NAHQ CPHQ Practice Exam

A small, rural hospital wishes to evaluate customer satisfaction using a survey. The organization has four patient care units, an emergency department, and an ambulatory unit. Which of the following survey methods provides the most reliable information?

1. all discharges/visits in January and July

2. all discharges/visits of customers with a last name beginning with the letters A-E

3. a random sample of 5% of all annual discharges/visits

4. a random sample of 20% of annual discharges/visits per unit

The correct answer is: all discharges/visits in January and July

Conducting a survey of all discharges/visits in January and July provides the most reliable information because it includes data from all patient care units, the emergency department, and the ambulatory unit over two separate months. This method ensures a comprehensive representation of different areas and times within the hospital, which can lead to a more accurate reflection of customer satisfaction across various services and departments. Options B, C, and D involve sampling methods that may not capture the full spectrum of experiences and feedback from the different units and services within the hospital. Option A, by including all discharges/visits in two specific months, offers a more thorough and inclusive approach to gathering data for evaluating customer satisfaction.