Get a glimpse of the real CPHQ certification exam challenges with our free NAHQ CPHQ practice test questions.
Question 1
Experts on delivering superior customer service suggest that healthcare organizations adopt the following set principles EXCEPT:
Question 2
Once listing posts system is in place, root-cause analyses can be performed to identify particular problems, such as a staff member or medical group that contributes to problems, or problems that are systemic to the delivery of care, such as an antiquated manual appointment system. Listing post strategies include:
Question 3
Many assume they understand how to fix the problem and do not probe beneath the surface of complaints and use survey responses. Organizations should not be surprised by negative reports. Complaints about unhelpful office staff could stem from many sources. For instance:
Question 4
Patient satisfaction and patient experience-of-care surveys are the most common quantitative measures healthcare organizations use, but they can use other important ___________ to obtain important information from patients and their families to guide improvement work.
Question 5
An optimal response rate is necessary to have a representative sample; therefore boosting response rates should be a priority. Methods to improve response rates include all of the following EXCEPT:
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