Patient Experience Exam with
Complete Solutions | 100% pass
PQRS - ✔✔The Physician Quality Reporting System. A quality reporting program that encourages
individual eligible professionals and group practices to report information on the quality of care to
Medicare.
ACO - ✔✔Accountable Care Organizations are groups of doctors, hospitals, and other health care
providers, who come together voluntarily to give coordinated high quality care to their Medicare
patients.
Year of the Patient Bill of Rights - ✔✔1998
The Patient's Bill ofRights was created to try to reach 3 major goals: - ✔✔1. To help patients feel
more confident in the US health care system; 2. To stress the importance of a strong relationship
between patients and their health care providers; 3. To stress the key role patients play in staying
healthy by laying out rights and responsibilities for all patients and health care providers
The 8 key areas of the Patient's Bill of Rights - ✔✔1. Information for patients; 2. Choice of providers
and plans; 3. Access to emergency services; 4. Taking part in treatment decisions; 5. Respect and non-
discrimination; 6. Confidentiality (privacy) of health information; 7. Complaints and appeals; 8.
Consumer responsibilities
What are the patient's rights under HIPAA? - ✔✔Receive a privacy notice to inform them about
how protected information will be used and disclosed;
, • Request that uses and disclosure of protected information be restricted (covered entities are not
required to always agree to restrictions);
• Inspect, copy and amend their medical records (providers are allowed to charge a reasonable fee for
copying expenses);
• Get an accounting of the disclosure of their protected information for the past six years; and
• File a complaint.
Core concepts of Patient and Family Centered Care - ✔✔Dignity and Respect, Information
Sharing, Participation, and Collaboration
The Eight Wastes of Lean - ✔✔TIM WOODS: Transport, Inventory, Motion, Waiting, Over-production,
Over-processing, Defects, and Skills
Level One Service Recovery - ✔✔A situation that occurs when a front line staff member becomes
aware of a patient's concern and is able to resolve it satisfactorily.
Level Two Service Recovery - ✔✔Staffers elevate the concern to a manager or charge nurse.
Sometimes the involvement of the manager makes the patient feel that his/her concerns were taken
more seriously.
Level Three Recovery - ✔✔Encompasses involving the Patient Advocate or Patient
Advocacy Department.
Most patient complaints involve? - ✔✔Communication and information issues
Complete Solutions | 100% pass
PQRS - ✔✔The Physician Quality Reporting System. A quality reporting program that encourages
individual eligible professionals and group practices to report information on the quality of care to
Medicare.
ACO - ✔✔Accountable Care Organizations are groups of doctors, hospitals, and other health care
providers, who come together voluntarily to give coordinated high quality care to their Medicare
patients.
Year of the Patient Bill of Rights - ✔✔1998
The Patient's Bill ofRights was created to try to reach 3 major goals: - ✔✔1. To help patients feel
more confident in the US health care system; 2. To stress the importance of a strong relationship
between patients and their health care providers; 3. To stress the key role patients play in staying
healthy by laying out rights and responsibilities for all patients and health care providers
The 8 key areas of the Patient's Bill of Rights - ✔✔1. Information for patients; 2. Choice of providers
and plans; 3. Access to emergency services; 4. Taking part in treatment decisions; 5. Respect and non-
discrimination; 6. Confidentiality (privacy) of health information; 7. Complaints and appeals; 8.
Consumer responsibilities
What are the patient's rights under HIPAA? - ✔✔Receive a privacy notice to inform them about
how protected information will be used and disclosed;
, • Request that uses and disclosure of protected information be restricted (covered entities are not
required to always agree to restrictions);
• Inspect, copy and amend their medical records (providers are allowed to charge a reasonable fee for
copying expenses);
• Get an accounting of the disclosure of their protected information for the past six years; and
• File a complaint.
Core concepts of Patient and Family Centered Care - ✔✔Dignity and Respect, Information
Sharing, Participation, and Collaboration
The Eight Wastes of Lean - ✔✔TIM WOODS: Transport, Inventory, Motion, Waiting, Over-production,
Over-processing, Defects, and Skills
Level One Service Recovery - ✔✔A situation that occurs when a front line staff member becomes
aware of a patient's concern and is able to resolve it satisfactorily.
Level Two Service Recovery - ✔✔Staffers elevate the concern to a manager or charge nurse.
Sometimes the involvement of the manager makes the patient feel that his/her concerns were taken
more seriously.
Level Three Recovery - ✔✔Encompasses involving the Patient Advocate or Patient
Advocacy Department.
Most patient complaints involve? - ✔✔Communication and information issues
