Exam Preview for 37521: Delivering a Memorable Customer Experience

Delivering a Memorable Customer Experience

Please note: exam questions are subject to change.

1. What does Jim describe “mapping the patient journey” as? A guide for the patient to know what to do when they arrive at the office A guide for the practice to know how to check the patient in and out A tool to conceptualize what the patient is thinking and feeling A map that shows patients their way through the practice
2. What is the biggest emotion that providers must manage? Anger Uncertainty Sadness Shame
3. Based on Jim’s research, at what point do many patients decide if they will choose this practice long term? In the waiting office During their appointment At the end of their appointment At the time of scheduling the initial visit
4. What is one example that was given to help improve the patient journey? Add more Doctors to the practice Evaluate the process from the patient’s perspective. Be aware that many patients are on their own journey – in their head Add longer business hours to your practice Put more information brochures in the waiting room
5. What did Jim suggest each practice do to get feedback from the whole faculty? Address the emotion first, then follow with facts & data Send out a survey Ask the doctors Have a complaint box