NAHQ CPHQ Practice Exam

Patient satisfaction scores indicated areas for improvement in facility attractiveness, patient responsiveness, and communication. What should a healthcare quality professional expect to find?

1. Administration prioritizing and leading units to achieve organizational goals

2. Employee satisfaction scores in the 80th percentile compared to other peer organizations

3. Unit managers who openly discuss patient satisfaction scores

4. Units operating independently with little communication between units

The correct answer is: Administration prioritizing and leading units to achieve organizational goals

In this scenario, the healthcare quality professional should expect to find administration prioritizing and leading units to achieve organizational goals. This is because when patient satisfaction scores indicate areas for improvement in facility attractiveness, patient responsiveness, and communication, it is crucial for the administration to take charge and influence the units in working towards enhancing these critical aspects of patient care. By prioritizing these goals and leading the units, the administration can ensure that necessary changes are implemented effectively and efficiently to address the identified areas for improvement. Option B is incorrect because employee satisfaction scores do not directly address the patient satisfaction issues highlighted. Option C is incorrect as merely discussing patient satisfaction scores does not guarantee effective action or improvement. Option D is incorrect because units operating independently and lacking communication would hinder the collaboration needed to address the identified areas for improvement.