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NAHQ CPHQ Exam Syllabus Topics:

Section	Objectives
Performance and Process Improvement	- Process mapping and workflow optimization - Quality improvement methodologies
Organizational Leadership	- Regulatory and accreditation compliance - Healthcare quality leadership and governance
Patient Safety	- Risk management and safety systems - Adverse event analysis and prevention
Health Data Analytics	- Statistical analysis and interpretation - Data collection and measurement systems

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NAHQ Certified Professional in Healthcare Quality Examination Sample Questions (Q717-Q722):

NEW QUESTION # 717
Healthcare organizations' ability to deliver high-quality, patient-centered care to their members and patients depends
in part on their understanding of basic customer service principles and their ability to integrate these principles into
clinical settings. Healthcare organizations should pay attention to customer service for several reasons. Which of the
following is NOT out of t hose reasons?

A. Existing patients and members are a valuable source of information healthcare organizations can use to learn how
to improve what they do and reduce waste by eliminating services that are unnecessary or not valued
B. As in any other service industry, a satisfied (and loyal) member or patient creates value over the course of a life
ti me.
C. Better service translates into higher satisfaction for the patient and, subsequently, for the employer who pays most
of the bills
D. Poor customer service raises the risk of a negative "grapevine effect"

Answer: A

NEW QUESTION # 718
Which of the following tools should be used to determine the root cause of variations in a process?

A. scatter plot
B. Ishikawa diagram
C. Shewhart chart
D. histogram

Answer: B

Explanation:
The Ishikawa diagram, also known as a fishbone diagram or cause-and-effect diagram, is the best tool to determine the root cause of variations in a process. This diagram helps teams visually map out all potential causes of a problem, categorizing them into major factors such as methods, machinery, materials, and people.
By exploring these potential causes systematically, teams can identify the root causes of variations and focus their improvement efforts accordingly.
* Histogram (A): A histogram is used to display the distribution of data points but does not help in identifying root causes.
* Shewhart chart (C): Also known as a control chart, it monitors process stability over time but is not specifically for root cause analysis.
* Scatter plot (D): A scatter plot shows relationships between two variables but does not identify root causes of variations.
References
* NAHQ Body of Knowledge: Root Cause Analysis Tools in Quality Improvement
* NAHQ CPHQ Exam Preparation Materials: Using Ishikawa Diagrams for Root Cause Analysis
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NEW QUESTION # 719
To identify outpatient data sources, the team should consider the following questions EXCEPT:

A. Do the source outpatient data is the same as inpatient data
B. Do the measures selected by team reflect the aspects of care that have the most influence on patient's outcome
C. Some of the most important diabetes measures are based on laboratory testing. Do the physicians have their own
labs? If so, do they achieve the laboratory data for12-24 month snapshot? If they do not do their own lab testing, do
they use a common reference lab that would be able to supply the data?
D. Are the physician in organized medical groups that have outpatient electronic medical records, which could be a
source of data? Will their financial or billing systems be able to identify all patients with diabetes in their practices? If
not, can the health plans in the area supply the data by practice site or individual physician?

Answer: A,B

NEW QUESTION # 720
A national health plan has recently acquired a local health plan. At the year anniversary of the merger, the -local health plan staff still struggles with the transition to the new organizational values.
Which of the following Is the most likely explanation for the difficulty?

A. Continued support of both mission statements.
B. Staff transition program training Incomplete.
C. Incomplete data integration.
D. Lack of buy-In of the new mission and vision.

Answer: D

Explanation:
Organizational values are the shared beliefs, principles, and standards that guide the behavior and decisions of an organization and its members12.
Organizational values are important for healthcare quality because they influence the culture, strategy, performance, and improvement of the organization and its services123.
A merger between two health plans is a major organizational change that requires alignment and integration of the values, goals, policies, and practices of both entities45.
A lack of buy-in of the new mission and vision is the most likely explanation for the difficulty in the transition to the new organizational values, because it indicates that the local health plan staff do not share or support the direction, purpose, and identity of the merged organization456.
A lack of buy-in can result from poor communication, insufficient involvement, inadequate training, conflicting interests, or resistance to change among the local health plan staff456.
A lack of buy-in can lead to low morale, reduced engagement, decreased productivity, increased turnover, and diminished quality of care among the local health plan staff456.
Therefore, option C is the most likely explanation for the difficulty in the transition to the new organizational values, as it reflects the psychological and behavioral aspects of the organizational change process.
Option A, incomplete data integration, is not the most likely explanation, because it is a technical issue that can be resolved with adequate resources and systems45.
Option B, staff transition program training incomplete, is not the most likely explanation, because it is a procedural issue that can be addressed with proper planning and implementation45.
Option D, continued support of both mission statements, is not the most likely explanation, because it is a structural issue that can be clarified with clear and consistent leadership45.
Reference: 1: What are Values in Health Care 2: Quality of care - World Health Organization (WHO) 3:
How organisations contribute to improving the quality of healthcare ... 4: Mergers and Acquisitions in Health Care: Opportunities and Challenges 5: [The Impact of Mergers and Acquisitions on Quality of Care] 6: [Employee Buy-In: What Is It and How to Achieve It] 7:
https://www.ncbi.nlm.nih.gov/pmc/articles/PMC4194800/:
https://www.ncbi.nlm.nih.gov/pmc/articles/PMC1495271/: https://www.businessnewsdaily.com/10646- employee-buy-in.html

NEW QUESTION # 721
Which of the following best describes an incidence rate?

A. Total population at risk divided by the number of new cases with a specific characteristic for a specific time period
B. Number of cases with specific characteristics at a specific point in time divided by the total population at risk
C. Number of cases with specific characteristics during a specific time period divided by the total population at risk
D. Number of new cases identified with a specific characteristic during a specific time period divided by the total population at risk

Answer: D

Explanation:
Within the Health Data Analytics domain, NAHQ distinguishes clearly between incidence and prevalence. An incidence rate measures the occurrence of new cases of a condition within a defined population over a specified period of time. This makes incidence particularly useful for evaluating risk, monitoring trends, and assessing the impact of prevention strategies.
Option B correctly identifies all required elements of incidence: new cases, a defined time frame, and a population at risk. Option A describes prevalence at a point in time. Option D includes cases over time but does not specify new cases, making it closer to period prevalence. Option C reverses the numerator and denominator. Therefore, Option B is the accurate definition of an incidence rate as tested on the CPHQ exam.

NEW QUESTION # 722
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