Question 1

Which strategy is MOST important to ensure successful improvement outcomes?

Options :

A :

Develop communication boards with updated performance metrics on all units throughout the organization.

B :

Develop an organizational performance dashboard with all goals and associated metrics updated on a regular basis.

C :

Develop patient advisory councils to ensure that the patient and family voices are part of the organization ' s culture.

D :

Develop and communicate clear goals supporting the organization ' s mission and values, combined with consistent measurement and aligned behaviors.

Answer: D

Question 2

Which is the BEST method to motivate staff to make patient-centered changes?

Options :

A : Read a patient complaint letter.

B : Invite a former patient to share his or her story.

C : Post department and unit scores in the breakroom.

D : Post organizational scores in the lobby.

Answer: B

Question 3

What do patient feedback measures capture patient perceptions of?

Options :

A : What and when things happened

B : What and how frequently things happened

C : Where and when things happened

D : Where and how frequently things happened

Answer: B

Question 4

Which is the MOST important element to consider when selecting a patient experience survey vendor for an organization?

Options :

A : Use of externally validated and reliable survey instruments

B : Use of the vendor by competitors

C : Pricing of the vendor ' s services

D : Ability to provide reliable longitudinal data

Answer: A

Question 5

Which is the MOST significant benefit when being transparent with a provider’s patient experience data?

Options :

A : Encouraging competition among high performers

B : Identifying top performers for the purpose of recognition

C : Creating a sense of urgency and accountability for improvement

D : Identifying where positive practices are occurring

Answer: C