Chapter 7 Part 1

Question 1

Individuals within the organization who receive products or services from an organizational unit or department

Answer 1

Internal Customers

Question 2

Individuals from outside the organization who receive products or services from within the organization

Answer 2

External Customers

Question 3

What does the acronym HCAHPS stand for?

Answer 3

Hospital Consumer Assessment of Healthcare Providers and Systems

Question 4

Collect consistent data on patients’ perspectives of their care that allow for comparison between hospitals

Publicly report survey data in order to incentivize hospitals to improve their quality of care

Enhanced accountability for care provided

Answer 4

HCAHPS Survey

Question 5

What are the aspects of quality that define products and services to customers?

Answer 5

Reliability
Responsiveness
Assurance
Empathy
Features
Perceived Quality

Question 6

Offer a product or service as advertised

Answer 6

Reliability

Question 7

How staff responds to unanticipated service needs

Answer 7

Responsiveness

Question 8

Knowledge and courtesy of the staff that provide the goods and services

Answer 8

Assurance

Question 9

Staff’s willingness to relate to customers as fellow human beings with feelings and emotions

Answer 9

Empathy

Question 10

Aspects that distinguish one organization from another or that add value in a customer’s opinion

Answer 10

Features