Deck 14: Customer Service and Patient Satisfaction

Question 1

Patient satisfaction data will play a major role in health care reform because hospitals that fail to receive high marks will receive less financial reimbursement for Medicare patients.

Answer 1

True

Question 2

The H-CAPS or HCAHPS survey is administered by telephone,mail,a meeting with a patient care advocate,or via the patient's participation in a small focus group.

Answer 2

False

Question 3

Health care is a business,and patients are customers.

Answer 3

True

Question 4

The definition of family may mean something very different to the patient than to you.You should accept whom the patient identifies as family and assist these individuals as they provide support for your patient.

Question 5

The goal of patient centered care is to provide the right care,for the right person,every time and at the least expense.

Question 6

To increase patient engagement,physicians and other health care providers should:

A)use medical terms and expect the patients to understand them.
B)only share the good news from diagnostic test results.
C)treat all patients exactly the same.
D)All of the above
E)None of the above

Question 7

When people become patients,most of them take charge of their own care and feel confident that they are in good hands.

Question 8

Being present in the moment means :

A)arriving for work on time.
B)concentrating on being there for the patient.
C)staying in your work area to be there when the patient needs you.
D)being aware of everything going on around you.
E)All of the above

Question 9

Patients who work with their doctors get better results,are more satisfied with their care,and are better prepared to manage their medical conditions.

Question 10

In health care,coworkers and physicians are considered as customers.

Question 11

Most hospitals no longer limit the number of visitors that a patient may have because research shows the more visitors the better in helping patients recover.

Question 12

The H-CAPS or HCAHPS survey asks patients to provide feedback about their:

A)last visit to their doctor's office.
B)experience while in the hospital.
C)health insurance plan.
D)All of the above
E)None of the above

Question 13

Patients who are admitted to the hospital via the emergency department tend to give higher scores on patient satisfaction surveys.

Question 14

Which of the following are ways to provide good customer service for patients?

A)Calling patients honey,sweetie,or dear to let them know you care about them
B)Giving patients special food and drinks to help them feel at home
C)Reviewing the medical records of all patients on your unit regardless of whether they are in your care
D)Offering your personal opinions to patients who ask for it
E)Asking yourself,if you were the patient,how you would want to be treated

Question 15

Sympathy is:

A)understanding and relating to another person's emotions or situation.
B)feeling sorrow or pity for another person.
C)showing no interest or concern in another person.
D)looking forward to something that probably won't happen.
E)None of the above

Question 16

When patients are hospitalized,they:

A)hear and notice everything going on around them.
B)pick-up on tension among staff members.
C)spend a lot of time waiting.
D)overhear telephone conversations down the hallway.
E)All of the above

Question 17

Which of the following are benefits of patient centered care?

A)Patients can be seen by any doctor they choose.
B)Patients may get a discount when cared for by a patient centered doctor.
C)Patients partner with their doctors to make decisions.
D)All of the above
E)None of the above

Question 18

Which of the following are ways for patients to become more engaged in their health care?

A)After missing an appointment,patients should contact their caregiver with an explanation.
B)Try to remember which prescription drugs they are taking and the dosages.
C)Respond to their doctor's questions,but avoid asking questions themselves.
D)Express expectations about their personal health in an open and honest manner.
E)None of the above

Question 19

If patients experience poor customer service they might:

A)go someplace else for their care in the future.
B)complain to their doctor who might start referring patients elsewhere.
C)tell other people about their negative experiences.
D)All of the above
E)None of the above

Question 20

Empathy is:

A)understanding and relating to another person's emotions or situation.
B)feeling sorrow or pity for another person.
C)showing no interest or concern in another person.
D)looking forward to something that probably won't happen.
E)None of the above

Question 21

To provide good customer service for visitors in your facility,you should:

A)let people know if they will need to wait,and explain why and for how long.
B)offer people a beverage when possible.
C)give good directions to people who don't know their way around the facility.
D)All of the above
E)None of the above

Question 22

Which of the following conveys an appropriate level of optimism on the part of the patient's caregiver?

A)Informing the patient that his or her medical team has given up on the patient's recovery
B)Giving the patient false hope about possible outcomes
C)Pointing out tiny improvements in the patient's condition
D)Accepting the fact that some patients won't leave the hospital alive
E)None of the above

Question 23

When a patient's family member brings things from home to comfort the patient,such as favorite foods,flowers,and personal items,it is the responsibility of the patient's caregiver to remove the clutter to avoid inconveniencing coworkers and doctors.

Question 24

What should health care workers do when they call patients to inform them of their test results?

A)Have sufficient information at hand to answer the patient's questions
B)Provide details so that patients can go online and learn more about their conditions and potential treatment options
C)Expect that some patients will ask to speak with the doctor
D)All of the above
E)None of the above

Question 25

Which of the following statements best describes medical doctors?

A)They have hopes and dreams,feelings and fears,and frailties and flaws just like everyone else.
B)Much of the time they're in a hurry and under a great deal of stress.
C)Some of them literally hold life and death in their hands on a daily basis.
D)One day a doctor may be friendly with workers,and the next day grumpy.
E)All of the above