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Affinity Diagram
Consumer Assessment of Healthcare Providers & Systems (CAHPS)
Patient Experience Surveys
HCAHPS survey
A complaint
A _____ is considered resolved when the patient is satisfied
with the actions taken on his or her behalf
Culture
Cultural competency
Culture
Competency
Descriptive statistics
Direction Correlation
Empathy
Ethnography
Experienced Based Co-Design
Experienced Based Design
The approach was designed for and within
the NHS to develop simple solutions that offer patients a better experience of treatment and care. However,
similar user-centric design techniques have been used by leading global companies for years.
Frequency Distribution
Grievance
Health literacy
Histogram
Indirect correlation
LEAN
The basic principles of ___ are Focus on effectively delivering value to your Customer, Respect and engage
the people, Improve the Value Stream by eliminating all types of waste, Maintain Flow, Pull Through the
System, Strive for Perfection
Mean
Median
Mode
Patient-and family- centered care
Four core concepts are: Respect and dignity, information sharing, participation, and collaboration
Respect and Dignity (PFCC)
Information sharing (PFCC)
Participation (PFCC)
Collaboration
PDCA
Process Flow Chart
Range
Exclusive Range
Inclusive Range
Reliability
Run chart
1) They help improvement teams
formulate aims by depicting how well (or poorly) a process is performing, 2) They help in determining when
changes are truly improvements by displaying a pattern of data that you can observe as you make changes
and 3) They give direction as you work on improvement and information about the value of particular
changes.
Service Recovery
Service Recovery Program
Shared Decision Making (SDM)
Six Sigma (Philosophy)
Six Sigma (Methodology)
Six Sigma (Set of tools)
Standard Deviation
Sympathy
Teach back
Total Quality Management (TQM)
Validity
Value Based Purchasing (VBP)
Variance
