question

a lower surgical mortality rate

answer

Participation in the VHA Medical Team Training program was associated with

question

-improved communication -increased productivity -increased job satisfaction among team members -decreased nursing turnover

answer

To convince higher level management that teamwork is worth the effort, one should point to

question

$65,000 per lost nurse

answer

Nursing turnover costs are about

question

-opportunity costs -costs of rearranging schedules to meet -coffee -interpersonal costs, loss of time

answer

Costs of teamwork include

question

Staff did not like change

answer

Lucente, Rea, Vorce, and Yancey's examination of a new multidisciplinary team organization demonstrated that

question

Forming, storming, norming, performing, adjoruning

answer

Teams go through the following stages, in the following order

question

Telemedicine and Telecommuting

answer

Virtual teams are being used for

question

What are the goals of the team?

answer

One of the questions you should ask when you are assigned to a team is

question

Defined; difficult to define and hard to solve

answer

Tame problems can be....; wicked problems are.....

question

-no stopping rules -no test of a solution -is a symptom of another problem

answer

A wicked problem has which of the following features

question

Myers-Briggs Type Indicator

answer

MBTI stands for

question

-determine leadership strength -assess followership -evaluate introversion -estimate extroversion

answer

The MBTI can be used to

question

-we are hard-wired to learn emotions through mimicry and mirroring -emotions are communicated in nanoseconds -women and people in helping professions are more sensitive to emotions -emotions are contagious

answer

Which of the following is correct about emotions

question

Primal empathy (goes under social awareness) social facility does include: synchrony, self-presentation, influence, concern

answer

Social facility does NOT include

question

-increase team trust -empower employees -improve job satisfaction -retain nurses

answer

Frequent, positive organizational communication can

question

- maintained a balance of power and injected fun into the process -worked with more information, not less -debated facts, not personalities -had multiple alternatives to enrich debate

answer

Eisenhardt, Kahwajy, and Bourgeois found that teams with minimal interpersonal conflict...

question

The application of airline industry training to the hospital

answer

Crew resource management is...

question

Someone who does none of the work and get credit on a team and a social loafer

answer

A free rider is

question

-improve communication -establish goals -delineate responsibilities

answer

Guidelines for teamwork can

question

Underuse

answer

The failure to provide a service when it's benefits outweigh cost is called

question

Walter Shewhart

answer

Who introduced concepts underlying Statistical Process Control?

question

structure focus

answer

What is NOT included in the CQI?

question

Plan, do, check, act

answer

4 letters of PDCA model

question

DRG (diagnosed related group)

answer

Medicare for reimbursing hospitals

question

Cost allocation

answer

Determination of total costs for producing a specific assigning costs is called

question

future investors

answer

Using work capital to enhance "good will" includes

question

Operating/cash budget

answer

Type of Budget that forecast cash inflows/outflows for the next year

question

Center for Medicare/Medicaid Innovation

answer

CMI stands for

question

the death of an 18 year old college student Libby Zion

answer

Resident work hours have change due to...

question

All of the Above

answer

An example of a supporting plan that is driven by the strategic plan is..

question

Both A&B

answer

How can intelligence on competitors' strategies best be gathered.

question

They are reaffirmed during the planning process to ensure they are aligned with future strategic directions.

answer

How do the Mission, Vision and Value statements tie to the strategic plan?

question

To identify how market forces may affect the organization.

answer

What is the main purpose of strategic planning?

question

To facilitate management discussion regarding execution of strategies.

answer

What is the purpose of an organizational dashboard?

question

Identify the who, what, where, when and how of implementation.

answer

What is the purpose of tactical plans?

question

C & D

answer

What is the purpose of the planning assumptions in development of the organizational volume forecast?

question

Market Assessment.

answer

Which aspect(s) of the SWOT analysis aim to identify external market forces?

question

A & C

answer

Which of the following is necessary for successful strategy execution?

question

Business plans for individual service lines.

answer

Which of the following is not a critical success factor for effective strategic planning?

question

Power of Hospitals

answer

Which of the following is not part of the market assessment model?

question

Input will necessarily be value laden.

answer

Which of the following should be a major consideration in collecting leadership input to development of the strategic plan?

question

All of the above should be included as appropriate

answer

Which of the following stakeholder groups should not be included in strategic planning?

question

Pricing and/or rate setting arrangements should be included.

answer

Which of the following statements about the inclusion of key financial indicators in the planning process is true?

question

Resource availability should be considered when selecting strategies.

answer

Which of the following statements is/are true?

question

The strategic plan is useless unless it is executed appropriately

answer

Why is execution of the strategy so important?

question

They may represent a threat of substitute products

answer

Why is it important to consider Innovations in Technology in development of the strategic plan?

question

Understanding why past strategies succeeded or failed can help with future strategy success.

answer

Why is it important to include past strategic performance as a part of future strategy development?

question

A contractual allowance

answer

The difference between a hospital's charges for an inpatient stay in the facility and the amount the hospital has agreed to accept from the patient's insurance carrier is called

question

Management of financial investments for the organization

answer

Which of the following is NOT a possible outcome of the decision-making process in cost accounting in healthcare organizations?

question

Cost allocation

answer

The determination of the total cost of producing a specified healthcare service through assigning costs into revenue-producing departments is referred to as

question

Variable costs

answer

The types of costs that change directly in relation to changes in volume are called

question

All of the above

answer

Private health insurance coverage includes the following types

question

All of the above

answer

The growth in health insurance in the U.S. came about as a result of:

question

Liability

answer

In purchasing health insurance, which of the following is NOT typically a consideration?

question

Independent Practice Association

answer

Which type of HMO offers the most flexibility for participating physicians?

question

a and b above

answer

Which type of managed care offers patients flexibility in accessing their physician of choice?

question

Health Maintenance Organization

answer

Access to the care of specialist physicians is limited in which type of health plan?

question

Skilled nursing facilities using RUGs

answer

Efforts to control the costs of Medicare have been undertaken via legislation mandated to create prospective payment systems for

question

All of the above

answer

The Medicare Prescription Drug, Improvement & Modernization Act of 2003 includes provisions to:

question

The Independent Auditor

answer

The chief financial officer (CFO) of a hospital supervises all of the following officers EXCEPT

question

DRGs

answer

The Medicare prospective payment system for reimbursing hospitals utilizes

question

May participate in political campaigns

answer

Which of the following is NOT a characteristic of not-for-profit healthcare organizations?

question

Pharmaceutical companies

answer

The Balanced Budget Act of 1997 implemented cost controls for Medicare expenditures in all of the following healthcare sectors EXCEPT

question

Nurses

answer

The largest category of healthcare workers is:

question

3 to 10 years

answer

Residency Training lasts from ___to ___, depending on the specialty.

question

The death of an 18-year-old college student, Libby Zion

answer

Resident work hours have changed due to

question

B and C

answer

Licensure is

question

Mandatory in most States for licensure

answer

Criminal Background Checks for nurses and physicians are

question

B and C

answer

Board certification is:

question

A and C

answer

CME is

question

A and C

answer

Physician credentialing is:

question

Aging baby boomers

answer

Which of the following indicates the need for more health care workers in the future?

question

Managing compensation and benefits

answer

Which of the following is an example of an "employee retention" function?

question

Increase motivation

answer

Incentive compensation is believed to have what effect on employee performance?

question

All of the above

answer

Performance appraisals are useful to

question

All of the above

answer

Not all HR functions are carried out exclusively by HR staff. Which of the following would be carried out by line managers?

question

Benefits are more important than compensation

answer

Recent information from the literature concerning employee perceptions suggests that:

question

All of the above

answer

A team is:

question

Promote alignment between hospitals and physicians.

answer

One of the ways to engage medical staff is to:

question

All of the above

answer

Some of the benefits of effective healthcare team are:

question

Do not include clinicians

answer

Which of the following is NOT correct about Cross Functional Teams (CFTs)?

question

All of above

answer

Teamwork is taught in:

question

A lower surgical mortality rate

answer

Participation in the VHA Medical Team Training program was associated with:

question

All of the above

answer

To convince higher level management that teamwork is worth the effort, one should point to:

question

$65,000 per lost nurse

answer

Nursing turnover costs are about:

question

B. cultural proficiency c. cultural conditioning d. cultural sensitivity

answer

Select all the terms that can be used interchangeably with cultural competency.

question

a. changing nature b. inability to achieve 100% c. difficulty measuring d. subjectivity

answer

Concerns with the term cultural competence include

question

e. All of the above

answer

The National Standards on Culturally and Linguistically Appropriate Services provide for:

question

a. access to primary care c. consumer protection

answer

Public policies to address health disparities could include:

question

a. marketing unhealthy foods b. lack of access to care c. tobacco marketing

answer

Vulnerable populations are more exposed to risks from:

question

e. All of the above

answer

Benefits of a diverse health care workforce include

question

TRUE

answer

By 2050, more than half the population of the U.S. will be comprised of minorities.

question

Legal decisions

answer

Which of the following is not a primary source of ethics?

question

e. All of the above

answer

What are the main sources of American law?

question

e. All of the above

answer

What are some of the ways in which healthcare organizations protect the rights of their patients?

question

Criminal

answer

A wrong against society as a whole, even if a particular individual is harmed, is considered a violation of which type of law?

question

Civil

answer

Contract violations are generally considered to be part of which type of law?

question

Must be for something of value

answer

Which of these elements is NOT necessary for a contract to be binding?

question

Tort

answer

A wrongful act against a person or organization is considered what type of violation?

question

Malice

answer

For a health provider's action to be considered negligent, which of the following factors is NOT necessary?

question

Stark Laws

answer

The investigative and enforcement authority to deal with fraud and abuse violations was granted to the Department of Health and Human Services (DHHS) through?

question

e. All of the above

answer

Examples of healthcare fraud and abuse include?

