Chapter 4
Are we measuring just to measure
A) True
B) False
B) False
Is listening a good tool when learning to improve yourself
A) True
B) False
A) True
Fill in the blank
Build a _____ Around Service
Culture
Which group of workers most commonly know what are and how to fix service problems
A) Managers
B) Frontline
C) Amdinistraters
D) Interns
B) Frontline
Is measuring patient satisfaction quarterly frequent enough to learn behaviors
A) True
B) False
B) False
Which type of team is most important to start with
A) Standards
B) Service
C) Measures
D) Communication
A) Standards
Is confusion over discharge instructions one of the top 8 patient dissatisfiers
A) True
B) False
A) True
Which is not part of the "To Do" list
A) Act Fast
B) put the data to use
C) Run every test twice
D) Push for results
C) run every test twice
Which is not one of the four common drivers for patient satisfaction
A) Outcome
B) Communication
C) Personal needs
D) pain management
A) Outcome
physicians are essentially seeking four things name 2
Quality, efficiency, Input, Appreciation
What are the main two points of chapter 5
Key Words at Key times and Discharge Phone calls
Which group within the Hospital are best at "Key Words at Key Times"
A) Nurses
B) Managers
C) Administrators
D) Doctors
D) Doctors
Which is not a team from chapter 5
A) Standards teams
B) Nursing team
C) Patient Satisfaction team
D) Physician Team
B) Nursing Team
Which Team is responsible for developing policy for patients whose expectations were not met
Service Recovery Team
Typically, organizations establish up to four satisfaction teams name 2
Inpatient, Outpatient, Medical Group, Emergency Department