CHAA Exam Reading Guide
Encounter - Part I
Pages 70-80
1) Patient access is the customers’ ___________ point of contact in the healthcare encounter.
2) Most patients enter a healthcare encounter with a wide array of ________________ and
attitudes about healthcare, and often would rather be somewhere __________.
3) The responsibilities of the Access Representative are to _______________ information,
appropriately identify the ________________, insure ___________________ for services,
communicate information concerning patient’s _______________, obtain consents and
_____________________, collect co-pays and ________________, and direct the patient to
the ________________ of ______________ all while making the patient feel comfortable
and _____________________.
4) First impressions are imprinted in the patient’s mind during the _________________
because they can observe the staff’s _________________ and attitudes.
5) The MOST IMPORTANT task undertaken by patient access is proper ______________
______________________.
6) This includes obtaining the patient’s ______________ name, _________________, and
additional identifying information.
7) The information gathered is matched against the __________________ ______________
______________ to retrieve patient information if patient has been here before.
8) The Joint Commission’s #1 Goal is improving patient ___________________ which improves
patient _______________. All healthcare workers must use a minimum of ________
identifiers (name, date of birth, etc) when providing care, treatment, and services.
9) In addition to obtaining accurate information to identify the patient, patient access staff
should follow the facility directed guidelines to secure the patient’s _______________ and
______________ information.
10) This is important because 246,000 complaints of ________________ _____________ and
________________ ____________ were reported by the Federal Trade Commission in
2006.
11) The _______________ ______________ is a good source of information to determine if the
patient has special needs.
12) Special needs consist of a _______________ _____________, _______________ bed type,
etc.
13) _______________ ______________ must be identified and accommodated/addressed for
those with Limited English Proficiency under Title III of the Americans with Disabilities Act.
14) Reasonable steps must be taken to communicate effectively with patients, family members,
and ______________. This also included those who are _____________ of ____________.
15) The Joint Commission requires that hospitals provide a ______________ reduction program
that includes an evaluation of the physical environment, staff training, and ___________
education.
16) If a patient falls on an unmarked wet floor, the UMHC will be liable for the medical bills.
17) Hospitals must also provide waiting room chairs, special beds, and large wheelchairs to
preserve the dignity and safety of _____________ patients.
18) Also known as ‘bed control’ or ‘bed placement’, hospitals must provide the most
_____________ location and level of service necessary for ______________ clinical care.
CHAA refers to this as _____________ _________________ and it involves the collection
and documentation of the information necessary to determine if the requirements are met.
19) An important factor to consider in patient placement is _____________ ______________.
In acute care hospitals, infected patients should be placed in _____________ rooms when
available. When not available, patients with the same MRSA should be placed in the
_____________ room or patient care area.
20) Staph infections, including MRSA occur most frequently among persons in hospitals and
healthcare facilities with ______________ immune systems.
21) The Center for Disease Control and Prevention (CDC) identified standard precautions as
___________________ __________________, __________________ _______________
equipment, and ______________________ etiquette as crucial to preventing the spread of
disease.
22) If hands are not soiled, the preferred method of decontamination is an _____________
based hand rub. If hands are visibly soiled, use only after removing visible materials with
________ and __________.
23) Alcohol-based rubs kill germs more _________________ and _____________, are less
_______________ to the skin, require less ___________, and are more _____________
than soap and water.
24) _____________ are usually the only Personal Protective Equipment (PPE) located in or
around patient access work stations.
25) Medical attention given for a sudden onset of an illness that demands urgent (quick)
attention of limited duration (time) when the patient’s health and wellness would
deteriorate without treatment is known as ______________ ___________.
26) A level of health care delivered to a patient experiencing acute illness or trauma and is
generally less than 30 days is knows as ______________ ______________ __________.
27) Observation care is limited to the use of a __________ and periodic ___________ by
hospital staff. Services should be reasonable and necessary to ______________ the need
for a possible hospital admission. Care USUALLY doesn’t exceed ___________ hours.
28) Outpatient Care is treatment received at a hospital, clinic, or dispensary but the patient is
not ____________.
29) A scheduled or non-scheduled service such as radiology, laboratory, or other services
performed in a hospital or clinic where patient leaves facility once services are completed is
known as _________________ _______________________.
30) In Emergency Services, patients are examined on an _________________
_______________ basis for _____________________ treatment in the emergency facilities
at a hospital. Depending on diagnosis, patient could be admitted as an _______________,
____________, or transferred to another facility.
31) ____________________ ___________________/Same Day Surgery is where patient
receives surgical treatment and is discharged within ______ to _____ hours of procedure.
32) Patients are seen for specialized medical or surgical services and discharged following
treatment for care at known as ________________ Clinics.
33) ___________________ Services are known as physical/occupational therapy, cardiac or
pulmonary rehab that occurs over time based on doctor’s order.
