CHAA Exam Study Questions Answers

CHAA Exam Study Questions & Answers | 80 Questions with 100% Correct Answers | Updated & Verified

Question :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.

Correct answer:C: Provide resources to eliminate barriers in communication.

Question :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 organization's

decision-making process.

D: What data measures are needed to care for the patient.

Correct answer:D: What data measures are needed to care for the patient.

Question :Which is NOT a purpose of any quality

improvement program?

• Collect data
• Analyze data
• Blame someone for the mistake
• Evaluate actions

Correct answer:C: Blame someone for the mistake.

Question :Which of the following is not a patient satisfaction

survey:

• CMS survey
• JD Power
• Press Ganey

• Post-service telephone call to patient

Correct answer:A: CMS survey

Question :Communication is:

• Providing a newspaper to the patient or family
• Exchanging information with the patient
• Sharing the telephone with the patient
• Giving a patient a prescription

Correct answer:B: Exchanging information with the patient.

Question :Which is not a KPI in Patient Access?

• Accuracy rate
• CLABSI rate
• Patient satisfaction score
• Pre-registration rate

Correct answer:B: CLABSI rate

Question :HEAT stands for:

• Help the patient, explain the situation, apologize, thank the

patient

• Hear the patient out, explain the situation, apologize, take

responsibility for actions

• Hear them out, empathize with the customer, apologize,

take responsibility for actions

• Hear them out, empathize with the customer, amend the

situation, thank the patient Correct answer:C: Hear them out, empathize with the customer, apologize, take responsibility for actions.

Question :All of the following are ways we communicate,

except:

• Body language
• Eating
• Talking
• Facial expressions

Correct answer:B: Eating

Question :What are the three steps to communication?