Patient Experience Midterm Exam Questions with Verified Answers Latest Update 2025 Graded A+
How did the report of quality measures to CMS begin? - Answers Hospitals could voluntarily report
quality measures starting in 2001- adapting to current state from there
What is HCAHPS - Answers Hospital Consumer Assessment of Healthcare Providers and System
What are some metrics for outcome of care? - Answers mortality, readmission, complications, hospital
associated infections
Describe "Pay for performance" - Answers provide financial incentives to hospitals, physicians, and other
providers to carry out improvement and achieve optimal outcomes for patients
What are some reasons patients may not voice their complaints? - Answers Don't know where to
complain, afraid of retribution, not worth the trouble
What are the IOM six aims of for quality (established in 2001) - Answers Safe, time, effective, efficient,
equitable, patient-centered (STEEEP)
What is the IHI triple aim? - Answers improve patient experience, improve health of populations, reduce
per capita cost
Describe health literacy - Answers capacity to obtain, process and understand basic health information
needed to make appropriate health decisions
What percentage of adults are estimated to have a proficient health literacy - Answers 12 %
Which year was the American Society for Hospital Risk Management formed? - Answers 1980
What was the original name for the CMS - Answers Health Care Financing Administration
What is the definition of Culture (Irwin Press) - Answers Culture exists when its members share values
and behaviors that they take for granted
What is empathy - Answers the ability to understand and share the feelings of another
What percentage of CMS reimbursement is dependent on patient satisfaction scores - Answers 1%
What are the 4 basic needs that should be met to create an ideal patient experience - Answers
confidence, integrity, pride, passion
In which year did hospitals establish patient advocates and representatives? - Answers 1965
In which year did the American hospital association develop patients bill of rights - Answers 1973
What is the RATER scale and when was it developed - Answers Reliability, Assurance, Tangibles,
Empathy, Responsiveness (early 80s)
, What are some of the key concepts of the Planetree model - Answers Importance of social support,
patient/resident education, healing environment (design- iron curtain)
In which year were Diagnostic Related Groups (DRG) introduced? - Answers 1983
What is the Emergency Medical Treatment and Labor Act (EMTALA) and when was it established -
Answers requires hospitals to stabilize any patient who shows up in the ER regardless of ability to pay
(1986)
When was the Health Insurance Portability and Patient Protection Act (HIPPA) created? - Answers 1996
In which year did the IOM publish the report "To Err is Human" regarding the significance of medical
errors - Answers 1999
What is the IPFCC - Answers Institute for patient family-centered care
What are some of the limitations to the Press Ganey surveys - Answers low return rate, minorities
underrepresented
What is a "Likert" scale - Answers Ex: Very poor, poor, fair, good, very good
What is the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) - Answers
first national standardized publicly reported survey of patients perceptions of hospital experience
What are the main functions of the Office of Patient Relations - Answers Provide a centralized
mechanism for addressing patient concerns, liaison between patients and medical providers
What are the main goals of the Office of Patient Relations at Rush - Answers Understand service gaps
through increased complaint capture
Improve complaint resolution time
What is a level 1 complaint - Answers concern addressed immediately by employee
What is a level 2 complaint - Answers addressed at employee or escalated to management with
additional tools (coupons, parking, flowers)
What is a level 3 complaint - Answers employee escalates to manager refers patient/family or concern
to patient relations
What are the characteristics of hospitals that did well with value based purchasing? - Answers smaller,
didn't train residents, more affluent patient mix, for profit
What are the characteristics of hospitals that did NOT do well with value based purchasing? - Answers
bigger, teaching hospitals, poor patients, govt owned
How did the report of quality measures to CMS begin? - Answers Hospitals could voluntarily report
quality measures starting in 2001- adapting to current state from there
What is HCAHPS - Answers Hospital Consumer Assessment of Healthcare Providers and System
What are some metrics for outcome of care? - Answers mortality, readmission, complications, hospital
associated infections
Describe "Pay for performance" - Answers provide financial incentives to hospitals, physicians, and other
providers to carry out improvement and achieve optimal outcomes for patients
What are some reasons patients may not voice their complaints? - Answers Don't know where to
complain, afraid of retribution, not worth the trouble
What are the IOM six aims of for quality (established in 2001) - Answers Safe, time, effective, efficient,
equitable, patient-centered (STEEEP)
What is the IHI triple aim? - Answers improve patient experience, improve health of populations, reduce
per capita cost
Describe health literacy - Answers capacity to obtain, process and understand basic health information
needed to make appropriate health decisions
What percentage of adults are estimated to have a proficient health literacy - Answers 12 %
Which year was the American Society for Hospital Risk Management formed? - Answers 1980
What was the original name for the CMS - Answers Health Care Financing Administration
What is the definition of Culture (Irwin Press) - Answers Culture exists when its members share values
and behaviors that they take for granted
What is empathy - Answers the ability to understand and share the feelings of another
What percentage of CMS reimbursement is dependent on patient satisfaction scores - Answers 1%
What are the 4 basic needs that should be met to create an ideal patient experience - Answers
confidence, integrity, pride, passion
In which year did hospitals establish patient advocates and representatives? - Answers 1965
In which year did the American hospital association develop patients bill of rights - Answers 1973
What is the RATER scale and when was it developed - Answers Reliability, Assurance, Tangibles,
Empathy, Responsiveness (early 80s)
, What are some of the key concepts of the Planetree model - Answers Importance of social support,
patient/resident education, healing environment (design- iron curtain)
In which year were Diagnostic Related Groups (DRG) introduced? - Answers 1983
What is the Emergency Medical Treatment and Labor Act (EMTALA) and when was it established -
Answers requires hospitals to stabilize any patient who shows up in the ER regardless of ability to pay
(1986)
When was the Health Insurance Portability and Patient Protection Act (HIPPA) created? - Answers 1996
In which year did the IOM publish the report "To Err is Human" regarding the significance of medical
errors - Answers 1999
What is the IPFCC - Answers Institute for patient family-centered care
What are some of the limitations to the Press Ganey surveys - Answers low return rate, minorities
underrepresented
What is a "Likert" scale - Answers Ex: Very poor, poor, fair, good, very good
What is the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) - Answers
first national standardized publicly reported survey of patients perceptions of hospital experience
What are the main functions of the Office of Patient Relations - Answers Provide a centralized
mechanism for addressing patient concerns, liaison between patients and medical providers
What are the main goals of the Office of Patient Relations at Rush - Answers Understand service gaps
through increased complaint capture
Improve complaint resolution time
What is a level 1 complaint - Answers concern addressed immediately by employee
What is a level 2 complaint - Answers addressed at employee or escalated to management with
additional tools (coupons, parking, flowers)
What is a level 3 complaint - Answers employee escalates to manager refers patient/family or concern
to patient relations
What are the characteristics of hospitals that did well with value based purchasing? - Answers smaller,
didn't train residents, more affluent patient mix, for profit
What are the characteristics of hospitals that did NOT do well with value based purchasing? - Answers
bigger, teaching hospitals, poor patients, govt owned
