Which of the following is a cultural and linguistically appropriate services (CLAS) guideline?

Conduct ongoing assessments of CLAS-related activities

What would be most appropriate to say if you see a patient looking lost in the hallway?

May I help you find where you're going?

Which one of the following methods would be best to obtain feedback on the design of a new program or service?

Patient and family advisory councils

What is the first step in resolving a complaint?

Listening

What is the last step in the standardized format for communication of concerns about the patient's condition?

Recommendation

Which of the following is a Joint Commission guideline or standard on patient responsibilities?

Meeting financial obligations

Which of the following assessment methods is probably the easiest way for staff or managers to get the patient's perspective?

surveys (maybe)**

When a patient is first admitted to the unit, what should be done first?

Greet the patient and introduce yourself

What is the fastest way to identify system, patient flow, and attitude problems on a clinical unit?

Walkthroughs

Which of the following is one of the patient responsibilities listed by the Joint Commission?

Providing information that facilitates their care, treatment and services

What does validity in a patient satisfaction survey refer to?

Measurement of what was intended

What would be most appropriate to say to empathize with and apologize to a patient?

I'm sorry you felt ignored by the receptionist.

Which of the following is characteristic of effective patient satisfaction data?

Comparative