Discuss NAHQ CPHQ Exam Topic 2 Question 6

Healthcare organizations' ability to deliver high-quality, patient-centered care to their members and patients depends in part on their understanding of basic customer service principles and their ability to integrate these principles into clinical settings. Healthcare organizations should pay attention to customer service for several reasons. Which of the following is NOT out of t hose reasons?

ABetter service translates into higher satisfaction for the patient and, subsequently, for the employer who pays most of the bills

BAs in any other service industry, a satisfied (and loyal) member or patient creates value over the course of a life time.

CPoor customer service raises the risk of a negative ''grapevine effect''

DExisting patients and members are a valuable source of information healthcare organizations can use to learn how to improve what they do and reduce waste by eliminating services that are unnecessary or not valued

Suggested Answer: D

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15 comments · newest first

Phyliss 11 months ago

Isn't it obvious that poor service just drives people away?

Sabra 12 months ago

A loyal patient really does create long-term value, for sure.

Kris 12 months ago

Wow, I never thought about the "grapevine effect" like that!

Gregoria 12 months ago

I think option D is a bit off, not all feedback is useful.

Talia 1 year ago

Totally agree, better service means happier patients!

Alton 1 year ago

I practiced a similar question where we talked about patient loyalty creating long-term value, so B seems like a strong reason to me.

Jules 1 year ago

I think option C might be the one that doesn't fit, since the grapevine effect is more about reputation than direct service quality.

Iola 1 year ago

I'm a bit unsure about which option is NOT a reason. I feel like all of them could be valid in some way.

Lenna 1 year ago

I remember discussing how patient satisfaction directly impacts the financial health of a healthcare organization, so I think A makes sense.

Tamera 1 year ago

I'm a bit confused here. If the SNMP settings are correct, why wouldn't the alerts be received? I'll need to double-check the options and see if I can spot the root cause.

Glenn 1 year ago

This looks like a straightforward question about limiting the number of TKG clusters a tenant can provision. I think the answer is A - Restrict them by specifying a quota in Organization settings.

Ilene 1 year ago

This reminds me of a practice question we did about load balancing. Maybe it's about service agents instead?

Jarvis 1 year ago

This looks like a classic disaster recovery scenario for SAP HANA databases on Azure. I think the key is to minimize data loss, so I'd lean towards the HANA system replication options.

Claribel 1 year ago

This looks like a pretty straightforward question. I'm pretty confident I can figure this out.

Jina 1 year ago

I'm pretty sure the answer is C - schedules. That's where I've seen tag properties displayed before.

NAHQ CPHQ Exam - Topic 2 Question 6 Discussion