question

Up to 5 years in prison and/or up to $25,000 in fines

answer

Violations of the Criminal Disclosure Provision of the Social Security Act include penalties of

question

e. All of the above

answer

An example of a Stark Law violation is:

question

Completing a Medical Screening exam and stabilizing the patient

answer

Violations of the Emergency Medical Treatment and Active Labor Act (EMTALA) include all of the following, except:

question

e. All of the above

answer

The Anti-Kickback Statutes

question

e. All of the Above

answer

Seven Essential Elements of An Effective Compliance Program include:

question

Operation Restore Trust

answer

ORT is an acronym that stands for

question

Primary data

answer

A patient's health record

question

Secondary data

answer

Databases that collect information from many health records

question

Internal user

answer

affilliated inside a healthcare facility

question

External user

answer

Users from outside a facility or organization

question

Registry

answer

It is a systematic collection of data specific to a type of disease, exposure to hazardous material or trauma and treatment

question

Case

answer

A person with a given disease or condition who will be included in a registry

question

Clinical case

answer

A list of signs and symptoms that establish a clinical diagnosis

question

Case finding

answer

A method through with all eligible cases to be included in a registry are identified, put into a registry, and abstracted

question

Abstracting

answer

A set of predetermined data is obtained from patient records and other sources

question

Basic research

answer

Focuses on theoretical concepts and fundamental principles

question

Applied research

answer

Research that uses accumulated theories, knowledge, methods, and techniques to solve problems

question

Public Health definition

answer

The science and art of preventing disease, prolonging life, and promoting health through the organized efforts and informed choices of society, organizations, public and private, communities, and individuals

question

Corporate compliance goals

answer

Prevent, Detect, Resolve

question

Fraud

answer

Committed knowingly

question

Abuse

answer

May not be committed knowingly

question

Billing for services not provided

answer

Fraud

question

Upcoding for a higher reimbursement

answer

Fraud

question

Misrepresenting the dates of service

answer

Fraud

question

Corruption involving kickbacks

answer

Fraud

question

Waiving co-payments or deductables

answer

Fraud

question

Patient abuse

answer

Abuse

question

Providing services that are not medically necessary

answer

Abuse

question

Billing Medicare on a higher fee schedule than non medicare patients

answer

Abuse

question

Crimes of corporate compliance

answer

Theft of narcotics ,falsification of medical records, Abuse or murder of a patient by medical staff

question

Improper billing

answer

Submission of false claims, fraudulent coding practices, failure to comply with gov. mandates

question

Establishing a database

answer

Determine content, comply with laws, regulations, accreditation standards, data dictionary, data steward

question

Purposes of secondary data sources

answer

Quality, performance and patient safety, Research, Population health, Administration

question

Benchmarking

answer

Comparing organizations performance to peer organizations already known for excellence

question

Clinical Decision Support

answer

Brings knowledge to caregivers to assist them in making decisions about patient care, provides links to resources

question

Physicians index

answer

a list of providers in order by physicians name or number

question

Agencies involved in corporate compliance

answer

DHHS, FBI, DEA, OIG, IRS. State Attorney General, DOJ, CMS

question

What three agencies impose penalties for health care providers who engage in fraudulent practices?

answer

HIPAA, Balanced Budget Act, and Federal False Claims Act.

question

Failure to comply with government statutes, rules, and regulations can lead to what?

answer

Monetary penalties, criminal penalties, removal from participation of Medicare, loss of licensure.

question

Sarbanes-Oxley Act of 2002 was created to do what?

answer

Provide greater financial accountability.

question

Management under the Sarbanes-Oxley Act must annually do what?

answer

Attest to effectiveness of internal controls, and undergo an external audit.

question

Sarbanes-Oxley Act of 2002 led to the creation of (PCAOB) Public Company Accounting Oversight Board. What do they do?

answer

Oversees the audit of public companies and guards the public interest.

question

Recovery Audit Contractor program (RAC)

answer

Instituted by CMS to identify and recover many of these improper or inadvertent payments. HIM works with them.

question

What is the best way for HIM to avoid sacrificing ethical principles?

answer

Rely on core values and code of ethics

question

What organization has information and resources to help organizations develop and administer compliance programs?

answer

AHIMA

question

When designing and maintaining systems providers must be familiar with federal and local?

answer

Laws, rules, regulations, and guidelines

question

Medicare Administrative Contractors (MAC)

answer

Fiscal intermediary organizations that help process and adjudicate bills for services.

question

Participators in Medicare are expected to have systems that meet Medicare requirements for what areas?

answer

Coding diagnoses, and procedures, submitting claims

question

What are some important areas in documentation in the clinical record?

answer

Accurately describe the service provided, justify the need for the service, have diagnoses and services coded correctly, have the bill for services submitted with sufficient information, have the bill for service in the correct format.

question

Provision of care

answer

The main difference between direct care and non direct care setting is:

question

Patient Satisfaction

answer

External domains of healthcare management include all of the following except

question

Medicare/Medicaid

answer

Internal domains of healthcare management include all of the following except:

question

Planning

answer

This function requires the manager to set a direction and determine what needs to be accomplished

question

Organizing

answer

This function refers to the overall design of the specific division for which the manager is responsible

question

Staffing

answer

This function referes to acquiring and retaining human resources

question

Directing

answer

The focus in this function is on initiating action in the organization through effective leadership

question

Conceptual

answer

This competency involves the ability to critically analyze and solve complex problems

question

Technical

answer

This competency reflects expertise of ability to perform a specific work task

question

ALL OF THE ABOVE (Recruitment, Retention and Training)

answer

Talent Management refers to which of the following

question

ALL OF THE ABOVE (People, service and finance)

answer

Studier views the organization as needing to be results oriented, with which of the following pillars of excellence?

question

Directing

answer

Griffith says "championship processes" need performance measures in each of the following except

question

A way to measure organizational performance

answer

Dashboards are:

question

Planning to replace managers who retire or move up

answer

Succession Planning is

question

Every healthcare managers job

answer

Healthcare policy is

question

ALL OF THE ABOVE

answer

Self management means

question

Determining strategies for the future

answer

Which of the following competencies is more leadership oriented that management oriented?

question

Evaluations used to identify issues and correct

answer

Which is a new trend for healthcare governance

question

Ensure a safe work enviornment

answer

Which is a guideline for healthcare leaders when being responsible to their employees as per the ACHE Code of Ethics

question

Behavior is an important component in determining what make a good leader

answer

Which statement is NOT true about the "Great Man" theory?

question

Path-Goal Theory of Leadership

answer

Which theory places its attention on the leaders style and the work situation but also recognize the importance of setting goals for employees?

question

Leader- Member Exchange Theory of leadership: Interactions between leader and subordinate

answer

Find a leadership theory that correctly matches the stated leadership focus

question

Empathy

answer

Which one of the EI (Emotional Intelligence) dimensions has the definition of "Social awareness skill, putting yourself in anthers shoes"?

question

Coaching style

answer

From the Leadership styles for Healthcare personnel, which one focus on personal development and recommended for the top personnel?

question

Perfectionism

answer

Choose an inappropriate key leadership protocols

question

New Technology

answer

Which is a barrier of key healthcare leadership?

question

Physicians

answer

Which is a challenge of key healthcare leadership?

question

Many clinicians have the management training which would help them in their new roles

answer

Find an incorrect statement about leadership in today's healthcare industry

question

The leader in collaboration with the superior

answer

Which is a leader development rather than a leadership development

question

Continuously reassess how he/she fits in the organization

answer

The healthcare leader who is concerned about the future, as well as today's business must

question

False

answer

Extrinsic rewards come from within the individual employee

question

False

answer

Healthcare managers have power over employees and can force them to acti in certain ways

question

True

answer

Everyone is motivated

question

False

answer

Satisfaction progression refers to the interplay up and down Maslow's continuum of needs

question

False

answer

Herzberg's theory of hygienes and motivators is not easily understood by managers

question

False

answer

Avoidance learning is often referred to as positive reinforcement

question

False

answer

Reinforcement theory is an appropriate way of characterizing how employees behave in organizations

question

True

answer

Theory X, Theory Y, and Theory Z are all forms of motivation theories developed from a management perspective

question

False

answer

Theory Y is derived from Japanese approaches to management

question

False

answer

Intrinsic rewards are tangible

question

False

answer

Intrinsic rewards are what motivate people

question

False

answer

All employees are motivated by money

question

True

answer

Motivation is not manipulation

question

False

answer

People are born to motivate

question

True

answer

Disengaged healthcare workers have an impact of an organizations bottom line

question

False

answer

The future US workhorse will mirror the population and become younger, as well as more tonically and racially diverse

question

True

answer

Understanding what motivates employees in different generations is becoming increasingly important for healthcare managers

question

False

answer

Engaged employees are not as loyal beaches they are more interested in the best best opportunity

question

False

answer

Motivation in the workplace is a new concept that needs more research in order to consider important

question

True

answer

By 2020 a shortage of healthcare workers such as physicals, nurses, and public health professionals is expected

question

Belonging

answer

Maslow's needs-based theory of motivation includes the following types of needs

question

Higher level needs

answer

Self Actualization needs focus on

question

All of the Above (growth, existence and relatedness

answer

Alderfer's motivation theory is based on which of the following needs

question

None of the Above ( Herzerg, Taylor and Vroom)

answer

The Acquired Needs Theory was developed by

question

Affiliation

answer

Acquired needs resulting form life experiences focus on

question

None of the Above

answer

Extrinsic theories of motivation include

question

determining the most efficient way to per form a job

answer

Scientific Management involves which of the following

question

A and B above ( Money and Benefits)

answer

Which of the following are considered to be types of extrinsic rewards

question

All of the above ( get rest and relaxation, maintain fitness and eat right)

answer

managers interested in revitalizing employees focus on getting them to

question

All of the Above ( focus on patient care, are productive, model behavior for others)

answer

Engaged health care workers demonstrate the following characteristics

question

10.1 %

answer

Between 2008-2018 total employment is expected to increase

question

50%

answer

What percent of all new jobs between 2008-2018 are projected to be in professional and service providing occupations?

question

Generation X

answer

This generation values education, training and growth opportunities, flexibility and is considered risk averse

question

Traditionalists

answer

This generation is respectful of authority, values duty, sacrifice, and accountability and recognition of hard work and a strong work ethics

question

Baby Boomers

answer

This generation values individuality, teamwork, and work-life balance

question

Millennials

answer

This generation is image conscious, team- oriented, values instant gratification and is achievement oriented

question

Cause-and-Effect Diagram

answer

A__________ is a tool for identifying and organizing the possible causes of a problem in a structured format (Hint: also called a Fishbone or Ishikawa diagram).

question

False

answer

True or false: In the NEJM article "What is Value in Health Care," the author describes that for any medical condition, only a single outcome measure is needed to capture the results of care.

question

Conformance to requirements

answer

According to Philip Crosby, quality should be defined as:

question

Teamwork

answer

According to Brian Joiner, what is the key to success for any organization that wants to implement quality improvement?

