Certified Healthcare Access Associate ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\
(CHAA) Study Guide exam with correct ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\
answers
What act requires language barriers to be identified
||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\
and accommodated? - correct answers ✔✔American
||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\
with Disabilities Act (ADA) under Title III
||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\
What does AIDET stand for? - correct answers
||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\
✔✔Acknowledge, Introduce, Duration, Explanation ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\
and Thanks ||\\||\\
Two ways of obtaining customer feedback - correct
||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\
answers ✔✔Active and Passive ||\\||\\ ||\\||\\ ||\\||\\
What is active customer feedback? - correct answers
||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\
✔✔The provider requests information from the ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\
patient
,What is passive feedback? - correct answers ✔✔The
||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\
process of responding to patient complaints and ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\
concerns
Uses for positive and negative survey results? -
||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\
correct answers ✔✔Positive scores for public ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\
relations, Negative scores for performance ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\
improvement
3 factors to consider when initiating a patient
||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\
satisfaction survey - correct answers ✔✔data ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\
measurements are required, important to the ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\
organizations decision-making and important to day- ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\
to-day management ||\\||\\
What is HCAHPS? - correct answers ✔✔(Hospital
||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\
Consumer Assessment of Healthcare Providers and ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\
, Systems) is a survey of hospital patients that captures ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\
their perspective on hospital care
||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\
Purpose of a quality improvement program - correct||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\
answers ✔✔collect data, analyze data, initiate ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\
education, evaluate actions ||\\||\\ ||\\||\\
Definition of quality control - correct answers ✔✔the ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\
performance processes through which actual
||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\
performance is measured and compared with goals ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\
Definition of quality assurance/improvement - ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\
correct answers ✔✔an approach to the continuous
||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\
study and improvement of providing healthcare
||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\
services
Definition of performance improvement - correct ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\
answers ✔✔The continuous study and adaptation of ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\
a healthcare organization's functions and processes
||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\
(CHAA) Study Guide exam with correct ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\
answers
What act requires language barriers to be identified
||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\
and accommodated? - correct answers ✔✔American
||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\
with Disabilities Act (ADA) under Title III
||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\
What does AIDET stand for? - correct answers
||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\
✔✔Acknowledge, Introduce, Duration, Explanation ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\
and Thanks ||\\||\\
Two ways of obtaining customer feedback - correct
||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\
answers ✔✔Active and Passive ||\\||\\ ||\\||\\ ||\\||\\
What is active customer feedback? - correct answers
||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\
✔✔The provider requests information from the ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\
patient
,What is passive feedback? - correct answers ✔✔The
||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\
process of responding to patient complaints and ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\
concerns
Uses for positive and negative survey results? -
||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\
correct answers ✔✔Positive scores for public ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\
relations, Negative scores for performance ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\
improvement
3 factors to consider when initiating a patient
||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\
satisfaction survey - correct answers ✔✔data ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\
measurements are required, important to the ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\
organizations decision-making and important to day- ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\
to-day management ||\\||\\
What is HCAHPS? - correct answers ✔✔(Hospital
||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\
Consumer Assessment of Healthcare Providers and ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\
, Systems) is a survey of hospital patients that captures ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\
their perspective on hospital care
||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\
Purpose of a quality improvement program - correct||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\
answers ✔✔collect data, analyze data, initiate ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\
education, evaluate actions ||\\||\\ ||\\||\\
Definition of quality control - correct answers ✔✔the ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\
performance processes through which actual
||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\
performance is measured and compared with goals ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\
Definition of quality assurance/improvement - ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\
correct answers ✔✔an approach to the continuous
||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\
study and improvement of providing healthcare
||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\
services
Definition of performance improvement - correct ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\
answers ✔✔The continuous study and adaptation of ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\
a healthcare organization's functions and processes
||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\ ||\\||\\
