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