question

helps establish the optimum layout for workspace based on observations of distances traveled by customers

answer

lean spaghetti diagram

question

represents a "post hoc" approach to evaluating a process deployed in response to a problem or error

answer

Root-cause analysis (RCA)

question

mean of evaluating a process prospectively to prevent errors before the occur; has become a wildly used tool in

answer

Failure mode and effects analysis (FMEA)

question

defines criteria to implement solutions to remedy underlying causes problems

answer

SMART

question

False

answer

In the past few years, the healthcare industry has discovered that teams only play a minor role in improving performance and ensuring safe and high-quality care.

question

Service outcomes, Clinical outcomes, Reducing costs (i.e., cost outcomes)

answer

Quality Improvement in healthcare improves the processes of delivering care thereby increasing customer satisfaction with:

question

percentage with a diagnosis of ischemic stroke whose time from symptom onset to arrival is less than 6 hours who were considered for t-PA administration.

answer

CMS has put forth a number of measures that are used in its continuing effort to ensure quality care for Medicare and Medicaid beneficiaries. Which one of the following measures for patients aged 18 years and older with stroke and stroke rehabilitation is INCORRECT:

question

True

answer

The run chart is a good way to display departmental statistics because staff can see trends.

question

United States

answer

Which country ranks 37th among developed nations for infant mortality rates:

question

Histogram, Pareto chart, and Run chart

answer

After gathering data using a check sheet, what CQI tool(s) can be used to illustrate the data?

question

Enhances performance and processes, Prioritizes departmental activities, Saves money; reduces waste

answer

QI may help improve patient care but also:

question

outcomes

answer

Fill in the blank: In the NEJM article "What is Value in Health Care," the author states: "There is no substitute for measuring actual _____?_____, whose principle purpose is not comparing providers but enabling innovations in care. Without such a feedback loop, providers lack the requisite information for learning and improving."

question

problems (e.g., medical errors); solutions (e.g., evidence-based guidelines)

answer

Two Institute of Medicine (IOM) studies have demanded provider action about medical errors, clinical quality and patient safety. The first, To Err is Human (1999), emphasized the surprisingly large scale of the ___?___, while the second, Crossing the Quality Chasm, focused more on ___?___.

question

list reduction and multivoting

answer

This team tool follows a process similar to brainstorming, but the goal is not to increase the number of ideas under consideration but to bring the list under more control. It provides a method for making a long list of alternative ideas more useful by removing duplicates and combining similar ideas.

question

True

answer

Although it may seem intuitive for a quality professional, healthcare practitioners often have a hard time recognizing that all work in health care can be evaluated using the same process analysis tools that have been applied in the industrial sector for decades. An important aspect of this recognition is the need to concede that all work in health care is based on processes, all of which are subject to the tools of process analysis applied daily in industries throughout the world.

question

False

answer

Counted medical errors are almost always in outpatient settings, leaving the hospital setting, where the bulk of care in the United States is provided, largely unmonitored.

question

Pareto chart

answer

A bar graph that uses data to determine priorities in problem solving is called a ____?____. This type of bar graph plots the causes of a problem and its frequency showing results in descending order from left to right with the largest category on the left.

question

True

answer

The PDCA cycle method provides an overall framework for CQI. This CQI method was developed by Walter Shewhart in the 1920s, a very early pioneer in statistical quality control. However, it is sometimes called the Deming Cycle because W. Edwards Deming popularized its use in Japan. PDCA consists of these steps: plan, do, check, and act. These statements are:

question

shows a possible relationship between two variables

answer

a scatter diagram

question

Meeting customers' needs

answer

CQI/Performance improvement goals should be focused on:

question

Brainwriting

answer

Also known as the "group passing technique," this CQI tool is an approach that stimulates a group of reticent individuals within the team to contribute to the brainstorming process. It can is used when the facilitator is having trouble gaining input from all participants because it requires people to participate (i.e., each person in a circle writes down one idea and the piece of paper is passed to the next person who adds some thoughts until everyone gets his or her original piece back).

question

Identify the system's constraint(s) (e.g., bottlenecks) and Decide how to exploit the system's constraint(s) (e.g., reduce setup time, eliminate waste and rework, optimize run time)

answer

A lean six sigma project often relies on the "theory of constraints." When a process has a resource constraint, which of the following rules should be followed?

question

force-field analysis

answer

CQI tool that identifies the driving and restraining forces of a problem.

question

check sheet

answer

A simple tool used to determine how often an event occurs (i.e., tally sheet) is called a:

question

Identify ways to better satisfy the customers (both internal and external) of the department

answer

Implementing a QI program in the patient registration department will:

question

generate constructive criticism

answer

The brainstorming process is designed to help each team member feel empowered to contribute to the group effort. The basic framework of the procedures includes all the following EXCEPT:

question

projects that must be completed in a very short time

answer

The situations in which teams may be effective include all the following EXCEPT:

question

The Institute of Medicine (IOM)

answer

A widely accepted definition of quality, as given by ______________, is "the degree to which health services for individuals and populations increase the likelihood of desired health outcomes and are consistent with current professional knowledge."

question

Radar chart

answer

Displays "before and after data." Shows how the strengths and weaknesses of certain variables change over time.

question

a continuous cycle of improvement activities

answer

What is an effective QI program?

question

True

answer

The United States has one of the highest rates of diabetes among developed countries. One factor that relates to the increase in diabetes prevalence is the higher rate of obesity in the U.S. population.

question

Pareto analysis (or principle) and 80-20 rule

answer

As a traditional approach to project selection, this principle states that 80% of the problems in a process are caused by 20% of the possible sources (i.e., by addressing 20% of the causes, you can remove 80% of the problems). Therefore, using this analysis tool, you can set priorities as it clearly indicates what upstream processes are the most likely "culprits for intervention."

question

Brainstorming

answer

If you wish to generate a number of new ideas on a particular subject or ways to solve a problem, which CQI tool would you use?

question

It determines the importance of responses through a rating system

answer

How does Nominal Group Technique (NGT) differ from brainstorming?

question

focus on low cost products

answer

The prestigious Malcolm Baldrige National Quality Award (MBNQA) honors organizations that demonstrate superior performance in seven categories of performance. Which of the following is not one of the seven categories?

question

True

answer

True or false: In the NEJM article "What is Value in Health Care," the author recommends aligning provider reimbursement with value, which rewards providers for efficiency in achieving good outcomes, by providing bundled payments covering the full care cycle or, for chronic conditions, covering periods of a year or more (i.e., tracking outcomes and costs longitudinally).

question

Break down barriers between staff areas

answer

According to Deming, which of the following encourages employees to follow QI?

question

Benefits and barriers exercise (BBE)

answer

This tool is usually applied when a significant change is implemented and the extent of of the "buy-in" is unclear, or when the change is encountering resistance from individuals or groups within the organization.

question

dialog centers around the goals for the team and what data needs to be collected; "ground rules" are established

answer

Forming

question

people are comfortable enough to start disagreeing with one another; strengthens the team to deal with

answer

Storming

question

begin to discuss constructive approaches to complete the groups work; subgroups based on mutual trust

answer

Norming

question

highly productive, problem solving unit that can come to consensus over useful solutions; highly cohesive and

answer

Performing

question

"never events"

answer

CMS has developed programs like pay for reporting that remit financial rewards for practitioners who submit data for certain metrics considered important for patient care quality and safety. Use of the data for determining reimbursement rates was not implemented until 2008, but CMS has begun to tighten rules for paying providers for complications that shouldn't occur like pressure ulcers and catheter-related bloodstream infections. CMS refers to these complications of care as:

question

higher quality/lowest cost

answer

What are purchasers looking for to optimize value (i.e., the value proposition)?

question

diminished respect and teamwork

answer

Which of the following would NOT be considered a benefit of flowcharting?

question

pay-for-performance (P4P)

answer

The payment system that is characterized by the providers being paid an incentive amount based on their performance on certain quality metrics is called?

question

Frequency of the occurences; chart time intervals

answer

Generally, the vertical y-axis of a histogram measures ____?____; and the horizontal x-axis measures ____?____.

question

Pie chart

answer

A ____?____ is a graphic representation of data elements that are part of a whole. The total seqments must add up to 100%.

question

True

answer

A team size of with greater than seven or eight members usually require additional facilitation and often require subgroups to allow the team to operate efficiently; and, larger teams of more than eight members often have an "executive group" or core leadership subgroup to oversee the overall project and subgroups.

question

compassion, empathy, and responsiveness to the needs, values, and expressed preferences of the individual patient

answer

patient-centered

question

requires maximizing quality and minimizing waste

answer

efficient

question

Ensures correct diagnoses, avoidance of unnecessary risks, and ensuring patients give informed consent for

answer

safe

question

provides care that does not vary because of personal characteristics such as gender, ethnicity, geographic location

answer

Equitable

question

prevents customers from experiencing harmful delays in receiving needed diagnostic or therapeutic interventions

answer

Timely

question

Emphasizes the importance of using evidence-based guidelines to provide high-quality care

answer

Effective

question

developed primarily to organizing planning and scheduling of complex projects; identifies "critical path"

answer

PERT

question

consist of a sequence of activity steps arranged in a way that allows assignment to specific individuals or groups

answer

Deployment flowchart

question

produce tables of information that relate two variables to each other; can be use din almost all types of decisions

answer

L-shaped matrix

question

uses a graphic representation to model a set of criteria leading to a decision or the consequences of a specific

answer

decision tree

question

helps support decisions where several complex alternatives exist; includes rows for weights so that several options

answer

decision matrix

question

intended to describe product or service lines in an organization in a visually appealing and easily understandable

answer

four-quadrent matrices

question

True

answer

Statistical process control (SPC) is a mature statistical tool for examining healthcare processes and identifying opportunities for improvement, and control charts are important at several stages of of the improvement process. Perhaps the most common error that leads to inappropriate use of SPC is the selection of the wrong chart. These statements are:

question

ABC

answer

An approach to assigning actual costs to process steps is called:

question

False

answer

Walter A. Shewhart defined the state of statistical control of a process as one in which all data points fell within plus or minus 2 sigma limits, which defines common cause variation, or variation that is 99.73% likely to be due to chance variation in the process.

question

combining group practice liability insurance

answer

In the NEJM article "Medical Malpractice," the authors describe that conventional tort reforms can be divided roughly into three families. Which of the following IS NOT part of the three?

