Patient Experience Midterm Exam
Questions with Complete Solutions |
100% pass
When did Medicare Physician Pay for Performance begin? - ✔✔started in 2015 for some physicians
and physician groups- projected to be for all physicians by 2017
What does the RUSH way stand for? - ✔✔systematic approach to process improvement
(Ready, understand, solve, hold)
Time frame that AHA establishes membership group: National society for patient representation
and consumer affairs - ✔✔early 70's
Which year did AHA develop and adopts patients bill of rights? - ✔✔1973
What was the Karen Quinian case? - ✔✔Young women slipped into coma after drug interaction
with alcohol (ethics of euthanasia)
What is cultural competence - ✔✔being sensitive to others cultures and beliefs
According to the Beryl Institute article, what are the three areas that integrate to create patient
experience - ✔✔quality, safety, and service
According to the Beryl Institute article, which method of patient survey is the most effective? -
✔✔phone surveys
What other surveys are in use or under development? - ✔✔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? - ✔✔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? - ✔✔payment method that rewards quality of care through
payment incentives and transparency.
What are some key differences between HCAHPS and Rush Press Ganey surveys? - ✔✔PG offers a
neutral answer, while HCAHPS does not. PG does not effect reimbursement. HCAHPS publicly reported
on Medicare website
Describe service recovery - ✔✔apology to patient if service wasn't satisfactory
What do the initials in the HEART model for handling complaints stand for - ✔✔H-hear the patient
E-empathize
A-apologize
R-respond
T-Thank
Picker Institute Eight Characteristics of patient centered care - ✔✔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 -
✔✔Patient rights and responsibilities
What is the primary reason for patient lawsuits against physicians - ✔✔Lack of communication
Value Based Purchasing started as _________________________ and then went to
______________________________ - ✔✔Pay for reporting--
Questions with Complete Solutions |
100% pass
When did Medicare Physician Pay for Performance begin? - ✔✔started in 2015 for some physicians
and physician groups- projected to be for all physicians by 2017
What does the RUSH way stand for? - ✔✔systematic approach to process improvement
(Ready, understand, solve, hold)
Time frame that AHA establishes membership group: National society for patient representation
and consumer affairs - ✔✔early 70's
Which year did AHA develop and adopts patients bill of rights? - ✔✔1973
What was the Karen Quinian case? - ✔✔Young women slipped into coma after drug interaction
with alcohol (ethics of euthanasia)
What is cultural competence - ✔✔being sensitive to others cultures and beliefs
According to the Beryl Institute article, what are the three areas that integrate to create patient
experience - ✔✔quality, safety, and service
According to the Beryl Institute article, which method of patient survey is the most effective? -
✔✔phone surveys
What other surveys are in use or under development? - ✔✔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? - ✔✔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? - ✔✔payment method that rewards quality of care through
payment incentives and transparency.
What are some key differences between HCAHPS and Rush Press Ganey surveys? - ✔✔PG offers a
neutral answer, while HCAHPS does not. PG does not effect reimbursement. HCAHPS publicly reported
on Medicare website
Describe service recovery - ✔✔apology to patient if service wasn't satisfactory
What do the initials in the HEART model for handling complaints stand for - ✔✔H-hear the patient
E-empathize
A-apologize
R-respond
T-Thank
Picker Institute Eight Characteristics of patient centered care - ✔✔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 -
✔✔Patient rights and responsibilities
What is the primary reason for patient lawsuits against physicians - ✔✔Lack of communication
Value Based Purchasing started as _________________________ and then went to
______________________________ - ✔✔Pay for reporting--
