CHAA Exam Questions with Complete
Solutions
Barriers to communication include: Correct Answ_-Language
-Misconception
-Pain
-Fear
-Cultural beliefs
-Religious beliefs
-Physical impairment
-Emotional impairment
-Stereotypes
-Bias, prejudice
-Age
-Educational background
-Low motivation to communicate
-Defensiveness
-Partisan point of view — occurs when staff hold personal points of view on an issue
,-Gate-keeping — determining which information to share and which to withhold
-System overload — too many messages
-Bypassing — occurs when the sender and receiver don't have enough in common to accurately
decode
-Distrust
-Status barrier — lower-level staff don't feel comfortable communicating with higher-level
management
-Lack of assertiveness or self-confidence needed to voice opinions
-Impatience when trying to communicate with someone with less expertise
HEAT Correct Answ_H: Hear them out
E: Empathize with the customer
A: Apologize for the inconvenience
T: Take responsibility for action
Patient Identification Correct Answ_includes obtaining the patient's legal name, date of birth
and additional identifying information. This information is matched against the existing Master
Patient Index (MPI) to retrieve the patient's permanent medical record if there has been a
,previous encounter with the healthcare system. If the patient is new to the healthcare system, the
basic identifying information becomes the basis of a new health record.
According to the Centers for Disease Control and Prevention (CDC), Standard Precautions:
Correct Answ_Include a group of infection prevention practices that apply to all patients,
regardless of suspected or confirmed infection status, in any setting in which healthcare is
delivered. Standard Precautions are a set of infection control practices that healthcare personnel
use to reduce transmission of microorganisms in healthcare settings.
Standard Precautions protect both healthcare personnel and patients from contact with infectious
agents. Standard Precautions include: hand hygiene (hand washing with soap and water or use of
an alcohol-based hand sanitizer) before and after patient contact and personal protective
equipment (PPE) when exposure to blood, body fluids, excretions, secretions, mucous
membranes or non-intact skin is anticipated.
The preferred method of hand decontamination Correct Answ_is with an alcohol-based hand
rub, if hands are not visibly soiled. If hands are visibly soiled, an alcohol-based hand rub may be
utilized after removing visible material with soap and water. Alcohol-based hand rubs are a
convenient option for hand hygiene because:
-They kill more effectively and more quickly than hand washing with soap and water
-They are less damaging to skin than soap and water, resulting in less dryness and irritation
, -They require less time than hand washing with soap and water
-Bottles/dispensers can be placed at the point of care so they are more accessible
PPE Correct Answ_Personal Protective Equipment, "specialized clothing or equipment, worn
by an employee for protection against infectious materials."
OSHA Correct Answ_Occupational Safety and Health Administration
CS1. Under Title III of the Americans with Disabilities Act, hospitals are required to:
a. Provide information as to where restrooms are located.
b. Provide patients and families all documentation for the admission.
c. Provide resources to eliminate barriers in communication.
d. Ensure all patients are accommodated for admission. Correct Answ_C
CS2. What is not important when initiating a patient satisfaction survey?
a. What data measurements are required
b. What data measures are important to day-to-day management
c. What data measures are important to the organization's decision-making process
Solutions
Barriers to communication include: Correct Answ_-Language
-Misconception
-Pain
-Fear
-Cultural beliefs
-Religious beliefs
-Physical impairment
-Emotional impairment
-Stereotypes
-Bias, prejudice
-Age
-Educational background
-Low motivation to communicate
-Defensiveness
-Partisan point of view — occurs when staff hold personal points of view on an issue
,-Gate-keeping — determining which information to share and which to withhold
-System overload — too many messages
-Bypassing — occurs when the sender and receiver don't have enough in common to accurately
decode
-Distrust
-Status barrier — lower-level staff don't feel comfortable communicating with higher-level
management
-Lack of assertiveness or self-confidence needed to voice opinions
-Impatience when trying to communicate with someone with less expertise
HEAT Correct Answ_H: Hear them out
E: Empathize with the customer
A: Apologize for the inconvenience
T: Take responsibility for action
Patient Identification Correct Answ_includes obtaining the patient's legal name, date of birth
and additional identifying information. This information is matched against the existing Master
Patient Index (MPI) to retrieve the patient's permanent medical record if there has been a
,previous encounter with the healthcare system. If the patient is new to the healthcare system, the
basic identifying information becomes the basis of a new health record.
According to the Centers for Disease Control and Prevention (CDC), Standard Precautions:
Correct Answ_Include a group of infection prevention practices that apply to all patients,
regardless of suspected or confirmed infection status, in any setting in which healthcare is
delivered. Standard Precautions are a set of infection control practices that healthcare personnel
use to reduce transmission of microorganisms in healthcare settings.
Standard Precautions protect both healthcare personnel and patients from contact with infectious
agents. Standard Precautions include: hand hygiene (hand washing with soap and water or use of
an alcohol-based hand sanitizer) before and after patient contact and personal protective
equipment (PPE) when exposure to blood, body fluids, excretions, secretions, mucous
membranes or non-intact skin is anticipated.
The preferred method of hand decontamination Correct Answ_is with an alcohol-based hand
rub, if hands are not visibly soiled. If hands are visibly soiled, an alcohol-based hand rub may be
utilized after removing visible material with soap and water. Alcohol-based hand rubs are a
convenient option for hand hygiene because:
-They kill more effectively and more quickly than hand washing with soap and water
-They are less damaging to skin than soap and water, resulting in less dryness and irritation
, -They require less time than hand washing with soap and water
-Bottles/dispensers can be placed at the point of care so they are more accessible
PPE Correct Answ_Personal Protective Equipment, "specialized clothing or equipment, worn
by an employee for protection against infectious materials."
OSHA Correct Answ_Occupational Safety and Health Administration
CS1. Under Title III of the Americans with Disabilities Act, hospitals are required to:
a. Provide information as to where restrooms are located.
b. Provide patients and families all documentation for the admission.
c. Provide resources to eliminate barriers in communication.
d. Ensure all patients are accommodated for admission. Correct Answ_C
CS2. What is not important when initiating a patient satisfaction survey?
a. What data measurements are required
b. What data measures are important to day-to-day management
c. What data measures are important to the organization's decision-making process
