question

Health care policy is

answer

every health care manager's job

question

Team management means

answer

assigning work tasks review of performance task interdependencies

question

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

answer

Provision of care

question

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

answer

technical

question

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

answer

plus 16 percent

question

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

answer

directing

question

Succession planning is

answer

Planning to replace managers who retire or move up

question

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

answer

informal chain of command

question

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

answer

planning

question

Organization management means

answer

sharing of information collaboration communication

question

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

answer

conceptual

question

This function refers to acquiring and retaining human resources

answer

staffing

question

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

answer

directing

question

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

answer

interpersonal

question

Talent management refers to which of the following?

answer

Recruitment Retention Training

question

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

answer

medicare/medicaid

question

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

answer

People Service Finance

question

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

answer

organizing

question

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

answer

patient satisfaction

question

This function refers to monitoring staff activities and performance

answer

controlling

question

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

answer

ensure a safe work environment

question

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

answer

Determining Strategies for the Future

question

Which statement is true about Followership?

answer

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

question

Which of the following is not a contemporary leadership model?

answer

great man theory

question

Choose an inappropriate key leadership protocols.

answer

closed communicator

question

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

answer

coaching style

question

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

answer

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

question

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

answer

comply with laws

question

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

answer

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

question

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

answer

empathy

question

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

answer

inspirational leadership

question

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

answer

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

question

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

answer

continuously reassess how he/she fits in the organization

question

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

answer

path-goal theory of leadership

question

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

answer

Self-Development and Self-Understanding

question

Which is a new trend for healthcare governance?

answer

Evaluations used to identify issues and correct

question

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

answer

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

question

Which is a challenge of key healthcare leadership?

answer

Physicians

question

Which is a barrier of key healthcare leadership?

answer

resource limitation

question

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

answer

bioethics managerial ethics

question

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

answer

praise benefits

question

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

answer

affiliation

question

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

answer

50%

question

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

answer

tailor rewards

question

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

answer

get rest and relaxation maintain fitness eat right

question

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.

answer

true

question

Self-actualization needs focus on which of the following?

answer

higher level needs

question

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.

answer

McGregor's

question

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

answer

baby boomers

question

True or False? Everyone is motivated.

answer

true

question

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

answer

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

question

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

answer

millennials

question

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

answer

growth existence relatedness

question

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

answer

false

question

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

answer

traditionalists

question

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

answer

10.1%

question

Scientific management involves which of the following?

answer

determining the most efficient way to perform a job

question

Extrinsic theories of motivation include which of the following?

answer

none of the above

question

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

answer

generation X

question

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

answer

false

question

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

answer

problem identification

question

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

answer

Most employees seek the opportunity to contribute to their organization

question

According to the text, managers contribute to organizational learning by

answer

Helping individuals and members change their perceptions and mental models

question

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

answer

frames

question

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

answer

good luck

question

Managers can best address information misperceptions by

answer

Encouraging employees to recognize their perceptions and assumptions

question

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

answer

Theory Y, Theory X

question

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

answer

mental models

question

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

answer

a negligent radiology technician

question

Organizational behavior draws upon which of the following?

answer

sociology, communication, and psychology

question

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?

answer

sensemaking

question

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

answer

group, organizational, and individual

question

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

answer

framing advocating illustrating inquiring

question

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

answer

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

question

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

answer

Within the health care field certain issues are more prevalent.

question

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

answer

Focusing on the performance of each organization element separately

question

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

answer

improves the management of people in the workplace

question

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

answer

schema

question

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

answer

by simplifyng rules called heuristics

question

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

answer

communication

question

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

answer

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

question

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

answer

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

question

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

answer

community needs

question

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

answer

time for response

question

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

answer

radiologists nurses radiologic technologists administrators

question

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

answer

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

question

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

answer

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

question

"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?

answer

mission

question

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

answer

PACS

question

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

answer

power of hospitals

question

Which of the following describes an organizations statement of purpose

answer

mission

question

What are the components of Strategy Execution?

answer

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

question

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

answer

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

question

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

answer

patient

question

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

answer

Marketing plan Capital plan Operating plan Personnel plan

question

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

answer

PPS

question

What is the purpose of tactical plans?

answer

identify the who, what, where, when, and how of implementation

question

How can intelligence on competitors' strategies best be gathered?

answer

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

question

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

answer

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.

question

SWOT analysis includes which areas of focus?

