CHAA PRACTICE TEST EXAM
QUESTIONS WITH VERIFIED
ANSWERS. A+ GRADE 2025/2026.
Under Title III of the Americans with Disabilities Act, hospitals are required to do what? (paf,
customer experience) - ANS Provide resources to eliminate barriers in communication.
What is important when initiating a patient satisfaction survey?
(paf, customer experience) - ANS 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) - ANS To collect data, analyze data and evaluate actions.
Which of the following are part of patient satisfaction surveys?
(paf, customer experience) - ANS JD Power, Press Ganey and Post-service telephone calls to
the patient.
Customer service Communication is identified as what? (paf, customer experience) -
ANS Exchanging information with the patient.
Which are included in a KPI in Patient Access? (paf, customer experience) - ANS Accuracy
rate, Patient satisfaction score, Pre-registration rate.
1 @COPYRIGHT 2025/2026 ALLRIGHTS RESERVED
, What are the three steps to communication? (paf, customer experience) - ANS Encoding,
transmission and decoding
HEAT stands for? (paf, customer experience) - ANS Hear them out, empathize with the
customer, apologize, take responsibility for actions
All of the following are ways we communicate. (paf, customer experience) - ANS Body
Language, Talking, Facial expressions
Compassion and respect can be demonstrated in all of the following ways. (paf, customer
experience) - ANS Smiling, Making eye contact and Greeting the patient
What is the CMS rule that states that an inpatient stay must cross two midnights to be paid for
under Medicare Part A? (paf, regulatory compliance) - ANS Medicare Two-midnight rule
Which program is responsible for protecting the integrity of the Hospital and Human Services
(HHS) program by detecting and preventing fraud? (paf, regulatory compliance) - ANS OIG
An effective compliance level has a minimum of how many levels? (paf, regulatory compliance)
- ANS 7
All of the following are part of an effective compliance program. (paf, regulatory compliance) -
ANS Performing internal audits, establishing standards, procedures and policies
EMTALA is a regulation which protects patient from what? (paf, regulatory compliance) -
ANS Not being treating in an emergency due to lack of ability to pay.
All of the following are examples of PHI (paf, regulatory compliance) - ANS Patient names
and computer IP addresses
2 @COPYRIGHT 2025/2026 ALLRIGHTS RESERVED
QUESTIONS WITH VERIFIED
ANSWERS. A+ GRADE 2025/2026.
Under Title III of the Americans with Disabilities Act, hospitals are required to do what? (paf,
customer experience) - ANS Provide resources to eliminate barriers in communication.
What is important when initiating a patient satisfaction survey?
(paf, customer experience) - ANS 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) - ANS To collect data, analyze data and evaluate actions.
Which of the following are part of patient satisfaction surveys?
(paf, customer experience) - ANS JD Power, Press Ganey and Post-service telephone calls to
the patient.
Customer service Communication is identified as what? (paf, customer experience) -
ANS Exchanging information with the patient.
Which are included in a KPI in Patient Access? (paf, customer experience) - ANS Accuracy
rate, Patient satisfaction score, Pre-registration rate.
1 @COPYRIGHT 2025/2026 ALLRIGHTS RESERVED
, What are the three steps to communication? (paf, customer experience) - ANS Encoding,
transmission and decoding
HEAT stands for? (paf, customer experience) - ANS Hear them out, empathize with the
customer, apologize, take responsibility for actions
All of the following are ways we communicate. (paf, customer experience) - ANS Body
Language, Talking, Facial expressions
Compassion and respect can be demonstrated in all of the following ways. (paf, customer
experience) - ANS Smiling, Making eye contact and Greeting the patient
What is the CMS rule that states that an inpatient stay must cross two midnights to be paid for
under Medicare Part A? (paf, regulatory compliance) - ANS Medicare Two-midnight rule
Which program is responsible for protecting the integrity of the Hospital and Human Services
(HHS) program by detecting and preventing fraud? (paf, regulatory compliance) - ANS OIG
An effective compliance level has a minimum of how many levels? (paf, regulatory compliance)
- ANS 7
All of the following are part of an effective compliance program. (paf, regulatory compliance) -
ANS Performing internal audits, establishing standards, procedures and policies
EMTALA is a regulation which protects patient from what? (paf, regulatory compliance) -
ANS Not being treating in an emergency due to lack of ability to pay.
All of the following are examples of PHI (paf, regulatory compliance) - ANS Patient names
and computer IP addresses
2 @COPYRIGHT 2025/2026 ALLRIGHTS RESERVED
