Practice Questions

Question 1

Under Title III of the Americans with Disabilities Act, hospitals are required to:

a. Provide information as to where restrooms are located.
b. Provide patients and families all documentation for the admission.
c. Provide resources to eliminate barriers in communication.
d. Ensure all patients are accommodated for admission.

Answer 1

c. Provide resources to eliminate barriers in communication.

Question 2

What is NOT important when initiating a patient satisfaction survey?

a. What data measurements are required
b. What data measures are important to day-to-day management
c. What data measures are important to the organizations decision-making process
d. What data measures are needed to care for the patient

Answer 2

d. What data measures are needed to care for the patient

Question 3

Which is not a purpose of any quality improvement program?

a. Collect data
b. Analyze data
c. Blame someone for the mistake
d. Evaluate actions

Answer 3

c. Blame someone for the mistake

Question 4

Which of the following is not a patient satisfaction survey:

a. CMS survey
b. JD Power
c. Press Ganey
d. Post-service telephone call to patient

Answer 4

a. CMS survey

Question 5

Communication is:

a. Providing a newspaper to the patient or family
b. Exchanging information with the patient
c. Sharing the telephone with the patient
d. Giving a patient a prescription

Answer 5

b. Exchanging information with the patient

Question 6

Which is not a KPI in Patient Access?

a. Accuracy rate
b. CLABSI rate
c. Patient satisfaction score
d. Pre-registration rate

Answer 6

b. CLABSI rate

Question 7

HEAT stands for:

a. Help the patient, explain the situation, apologize, thank the patient
b. Hear the patient out, explain the situation, apologize, take responsibility for actions
c. Hear them out, empathize with the customer, apologize, take responsibility for actions
d. Hear them out, empathize with the customer, amend the situation, thank the patient

Answer 7

c. Hear them out, empathize with the customer, apologize, take responsibility for actions

Question 8

All of the following are ways we communicate, except:

a. Body language
b. Eating
c. Talking
d. Facial expressions

Answer 8

b. Eating

Question 9

What are the three steps to communication?

a. Decipher, transmission, receiving
b. Encoding, transmission, sharing
c. Encoding, transmission, decoding
d. Decipher, receiving, transmitting

Answer 9

c. Encoding, transmission, decoding