Page 1 of 237
CHAA EXAM AND STUDY GUIDE NEWEST 2025 TEST
BANK| COMPLETE 850 REAL EXAM QUESTIONS AND
CORRECT DETAILED ANSWERS (VERIFIED ANSWERS)
GRADED A+| CERTIFIED HEALTHCARE ACCESS
ASSOCIATE CERTIFICATION EXAM PREP 2025/2026
(BRAND NEW!!)
CHAA .....ANSWER..... Certified Healthcare Access Associate
NAHAM .....ANSWER..... The National Association of Healthcare
Access Management
AIDET .....ANSWER..... Acknowledge, Introduce, Duration,
Explanation and Thanks
Active Customer Feedback .....ANSWER..... occurs when the
provider requests information from the patient. Ex. Customer
surveys, Customer comment cards and Customer callback
programs
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Passive Customer Feedback .....ANSWER..... Is the formal and
informal process of obtaining and responding to patient
compliments and concerns. Ex. Reviewing letters from patients
and families and Conversations with patients/families
Types of Surveys .....ANSWER..... -Face to face
-Telephone survey
-Mail-in questionnaire
-E-mail
-Patient portal
-Secret shopping
When initiating a patient satisfaction survey, it is important to
determine: .....ANSWER..... -What data measurements are
required
-What data measurements are important to the organization's
decision-making process
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-What data measurements are important to day-to-day
management
HCAHPS (also known as Hospital CAHPS) .....ANSWER.....
Hospital Consumer Assessment of Healthcare Providers and
Systems and is a standardized survey of hospital patients that
will capture patients' unique perspectives on hospital care for the
purpose of providing the public with comparable information on
hospital quality.
The purpose of any quality improvement program is to:
.....ANSWER..... -Collect data
-Analyze data
-Initiate education or remedial action
-Evaluate actions
TJC .....ANSWER..... The Joint Commission (TJC) is an independent,
not-for-profit organization that evaluates and accredits more
, Page 4 of 237
than 21,000 healthcare organizations in the United States3. TJC
evaluates hospitals, healthcare networks, managed care
organizations and healthcare organizations that provide home
care, long-term care, behavioral health care, and laboratory
and ambulatory care services. TJC was founded in 1951 and is
considered the nation's oldest and largest standards-setting and
healthcare accrediting body.
Its mission is "to continuously improve healthcare for the public, in
collaboration with other stakeholders, by evaluating healthcare
organizations and inspiring them to excel in providing safe and
effective care of the highest quality and value."
The Joint Commission, requires healthcare organizations to
identify and report on quality improvement initiatives.
CHAA EXAM AND STUDY GUIDE NEWEST 2025 TEST
BANK| COMPLETE 850 REAL EXAM QUESTIONS AND
CORRECT DETAILED ANSWERS (VERIFIED ANSWERS)
GRADED A+| CERTIFIED HEALTHCARE ACCESS
ASSOCIATE CERTIFICATION EXAM PREP 2025/2026
(BRAND NEW!!)
CHAA .....ANSWER..... Certified Healthcare Access Associate
NAHAM .....ANSWER..... The National Association of Healthcare
Access Management
AIDET .....ANSWER..... Acknowledge, Introduce, Duration,
Explanation and Thanks
Active Customer Feedback .....ANSWER..... occurs when the
provider requests information from the patient. Ex. Customer
surveys, Customer comment cards and Customer callback
programs
,Page 2 of 237
Passive Customer Feedback .....ANSWER..... Is the formal and
informal process of obtaining and responding to patient
compliments and concerns. Ex. Reviewing letters from patients
and families and Conversations with patients/families
Types of Surveys .....ANSWER..... -Face to face
-Telephone survey
-Mail-in questionnaire
-Patient portal
-Secret shopping
When initiating a patient satisfaction survey, it is important to
determine: .....ANSWER..... -What data measurements are
required
-What data measurements are important to the organization's
decision-making process
,Page 3 of 237
-What data measurements are important to day-to-day
management
HCAHPS (also known as Hospital CAHPS) .....ANSWER.....
Hospital Consumer Assessment of Healthcare Providers and
Systems and is a standardized survey of hospital patients that
will capture patients' unique perspectives on hospital care for the
purpose of providing the public with comparable information on
hospital quality.
The purpose of any quality improvement program is to:
.....ANSWER..... -Collect data
-Analyze data
-Initiate education or remedial action
-Evaluate actions
TJC .....ANSWER..... The Joint Commission (TJC) is an independent,
not-for-profit organization that evaluates and accredits more
, Page 4 of 237
than 21,000 healthcare organizations in the United States3. TJC
evaluates hospitals, healthcare networks, managed care
organizations and healthcare organizations that provide home
care, long-term care, behavioral health care, and laboratory
and ambulatory care services. TJC was founded in 1951 and is
considered the nation's oldest and largest standards-setting and
healthcare accrediting body.
Its mission is "to continuously improve healthcare for the public, in
collaboration with other stakeholders, by evaluating healthcare
organizations and inspiring them to excel in providing safe and
effective care of the highest quality and value."
The Joint Commission, requires healthcare organizations to
identify and report on quality improvement initiatives.
