Exam (elaborations) CHAA Master 1320

Customer service impressions are formed by the staff's ______ and _______ towards them. - ANSWER attitude and behavior _______ may be any patient, family member, visitor, physician, other hospital, personnel, third party payer, vendors, suppliers, etc. - ANSWER Customers Internal customers are people in other _______ , fellow ______, management, information services, etc. within the __________ who all work together in caring for the patient. - ANSWER departments, employees, organization External customers are those _________ the organization who all work with us in caring for patients. - ANSWER outside Demonstrating __________ is equally as important as assuring a clean and accurate claim is generated. - ANSWER compassion Three key questions to handling customer issues: - ANSWER A. What is the Problem B. What has the customer attempted to do to correct the problem C. What would the customer like to see as an outcome Every effort should be made to resolve the problem at the __________ level. If unable to do so, submit the issue in _________ writing to the Manager who will follow up with the patient - ANSWER unit, writing Patient safety is enhanced when patients are _________ in the healthcare process as much as possible, - ANSWER partners __________ patients on their rights and responsibilities enhances this partnership. - ANSWER Educating The PAS should recognize that each patient is an individual with unique healthcare needs, and be committed to assist them in exercising their own _______ _______. - ANSWER healthcare decisions State and federal laws require us to provide the patients rights and responsibilities to them in a _____ they can understand. In no smaller then ____ point font. - ANSWER language, 12 Patient rights will be _______ in key locations throughout the facility. - ANSWER posted Compassion = __________ - ANSWER competence Process in which messages are transmitted - ANSWER Communication Effective communication isn't only talking, it also incudes __________________________. - ANSWER ensuring your message has been recieved Communication is 55% _____________ 38% _____________ 7%___________ - ANSWER 55% body language, 38% tone of voice, 7% the word you use Messages are ________________ through words, gestures, tone of voice, etc. - ANSWER encoded Messages are ______________ face to face, over the phone, letter, email, text, etc. - ANSWER transmitted Messages are _______ by the person who receives it when they try to figure out what it means. - ANSWER decoded when communicating, you must __________ _________ to clarify the message was received accurately. - ANSWER obtain feedback Fancy medical words that a patient may not know are referred to as _______ ________. - ANSWER Medical Jargon Tone, pitch, quality and range of speech that is affected by cultural and regional dialects and accents is known as _____________. - ANSWER paralanguage Reading __________ communication cues f