CHAA EXAM STUDY GUIDE QUESTIONS WITH QUALITY SOLUTIONS (ANSWERED & GRADED)
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Course
CHAA
Institution
CHAA
AIDET - Correct Answer acknowledge, introduce, duration, explanation, thank you
Active Customer Feedback - Correct Answer When the provider requests information from the patient
Passive Customer Feedback - Correct Answer The formal and informal process of obtaining and responding to patien...
CHAA EXAM STUDY GUIDE QUESTIONS WITH QUALITY
SOLUTIONS (ANSWERED & GRADED)
AIDET - Correct Answer acknowledge, introduce, duration, explanation, thank you
Active Customer Feedback - Correct Answer When the provider requests information from the patient
Passive Customer Feedback - Correct Answer The formal and informal process of obtaining and
responding to patient compliments and concerns
Positive Feedback - Correct Answer is the opportunity to practice positive employee engaement
Negative Feeback - Correct Answer is an opportunity to apply improvement principles within the
organization
Types of Surveys - Correct Answer Face to face, Telephone, Mail in questionnaire, email, patient portal,
secret shopping
When it comes to patient satisfaction it is important to determine what - Correct Answer What data
measurements are required, what data measurements are important to the organizations decision
making process, and what data measurements are important to day to day management
HCAHPS - Correct Answer Hospital Consumer Assessment of Healthcare Providers and Systems
Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) - Correct Answer Is a
standard survey of hospital patients that will provide the public on the hospitals quality
TJC (The Joint Commission) defines quality control as - Correct Answer The performance processes
through which actual performance is measured and compared with goals, and the difference is acted on
, TJC (The Joint Commission) defines quality assurance/improvement as - Correct Answer an approach to
the continuous study and improvement of providing healthcare services to meet the needs of individuals
and others
TJC (The Joint Commission) defines performance improvement as - Correct Answer the continuous study
and adaptation of a healthcare organizations functions and processes to increase the probability of
achieving desired outcomes
KPIS - Correct Answer Key performance indicators
Common Monitored KPIs - Correct Answer Pre-registration percentage
Wait times (during scheduling and arrival)
Accuracy Rate
Upfront collections-POS collections
Unbilled dollars
Productivity
Patient Satisfaction
Employee Satisfaction
Insurance verification rate
Scheduling abandonment rate
Steps to Communication: Encoding - Correct Answer Message is translated from an idea into symbols
such as words, facial expressions, gestures, and actions that hopefully represent the intended meaning
Steps to Communication: Transmission - Correct Answer The encoded message is sent through some
medium to the reciever
Steps to Communication: Decoding - Correct Answer The receiver must translate or interpret the
symbols used by the sender.
Paralanguage - Correct Answer Tone, volume, pitch, quality, and range of speech
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