for the patient - D CS3. Which is not a purpose of any quality improvement program? a. Collect data b. Analyze data c. Blame someone for the mistake d. Evaluate actions - C CS4. Which of the following is not a patient satisfaction survey: a. CMS survey b. JD Power c. Press Ganey d. Post-service telephone call to patient - A CS5. Communication is: a. Providing a newspaper to the patient or family b. Exchanging information with the patient c. Sharing the telephone with the patient d. Giving a patient a prescription - B CS6. Which is not a KPI in Patient Access? a. Accuracy rate b. CLABSI rate c. Patient satisfaction score