Term
| Recording all details about the complaint describes which guideline of an effective complaint system: |
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Definition
| Get the details and don't jump to conclusions |
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Term
| Which of the following is a characteristic of effective customer service data? |
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Definition
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Term
| An organization assessment of service should include: |
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Definition
Organizational culture
Customer alignment
Customer outreach
Staff qualifications
Adequacy of processes and services |
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Term
| Which of the following methods is used to obtain customer feedback on the features of new programs and facilities? |
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Definition
| Patient and family advisory councils |
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Term
| What is the first step to enhance service excellence? |
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Definition
| integrate service excellence into the mission, values, and vision |
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Term
| What would be the most effective response to the comment that service excellence and communication skills training for providers are too costly? |
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Definition
| "It's not as costly as a lawsuit" |
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Term
True or False:
The Consumer Assessment of Healthcare Providers and Systems (CAHPS) Hospital Survey identifies 15 principles for service excellence. |
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Definition
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Term
| Which of the following is one of the 15 service excellence principles? |
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Definition
| Keep the patient, family, and employees informed |
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Term
| A key factor in service excellence is: |
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Definition
| The behavior of your staff |
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Term
| Which of the following is a characteristic of good customer service? |
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Definition
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Term
| Studies have clearly shown that service excellence is positively related to: |
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Definition
| Organizational effectiveness |
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Term
| What is the fastest way to identify system, flow, and attitude problems on a clinical unit? |
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Definition
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