34) Long Term Care is generally provided to the __________________ ill, _____________, or
those in a nursing home. Services include 24 hour _______________ care,
Occupational/Physical/Speech __________ as well as assistance with daily living. Medicare
beneficiaries are eligible for _________ days and Medicaid is available for those who have
___________________ their own resources.
35) _____________________ ______________ is short term care provided to people caring for
elders/mentally/physically dependant family members. It gives the care givers ________
____________ from taking care of their loved ones. It is not _______________ through
Medicare or Medicaid.
36) ___________________ is a non-profit organization dedicated to families and patients facing
___________ illness or ____________. It allows patients to share their last days together in
their own ___________ or hospice designated facility. It is ____________ under Medicare.
37) Demographic information has both a ________________ and _______________ purpose
and must be __________________and complete.
38) Five examples of demographic information include: __________________,
________________, ___________________, ________________,_____________________.
39) Demographic information is verified by obtaining positive __________________ of the
patient in combination with a ____________ ____________ conducted using
____________ ___________ questions.
40) In patient access, the patient or _______________ ______________________ is required to
sign the consent form which should be _________________ prior to obtaining signature
and the patient should be given __________ to __________ the document and ask
__________. Most facilities include on this form a release of information for
______________ purposes.
41) The patient or patient representative must ___________ and _________ the form and may
be required to list their _______________ to the patient. Patient Access Staff must also
sign the form as a _______________.
42) If a patient’s condition prevents them from signing and no patient representative is
available, the patient access rep should ______________ that on the form and ________ as
a witness. Of course, they must also follow up with the patient or patient rep to obtain
consent when available.
43) When patient refuses to sign consent form in a scheduled, elective, or walk in clinic,
___________________ or ________________ involvement may be required to address
patient concerns.
44) Some patients may be unable to sign because they are _______________. If so, there is
usually a guardian or durable _______________ of ______________ assigned. Patient
access should obtain a ____________ of this form to be included in the medical record
proving the individual has the right to sign legal documents on behalf of the patient.
45) Consent regarding ________________ is complicated. Consent must be obtained from a
parent or legal guardian prior to providing _________________ services for a minor.
46) If a minor presents for services without a guardian, patient access staff can contact via
_________________ for verbal consent, if they document on consent form. Some facilities
may require a _______________ staff member to verify verbal consent and document as
well.
47) Some states DO NOT require consent for minor treatment to obtain services
for_____________ related services, contraceptive/STD related services, mental Health
Services, and substance abuse treatment.
48) ________________ _______________ do not need consent from a guardian.
49) ______________________ is not available in every state in the US. Where available, minors
obtain legal adulthood before the normally required age. Rights associated with this might
include the ability to ___________ legally binding contracts, own property, and keep one’s
earnings. Laws vary from state to state.
50) In most cases, there are 3 circumstances in which a minor becomes emancipated: 1)
enlisting in the ______________, getting _____________, or obtaining a court order from a
__________.
51) Most hospitals require legal documentation as proof a minor is emancipated before
obtaining ______________ from the minor patient.
52) The HIPPA ___________________ of _____________ _____________ (NPP/NOPP) explains
how protected health information (PHI) is used and disclosed in healthcare. All providers
are required to make the NOPP available to _____________ and obtain a
________________ acknowledgement from patient that the information was offered.
53) The signed NPP remains in effect for all subsequent (later) visits unless the Notice
_____________. When there is a _______________ revision of the Notice, providers must
distribute the new Notice to patients and obtain a new _______________.
54) Patients have the right to file a complaint or grievance (when) _______________ during the
healthcare encounter.
55) Patient’s rights and responsibilities must be ____________ throughout the facility and
many states require a __________ version to be available upon admission.
56) The Patient Self Determination Act (PSDA) of 1990 affords patients the right to _________
or ____________ treatment. State laws vary on which legal documents to recognize
regarding Advanced Directives, Living Wills, and Power of Attorney for Healthcare, but no
state may ____________ /prevent the patient’s right to participate in ________________.
57) An __________________ ____________________ or ______________ _____________ is
written instructions regarding an adult patient’s wishes when they cannot make healthcare
decisions for themselves.
58) A Durable _______________ of _______________ is the portion of the advance directive
where an adult person appoints a _____________ or ____________ (actual person) to
make decisions if the patient becomes incapacitated and unable to make their own
decisions.
59) The PSDA requires that patients be _____________ about advance directives and
______________ if they have completed one. If so, the provider is responsible to
_____________ it in the patient’s medical file in an easily _____________ place to all
healthcare providers.
60) An Advanced Directive is activated when a patient becomes ________________. A person
can _______________ (cancel) it at any time by destroying all copies.
61) ‘An Important Message from Medicare’ is a form explaining beneficiary rights and
instructions on how to file an _________________(formal complaint) in the event that the
patient disagrees with the discharge plan or has a complaint. The form should be
_____________ to the patient _________ to admission and signed by the patient stating
they have received the information. The Provider must re-present the form to the patient
___________ to discharge giving the patient the opportunity to initiate the appeal before
the discharge occurs.