NAHQ CPHQ Exam - Topic 2 Question 6 Discussion

Actual exam question for NAHQ's CPHQ exam

Question #: 6
Topic #: 2

[All CPHQ Questions]

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

Show Suggested Answer

Suggested Answer: D

by Mireya at May 09, 2022, 12:49 AM

Limited Time Offer

25%

Off

Get Premium CPHQ Questions as Interactive Web-Based Practice Test or PDF

Contribute your Thoughts:

Submit Cancel

Phyliss

4 months ago

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

upvoted 0 times

...

Sabra

4 months ago

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

upvoted 0 times

...

Kris

4 months ago

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

upvoted 0 times

...

Gregoria

4 months ago

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

upvoted 0 times

...

Talia

5 months ago

Totally agree, better service means happier patients!

upvoted 0 times

...

Alton

5 months 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.

upvoted 0 times

...

Jules

5 months 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.

upvoted 0 times

...

Iola

5 months 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.

upvoted 0 times

...

Lenna

5 months ago

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

upvoted 0 times

...

Tamera

5 months 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.

upvoted 0 times

...

Glenn

5 months 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.

upvoted 0 times

...

Ilene

5 months ago

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

upvoted 0 times

...

Jarvis

5 months 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.

upvoted 0 times

...

Claribel

5 months ago

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

upvoted 0 times

...

Jina

5 months ago

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

upvoted 0 times

...