question

layoffs of employees

answer

Performance measures are used for quality improvement, accountability, and research. Examples of situations in which metrics are used for accountability include all the following EXCEPT:

question

True

answer

Compliance measures are important to ensure that an organization has performed all the necessary process steps to comply with the multitude of regulations for healthcare organizations (e.g., local and state health departments, OSHA, CMS).

question

HL7

answer

Many enterprise systems evolve using "best in class" software for each application, and the interoperability, or communication and ability to exchange information, becomes a major undertaking. Data-sharing standards have been established for some applications, like the _____?_____ standard for data interchange in electronic health record (EHR) systems.

question

requires the production of documents (e.g., medical records, business records)

answer

A subpoena duces tecum differs from a subpoena in that it:

question

False

answer

The area of highest risk is in the non-clinical areas:

question

Screening for anorexia nervosa

answer

Examples of CMS measures from the Physicians Quality Reporting Initiative (PQRI) include all the following EXCEPT:

question

Medical Record

answer

Although medical insurance claims data provide the most widely used sources of information for analyzing utilization and quality of care, the most robust source of data is the _____?_____.

question

True

answer

Bigger systems (macrosystems) are made of smaller systems; smaller systems (microsystems) produce quality, safety, and cost outcomes at the front line of care; and, ultimately, the outcomes from macrosystems can be no better than the microsystems of which they are formed - this suggests that it is necessary to intervene within each microsystem in the organization if the organization as a whole wants to improve. This statement is:

question

acknowledging the process will always be complicated

answer

All improvement requires change, but not all change results in improvement. The only way to determine if changes have been beneficial is through measurement, which consists of three steps. Which of the following IS NOT one of those steps?

question

False

answer

According to Lighter, having the proper infrastructure in place (structure indicators) is a guarantee that quality care will follow.

question

Outcome measure

answer

According to the Lighter book, there are three major categories of quality measures. Which measure would be applied to this statement -- "The percentage of elderly patients in a practice diagnosed and treated for influenza"?

question

Risk manager

answer

Collection and analysis of data about patient incidents that occur in a hospital is a job responsibility of the:

question

Who is to blame for the inefficient process

answer

One of the fundamental axioms of quality and performance improvement is stated: "You can't manage what you don't measure." The ability to make improvements in processes requires answering all the following questions EXCEPT:

question

False

answer

According to Lighter, physicians have been quick to adopt EHRs; thus, the penetration of EHR systems into medical practice has been extremely high.

question

AHRQ

answer

Customer satisfaction measures are of increasing importance to many healthcare organizations, and most of these metrics are collected after a healthcare service is delivered (e.g., after patient discharge). Which of the following organizations developed a new approach called the Consumer Assessment of Healthcare Performance Survey (CAHPS) that divides health care quality into the two major components of clinical aspects and consumers' experiences:

question

Introduction of expert testimony

answer

The standard of care is established by:

question

design; unanticipated

answer

Statistical thinking implies that application of statistical data provides the best possibility of reducing variation and improving processes. Understanding the difference between common cause variation and special cause variation helps to identify opportunities for improvement. Common cause variation generally occurs within a process because of its _____?_____ and is predictable; whereas, special cause variation is _____?_____ and entirely unpredictable.

question

prove four elements (i.e., duty, breach of duty, proximate harm, damages/injuries)

answer

In order for a plaintiff to establish a cause of action alleging negligence, he or she must:

question

high-risk (high-cost) patients from historical utilization data for earlier preventive care; trends within data that may surpass traditional statistical analysis to target opportunities for improvement

answer

Statistical analysis packages (e.g., SPSS, QI Macros) can help by applying techniques like predictive modeling and data mining. Predictive modeling identifies _____?_____; whereas, data mining identifies _____?_____.

question

negligence

answer

The most common theory in a malpractice case is:

question

True

answer

The best protection against injuries and ensuing financial liability is prevention. Ideally, the Risk Management (RM) program, when integrated with the facility's Quality Improvement (QI) program, focuses on prevention by identifying and monitoring high-risk and problem-prone processes.

question

Medical Informatics

answer

What is defined as a relatively new healthcare discipline that deals with the resources, devices, and methods required to optimize the acquisition, storage, retrieval, and use of data in health and biomedicine.

question

to encourage additional testing during routine health exams

answer

In the NEJM article "Medical Malpractice," the authors state: "There are three social goals of malpractice litigation..." What one of the following IS NOT one of the three social goals mentioned in the article?

question

True

answer

Hospitals were historically immune from professional liability litigation through the doctrine of charitable immunity until landmark cases (e.g., 1957 Bing v. Thunig; Darling v. Charleston Community Hospitals, 1965 and 1966). This statement is:

question

MUMPS

answer

The science of medical informatics has been evolving since the 1950s, when physicians and computer scientists at the Massachusetts General Hospital developed a computing language for medical applications called:

question

Company slogans

answer

W. Edwards Deming proposed the Theory of Profound Knowledge, which serves as the basis for the concept of statistical thinking. Which of the following IS NOT one of the four parts of Deming's Theory of Profound Knowledge?

question

corporate liability

answer

Which compelled hospitals to establish a more stringent physician credentialing process:

question

Structure (inputs), Process (steps in organizational activities and tasks), and Outcome (outputs or results)

answer

The assessment of quality was identified with what approach(es) according to Dr. Avedis Donabedian?

question

this organization provides accreditation to healthcare organizations around the world, require quality improvement

answer

The Joint Commission (TJC)

question

this organization was an early adopter of performance metrics for healthcare payers through HEDIS.

answer

National Committee for quality assurance (NCQA)

question

A standardized, primary health status screening tool used to assess physical, psychological, and psychosocial factors for all residents in a Medicare and/or Medicaid-certified long-term care facility. This data set contains extensive health status information for this patient population.

answer

MDS

question

claims data for service provided to beneficiaries admitted to medicare certified inpatient hospital and SNF

answer

MEDPAR

question

this government agency maintains the principle clinical practice guideline repository in the U.S.

answer

AHRQ

question

A standardized physician payment schedule in which the cost for each service is divided into three componenets: physician work, expected practice expense (e.g., overhead), and professional liability insurance (e.g., malpractice insurance)

answer

RBRVS

question

one of the best sources for U.S. hospital information that conducts a yearly survey of hospitals that serves as the

answer

AHA

question

Relies on binomial distribution; used when dealing with ratios, proportions, or percentages of conforming or

answer

P-chart

question

Monitors process information due to fluctuations in defects per item or group of items and is useful to determine

answer

U-chart

question

Two strategies that may be useful when larger samples "hide" underlying variation because of the statistical

answer

Stratification and ANOM

question

Developed as a strategy for planning research to conduct valid experiment is the presence of naturally fluctuating

answer

DOE

question

Used to test hypotheses about differences between two or more means; tests which group means are significantly

answer

ANOVA

question

Used to try to quantify the direction, strength, and magnitude of relationships between variables.

answer

Regression Analysis

question

the commonly used statistical tool that connotes the strength of a linear association between two variable.

answer

Pearson product-moment correlation coefficient

question

Relies on the binomial distribution but the sample size must be constant; use of control charts for diagnosis

answer

NP-chart

question

The defendants legal complaint to the allegations of negligence.

answer

Answer

question

Part of discovery process in which there is an exchange of questions between the defendant and plaintiff parties

answer

Interrogatories

question

Given under oath, recorded word for word, can be used in all or in part during trial proceedings

answer

Depositions

question

Means by which courts request and required attendance of witnesses

answer

Subpoena

question

notice to the defendant from the court that a legal civil action has been commenced and a judgment will be taken if

answer

Summons and Complaint

question

"the thing speaks for itself" typical cases involves foreign body left in patient and burns

answer

Res ipsa liquitor

question

Employer is vicariously liable for an employee (i.e., let the employer answer for the actions of the employee).

answer

Respondent superior

question

Holds organizations responsible for monitoring the activities of the people who function within their facilities, whether employees or independent contractors such as physicians

answer

corporate liability

question

Purports to hold the hospital legally liable for negligence, if it can be substantiated that the hospital represented, ot "held out" to the claimant that the independently contracted professional waas an employee of the hospital (e.g., commercial that states "visit our friendly physicians").

answer

Ostensible agency

question

Facility wants other party to accept financial and legal responsibility for its own actions and agree to indemnify the

answer

Hold harmless clause

question

the measure is reproducible and consistent

answer

Reliability

question

the metric measures what it is intended to measure

answer

Validity

question

measurement data are easy to collect and identify

answer

Feasibility

question

the measure correctly differentiates between different levels of performance or responses

answer

Precision

question

the measure is sensitive to changes that are important to patients/customers

answer

Responsiveness

question

Evaluation of current and past experiences to determine the effect risk will have on the hospital, and which risk are

answer

Risk analysis

question

Identifying areas of potential or existing loss

answer

Risk identification

question

An organizations response to areas assessed as having significant risk as well as its response to limit the liability

answer

Risk Control

question

Funding your organization for real or potential losses

answer

Risk Financing

question

production leveling, pull production, heijunka

answer

The techniques used for elimination of mura include:

question

It should be easier to do the task right than do it wrong and Errors should be immediately obvious

answer

From the Nan: A Six Sigma Mystery book, elimination or reducing inadvertent errors requires that work tasks be designed with which of the following rules in mind?

question

gauge repeatability and reproducibility (gauge R & R)

answer

An important aspect of Six Sigma is the recognition of the effects of measurement error on performance metrics; therefore, Six Sigma professionals include the evaluation of measurement error in statistical analysis. Applying the ANOVA, the evaluation of measurement variation is termed:

question

True

answer

From the Nan: A Six Sigma Mystery book, the quote "...avoid common modes of failure and single points of failure", means to avoid the situation in which one catastrophe can knock out two of the systems or machines at once.

question

"three highs" (i.e., high cost, high risk, high volume processes)

answer

The approaches to choosing projects (i.e., clinical processes) that could be considered for lean process management include Goldratt's Theory of Constraints and the Pareto Principle, but in clinical setting the _____?_____may also be used as criteria.

question

69.2% efficiency

answer

In terms of process efficiency, a sigma level of 2 indicates:

question

1.5 sigma shift

answer

Over the long term, processes usually do not perform as reliably as in the short term. To account for this real-life increase in process variation over time, an empirically based _____?_____ was introduced into the Six Sigma calculation.

question

False

answer

From the Nan: A Six Sigma Mystery book, people that are qualified to train Six Sigma Black Belts are called Master Gold Belts.

