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CHAA Exam With 100% Verified Solutions 2024|2025
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CHAA Exam With 100% Verified Solutions 2024|2025
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CHAA Exam With 100% VerifiedSolutions 2024|2025
CHAA CORRECT ANSWERS Certified Healthcare Access Associate
NAHAM CORRECT ANSWERS The National Association of Healthcare Access
Management
AIDET CORRECT ANSWERS Acknowledge, Introduce, Duration, Explanation and
Thanks
Active Customer Feedback CORRECT ANSWERS occurs when the provider requests
information from the patient. Ex. Customer surveys, Customer comment cards and
Customer callback programs
Passive Customer Feedback CORRECT ANSWERS 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 CORRECT ANSWERS -Face to face
-Telephone survey
-Mail-in questionnaire
-Patient portal
-Secret shopping
When initiating a patient satisfaction survey, it is important to determine: CORRECT
ANSWERS -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) CORRECT ANSWERS 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: CORRECT ANSWERS -Collect
data
-Analyze data
-Initiate education or remedial action
-Evaluate actions
TJC CORRECT ANSWERS 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: CORRECT ANSWERS 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: CORRECT ANSWERS 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: CORRECT ANSWERS The continuous
study and adaptation of a healthcare organization's functions and processes to increase
the probability of achieving desired outcomes.
KPI CORRECT ANSWERS Key Performance Indicators
KPIs generally monitored in Patient Access CORRECT ANSWERS -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 CORRECT ANSWERS 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: CORRECT ANSWERS 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 CORRECT ANSWERS 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 CORRECT ANSWERS Body language and visual
behavior
Barriers to communication include: CORRECT ANSWERS -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 CORRECT ANSWERS H: Hear them out
E: Empathize with the customer
A: Apologize for the inconvenience
T: Take responsibility for action
, Patient Identification CORRECT ANSWERS 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: CORRECT ANSWERS 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 CORRECT ANSWERS 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 CORRECT ANSWERS Personal Protective Equipment, "specialized clothing or
equipment, worn by an employee for protection against infectious materials."
OSHA CORRECT ANSWERS 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. CORRECT ANSWERS 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
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