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Customer Experience Flashcards

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1
Q

Hospitals provide medical care regardless of these considerations.

A

Race, creed, color, sex, national origin, sexual orientation, disability, age, and ability to pay.

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2
Q

What patient needs must employees recognize and how should they respond to them?

A

Emotional and spiritual needs; refer the patient to the appropriate staff to assist (usually healthcare provider or pastoral care).

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3
Q

How should Access respond to patient questions?

A

Answer only those related to job function; refer to appropriate staff for remaining concerns.

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4
Q

What types of questions might Access ask patients?

A

Name and Contact Information
Primary/Speciality Providers’ Names and Contact Information
Insurance Information
Medical Problem/Procedure
Prep Information Provided by Physician/Department
Last Visit Information
Financial Responsibility (Deductible, Co-Pays)
Special Needs According to ADA Guidelines
Language Barriers

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5
Q

How can personnel assist patients in determining how accounts are to be paid?

A

Coordinating benefits with payers, point of service payments, payment arrangements, and/or charity care.

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6
Q

What should Medicare- or Medicaid-enrolled patients present at registration, and where can the information be obtained otherwise?

A

Current identification card; Medicare/Medicaid website

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7
Q

What if patient is not enrolled in Medicare/Medicaid but believes they might be eligible?

A

Hospital personnel should refer patient as appropriate to state officials for eligibility.

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8
Q

What understanding should patients demonstrate?

A

Understanding of co-payments, deductibles, other financial issues, and how to get additional information if required.

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9
Q

What is a good source of information on determining special needs such as private rooms, specific bed types, or other clinical indications?

A

The Physician Order

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10
Q

What provision requires hospitals to communicate effectively with patients, family members, and visitors who are hard of hearing, and to take reasonable steps to provide meaningful access to persons with limited English proficiency (LEP)?

A

Title III of the Americans with Disabilities Act (ADA)

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11
Q

How must Access staff assist with communication as point of first contact?

A

Identify communication barriers for patients, family members, and visitors; identify/utilize resources to eliminate communication barriers; document patient’s preferred language in registration system.

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12
Q

What requirements does eliminating communication barriers help to meet?

A

Meaningful Use

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13
Q

How can Access verify the patient understands the information given?

A

Ask Confirming Questions (“Does what I’ve said make sense to you?”)
Ask Patient to Repeat in Own Words

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14
Q

What might patients do despite not understanding information?

A

Nod in agreement, say they understand.

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15
Q

How can Access encourage a patient-centered interview that promotes patient communication?

A

By taking pacing and timing cues from the patient.

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16
Q

What accommodations can preserve the safety, dignity, and comfort of larger patients and visitors?

A

Special beds and waiting room chairs, large wheelchairs. (Staff should be educated on back safety to prevent injury when assisting.)

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17
Q

What are impressions about a facility’s service levels the result of?

A

Staff Behavior and Attitude

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18
Q

Who are customers of Patient Access?

A

Patients, physicians, physicians’ office staff, internal departments and employees, visitors, clergy, third party payers, and suppliers

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19
Q

What traditional concerns are factors related to customer satisfaction?

A

Waits and delays in service, proper room and food temperature, noise levels, pleasant smiles

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20
Q

How are patients becoming active consumers of healthcare?

A

By becoming active participants not only in clinical decisions but also financial decisions related to their own healthcare.

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21
Q

What must Patient Access be able to demonstrate and communicate to the patient in addition to the ability to provide timely and accurate registration services?

A

A high level of understanding about third-party payer requirements, out-of-pocket expenses, financial assistance programs, and government regulations and guidelines.

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22
Q

When must the same customer service standards be met as in in-person interviews?

A

In interviews conducted over the telephone.

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23
Q

Patients expect Patient Access Associates to:

A

Be technically competent; show compassion; keep them and families/friends informed; be sensitive to inconvenience and stress; protect privacy; anticipate individual needs and respond accordingly; use terms and language they can understand; be an informative, sole resource; know the organization’s values; make a personal connection; show enthusiasm; practice AIDET

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24
Q

What is AIDET?

