Exam (elaborations) CHAA e478

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 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 -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.