NAHQ CPHQ CPHQ Questions & Answers

• Question 1:

  An alternative to a walk-through is a similar technique called ___________. A staff member asks permission to accompany a patient through the visit and take notes on patients' experience.

  A. Patient graphing

  B. Patient shadowing

  C. Patient profiling

  D. Patient counselling

  Correct Answer: B

• Question 2:

  _____________ allows for more in-depth exploration of the causes of dissatisfaction and can provide excellent ideas for reengineering services. In addition, its videotapes can be effective at changing the attitudes and beliefs of staff members because the stories participants tell animate the emotional effect of excellent service as well as service failures.

  A. Focus group

  B. Walk-throughs

  C. Complaint letters

  D. Patient and family advisory councils

  Correct Answer: A

• Question 3:

  Once listing posts system is in place, root-cause analyses can be performed to identify particular problems, such as a staff member or medical group that contributes to problems, or problems that are systemic to the delivery of care, such as an antiquated manual appointment system.

  Listing post strategies include: (Choose two.)

  A. Surveys

  B. Focus group

  C. Patient and family advisory services

  D. Suggestion boxes

  Correct Answer: AB

• Question 4:

  Experts on delivering superior customer service suggest that healthcare organizations adopt the following set principles EXCEPT:

  A. Hire service-savvy people. Aptitude is everything; people can be taught technical skills

  B. Establish high standards of customer service

  C. Evaluate processes of care to reduce patients and family anxiety and thus increase satisfaction

  D. Help staff focus on service

  Correct Answer: C

• Question 5:

  Many assume they understand how to fix the problem and do not probe beneath the surface of complaints and use survey responses. Organizations should not be surprised by negative reports. Complaints about unhelpful office staff could stem from many sources.

  For instance:

  A. Employees did not provide clear directions to patients on how to get the practice

  B. Patients were not able to get an appointment when they needed one

  C. Employees put patients on hold in the middle of medical emergencies

  D. All of these

  Correct Answer: D

• Question 6:

  Patient satisfaction and patient experience-of-care surveys are the most common quantitative measures healthcare organizations use, but they can use other important ___________ to obtain important information from patients and their families to guide improvement work. (Choose two.)

  A. Qualitative measures

  B. Listing posts

  C. Patient satisfaction surveys

  D. Focus group research

  Correct Answer: AB

• Question 7:

  Healthcare organizations' ability to deliver high-quality, patient-centered care to their members and patients depends in part on their understanding of basic customer service principles and their ability to integrate these principles into clinical settings. Healthcare organizations should pay attention to customer service for several reasons.

  Which of the following is NOT out of t hose reasons?

  A. Better service translates into higher satisfaction for the patient and, subsequently, for the employer who pays most of the bills

  B. As in any other service industry, a satisfied (and loyal) member or patient creates value over the course of a life time.

  C. Poor customer service raises the risk of a negative "grapevine effect"

  D. Existing patients and members are a valuable source of information healthcare organizations can use to learn how to improve what they do and reduce waste by eliminating services that are unnecessary or not valued

  Correct Answer: D

• Question 8:

  Case-mix adjustment accounts for the different types of patients in institutions. Adjustment should be

  considered when hospital survey results are being released to the public.

  The characteristics commonly associated with the patient reports on quality of care are all of the following

  EXCEPT:

  (Choose two.)

  A. Patient age (i.e., older patients tend to report fewer problems with care)

  B. Discharge service (e.g., childbirth patients evaluate their experiences more favorably than do medical or surgical patients; medical patients report the most problems with care)

  C. Patient satisfaction

  D. Number of visits to the hospitals

  Correct Answer: CD

• Question 9:

  Typically, patients receive questionnaires from two weeks to four months after discharge from the hospitals. This delay raises concern about the reliability of the patient's memory.

  Memory studies have shown that:

  A. The greater the effects of the hospitalization and the nature of the condition are, the greater the patient's ability is to recall health events

  B. The greater the effects of the hospitalization and the nature of the condition are, the lower the patient's ability is to recall health events

  C. The lower the effects of the hospitalization and the nature of the condition are, the greater the patient's ability is to recall health events

  D. None of these

  Correct Answer: A

• Question 10:

  Studies comparing self-reports with proxy reports do not consistently support the hypothesis that self-

  reports are more accurate than proxy reports.

  However, conclusions drawn from studies in which responses were verified using hospital and physician

  records show that, on average:

  (Choose two.)

  A. Self-reports tend to be more accurate than proxy reports

  B. Health events are underreported in both populations

  C. Proxy reports tend to be more accurate than self-reports

  D. Health events are reported in both populations

  Correct Answer: AB