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CHAA Exam| 364 Questions with 100 % correct Answers | Verified
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CHAA Exam| 364 Questions with 100 %correct Answers | 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
-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.
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