CHAA COMPREHENSIVE QUESTIONS AND VERIFIED CORRECT ANSWERS
GRADE A+ GET IT RIGHT 2024 UPDATE
Types of Surveys
-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:
-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)
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:
-Collect data
-Analyze data
-Initiate education or remedial action
-Evaluate actions
CHAA
Certified Healthcare Access Associate
NAHAM
The National Association of Healthcare Access Management
AIDET
Acknowledge, Introduce, Duration, Explanation and Thanks
Active Customer Feedback
occurs when the provider requests information from the patient. Ex. Customer surveys, Customer
comment cards and Customer callback programs
Passive Customer Feedback
, 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
TJC
The Joint Commission (TJC) is an independent, not-for-profit organization that evaluates and accredits
more 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.
TJC defines quality control as:
The performance processes through which actual performance is measured and compared with goals,
and the difference is acted on.
TJC defines quality assurance/improvement as:
An approach to the continuous study and improvement of providing healthcare services to meet the
needs of individuals and others.
TJC defines performance improvement as:
The continuous study and adaptation of a healthcare organization's functions and processes to increase
the probability of achieving desired outcomes.
KPI
Key Performance Indicators
KPIs generally monitored in Patient Access
-Pre-registration percentage
-Wait times: during scheduling and arrival
-Accuracy rate
-Upfront collections/point-of-service (POS) collections
-Unbilled dollars
-Productivity
-Patient satisfaction
-Employee satisfaction
-Insurance verification rate
-Scheduling abandonment rate
GRADE A+ GET IT RIGHT 2024 UPDATE
Types of Surveys
-Face to face
-Telephone survey
-Mail-in questionnaire
-Patient portal
-Secret shopping
When initiating a patient satisfaction survey, it is important to determine:
-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)
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:
-Collect data
-Analyze data
-Initiate education or remedial action
-Evaluate actions
CHAA
Certified Healthcare Access Associate
NAHAM
The National Association of Healthcare Access Management
AIDET
Acknowledge, Introduce, Duration, Explanation and Thanks
Active Customer Feedback
occurs when the provider requests information from the patient. Ex. Customer surveys, Customer
comment cards and Customer callback programs
Passive Customer Feedback
, 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
TJC
The Joint Commission (TJC) is an independent, not-for-profit organization that evaluates and accredits
more 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.
TJC defines quality control as:
The performance processes through which actual performance is measured and compared with goals,
and the difference is acted on.
TJC defines quality assurance/improvement as:
An approach to the continuous study and improvement of providing healthcare services to meet the
needs of individuals and others.
TJC defines performance improvement as:
The continuous study and adaptation of a healthcare organization's functions and processes to increase
the probability of achieving desired outcomes.
KPI
Key Performance Indicators
KPIs generally monitored in Patient Access
-Pre-registration percentage
-Wait times: during scheduling and arrival
-Accuracy rate
-Upfront collections/point-of-service (POS) collections
-Unbilled dollars
-Productivity
-Patient satisfaction
-Employee satisfaction
-Insurance verification rate
-Scheduling abandonment rate