answer

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

question

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

answer

assuring a guaranteed outcome

question

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

answer

marketing segmentation

question

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?

answer

consumer behavior

question

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?

answer

customer value

question

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

answer

4 P's

question

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)?

answer

positioning

question

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

answer

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

question

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

answer

physiological

question

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

answer

customer value

question

Which of the following best defines marketing?

answer

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

question

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

answer

false

question

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?

answer

marketing management

question

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?

answer

social marketing

question

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

answer

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

question

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?

answer

individual society group organization

question

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

answer

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

question

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

answer

Are the right things done?

question

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

answer

staff focus

question

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

answer

minor electrical voltage fluctuations

question

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

answer

process mapping

question

Good measurement requires all of the following except:

answer

measurement variation

question

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

answer

the patient the physician the staff

question

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?

answer

FOCUS-PDCA model

question

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

answer

incorporate multiple stakeholder perspectives to understand healthcare quality

question

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

answer

underuse

question

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

answer

44,000; 98,000

question

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

answer

misuse

question

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

answer

community

question

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

answer

fishbone diagram

question

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

answer

technology focus

question

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

answer

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

question

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

answer

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

question

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

answer

poor teamwork interpersonal conflict poor communication poor patient outcomes

question

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

answer

3 to 10

question

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

answer

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

question

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.

answer

true

question

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

answer

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

question

Criminal background checks for physicians are:

answer

mandatory in most states for licensure

question

Which of the following is true concerning licensure?

answer

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

question

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:

answer

delivery of babies

question

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

answer

the death of an 18 year old college student

question

IMG's:

answer

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

question

Turnover of physicians, nurses, and allied health professionals:

answer

impacts continuity of care is costly

question

Which disruptive behavior would be considered a sentinel event?

answer

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

question

All of the following are examples of conflict of interests:

answer

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

question

Which of the following best describes mid-level practitioners?

answer

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

question

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

answer

nurses

question

Which of the following is/are true statements?

answer

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

question

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

answer

decreasing competition among HSO's

question

"Benefits" include all of the following except:

answer

salary

question

Job analysis is necessary to:

answer

define jobs, duties, responsibilities, and activities

question

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

answer

ADA

question

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

answer

Managing compensation and benefits

question

Staff shortages can lead to which of the following?

answer

Dissatisfied staff Staff turnover Reduction and elimination of services offered

question

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

answer

increase motivation

question

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

answer

benefits are more important than compensation

question

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

answer

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

question

A 360-degree performance appraisal is helpful because it:

answer

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

question

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

answer

walk-arounds" by managers

question

Position descriptions are necessary for which of the following?

answer

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

question

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

answer

Staff Satisfaction

question

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

answer

equal pay act

question

Which of the following is true regarding performance appraisals?

answer

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.

question

Flexible benefits are helpful to employees because:

answer

they can choose benefits in line with their needs.

question

Nursing turnover costs about:

answer

$65,000 per lost nurse

question

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

answer

they do not include clinicians

question

The MBTI can be used for which of the following?

answer

determine leadership strength assess followship evaluate introversion estimate extroversion

question

Virtual teams are being used for which of the following?

answer

telemedicine telecommuting

question

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

answer

none of the above

question

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

answer

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

question

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

answer

What are the goals of the team?

question

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

answer

they do not include clinicians

question

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

answer

promote alignment between hospitals and physicians

question

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

answer

staff did not like change

question

A wicked problem has which of the following features?

answer

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

question

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

answer

a lower surgical mortality rate

question

Which of the following is true regarding a team?

answer

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

question

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

answer

forming, storming, norming, performing, adjourning

question

Which of the following could be costs associated with teamwork?

answer

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

question

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

answer

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

question

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

answer

culturally effective care cultural conditioning cultural proficiency cultural sensitivity

question

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

answer

decreased cultural competency

question

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

answer

54%

question

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.

answer

true

question

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

answer

true

question

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

answer

health disparity

question

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.

answer

true

question

A hospital can demonstrate inclusivity by community engagement through:

answer

community input education efforts advisory panels health fairs

question

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

answer

human resource policies play a limited role in addressing diversity

question

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

answer

recruiting diverse staff collecting patient data language services self-assessments

question

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

answer

false

question

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

answer

community engagement

question

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

answer

cultural competence

question

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

answer

examine and resolve personal biases

question

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

answer

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

question

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

answer

education interface partnership input

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