A

Acknowledge, Introduce, Duration, Explanation and Thanks

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25
What is as significant as competence in creating a positive healthcare experience?
Compassion
26
What specific behaviors can demonstrate compassion and show the patient genuine care and concern?
Smiling, making eye contact
27
How should patients be addressed?
Access should ask the patient their preferred way to be addressed. Slang terms such as "honey" and "sweetie" are not appropriate and demean the patient.
28
What additional behaviors positively impact the experience of the customers?
Allowing patients/visitors to step off of elevators before entering; escorting rather than pointing the way, anticipating customer needs
29
What shared goal do all departments and employees have?
A positive patient experience.
30
How can staff members be a successful member of the patient care team?
Demonstrate creativity and flexibility and accept responsibility for problem identification and resolution.
31
There are two methods for obtaining customer feedback: _______ and _______.
Active and Passive
32
Actively soliciting customer feedback can be done by:
Customer surveys, customer comment cards, customer callback programs
33
Passively soliciting customer feedback can be done by:
Reviewing letters from patients and families, conversations with patients and families
34
When does active customer feedback occur?
When the provider requests information from the patient
35
What is passive customer feedback?
The formal and informal process of obtaining and responding to patient complaints and concerns.
36
What opportunity does positive feedback provide?
The opportunity to practice positive employee engagement and gain market share (customers).
37
What opportunity does negative feedback provide?
The opportunity to apply quality improvement principles within the organization and to respond to the feedback with a service recovery effort, as well as develop action plans to address issues.
38
What is the best method to actively find out if customer is satisfied?
Patient satisfaction surveys (written or verbal).
39
What is more important than the questions, timing, or frequency of patient surveys?
How the information gathered is used.
40
When should the patient satisfaction survey be conducted?
Soon after the healthcare encounter, when the experience is fresh in the patient's mind.
41
Who uses patient satisfaction surveys?
Individual healthcare organizations, healthcare consumers, health insurance companies
42
How do healthcare consumers use patient satisfaction surveys?
By turning to published surveys to find organizations that meet or exceed expectations.
43
How do insurance companies use patient satisfaction surveys?
Service excellence programs, moving toward pay for performance reimbursement methodologies, allowing members to seek specific specialty service only at healthcare organizations that meet or exceed a performance benchmark
44
What are examples of survey organizations that provide patient satisfaction surveys?
JD Power, Press Ganey
45
What are examples of types of patient surveys?
- Face to Face - Telephone Survey - Mail-In Questionnaire - E-mail - Patient Portal - Secret Shopping
46
What is it important to determine when initiating a patient satisfaction survey?
- What data measurements are required - What data measurements are important to the organization's decision-making process - What data measurements are important to day-to-day management
47
In the case of a customer satisfaction survey, the data relates to ___________________________.
The customer perspective of their healthcare encounter.
48
What are examples of basic questions on a customer satisfaction survey?
- How satisfied were you with your overall hospital stay? | - How satisfied were you with your overall emergency room visit?
49
What are examples of loyalty questions on a customer satisfaction survey?
- How likely are you to choose our facility in the future? | - How likely are you to recommend our facility to your friends?
50
What are examples of product/service questions on a customer satisfaction survey?
- Did the staff respond to your complaints/concerns? - Did the staff address your emotional needs? - Did the staff work together to care for you? - Did the staff keep you informed? - Did the staff show concern for your privacy? - Was your wait time acceptable? - Was the staff friendly and courteous?
51
What do survey questions related to service provided by individual caregivers emphasize?
Compassion, concern, and empathy more than competence.
52
What are internal surveys for employees and physicians designed to do?
Verify the level of employee engagement and loyalty, to provide opportunities to initiate programs to impact employee retention and customer service scores.
53
What do internal surveys deal with in addition to pay and benefits?
Cultural issues such as teamwork, coworker relationships, employee relationships, view of senior leadership, available resources, training programs, recognition, work environment, job security, participation in decisions, and employee viewpoints of the organization's integrity and commitment to service.
54
What is HCAHPS?
Hospital Consumer Assessment of Healthcare Providers and Systems - a standardized survey of hospital patients that captures patients' unique perspectives on hospital care for the purpose of providing the public with comparable information on hospital quality.
55
Why is it important to look at benchmarks for processes and be measured against other institutions?
It allows the institution to determine outcomes, where it can make improvements to reach goals, and how it measures up against other institutions.
56
The purpose of any quality improvement program is to:
- Collect Data - Analyze Data - Initiate Education or Remedial Action - Evaluate Actions
57
What are examples of accrediting bodies that require healthcare organizations to identify and report on quality improvement initiatives?
The Joint Commission (TJC), The Centers for Medicare and Medicaid Services (CMS)
58
TJC defines quality control as:
The performance process through which actual performance is measured and compared with goals, and the difference is acted on.
59
TJC defines quality assurance/improvement as:
An approach to the continuous study and improvement of providing healthcare services to meet the needs of individuals and others.
60
TJC defines performance improvement as:
The continuous study and adaptation of a healthcare organization's functions and processes to increase the probability of achieving desired outcomes.
61
What might customer service improvement plans for Patient Access departments focus on?
Proper telephone skills, greeting patients and keeping patients informed.
62
What tools should determine goals for Patient Access customer service improvement?
Tools used to measure customer service, such as Press Ganey and JD Power.
63
What are KPIs?
