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| Section | Objectives |
|---|---|
| Topic 1: Human Experience Principles | - Foundations of human experience in healthcare
|
| Topic 2: Strategy and Design | - Experience strategy development
|
| Topic 3: Leadership and Accountability | - Organizational leadership commitment to patient experience
|
| Topic 4: Culture and Engagement | - Building a patient-centered culture
|
| Topic 5: Patient, Family, and Community Engagement | - Engagement strategies
|
| Topic 6: Measurement, Analysis, and Performance Improvement | - Patient experience measurement systems
|
1. Administrators voice concern that physicians in a medical practice group seem stuck at the same scores on patient experience surveys. What is the BEST next step for the patient experience professional to build engagement and move forward with improvement actions?
A) Work with the front-line team and survey vendor to improve survey response rates.
B) Meet with medical practice leaders to learn their expectations and identify physician leaders within the practice.
C) Share improvement tips focused on communicating with patients.
D) Publicly share individual physician patient experience scores and percentile rankings.
2. Which is the MOST effective example of staff recognition?
A) Thanking the staff for their efforts during a personal visit from the senior leader
B) Reading a positive patient letter during a town hall meeting
C) Posting patient experience scores in public areas for everyone to see
D) Sharing positive patient comments in the organization's newsletters
3. Which term describes patient experience survey data made up of comments?
A) Qualitative
B) Quantitative
C) Quality
D) Anecdotal
4. Which is a critical characteristic of effective feedback?
A) Empathetic
B) Comprehensive
C) Timely
D) Transparent
5. Which of the following is an example of a process measure?
A) Wait times for lab test results
B) Rate of hospital-acquired infections
C) Length of hospital stay
D) Patient satisfaction
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: A | Question # 3 Answer: A | Question # 4 Answer: C | Question # 5 Answer: A |
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