CHAA Practice Test Questions with 100% Correct Answers | Latest Version 2024 | Verified

Under Title III of the Americans with Disabilities Act, hospitals are required to do what? (paf, customer experience) - Provide resources to eliminate barriers in communication. What is important when initiating a patient satisfaction survey? (paf, customer experience) - What data measures are required, What data measures are important to day to day management and What data measures are important to the organization's decision-making process. Which are the purposes of any quality improvement program? (paf, customer experience) - To collect data, analyze data and evaluate actions. Which of the following are part of patient satisfaction surveys? (paf, customer experience) - JD Power, Press Ganey and Post-service telephone calls to the patient. Customer service Communication is identified as what? (paf, customer experience) - Exchanging information with the patient. Which are included in a KPI in Patient Access? (paf, customer experience) - Accuracy rate, Patient satisfaction score, Pre-registration rate. What are the three steps to communication? (paf, customer experience) - Encoding, transmission and decoding HEAT stands for? (paf, customer experience) - Hear them out, empathize with the customer, apologize, take responsibility for actionsAll of the following are ways we communicate. (paf, customer experience) - Body Language, Talking, Facial expressions Compassion and respect can be demonstrated in all of the following ways. (paf, customer experience) - Smiling, Making eye contact and Greeting the pa