CHAA Exam QUESTIONS AND ANSWER

CHAA Exam QUESTIONS AND ANSWER CHAA - ANSWER Certified Healthcare Access Associate NAHAM - ANSWER The National Association of Healthcare Access Management AIDET - ANSWER Acknowledge, Introduce, Duration, Explanation and Thanks Active Customer Feedback - ANSWER occurs when the provider requests information from the patient. Ex. Customer surveys, Customer comment cards and Customer callback programs Passive Customer Feedback - ANSWER 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 - ANSWER -Face to face -Telephone survey -Mail-in questionnaire -E-mail -Patient portal -Secret shopping When initiating a patient satisfaction survey, it is important to determine: - ANSWER - 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) - ANSWER 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: - ANSWER -Collect data -Analyze data -Initiate education or remedial action -Evaluate actions TJC - ANSWER 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: - ANSWER 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: - ANSWER 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: - ANSWER The continuous study and adaptation of a healthcare organization's functions and processes to increase the probability of achieving desired outcomes. KPI - ANSWER Key Performance Indicators KPIs generally monitored in Patient Access - ANSWER -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 - ANSWER 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: - ANSWER 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 - ANSWER 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 - ANSWER Body language and visual behavior Barriers to communication include: - ANSWER -Language -Misconception -Pain -Fear -Cultural beliefs -Religious beliefs -Physical impairment -Emotional impairmen