NAHQ CPHQ Practice Exam

The healthcare quality professional should first take which step when two surveys in a healthcare facility show conflicting results concerning patient satisfaction with food services?

1. Design, distribute, and analyze a new survey instrument

2. Distribute the surveys to obtain a larger sample size

3. Meet with the departments to review the survey processes

4. Set up a quality improvement team to improve food service

The correct answer is: Meet with the departments to review the survey processes

When two surveys in a healthcare facility show conflicting results concerning patient satisfaction with food services, the healthcare quality professional should first take the step of meeting with the departments to review the survey processes (option C). This is the most appropriate action because it allows the quality professional to gather information about how the surveys were conducted, administered, and analyzed. By meeting with the departments involved in the survey process, the professional can identify any possible discrepancies, errors, or biases that may have led to the conflicting results. This step is essential in understanding the root cause of the discrepancy before taking further action. Options A, B, and D are not the initial steps to take in this situation. Designing, distributing, and analyzing a new survey instrument (option A) may not address the underlying issues that caused the conflicting results. Distributing the surveys to obtain a larger sample size (option B) may not necessarily resolve the discrepancy if there are flaws in the survey processes. Setting up a quality improvement team to improve food service (option D) is premature without first understanding why the conflicting results occurred in the first place. Therefore, meeting with the departments to review the survey processes (option C) is the most appropriate initial step to take in this scenario.