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.

Accepted Answer

This statement is true. A major part of health care reform involves tying Medicare reimbursement to patient satisfaction scores, so hospitals that do not receive high satisfaction scores will receive less financial reimbursement for Medicare patients. This incentivizes hospitals to prioritize patient satisfaction and improve the quality of care they provide.

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.

Accepted Answer

The HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) survey is administered to patients through mail, telephone, interactive voice response, and mail with telephone follow-up, but not through meetings with patient care advocates or participation in small focus groups.

Question 3

Health care is a business,and patients are customers.

Accepted Answer

Health care providers offer services and treatments for a fee, and patients pay for those services. As such, health care is a business, with patients acting as customers.

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.

Accepted Answer

It is important to respect the patient's perspective on who they consider to be family and provide support to those individuals as they may be important in the patient's care and recovery.

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.

Accepted Answer

The goal of patient-centered care is to provide care that is respectful of, and responsive to, individual patient preferences, needs, and values, ensuring that patient values guide all clinical decisions, rather than focusing primarily on cost.

Question 6

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

Accepted Answer

Using medical terms that patients may not understand can lead to confusion and decreased engagement in their own care. Only sharing good news from test results can lead to a false sense of security and lack of proactive decision-making by the patient. Treating all patients exactly the same ignores individual needs and preferences. Therefore, none of the above options are effective strategies to increase patient engagement. Instead, healthcare providers should use clear and concise language, share all relevant information (both positive and negative), and tailor their approach to each individual patient for optimal engagement.

Question 7

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

Accepted Answer

While some patients may take charge of their own care, not all do. Some may feel overwhelmed or uncertain about their treatment, and may rely heavily on their healthcare providers for guidance and support. It is ultimately up to the individual patient and their personal preferences and beliefs regarding healthcare.

Question 8

Being present in the moment means :

Accepted Answer

Being present in the moment means giving your complete attention to the task at hand, which in this case is being there for the patient. It involves being fully engaged in the present moment and actively listening and responding to the patient's needs. While arriving for work on time and staying in your work area can contribute to being present, they are not the sole indicators of being fully present in the moment. Being aware of everything going on around you may actually be counterproductive as it can distract you from being fully present with the patient.

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.

Accepted Answer

Research has shown that patients who actively participate in their healthcare, communicate effectively with their doctors, and take an active role in managing their medical conditions tend to have better outcomes and greater satisfaction with their care. This collaborative approach to healthcare is often referred to as "patient-centered care," and it has been shown to be effective in improving health outcomes for a wide range of medical conditions.

Question 10

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

Accepted Answer

In healthcare, the concept of internal customers includes coworkers and physicians, recognizing the interdependent relationships and the need to provide support and service to one another to ensure high-quality patient care.

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.

Accepted Answer

This statement is not entirely true. While some hospitals may have lifted visitor restrictions during non-pandemic times, there may still be limitations based on the patient's condition or the hospital's policies. Additionally, while social support from friends and family can be beneficial for a patient's recovery, there is not necessarily conclusive research that "more visitors" is always better. Each patient's situation may be unique and require individualized consideration when it comes to visitors.

Question 12

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

Accepted Answer

The H-CAPS or HCAHPS survey is designed specifically to collect feedback from patients about their experience while in the hospital, not about their last visit to their doctor's office or their health insurance plan.

Question 13

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

Accepted Answer

Patients admitted through the emergency department often report lower satisfaction scores due to the stressful circumstances of their admission, longer wait times, and the hurried nature of care in emergency situations.

Question 14

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

Accepted Answer

Asking oneself how they would want to be treated is a good way to provide good customer service for patients. A, B, C, and D are not appropriate ways to provide good customer service as they may be seen as unprofessional or inappropriate.

Question 15

Sympathy is:

Accepted Answer

Sympathy involves feeling sorrow or pity for the hardships that another person encounters, which is accurately described in option B.

Question 16

When patients are hospitalized,they:

Accepted Answer

All of the options listed are true for patients who are hospitalized. Patients may hear and notice everything going on around them, including staff conversations and tension. They typically spend a lot of time waiting for tests, procedures, and consultations. Additionally, they may overhear conversations down the hallway due to the open nature of hospital wards.

Question 17

Which of the following are benefits of patient centered care?

Accepted Answer

Patient centered care emphasizes partnership between the patient and their doctor in decision making, which can lead to better outcomes and improved patient satisfaction. A and B are not benefits of patient centered care.

Question 18

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

Accepted Answer

Patients can become more engaged in their health care by expressing their expectations about their personal health openly and honestly, which fosters better communication and understanding with their healthcare providers.

Question 19

If patients experience poor customer service they might:

Accepted Answer

Patients who experience poor customer service are likely to take action in response, and that action may involve any or all of the options provided. They may decide to seek care elsewhere in the future, they may complain to their doctor and cause them to refer patients elsewhere, and they may share their negative experiences with others, potentially dissuading them from choosing the same provider. Therefore, all of the options listed are possible outcomes when patients experience poor customer service.

Question 20

Empathy is:

Accepted Answer

Empathy is the ability to understand and relate to another person's emotions or situation. It involves being able to put oneself in another person's shoes and feel what they are feeling. This is different from feeling sorry for someone (B) or showing no interest or concern (C). D is completely unrelated to the concept of empathy.

Quiz 14: Customer Service and Patient Satisfaction