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MHS 12 : Customer Service Satisfaction
Exam
True or False: According to the First Call Resolution Policy, urgent care visits should be scheduled within 24 hours of a call.
-True
-False - Correct Ans: ✅ True
Recently Chris' colleagues noticed that Chris has become distant at work, is irritable and sometimes moody with patients. Chris' overall shift in behavior can be a sign of _________.
-Job Stress
-Job Satisfaction
-Job Unhappiness - Correct Ans: ✅ Job Stress
Monica arrived thirty minutes before her scheduled appointment time. However, construction surrounded the building and blocked off the main parking lot entrances. She didn't see any signs to redirect traffic to other entrances. After driving around the facility for half an hour, Monica was forced to park 15 minutes away from the facility, missing the start of her appointment. What should the front desk clerk do when greeting the patient? (Select all that apply)
-Show she cares
-Avoid being argumentative
-Inform her that because she was late, she will not be entitled to her full appointment
-Use positive language - Correct Ans: ✅ -Show she cares
-Avoid being argumentative
-Use positive language
Match each of the following statements to its corresponding element of customer service.
a) When Joe entered the military treatment facility he was immediately greeted by a staff member and asked if he needed assistance.
b) When Joe walked up to the front desk staff, he noticed a clean and organized work area.
c) When Joe received his medical results, and discussed a medical plan and next steps with his provider he left feeling confident that he was in good hands.
d) Carla will visit medical treatment facilities for urgent needs because she knows to expect great treatment with each visit.
e) When talking to his provider, Tim felt that his perspective and
concerns were important and heard. - Correct Ans: ✅ C - Assurance
A - Responsiveness
D - Reliability
B - Presentation
calm Julia down, her provider sat beside her, rather than directly in front of her. This is called the _____ approach.
-Side by Side
-Four Step
-Problem Solving - Correct Ans: ✅ Side by Side
Natalia recently won the Daisy Program for Nursing Excellence and Safety Star Award and is known in her facility for her infectious smile, and always striving to exceed her patient's expectations. Which of the following BEST principle does Natalia demonstrate in her daily work?
-Exemplify empathy
-Be direct
-Teamwork
-Be courteous - Correct Ans: ✅ Be courteous
Body language, eye contact, voice tone or inflections, and distance are all examples of which form of communication:
-Listening
-Verbal
-Nonverbal
-Written - Correct Ans: ✅ Nonverbal
Sending an email to a patient, completing a medical chart, or composing a report for your team are all examples of which form of communication?
-Verbal
-Written
-Nonverbal
-Listening - Correct Ans: ✅ Written
At the conclusion of his visit, Herman decides to go to the Pharmacy to pick up his new prescription. Entering the Pharmacy, he notices a new kiosk, and asks the Technician for assistance. She waves him to a seat, never taking her eyes off her cell phone. What is wrong with this scenario? (Select all that apply)
-Herman didn't attempt to try the kiosk without asking for assistance
-The Technician's unwillingness to assist the customer
-The Technician does not acknowledge Herman with eye contact
-A lack of responsiveness from the Technician - Correct Ans: ✅ -The Technician's unwillingness to assist the customer
-The Technician does not acknowledge Herman with eye contact
-A lack of responsiveness from the Technician
Dominque recently mentioned to her mentor that she was frustrated with not having enough control over job-related decisions, a personality conflict with a colleague, and having too many tasks for