Key Performance Indicators are quantifiable measurements, agreed to beforehand, that reflect the critical success factors of an organization or department and help to define and measure progress toward organization goals.
64
KPIs (Key Performance Indicators) must:
Reflect the organization's goals, be key to its success, and be quantifiable.
65
What are common Patient Access KPIs (Key Performance Indicators)?
Pre-registration percentage, wait times, accuracy rate, upfront collections/point-of-service collections, unbilled dollars, productivity, patient satisfaction, employee satisfaction, insurance verification rate, scheduling abandonment rate.
66
What does effective communication include, other than the ability to speak words in complete sentences?
Some assessment to assure the message has been received.
67
Only __% of a message is communicated by words, about __% is tone of voice, and __% is body language.
7%, 38%, 55%
68
Why must Patient Access obtain feedback from the patient when communicating a message?
So that they can clarify the message or validate the patient's response, demonstrating an understanding of the information.
69
How do we communicate?
- Talking - Listening - Hearing - Understanding - Body Language - Attitude - Expression
70
What is the first step of communication?
Encoding - translating a message into symbols such as words, facial expressions, gestures and actions that "hopefully" represent the intended meaning.
71
What is the second step of communication?
Transmission - the encoded message is sent through some medium to the receiver. Choice of channel (ex.: face-to-face vs. letter) can determine success.
72
What is the third step of communication?
Decoding: Th receiver translates or interprets symbols used by the sender.
73
How should Patient Access communicate verbally?
In a pleasant and polite manner, avoiding slang or medical jargon the patient may not clearly understand.
74
What is paralanguage?
Tone, volume, pitch, quality, and range of speech. In this area, communication can differ by age, language, cultural differences, education levels, and pronunciation.
75
What are nonverbal communication clues?
Body language and visual behavior such as facial expressions, gestures and eye movements.
76
Nonverbal communication plays an important role in __________________________.
How the staff member is perceived by the patient.
77
Positive body language includes:
Firm handshakes, making eye contact, sitting up straight, paying attention.
78
Barriers to communication include:
Language, Misconception, Pain, Fear, Cultural Beliefs, Religious Beliefs, Physical Impairment, Emotional Impairment, Stereotypes, Bias, Prejudice, Age, Educational Background, Low Motivation to Communicate, Defensiveness, Partisan Point of View, Gate-Keeping (determining which information to share and which to withhold), System Overload (too many messages), Bypassing (occurs when sender/receiver don't have enough in common to accurately decode), Distrust, Status Barrier (ex.: lower-level staff don't feel comfortable communicating with higher-level management), Lack of Assertiveness, Impatience.
79
From whom can barriers to communication originate?
The patient or your own personal beliefs.
80
What qualities are needed to meet needs of a patient with specific communication barriers?
Diplomacy, tact, and patience.
81
What assistance may be needed for hearing impaired patients?
Interpreter services, or if not, speaking while facing the patient, lowering voice pitch, and using notepads or demonstrating needs.
82
How should visually impaired patients be helped?
By being told what is going to happen at each step, being escorted for safety, explaining the physical environment and any noises in the area that may be of concern or interest.
83
How should patients with speech impairments be helped?
By allowing time to gather thoughts.
84
How should mentally impaired patients be helped?
By providing simple-to-understand instructions and sentences and asking questions designed to keep the patient focused.
85
What should facilities avoid in dealing with language differences?
Using family members as interpreters.
86
What are effective listening techniques?
Asking facilitating questions, listening actively, assuming something important is being said, being responsive to the speaker, staying tuned to the speaker, staying in the moment and not beginning to formulate a response until the patient has finished speaking, repeating back the patient's question or concern, paraphrasing the patient's remarks, being patient.
87
What is HEAT?
H - Hear them out E - Empathize with the customer A - Apologize for the inconvenience T - Take responsibility for action
88
What are strategies to use when positive communication is difficult?
Asking open-ended questions, reflecting (asking the patient to repeat back what they have heard), paraphrasing, using examples, summarizing, and allowing for silences.
89
What is the most important task undertaken by Patient Access?
Proper patient identification.
90
What is patient information matched against to retrieve the patient's medical record?
MPI (Master Patient Index)
91
What is #1 of the National Patient Safety Goals established by The Joint Commission (TJC)?
Improving patient identification, which improves patient safety.
92
How many identifiers must healthcare workers use when providing care?
A minimum of two.
93
Why is it especially important for Patient Access to protect confidential patient information?
Cases of identify theft and insurance fraud are rising.
94
Standard precautions are ___________________________ that healthcare personnel use to ___________________________, protecting both _______________ and ______________.
a set of infection control practices, reduce transmission of microorganisms in healthcare settings, healthcare personnel, patients
95
What do Standard Precautions include?
Hand hygiene (sanitizer or soap and water) before and after patient contact, personal protective equipment (PPE) when exposure is anticipated.
96
The preferred method of hand decontamination is ___________ if hands are not visible soiled, because:
alcohol-based hand rub; it is more effective and quicker than soap, it is less damaging to skin, and bottles or dispensers can be placed at the point of care for accessibility.
97
Who issues regulations for workplace health and safety, including PPE use?
Occupational Safety and Health Administration (OSHA)
98
Who issues recommendations for when and what PPE should be used?
Centers for Disease Control and Prevention (CDC)
99
What PPE specifically should be available to Patient Access?
Gloves
100
Who is responsible for developing and implementing infection control practices?
Each facility.
101
What condition did CDC add to the practice recommendations for Standard Precautions, and why?
Respiratory Hygiene/Cough Etiquette, because failure to implement basic control measures with patients, visitors, and healthcare personnel with signs and symptoms of respiratory tract infection in the SARS epidemic may have contributed to SARS transmission.

CHAA (6 decks)

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