Healthcare Communication and Performance Quiz

AIDET

• AIDET stands for Acknowledge, Introduce, Duration, Explanation, and Thank you, a framework for effective communication in healthcare.

Press Ganey

• Provides patient satisfaction surveys to evaluate and enhance service, impacting public relations and performance improvement efforts.

KPI

• Key Performance Indicator, a measurable value that demonstrates how effectively an organization achieves key business objectives.

KPI Examples

• Examples include preregistration percentage, wait times, accuracy rates, point of service collections, and overall productivity metrics.

HEAT

• HEAT is an acronym meaning Hear them out, Empathize, Apologize, and Take responsibility, focusing on customer service in healthcare settings.

PPE

• Personal Protective Equipment used to protect healthcare workers from exposure to health risks.

EMTALA

• Emergency Medical Treatment and Active Labor Act requires hospitals to provide emergency healthcare regardless of the patient's ability to pay.

Medicaid

• A joint federal and state program offering health care services to people with low income.

Medicare

• A federal health insurance program primarily for individuals aged 65 and older, providing various coverage options.

Medicare Part A

• Covers hospital insurance for inpatient care, including services for skilled nursing facilities after hospitalization; includes mandatory copays for extended stays.

Medicare Part B

• Covers outpatient medical services not included under Part A, such as doctor visits and preventive services.

Medically Necessary

• Refers to services or supplies that align with accepted medical standards for diagnosis or treatment when provided at the appropriate level and setting.

CHAMPVA

• Civilian Health and Medical Program of the Department of Veterans Affairs, providing health care benefits to eligible dependents of veterans.

Anti-Kickback Statute

• Prohibits any arrangements that involve offering, soliciting, or receiving anything of value for healthcare referrals or benefits, maintaining integrity in healthcare practices.

IMM

• Important Message from Medicare, a notice to educate beneficiaries about their rights and coverage.

HIPAA

• Health Insurance Portability and Accountability Act, legislation aimed at protecting patient privacy and securing healthcare data.

TRICARE

• U.S. government health insurance program designed for military personnel and their families, offering several plans for health coverage.

Veterans Administration (VA)

• A federal agency providing various benefits and services to veterans of the armed forces, including health care and disability compensation.

PHI

• Protected Health Information refers to any individually identifiable health information, critical for privacy in healthcare settings.

PHI Examples

• Includes data such as name, address, phone number, admission and discharge dates, and email addresses, which must be kept secure.

Accreditation

• A process involving self-assessment and peer review for healthcare organizations to evaluate performance and implement continual improvement strategies.

Acute Care

• Refers to healthcare provided for acute episodes of illness, trauma recovery, or post-surgical care in a short-term setting.

Acute Inpatient Care

• Involves healthcare specifically designed for patients experiencing severe health conditions or injuries, typically requiring hospitalization for a limited duration.