VPDSD EXAM ACTUAL COMPLETE
QUESTIONS 100 PERCENT CORRECT
◉ What was the Karen Quinian case? Answer: Young women slipped
into coma after drug interaction with alcohol (ethics of euthanasia)
◉ What is cultural competence Answer: being sensitive to others
cultures and beliefs
◉ According to the Beryl Institute article, what are the three areas
that integrate to create patient experience Answer: quality, safety,
and service
◉ According to the Beryl Institute article, which method of patient
survey is the most effective? Answer: phone surveys. Tend to give
more positive responses than paper survey.
◉ What other surveys are in use or under development? Answer:
Clinical and group consumer assessment of healthcare providers
(CGCAHPS) and systems and EDCAHPS (Emergency department)
◉ What is the relationship to HCAHPS and Value based purchasing?
Answer: Hospital that fail to publicly report the required quality
,measure, may receive an annual payment update that is reduced by
2%
◉ What is value based purchasing? Answer: payment method that
rewards quality of care through payment incentives and
transparency.
◉ What are some key differences between HCAHPS and Rush Press
Ganey surveys? Answer: PG offers a neutral answer, while HCAHPS
does not. PG does not effect reimbursement. HCAHPS publicly
reported on Medicare website
◉ Describe service recovery Answer: apology to patient if service
wasn't satisfactory
◉ What do the initials in the HEART model for handling complaints
stand for Answer: H-hear the patient
E-empathize
A-apologize
R-respond
T-Thank
◉ Picker Institute Eight Characteristics of patient centered care
Answer: Access to care, respect for patient values-preferences-
,needs, coordination/integration of care, information-
communication-education, transition and continuity of care,
involving family and friends, emotional support reducing
fear/anxiety, physical comfort
◉ What is the name of the rules that give rise to a patient's right to
file a grievance against a hospital Answer: Patient rights and
responsibilities
◉ What is the primary reason for patient lawsuits against physicians
Answer: Lack of communication
◉ Value Based Purchasing started as _________________________ and then
went to ______________________________ Answer: Pay for reporting--
Pay for Performance
◉ Name one significant person in the evolution of the field of patient
experience and his/her contribution Answer: Angelica Theriot who
developed the Planetree model
◉ Describe three reasons used by CMS/ARHQ to justify the
development of the HCAHPS survey Answer: incentive to improve
quality of care, create a standardization survey for hospital
comparison, creates accountability
, ◉ What is a complaint Answer: expresses displeasure that is
addressed when it occurs
◉ What is a grievance Answer: more formal complaint that is filed
with the hospital and can address bigger issues such as abuse
◉ What is the main difference between a complaint and a grievance
Answer: a grievance requires a written response
◉ The FY 2014 Hospital Value Based Purchasing (Hospital VBP)
links a portion of IPPS (Inpatient Prospective Pricing System)
hospital payment from CMS to performance on a set of quality
measures. The HCAHPS survey is the basis of the Patient Experience
of Care Domain and accounts for this percent of the hospital's Total
Performance Score. Answer: 25%
◉ What is the name of the federal government website where
consumers can go to find information about clinical quality and
patient experience? Answer: Medicare.gov
◉ It is estimated that nearly ____ out of 10 adults may lack the skills
needed to manage their health and prevent disease. Answer: 9
QUESTIONS 100 PERCENT CORRECT
◉ What was the Karen Quinian case? Answer: Young women slipped
into coma after drug interaction with alcohol (ethics of euthanasia)
◉ What is cultural competence Answer: being sensitive to others
cultures and beliefs
◉ According to the Beryl Institute article, what are the three areas
that integrate to create patient experience Answer: quality, safety,
and service
◉ According to the Beryl Institute article, which method of patient
survey is the most effective? Answer: phone surveys. Tend to give
more positive responses than paper survey.
◉ What other surveys are in use or under development? Answer:
Clinical and group consumer assessment of healthcare providers
(CGCAHPS) and systems and EDCAHPS (Emergency department)
◉ What is the relationship to HCAHPS and Value based purchasing?
Answer: Hospital that fail to publicly report the required quality
,measure, may receive an annual payment update that is reduced by
2%
◉ What is value based purchasing? Answer: payment method that
rewards quality of care through payment incentives and
transparency.
◉ What are some key differences between HCAHPS and Rush Press
Ganey surveys? Answer: PG offers a neutral answer, while HCAHPS
does not. PG does not effect reimbursement. HCAHPS publicly
reported on Medicare website
◉ Describe service recovery Answer: apology to patient if service
wasn't satisfactory
◉ What do the initials in the HEART model for handling complaints
stand for Answer: H-hear the patient
E-empathize
A-apologize
R-respond
T-Thank
◉ Picker Institute Eight Characteristics of patient centered care
Answer: Access to care, respect for patient values-preferences-
,needs, coordination/integration of care, information-
communication-education, transition and continuity of care,
involving family and friends, emotional support reducing
fear/anxiety, physical comfort
◉ What is the name of the rules that give rise to a patient's right to
file a grievance against a hospital Answer: Patient rights and
responsibilities
◉ What is the primary reason for patient lawsuits against physicians
Answer: Lack of communication
◉ Value Based Purchasing started as _________________________ and then
went to ______________________________ Answer: Pay for reporting--
Pay for Performance
◉ Name one significant person in the evolution of the field of patient
experience and his/her contribution Answer: Angelica Theriot who
developed the Planetree model
◉ Describe three reasons used by CMS/ARHQ to justify the
development of the HCAHPS survey Answer: incentive to improve
quality of care, create a standardization survey for hospital
comparison, creates accountability
, ◉ What is a complaint Answer: expresses displeasure that is
addressed when it occurs
◉ What is a grievance Answer: more formal complaint that is filed
with the hospital and can address bigger issues such as abuse
◉ What is the main difference between a complaint and a grievance
Answer: a grievance requires a written response
◉ The FY 2014 Hospital Value Based Purchasing (Hospital VBP)
links a portion of IPPS (Inpatient Prospective Pricing System)
hospital payment from CMS to performance on a set of quality
measures. The HCAHPS survey is the basis of the Patient Experience
of Care Domain and accounts for this percent of the hospital's Total
Performance Score. Answer: 25%
◉ What is the name of the federal government website where
consumers can go to find information about clinical quality and
patient experience? Answer: Medicare.gov
◉ It is estimated that nearly ____ out of 10 adults may lack the skills
needed to manage their health and prevent disease. Answer: 9