question

error (E) and margin of error between the observed sample mean and the true value of the population mean

answer

Sample selection and size is an important part of Six Sigma project design because samples that are too large may waste resources, whereas samples that are too small may not yield results that are statistically significant; therefore, we need to utilize a formula to determine the appropriate sample size. In this formula, the difference between the sample and the population means can be thought of as a(n) _____?_____.

question

False

answer

From the Nan: A Six Sigma Mystery book, Poka Yoke means prevention of advertent error.

question

Its existence will make it easier for employees and customers to discuss their complaints, It provides a mechanism for a department to generate useful ideas to improve processes and identify opportunities for change, and It proves to customers that the department is committed to CQI

answer

Why is it important to establish a complaint tracking system?

question

Physicians on the hospital medical staff only

answer

All of the following are sources of input for developing clinical practice guidelines (CPGs) EXCEPT:

question

True

answer

From the Nan: A Six Sigma Mystery book, Six Sigma is a management method for achieving very high goals for correct outcomes.

question

Capitalize - on your investments as your team moves forward

answer

The DMAIC approach is the foundation of Six Sigma today used to improve existing processes. This approach consists of all of the following stages EXCEPT:

question

IOM

answer

This agency/organization published a report in 2000 titled "To Err is Human" that estimated that there were 98,000 deaths a year from medical errors, to which physicians and consumers were "appalled, angered, and skeptical."

question

informed consent given prior to surgical procedure

answer

Many organizations are aligning incentives with physicians who follow CPG recommendations. In addition, payers like the Centers for Medicare and Medicaid Services (CMS) are beginning to penalize providers for not following recommendations and ending up with "never events." All of the following are "never events" EXCEPT:

question

National guideline clearinghouse

answer

Established by the Agency for Healthcare Research and Quality (AHRQ) to serve as a primary source of clinical practice guidelines from many organizations in the United States and throughout the world.

question

value stream mapping, five S (known in health care as Six S), kanban, poka yoke

answer

The tools that can be used for elimination of muda include:

question

equipment

answer

When looking at a pie chart of the hospital's budget, Nan learned that all of the following are tied to the number of employees within each department, except:

question

any employee can stop the production line if a defect is identified anywhere along the line (e.g., can be applied in healthcare in the surgical suite) and focuses on the need for machines to notify humans when they need to be adjusted or repaired (e.g., optimizes safety and effectiveness of the machine/human interface)

answer

One of the two pillars of the Toyota Production System (TPS) is Jidoka. Which of the following denote the meaning of Jidoka?

question

True

answer

Given the idea initially from Sanjar, in order to reduce errors in communication, Nan suggests the hospital try a pilot program following the Navy's way of repeating orders.

question

implementing individual retraining and hiring a clinic receptionist

answer

Nan suggested some ideas to Maggie for reducing inadvertent errors within the nurse department such as _________.

question

True

answer

From the Nan: A Six Sigma Mystery book, in order to evaluate her own performance as a manager, Maggie explained that she sets separate goals for herself beyond the management-by-objective forms regularly used by hospitals.

question

False

answer

A higher sigma count means a lower expectation of favorable outcomes.

question

redesign the workspace so it is possible to use them, make it possible to check the screen to see what is being scanned in:, and simplify the correction process

answer

One way to make bar coding work, as explained by Nan's sister, is to ____

question

False

answer

In Nan's words, Six Sigma is a system that was developed as a better way of getting manufacturing to get average yields.

question

True

answer

From the Nan: A Six Sigma Mystery book, a questionnaire was sent out after the Lunchtime Theater to get feedback on whether verbal orders are a matter of concern and if other solutions were known.

question

False

answer

Nan suggested that the nurses be retrained on routine tasks such as CPR, following the airline model of putting pilots through simulation every year.

question

False

answer

Six Sigma was created by GE and was soon adopted by Motorola, IBM, and other first class manufacturing companies.

question

DMADV

answer

While the DMAIC approach is the foundation of Six Sigma used to improve existing processes, what is the mnemonic that describes the Six Sigma approach used proactively to ensure that a particular process is created for high performance (i.e., design for Six Sigma - DFSS)?

question

False

answer

From the Nan: A Six Sigma Mystery book, Six Sigma is about incremental change and starts with a numerical goal, working backward to insist that each stage of the operation get into conformance.

question

3 DPMO

answer

Six sigma limits are often termed:

question

overproduction, waiting, conveyance, overprocessing, inventory, motion, product defects

answer

The seven types of waste include:

question

scut work

answer

In many cases, staff members can be enticed by the lean approach through assurances that "lean" does not equate with "fewer employees" but rather realignment of work and elimination of non-value added work, what we in health care sometimes call "_____?_____."

question

True

answer

The sigma level is simply a determination of opportunities for improvement regardless of the type of process that is being reviewed, with lower sigma levels connoting worse performance and greater areas for improvement.

question

forget it

answer

From the Nan: A Six Sigma Mystery book, the Six Sigma management attitude encourages management to do all of the following, except:

question

True

answer

From the Nan: A Six Sigma Mystery book, "If one team makes a design error, it's pretty likely that the other teams will make the same goof"; this is called common mode failure.

question

Physician-centered

answer

Clinical practice guidelines (CPGs) have assumed increasing importance in health care as the industry tries to reach the STEEEP aims set by the Institute of Medicine (IOM). Which of the following is NOT one of the STEEEP aims?

question

system

answer

From the Nan: A Six Sigma Mystery book, the Japanese follow the belief that if a mistake is made, it is the fault of the ________.

question

JIT

answer

Is a crucial element of lean process management that ensures that required process items and resources are available at the right place and at the right time.

question

act as in-house couches for six sigma teams; in an ideal setting, these experts devote all their time to six sigma

answer

Master black belts

question

may operate independently to manage multiple six sigma projects, devote 100% of their time to six sigma initiatives

answer

six sigma black belts

question

comprise the backbone of six sigma improvement program; serving the role of project management.

answer

six sigma green belts

question

Ensure that resources are available for six sigma initiatives; set the vision for the company's performance

answer

six sigma champions

question

not an official six sigma designation; provided basic training in performance improvement with emphasis on six sigma.

answer

six sigma yellow belts

question

connotes a set of "tools" or approaches to efficient and effective management that focus on identifying and

answer

muda

question

connotes a set of techniques or approaches to eliminate unevenness or lack of uniform to flow in the work system

answer

mura

question

automation with a human touch to approve patient safety and efficiency

answer

autonomation

question

the Japanese term for improvement; an organized frame work for implementing lean principles by focusing on

answer

kaizen event

question

a lean technique that involves flowcharting the steps, activities, material flows, communications, and other process.

answer

Value stream mapping (VSM)

question

a simple part-movement system that should only deliver components to the production line when they are needed

answer

kanban

question

time required for a specific output (specific services)

answer

takt time

question

draws from financial information and data to identify market weaknesses

answer

Voice of Business (VOB)

question

most often measured through surveys

answer

Voice of employee

question

most often measured on control charts

answer

Voice of process

question

every health care manager's job

answer

Health care policy is

question

assigning work tasks review of performance task interdependencies

answer

Team management means

question

Provision of care

answer

The main difference between direct care and non-direct care settings is

question

technical

answer

This competency reflects expertise or ability to perform a specific work task

question

plus 16 percent

answer

Employment of medical and health services managers is expected to change by what percent between 2008 and 2018?

question

directing

answer

Griffith says "championship processes" need performance measures in each the following areas except

question

Planning to replace managers who retire or move up

answer

Succession planning is

question

informal chain of command

answer

Larger organizations are more likely to have all of the following except

question

planning

answer

This function requires the manager to set a direction and determine what needs to be accomplished.

question

sharing of information collaboration communication

answer

Organization management means

question

conceptual

answer

This competency involves the ability to critically analyze and solve complex problems:

question

staffing

answer

This function refers to acquiring and retaining human resources

question

interpersonal

answer

This competency enables a manager to communicate with and work well with other individuals

question

Recruitment Retention Training

answer

Talent management refers to which of the following?

question

medicare/medicaid

answer

Internal domains of health care management include all of the following except

question

People Service Finance

answer

Studer views the organization as needing to be results oriented, with which of the following pillars of excellence?

question

organizing

answer

This function refers to the overall design of the specific division for which the manager is responsible.

question

patient satisfaction

answer

External domains of health care management include all of the following except

question

controlling

answer

This function refers to monitoring staff activities and performance

question

ensure a safe work environment

answer

Which is a guideline for healthcare leaders when being responsible to their employees as per the ACHE Code of Ethics?

question

Determining Strategies for the Future

answer

Which of the following competencies is more leadership oriented than management oriented?

question

It should be recognized as a necessary component for an effective leader.

answer

Which statement is true about Followership?

question

great man theory

answer

Which of the following is not a contemporary leadership model?

question

closed communicator

answer

Choose an inappropriate key leadership protocols.

question

coaching style

answer

From the Leadership styles for Healthcare personnel, which one focuses on personal development and recommended for the top personnel?

question

The recently enacted Patient Protection and Affordable Care for America Act will provide full health care reform.

answer

Which is an incorrect statement about the future of the healthcare field?

question

comply with laws

answer

Which is a guideline for healthcare leaders when begin responsible to their profession as per the ACHE Code of Ethics?

question

Many clinicians have the management training needed to help them in their new roles.

answer

Find an incorrect statement about leadership in today's healthcare industry.

question

empathy

answer

Which one of the EI (Emotional Intelligence) dimensions has the definition of "Social awareness skill, putting yourself in another's shoes"?

question

inspirational leadership

answer

Which model of leadership supports the concept known as "tough empathy"?

question

Leader-Member Exchange Theory of leadership: Interactions between leader and subordinate

answer

Find a leadership theory that correctly matches the stated leadership focus.

question

continuously reassess how he/she fits in the organization

answer

The healthcare leader who is concerned about the future, as well as today's business, must

question

path-goal theory of leadership

answer

Which theory places its attention on the leader's style and the work situation but also recognize the importance of setting goals for employees?

question

Self-Development and Self-Understanding

answer

Which leadership domain would the competencies honesty and integrity be placed?

question

Evaluations used to identify issues and correct

answer

Which is a new trend for healthcare governance?

question

Behavior is an important component in determining what makes a good leader

answer

Which statement is not true about the "Great Man" theory?

