CHAA Master Study Guide 1 Graded A+

Customer service impressions are formed by the staff's ______ and _______ towards them. - attitude and behavior _______ may be any patient, family member, visitor, physician, other hospital, personnel, third party payer, vendors, suppliers, etc. - Customers Internal customers are people in other _______ , fellow ______, management, information services, etc. within the __________ who all work together in caring for the patient. - departments, employees, organization External customers are those _________ the organization who all work with us in caring for patients. - outside Demonstrating __________ is equally as important as assuring a clean and accurate claim is generated. - compassion Three key questions to handling customer issues: - A. What is the Problem B. What has the customer attempted to do to correct the problem C. What would the customer like to see as an outcome Every effort should be made to resolve the problem at the __________ level. If unable to do so, submit the issue in _________ writing to the Manager who will follow up with the patient - unit, writing Patient safety is enhanced when patients are _________ in the healthcare process as much as possible, - partners __________ patients on their rights and responsibilities enhances this partnership. - EducatingThe PAS should recognize that each patient is an individual with unique healthcare needs, and be committed to assist them in exercising their own _______ _______. - healthcare decisions State and federal laws require us to provide the patients rights and responsibilities to them in a _____ they can understand. In no smaller then ____ point font. - language, 12 Patient rights will be _______ in key locations throughout the facility. - posted Compassion = __________ - competence Process in which messages are transmitted - Communication Effective communication isn't only talking, it also incudes __________________________. - ensuring your message has been recieved Communication is 55% _____________ 38% _____________ 7%___________ - 55% body language, 38% tone of voice, 7% the word you use Messages are ________________ through words, gestures, tone of voice, etc. - encoded Messages are ______________ face to face, over the phone, letter, email, text, etc. - transmitted