CERTIFIED HEALTHCARE ACCESS
ASSOCIATE (CHAA) EXAM 2025
QUESTIONS AND ANSWERS
What act requires language barriers to be identified and accommodated? - ANS American
with Disabilities Act (ADA) under Title III
What does AIDET stand for? - ANS Acknowledge, Introduce, Duration, Explanation and
Thanks
Two ways of obtaining customer feedback - ANS Active and Passive
What is active customer feedback? - ANS The provider requests information from the patient
What is passive feedback? - ANS The process of responding to patient complaints and
concerns
Uses for positive and negative survey results? - ANS Positive scores for public relations,
Negative scores for performance improvement
3 factors to consider when initiating a patient satisfaction survey - ANS data measurements
are required, important to the organizations decision-making and important to day-to-day
management
What is HCAHPS? - ANS (Hospital Consumer Assessment of Healthcare Providers and
Systems) is a survey of hospital patients that captures their perspective on hospital care
1 Copyright ©2025 BRAINBARTER ALL RIGHTS RESERVED
, Purpose of a quality improvement program - ANS collect data, analyze data, initiate
education, evaluate actions
Definition of quality control - ANS the performance processes through which actual
performance is measured and compared with goals
Definition of quality assurance/improvement - ANS an approach to the continuous study and
improvement of providing healthcare services
Definition of performance improvement - ANS The continuous study and adaptation of a
healthcare organization's functions and processes
What are KPIs? - ANS (Key Performance Indicators) are quantifiable measurements that
reflect the critical success factors of an organization
General Key Performance Indicators (KPI) for Patient Access - ANS pre-registration
percentage, wait times, accuracy rate, collections, productivity, patient satisfaction, unbilled
dollars, employee satisfaction
3 Steps to Communication - ANS Encoding, Transmission, Decoding
Definition of Encoding - ANS A message is translated from an idea into symbols
Definition of Transmission - ANS The encoded message is sent through some medium to the
receiver
Definition of Decoding - ANS The receiver must translate or interpret the symbols used by
the sender
2 Copyright ©2025 BRAINBARTER ALL RIGHTS RESERVED
ASSOCIATE (CHAA) EXAM 2025
QUESTIONS AND ANSWERS
What act requires language barriers to be identified and accommodated? - ANS American
with Disabilities Act (ADA) under Title III
What does AIDET stand for? - ANS Acknowledge, Introduce, Duration, Explanation and
Thanks
Two ways of obtaining customer feedback - ANS Active and Passive
What is active customer feedback? - ANS The provider requests information from the patient
What is passive feedback? - ANS The process of responding to patient complaints and
concerns
Uses for positive and negative survey results? - ANS Positive scores for public relations,
Negative scores for performance improvement
3 factors to consider when initiating a patient satisfaction survey - ANS data measurements
are required, important to the organizations decision-making and important to day-to-day
management
What is HCAHPS? - ANS (Hospital Consumer Assessment of Healthcare Providers and
Systems) is a survey of hospital patients that captures their perspective on hospital care
1 Copyright ©2025 BRAINBARTER ALL RIGHTS RESERVED
, Purpose of a quality improvement program - ANS collect data, analyze data, initiate
education, evaluate actions
Definition of quality control - ANS the performance processes through which actual
performance is measured and compared with goals
Definition of quality assurance/improvement - ANS an approach to the continuous study and
improvement of providing healthcare services
Definition of performance improvement - ANS The continuous study and adaptation of a
healthcare organization's functions and processes
What are KPIs? - ANS (Key Performance Indicators) are quantifiable measurements that
reflect the critical success factors of an organization
General Key Performance Indicators (KPI) for Patient Access - ANS pre-registration
percentage, wait times, accuracy rate, collections, productivity, patient satisfaction, unbilled
dollars, employee satisfaction
3 Steps to Communication - ANS Encoding, Transmission, Decoding
Definition of Encoding - ANS A message is translated from an idea into symbols
Definition of Transmission - ANS The encoded message is sent through some medium to the
receiver
Definition of Decoding - ANS The receiver must translate or interpret the symbols used by
the sender
2 Copyright ©2025 BRAINBARTER ALL RIGHTS RESERVED