question

bioethics managerial ethics

answer

What is (are) the focus area(s) for healthcare leadership ethics?

question

praise benefits

answer

Which of the following are considered to be types of extrinsic rewards?

question

affiliation

answer

Acquired needs resulting from life experiences focus on which of the following?

question

50%

answer

What percent of all new jobs between 2008-2018 are projected to be in professional and service-providing occupations?

question

tailor rewards

answer

Which of the following is considered to be a good motivational strategy?

question

get rest and relaxation maintain fitness eat right

answer

Managers interested in revitalizing employees focus on getting them to do which of the following?

question

true

answer

True or False? By 2020 a shortage of healthcare workers in our nation is projected of approximately 1 million nurses and 250,000 health professionals.

question

higher level needs

answer

Self-actualization needs focus on which of the following?

question

McGregor's

answer

The creator of this theory believes managers can be classified into 2 groups; one view employees as unmotivated, while the other assists employees in achieving higher levels.

question

baby boomers

answer

Which generation below values individuality, teamwork, and work-life balance?

question

true

answer

True or False? Everyone is motivated.

question

food, water, and sexual drive desire for social contact employment, shelter, and money

answer

Maslow's needs-based theory of motivation includes the following types of needs?

question

millennials

answer

Which generation below is image conscious, team-oriented, values instant gratification, and is achievement-oriented?

question

growth existence relatedness

answer

Alderfer's motivation theory is based on which of the following needs?

question

false

answer

True or False? According to a 2009 study, 40% of managers believe that for their employees it is all about the money!

question

traditionalists

answer

Which of the generations below is respectful of authority, values duty, sacrifice, accountability, and recognition of hard work and a strong work ethic?

question

10.1%

answer

Between 2008-2018, total employment is expected to increase by which of the following?

question

determining the most efficient way to perform a job

answer

Scientific management involves which of the following?

question

none of the above

answer

Extrinsic theories of motivation include which of the following?

question

generation X

answer

This generation values education, training and growth opportunities, flexibility, and is considered risk averse.

question

false

answer

True or False? Avoidance learning is often referred to as positive reinforcement.

question

problem identification

answer

Recognizing a problem and goal setting are in what phase of problem solving?

question

Most employees seek the opportunity to contribute to their organization

answer

A theory Y manager would believe which of the following about employee behavior?

question

Helping individuals and members change their perceptions and mental models

answer

According to the text, managers contribute to organizational learning by

question

frames

answer

Which of the following guide the interpretation of information by selectively focusing attention and organizing our understanding?

question

good luck

answer

In attribution theory, which of the following would be an example of a situational cause of employee performance?

question

Encouraging employees to recognize their perceptions and assumptions

answer

Managers can best address information misperceptions by

question

Theory Y, Theory X

answer

___________ is based on positive beliefs about employee behavior while ____________ is based on negative beliefs about employee behavior.

question

mental models

answer

While expectancies and schemas are concerned with how we receive and store information, __________ are concerned with how we use that information in our reasoning.

question

a negligent radiology technician

answer

A physician who believes a medical error occured due to __________________ may be making a fundamental attribution error.

question

sociology, communication, and psychology

answer

Organizational behavior draws upon which of the following?

question

sensemaking

answer

Which process uses the following: 1. creating our own opportunities and constraints 2. processing events that often emerge into a meaningful pattern called understanding 3. organizing information to create a plausible understanding of a situation for organizational action and learning?

question

group, organizational, and individual

answer

Work behaviors can be studied at these three levels in an organization:

question

framing advocating illustrating inquiring

answer

Which of the following is a part of Torbert's Action Inquiry to check assumptions?

question

One can perform the task and that valued outcomes will be received

answer

According to expectancy theory, an employee's motivation depends on believing that

question

Within the health care field certain issues are more prevalent.

answer

Which of the following statements best describes how organizational behavior applies to healthcare organizations?

question

Focusing on the performance of each organization element separately

answer

Senge's five "disciplines" that characterize a learning organization include all but which one of the following.

question

improves the management of people in the workplace

answer

Which of the following best describes the purpose of studying organization behavior? it

question

schema

answer

A(n) ____________ is a mental structure used to organize and simplify knowledge and expectations of the world around us.

question

by simplifyng rules called heuristics

answer

Because human capacity to accurately process large amounts of information is limited, how do people compensate?

question

communication

answer

Which of the following is one of the manager's most powerful tools to create a shared, common focus?

question

They are focused on a desired future state. They allign internal capabilities with market opportunities and threats. They are funded and resourced long term.

answer

Which of the following is/are true regarding successful strategies?

question

community needs

answer

By identifying specific __________, healthcare organizations can better target their services and potential growth opportunities.

question

time for response

answer

Which of the following is not a "pro" as it relates to using surveys for data collection?

question

radiologists nurses radiologic technologists administrators

answer

For a successful strategy execution in a radiology department, which of the following stakeholders must "buy in"?

question

They are reaffirmed during the planning process to ensure they are alligned with future strategic directions.

answer

How do the Mission, Vision, and Value statements tie to the strategic plan?

question

to identify how market forces may affect an organization and determine ways to counteract these forces

answer

Although there are many parts in the development of a strategic plan, what is its main purpose?

question

mission

answer

"University Radiology Associates strives to be the premier provider of diagnostic imaging services through high-quality service to patients, referring physicians and mutually beneficial relationships with radiologists who provide expert interpretations of diagnostic images" is an example of which of the following?

question

PACS

answer

In a market assessment, which of the following innovations in technology may represent a threat to replace standard operations and services?

question

mission

answer

Which of the following describes an organizations statement of purpose

question

Monitoring and Control Rollout and Implementation Strategy Tactical Plans Strategy Identification and Selection

answer

What are the components of Strategy Execution?

question

monitoring and control rollout and implementation strategy tactical plans strategy indentification and selection

answer

Which of the following is a component of the strategic planning process?

question

patient

answer

Which of the following is the central focus of customer service in a healthcare organization?

question

Marketing plan Capital plan Operating plan Personnel plan

answer

An example of a supporting plan that is driven by the strategic plan is

question

PPS

answer

Which of the following had the greatest impact on healthcare organizations to develop strategic plans in order to successfully compete in a demanding environment?

question

Observation of their market activities. Tracking of their service volumes and market share.

answer

How can intelligence on competitors' strategies best be gathered?

question

Monitor market activity and report to senior leadership. Maintain knowledge of organizational strategy and intent. Ensure subordinates understand the organizational strategy. Identify ways to support the organization's strategy.

answer

What is the department manager's role in strategic planning?

question

Healthcare Workforce and Innovations in Technology Mission and Financial Condition Competitive Rivalry and Organizational Strengths

answer

SWOT analysis includes which areas of focus?

question

assuring a guaranteed outcome

answer

Which of the following is NOT a stage in the consumer decision-making process?

question

marketing segmentation

answer

When marketing savvy medical practices divide the total market into groups that have relatively similar healthcare needs they are implementing which of the following?

question

consumer behavior

answer

Which of the following seeks to understand how every day people select, secure, use, and dispose of products, services, experiences, or ideas to satisfy their needs?

question

customer value

answer

Judy set up a health savings account (HSA) at her financial institution and contributed consistently for future medical expenses after retirement. Upon eligibility, she had to travel many miles across the country to see a specific dermatologist, but it was worth it to her because she believed the treatment would make her feel healthier. The difference between the benefits Judy perceived and the costs to receive the benefits explain which of the following?

question

4 P's

answer

The controllable variables of the organization are referred to as which of the following?

question

positioning

answer

Which of the following strategic marketing elements brings tactical implementation closer (in other words: determines which market to serve and then gets ready to face the competition)?

question

Family decision making unit chooses an inclusive medical package from a long term assisted living offering

answer

Which of the following does NOT represent a business-to-business (B2B) healthcare marketing application?

question

physiological

answer

All of the following are layers of segmentation at the healthcare manager's disposal except:

question

customer value

answer

Strategic healthcare marketing seeks to satisfy customer needs through profitable relationships by creating, communicating, and delivering ________________ in selected markets.

question

creating, communicating, delivering, and exchanging offerings that have value for customers, clients, partners, and society at large

answer

Which of the following best defines marketing?

question

false

answer

According to our text, addressing the dark side of marketing is primarily a government responsibility.

question

marketing management

answer

The practice of selecting target markets, and creating, communicating, and delivering value to selected customers in manner that is both sustainable and differentiated for the competition is called which of the following?

question

social marketing

answer

Jill, a manager in healthcare, is leveraging market strategies and tactics that will alter or create behaviors that have a positive effect on the targeted individuals or society as a whole. Jill is implementing which of the following?

question

achieving organizational goals through product and clinical quality and the marketing adoption is low

answer

Which of the following best describes a production oriented healthcare organization?

question

individual society group organization

answer

As part of it's ethical and social responsibility, the marketing discipline must take into consideration the impact that marketing activities have on which of the following?

question

achieving organizational goals by identifying health care needs, creating, communicating, delivering value and marketing concept adoption is high

answer

A marketing oriented healthcare organization focuses of which of the following?

question

Are the right things done?

answer

The term effectiveness of clinical care can be addressed with which of the following questions?

question

staff focus

answer

Which of the following is NOT a structural variable in the Baldrige Award Criteria for quality improvement?

question

minor electrical voltage fluctuations

answer

Which of the following would be an example of common-cause variation?

question

process mapping

answer

Flowcharting is a quality improvement technique used for which of the following?

question

measurement variation

answer

Good measurement requires all of the following except:

question

the patient the physician the staff

answer

Based upon customer focus within a hospital organization when pertaining to continuous quality improvement, who is considered "the customer"?

question

FOCUS-PDCA model

answer

During the early 1980's, the Hospital Corporation of America (HCA) created the most commonly used quality improvement framework in the healthcare industry called which of the following?

question

incorporate multiple stakeholder perspectives to understand healthcare quality

answer

The definition of quality provided by the Institute of Medicine is the most widely accepted definition of health care quality. Which of the following is NOT a part of the definition? They should

question

underuse

answer

The "failure to provide a service whose benefit is greater than its risk" is the definition of which of the following terms?

question

44,000; 98,000

answer

The Institute of Medicine publication entitled "To Err is Human" reported that between ____________ and _____________ people die each year from medical errors.

question

misuse

answer

Which of the following occurs when "the right service is provided badly and an avoidable complication reduces the benefit the patient receives"?

