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...
active customer feedback when the provider request
passive customer feedback the formal and informal
positive feedback is the opportunity to practice p
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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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