Exam (elaborations) CHAA851

What act requires language barriers to be identified and accommodated? - ANSWER American with Disabilities Act (ADA) under Title III What does AIDET stand for? - ANSWER Acknowledge, Introduce, Duration, Explanation and Thanks Two ways of obtaining customer feedback - ANSWER Active and Passive What is active customer feedback? - ANSWER The provider requests information from the patient What is passive feedback? - ANSWER The process of responding to patient complaints and concerns Uses for positive and negative survey results? - ANSWER Positive scores for public relations, Negative scores for performance improvement 3 factors to consider when initiating a patient satisfaction survey - ANSWER data measurements are required, important to the organizations decision-making and important to day-to-day management What is HCAHPS? - ANSWER (Hospital Consumer Assessment of Healthcare Providers and Systems) is a survey of hospital patients that captures their perspective on hospital care Purpose of a quality improvement program - ANSWER collect data, analyze data, initiate education, evaluate actions Definition of quality control - ANSWER the performance processes through which actual performance is measured and compared with goals Definition of quality assurance/improvement - ANSWER an approach to the continuous study and improvement of providing healthcare services Definition of performance improvement - ANSWER The continuous study and adaptation of a healthcare organization's functions and processes What are KPIs? - ANSWER (Key Performance Indicators) are quantifiable measurements that reflect the critical success factors of an organization General Key Performance Indicators (KPI) for Patient Access - ANSWER preregistration percentage, wait times, accuracy rate, collections, productivity, patient satisfaction, unbilled dollars, employee satisfaction 3 Steps to Communication - ANSWER Encoding, Transmission, Decoding Definition of Encoding - ANSWER A message is translated from an idea into symbols Definition of Transmission - ANSWER The encoded message is sent through some medium to the receiver Definition of Decoding - ANSWER The receiver must translate or interpret the symbols used by the sender Barriers to Communication - ANSWER Gate-keeping, distrust, status, emotions, lack of self confidence, impatience, low motivation to communicate What does HEAT mean for communication? - ANSWER Hear them out, Empathize with the customer, Apologize for the inconvenience, Take responsibility for action What does MPI stand for? - ANSWER Master Patient Index What are standard precautions? - ANSWER A met of infection control practices that healthcare personnel use to reduce transmission of microorganisms What is the Office of the Inspector General (OIG)? - ANSWER A division of the US Dept of Health and Human Services (HHS) that is responsible to protect the integrity of HHS programs and the well being of its beneficiaries OIG definition of compliance - ANSWER A dynamic process that helps to ensure that hospitals are better able to fulfill their commitment to ethical behavior Elements of a compliance Program - ANSWER Establish compliance standards, assign oversight responsibility, evaluate employees, education on compliance issues, monitoring reporting systems, discipline for non-compliance, re