question

community

answer

Which of the following is NOT one of the three core policy issues for a healthcare system?

question

fishbone diagram

answer

Which of the following quality improvement techniques helps to identify and organize the possible cause for a problem in a structured format?

question

technology focus

answer

Which of the following is NOT included in the definition of Continuous Quality Improvement (CQI)?

question

Wide variation in medical practices which cannot be explained by illness severity or patient preference

answer

The Dartmouth Atlas of Health Care documents what aspect of health care?

question

the technical managment of health and illness the amenities of care the ethical principles that govern the conduct of affairs in general and the health care enterprise in particular the management of the interpersonal relationship between the providers of care and their clients

answer

Avedid Donabedian defined health care quality as having which of the following?

question

poor teamwork interpersonal conflict poor communication poor patient outcomes

answer

Physicians resistance to acknowledge nurses and other healthcare professionals as colleagues can lead to which of the following?

question

3 to 10

answer

Residency training for physicians lasts from ________ to ________, depending on the specialty.

question

patient mortality job dissatisfaction job burnout millions of dollars in turnover cost

answer

Overworked healthcare providers who have high patient-to-practitioner ratios lead to which of the following?

question

true

answer

As a healthcare manager working in HMO, it is important to question gaps in a physician's resume to determine if their credentials are legitimate.

question

Delivery of radiotherapy to the wrong body region. Invasive surgical procedure on the incorrect limb. Patient fall that results in a severe head injury

answer

Which of the following would be considered a "sentinel event"?

question

mandatory in most states for licensure

answer

Criminal background checks for physicians are:

question

It is granted by the state. It is mandatory for medical, nursing practice, and other allied health professionals.

answer

Which of the following is true concerning licensure?

question

delivery of babies

answer

All of the following are examples of FP Core Privileges for care of infants and children, adolescents and adults for most illnesses, disorders and injuries EXCEPT:

question

the death of an 18 year old college student

answer

Resident work hours have changed due to which of the following?

question

represent approximately 25% of the physicians in the US have traditionally served poor inner city and rural populations can be US or foreign born must pass rigorous exams before taking residency training

answer

IMG's:

question

impacts continuity of care is costly

answer

Turnover of physicians, nurses, and allied health professionals:

question

Shouting at a co-worker while in a private room Refusing to help a co-worker move a patient Threatening a co-worker in the parking lot

answer

Which disruptive behavior would be considered a sentinel event?

question

gifts from companies in exchange for ordering their products owning stock in biomedical firms that supply your employer speaking for a pharmaceutical firm in exchange for a fee

answer

All of the following are examples of conflict of interests:

question

they work "midway" between the level of physicians and nurses

answer

Which of the following best describes mid-level practitioners?

question

nurses

answer

Which of the following is the largest category of healthcare workers?

question

Board certification is voluntary. Board certification is a form of credentialing that verifies a physician has competency in a specific area.

answer

Which of the following is/are true statements?

question

decreasing competition among HSO's

answer

Which of the following is NOT a key environmental force that affects human resources within HSO's?

question

salary

answer

"Benefits" include all of the following except:

question

define jobs, duties, responsibilities, and activities

answer

Job analysis is necessary to:

question

ADA

answer

Which of the following requires employers to provide reasonable accommodations for applicants and employees with physical and mental disabilities?

question

Dissatisfied staff Staff turnover Reduction and elimination of services offered

answer

Staff shortages can lead to which of the following?

question

benefits are more important than compensation

answer

Recent information from the literature concerning employee perceptions suggests which of the following?

question

foster positive communication with employees encourage feedback from employees show interest in and meet the needs of employees

answer

The best way for management in HSO's to avoid unions is to:

question

Includes the perceptions of others in addition to an employee's manager

answer

A 360-degree performance appraisal is helpful because it:

question

walk-arounds" by managers

answer

Which of the following is an example of an HSO's Employee Relations and Engagement efforts?

question

They define the employer expectations for the job. They specify job duties. They identify knowledge, skills, and training required for the job.

answer

Position descriptions are necessary for which of the following?

question

Staff Satisfaction

answer

Which of the following is a typical measure used by senior management to directly assess performance of HR efforts?

question

equal pay act

answer

Which of the following prohibits discrepencies in pay between men and women who perform the same job?

question

They identify areas of performance needing improvement. They can be used to adjust compensation based on performance. They are helpful in determining promotion opportunities for staff.

answer

Which of the following is true regarding performance appraisals?

question

they can choose benefits in line with their needs.

answer

Flexible benefits are helpful to employees because:

question

$65,000 per lost nurse

answer

Nursing turnover costs about:

question

they do not include clinicians

answer

Which of the following is incorrect concerning Cross Functional Teams (CFTs)?

question

determine leadership strength assess followship evaluate introversion estimate extroversion

answer

The MBTI can be used for which of the following?

question

telemedicine telecommuting

answer

Virtual teams are being used for which of the following?

question

none of the above

answer

Education for the "how-to" of teamwork dynamics is taught during which of the following?

question

improved communication increased productivity increased job satisfaction among team members decreased nursing turnover

answer

To convince higher level management that teamwork is worth the effort, one should point to which of the following?

question

What are the goals of the team?

answer

Which of the following is an important question that should be asked when you are assigned to a team?

question

they do not include clinicians

answer

Which of the following is NOT correct concerning Cross Functional Teams (CFTs)?

question

promote alignment between hospitals and physicians

answer

Which of the following is a way to engage medical staff?

question

staff did not like change

answer

Lucente, Rea, Vorce, & Yancey's (1995) examination of a new multidisciplinary team organization found that:

question

no stopping rules no test of a solution is a symptom of another problem

answer

A wicked problem has which of the following features?

question

a lower surgical mortality rate

answer

A study of participation in the VHA Medical Team Training program was associated with which of the following?

question

a group of people working together to achieve a common goal a short term group pulled together to address a specific agenda then disbands after a report is issued a long-term entity with revolving members, elected for 3 year terms, staffed by a full-time employee a group central to the effective functioning of healthcare organizations

answer

Which of the following is true regarding a team?

question

forming, storming, norming, performing, adjourning

answer

Teams go through the following stages, in the following order:

question

opportunity costs costs of rearranging schedules for teams to meet coffee and food costs interpersonal costs

answer

Which of the following could be costs associated with teamwork?

question

improved coordination of care more efficient use of health care services increased job satisfaction among team members higher patient satisfaction

answer

Which of the following is a benefit of an effective healthcare team?

question

culturally effective care cultural conditioning cultural proficiency cultural sensitivity

answer

Which of the following terms can be used interchangeably with cultural competency?

question

decreased cultural competency

answer

Which of the following is not considered a benefit of a diverse health care workforce?

question

54%

answer

According to the US Census Bureau, by 2050, what percent of the population of the US will be comprised of minorities?

question

true

answer

Healthcare practitioners who are committed to the issues of diversity, equity, and equality need to be aware of and implement best practice in cultural competency.

question

true

answer

The ultimate goal of cultural proficiency is to have the healthcare workforce in the United States reflect the makeup of the communities served.

question

health disparity

answer

Which of the following signifies a difference in access, utilization, or quality of care?

question

true

answer

As the US becomes more diverse, healthcare systems will see patients present symptoms differently from textbooks and have varying beliefs about health, treatment, and illness.

question

community input education efforts advisory panels health fairs

answer

A hospital can demonstrate inclusivity by community engagement through:

question

human resource policies play a limited role in addressing diversity

answer

Which of the following is NOT true as it relates to healthcare management?

question

recruiting diverse staff collecting patient data language services self-assessments

answer

The National Standards on Culturally and Lingguistically Appropriate Services provides for which of the following?

question

false

answer

A recent study demonstrated that racially and ethnically diverse employers represented a growing percentage of top healthcare management positions

question

community engagement

answer

Which of the following is an exchange of information, ideas, and resources between individuals, community members, and mainstream organizations?

question

cultural competence

answer

Which of the following is considered one strategy to address health disparities and to drive toward equity in health and health care?

question

examine and resolve personal biases

answer

Which of the following is the first step for healthcare leaders to address disparities and work toward cultural sensitivity in a healthcare organization?

question

assessment education and training for all staff a diverse healthcare workforce ability to adapt to community served

answer

Which of the following is a best practice and essential component(s) of a culturally proficient healthcare organization?

question

education interface partnership input

answer

According to the Center for Cross-Cultural Health, which of the following is/are steps to community engagement?

question

-They provide leadership and direction to organizations that deliver personal health services, and to divisions, departments, units, or services within those organizations -Organizations require leadership, as well as the supervision and coordination of employees

answer

Why are healthcare managers needed?

question

The process, comprised of social and technical functions and activities, occurring within organizations for the purpose of accomplishing predetermined objectives through humans and other resources

answer

Define "management"

question

Direct health care settings are "those organizations that provide care directly to a patient, resident, or client who seeks services from the organization." Non-direct care settings are not directly involved in providing care to persons needing health services, but rather support the care of individuals through products and services made available to direct care settings.

answer

Explain the difference between Direct and Non-Direct health care settings

question

Staffing Budgeting Quality services Patient satisfaction Physician relations Financial Performance Technology acquisition New service development

answer

List internal domains of health care management

question

Community demographics/need Licensure Accreditation Regulations Stakeholder demands Competitors Medicare and Medicaid Managed care organizations/insurers

answer

List external domains of health care management

question

A. Planning B. Organizing C. Staffing D. Controlling E. Directing F. Decision making

answer

Match the following management functions with its description. Words: Planning, organizing, staffing, controlling, directing, decision making A. This function requires the manager to set a direction and determine what needs to be accomplished B. This function refers to the overall design of the specific division for with the manager is responsible C. This function refers to acquiring and retaining human resources D. This function refers to monitoring staff activities and performance E. The focus of this function is on initiating action in the organization through effective leadership F. Making effective decisions based on consideration of benefits and the drawbacks of alternatives

question

Conceptual skills - The ability to critically analyze and solve complex problems Technical skills - Reflect expertise or ability to perform a specific work task Interpersonal skills - Enable a manager to communicate with and work well with other individuals, regardless of whether they are peers, supervisors, or subordinates

answer

List and define the 3 competencies expected of health care managers

question

It's a service industry that depends on a large number of highly trained personnel as well as trade workers.

answer

Why does Health Care in particular need both leaders and managers?

question

Leaders typically focus on the external domain. Stakeholders in the external domain are Vendors, Media, Government, Strategic Partners, Financial Stakeholders, Community Groups & Health Policy, Laws & Regulations

answer

Which domain do Leaders typically focus on? List at least 3 stakeholders in this domain.

question

A. M B. L C. L D. L E. M F. M G. L H. L I. M J. M

answer

For the following competencies, indicate whether they are a "L" leadership competency or a "M" manager competency A. Staffing personnel B. Transforming the organization C. Being an effective spokesperson D. Setting direction or mission E. Controlling resources F. Counseling employees G. Determining strategies for the future H. Motivating stakeholders I. Supervising the service provided J. Overseeing adherence to regulations

question

They don't care about anyone else's thoughts or opinions, they just care about themselves.

answer

Explain what "self-absorbed" means

question

B. False

answer

A self absorbed leader is more likely to develop a followership than a leader who is not self absorbed. A. True B. False

question

Self-Awareness - (Definition) deep understanding of one's emotions and drives -- (Application) Knowing if your values are congruent with the organization's Self-Regulation - (Definition) Adaptability to changes and control over impulses -- (Application) Considering ethics of giving bribes to doctors Motivation - (Definition) Ability to enjoy challenges and being passionate toward work -- (Application) Being optimistic even when census is low Empathy - (Definition) Social awareness skill, putting yourself in another's shoes -- (Application) Setting a patient-centered vision for the organization Social Skills - (Definition) Supportive communication skills, abilities to influence and inspire -- (Application) Having an excellent rapport with the board

answer

List the dimensions of emotional intelligence and their corresponding application to leadership

question

Challenge the process, inspired a shared vision, enable others to act, model the way, & encourage the heart, thus taking leadership to a new level

answer

What are the 5 common behaviors of effective leaders most often observed in "Spiritual Leadership"?

question

A. Coaching (Definition) B. Participative (Application) C. Coercive (Definition) D. Pacesetting (Application) E. Participative (Definition) F. Coaching (Application) G. Pacesetting (Definition) H. Coercive (Application)

answer

Match the leadership style with its definition and application. Styles: Coercive, Participative, Pacesetting, Coaching A. Focus on personal development B. Most followers C. Demanding and power based D. Highly competent E. Soliciting input and allowing decision making F. Top level G. Setting high performance standards H. Problematic employees

question

A. Functional and Technical Knowledge of business/business acumen, strategic vision, decision making and decision quality, managerial ethics and values, problem solving, change management/dealing with ambiguity, systems thinking, governance B. Self-Development and Self-Understanding Self-awareness and self-confidence, self-regulation and personal responsibility, honesty and integrity, lifelong learning, motivation/drive to achieve, empathy and compassion, flexibility, perseverance, work/life balance C. Interpersonal Communicating, motivating, empowerment of subordinates, management of group process, conflict management and resolution, negotiation, formal presentations, social interaction D. Organizational Organizational design, team building, priority setting, political savvy, managing and measuring performance, developing others, human resources, community and external resources, managing culture/diversity

answer

What are the four domains of leadership? List 2 competencies for each domain.

question

A. The recently enacted Patient Protection and Affordable Care for Americans Act will provide full health care reform

answer

Which of the following is an incorrect statement about the future of the healthcare field? A. The recently enacted Patient Protection and Affordable Care for Americans Act will provide full health care reform B. Some of the key elements identified for success will be perspective, adaptability, and finding inner passion as a personal driving force. C. These will be challenging times for healthcare leaders D. The recently enacted Patient Protection and Affordable Care for Americans Act will dramatically alter the way health insurance is administered

question

Physiological Needs - food, water, sexual drive, other subsistence-related needs Safety Needs - Shelter, safe home environment, employment, healthy and safe work environment, access to health care, money, other basic necessities Belonging Needs - Desire for social contact and interaction, friendship, affection, various types of support Esteem Needs - Status, recognition, positive regard Self-Actualization Needs - Desire for achievement, personal growth and development, and autonomy

answer

Define the 5 levels of Maslow's Hierarchy of Needs theory of motivation

question

Existence - related to Maslow's 1st two needs, thus combining the physiological and safety needs into one level Relatedness - Addressed the belonging needs Growth - Pertained to the last two needs, thereby combining esteem and self-actualization

answer

Describe the 3 needs of Alderfer's Motivation Theory

question

Need for achievement - Emphasizes the desire for success, for mastering tasks and attaining goals Need for affiliation - focuses on the desire for relationships and associations with others Need for power - Relates to the desires for responsibility for, control of, and authority over others

answer

Describe McClelland's Acquired Needs Theory

question

...

answer

List several good motivational strategies and several "bad" motivational strategies

question

...

answer

How does getting rest and relaxation, maintaining fitness and eating right figure into employee motivational strategies?

question

...

answer

Complete the phrase: Engaged health care workers demonstrate __________ on patient care, greater ___________ and _____ behavior for others

question

Respectful of authority, value duty and sacrifice, value accountability and practical experience, strong work ethic with emphasis on timeliness and productivity, strong interpersonal skills, value academic credentials, accept limited resources, loyal to employer and expect loyalty in return

answer

List the characteristics of a "Traditionalist" worker

question

Individuality, driven by goals for success, measure work ethic in hours worked and financial rewards, believe in teamwork, emphasize relationship building, expect loyalty from coworkers, career equals identity, a democratic approach

answer

List the characteristics of a "Baby Boomer" worker

question

Self-reliant, highly educated, questioning, risk-averse, most loyal employees, want open communication, respect production over tenure, value control of their time, invest loyalty in a person, not in an organization

answer

List the characteristics of a "Generation X" worker

question

Broad area of management that studies how people act in organizations.

answer

Define organizational behavior

question

1. Complex work of health care has a high risk of serious or deadly error 2. Requires a highly educated, efficient, and well-coordinated workforce 3. Rising costs and declining reimbursements 4. Increased competition and consumer demands 5. Chronic health conditions demand more outpatient care 6. Concern over patient safety and quality of care demands workers skilled in clinical information management 7. Labor shortages are there and predicted to increase 8. Have to create new services and adopt new technologies 9. Managers have little control over those with very high autonomy, like physicians 10. Make sure they're continually finding ways to effectively work together

answer

Identify 10 challenges of healthcare management

question

We cannot understand behavior without understanding the thoughts, assumptions, and perceived attributes of a situation that precede behavior and its consequences.

answer

What is the connection between thinking (cognition) and behavior in organizations?

question

Attention process will be influenced and filtered by their assumptions, values, knowledge, goals, past experiences, and other personal differences. As a result, they will only take in part of the information they're presented with and subsequently act upon partial information.

answer

How do perceptions influence behavior in the workplace?

question

...

answer

What is the role of communication in the work place?

question

...

answer

What is the role of problem solving in the workplace?

question

...

answer

What are three ways that a manager can use their knowledge of the thinking (cognition) process to improve communication between individuals, within groups, and/or organizations?

question

A group of people working together to achieve a common goal

answer

Define "team"

question

No, they do not. Cross Functional Teams are teams that really have to work together well, and physicians are kind of off in their own little section.

answer

Do cross functional teams include clinicians (physicians)? Why or why not?

question

...

answer

List 3 examples of how to engage the medical staff in the organization. (Engage - get them to want to participate, care, and/or otherwise interact with)

question

-Improved coordination of care -Efficient use of healthcare services -Increased job satisfaction among team members -Higher patient satisfaction

answer

What are some of the benefits of effective healthcare teams?

question

-The costs of having meetings -Place to meet and food and coffee -Trying to arrange a time that's convenient for most of the participants -Time spent in the meeting and accompanying opportunity costs -Interpersonal costs associated with having to work with other people -Development of mutually respectful behaviors and trust -Risk taking associated with letting go of one's turf; potential embarrassment of looking bad in a group

answer

"The benefit of teamwork outweighs the costs." - What are some of the costs of teamwork? What are the benefits? Do you agree or disagree with the statement? Why?

question

Forming - Getting oriented to the team goals and each other, what the tasks are Storming - Intragroup conflict, attempts at dominance, passive-aggressive behavior, information withholding, other forms of resistance to team tasks and goals Performing - Have open dialogue with one another, share information to accomplish the team's goals Adjourning - Breaking up the team

answer

List the stages of teams in order and write a brief description of each stage.

question

Wicked problems are difficult to define and not easy to resolve. Sometimes can never truly be solved due to multiple layers of issues. 80-year-old woman had hip replacement surgery and has used her Medicare paid days at the SNF. Walking has improved, but isn't back to how it was before the surgery. Bedroom's on the second floor and has to climb a flight of stairs to get to her front door. Only daughter lives in another state with 2 teenage daughters, one with depression, and husband just lost his job.

answer

What does the author mean by a "wicked problem"? Provide an example.

question

A personality inventory based on Jung's theory of psychological types. Assesses four domains and four subsets within those domains on a four-by-four grid. This test can help the healthcare environment by defining what type of people would be best for what position. A manager would want to be someone who is responsible, dependable, highly organized, likes to see things done correctly, tends to judge in terms of standard operating procedures, realistic, matter-of-factor, loyal to institutions", so the test would help to see what people would have those qualities.

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What is the Myers-Briggs Type Inventory? What purposes can it serve in the healthcare environment?

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The Institute of Medicine, To Err is Human

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What is the name of the organization that first reported a concern about medical errors in our healthcare system? What was the name of the report?

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Misuse - Risk service is provided badly reducing benefit to patients Overuse - Use of service when risk outweighs benefits Underuse - Failure to provide service whose benefit is greater than risk

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Define Misuse, Overuse, and Underuse

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1. Leadership 2. Strategic Planning 3. Focus on patients, other customers, and markets 4. Measurement, analysis, and knowledge management 5. Staff focus 6. Process management 7. Organizational performance results

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List the 9 featured criteria of Malcom Baldrige Quality Award. Categorize the 9 criteria according to the structure-process-outcome framework.

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Plan - take the process improvement and create a plan for its implementation Do - actually implement the process improvement Check - Check whether the process is involved using the measure identified and measured in the U phase of FOCUS Act - Determine whether the process improvement was successful

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Describe the steps in the PDCA quality improvement model.

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A. Beings with the problem under investigation described in a box at the right side of the diagram. The major possible causes of the problem are arrayed as large ribs along the spine. These are broad categories of causes to which smaller ribs are attached that identify specific causes of the problem. B.

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Describe the following quality improvement tools: A. Cause-effect analysis B. Process Analysis C. Process Mapping

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