MGMT Final – Quiz Review

Health care policy is
every health care manager’s job
Team management means
assigning work tasks
review of performance
task interdependencies
The main difference between direct care and non-direct care settings is
Provision of care
This competency reflects expertise or ability to perform a specific work task
Employment of medical and health services managers is expected to change by what percent between 2008 and 2018?
plus 16 percent
Griffith says “championship processes” need performance measures in each the following areas except
Succession planning is
Planning to replace managers who retire or move up
Larger organizations are more likely to have all of the following except
informal chain of command
This function requires the manager to set a direction and determine what needs to be accomplished.
Organization management means
sharing of information
This competency involves the ability to critically analyze and solve complex problems:
This function refers to acquiring and retaining human resources
The focus in this function is on initiating action in the organization through effective leadership
This competency enables a manager to communicate with and work well with other individuals
Talent management refers to which of the following?
Internal domains of health care management include all of the following except
Studer views the organization as needing to be results oriented, with which of the following pillars of excellence?
This function refers to the overall design of the specific division for which the manager is responsible.
External domains of health care management include all of the following except
patient satisfaction
This function refers to monitoring staff activities and performance
Which is a guideline for healthcare leaders when being responsible to their employees as per the ACHE Code of Ethics?
ensure a safe work environment
Which of the following competencies is more leadership oriented than management oriented?
Determining Strategies for the Future
Which statement is true about Followership?
It should be recognized as a necessary component for an effective leader.
Which of the following is not a contemporary leadership model?
great man theory
Choose an inappropriate key leadership protocols.
closed communicator
From the Leadership styles for Healthcare personnel, which one focuses on personal development and recommended for the top personnel?
coaching style
Which is an incorrect statement about the future of the healthcare field?
The recently enacted Patient Protection and Affordable Care for America Act will provide full health care reform.
Which is a guideline for healthcare leaders when begin responsible to their profession as per the ACHE Code of Ethics?
comply with laws
Find an incorrect statement about leadership in today’s healthcare industry.
Many clinicians have the management training needed to help them in their new roles.
Which one of the EI (Emotional Intelligence) dimensions has the definition of “Social awareness skill, putting yourself in another’s shoes”?
Which model of leadership supports the concept known as “tough empathy”?
inspirational leadership
Find a leadership theory that correctly matches the stated leadership focus.
Leader-Member Exchange Theory of leadership: Interactions between leader and subordinate
The healthcare leader who is concerned about the future, as well as today’s business, must
continuously reassess how he/she fits in the organization
Which theory places its attention on the leader’s style and the work situation but also recognize the importance of setting goals for employees?
path-goal theory of leadership
Which leadership domain would the competencies honesty and integrity be placed?
Self-Development and Self-Understanding
Which is a new trend for healthcare governance?
Evaluations used to identify issues and correct
Which statement is not true about the “Great Man” theory?
Behavior is an important component in determining what makes a good leader
Which is a challenge of key healthcare leadership?
Which is a barrier of key healthcare leadership?
resource limitation
What is (are) the focus area(s) for healthcare leadership ethics?
managerial ethics
Which of the following are considered to be types of extrinsic rewards?
Acquired needs resulting from life experiences focus on which of the following?
What percent of all new jobs between 2008-2018 are projected to be in professional and service-providing occupations?
Which of the following is considered to be a good motivational strategy?
tailor rewards
Managers interested in revitalizing employees focus on getting them to do which of the following?
get rest and relaxation
maintain fitness
eat right
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.
Self-actualization needs focus on which of the following?
higher level needs
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.
Which generation below values individuality, teamwork, and work-life balance?
baby boomers
True or False? Everyone is motivated.
Maslow’s needs-based theory of motivation includes the following types of needs?
food, water, and sexual drive
desire for social contact
employment, shelter, and money
Which generation below is image conscious, team-oriented, values instant gratification, and is achievement-oriented?
Alderfer’s motivation theory is based on which of the following needs?
True or False? According to a 2009 study, 40% of managers believe that for their employees it is all about the money!
Which of the generations below is respectful of authority, values duty, sacrifice, accountability, and recognition of hard work and a strong work ethic?
Between 2008-2018, total employment is expected to increase by which of the following?
Scientific management involves which of the following?
determining the most efficient way to perform a job
Extrinsic theories of motivation include which of the following?
none of the above
This generation values education, training and growth opportunities, flexibility, and is considered risk averse.
generation X
True or False? Avoidance learning is often referred to as positive reinforcement.
Recognizing a problem and goal setting are in what phase of problem solving?
problem identification
A theory Y manager would believe which of the following about employee behavior?
Most employees seek the opportunity to contribute to their organization
According to the text, managers contribute to organizational learning by
Helping individuals and members change their perceptions and mental models
Which of the following guide the interpretation of information by selectively focusing attention and organizing our understanding?
In attribution theory, which of the following would be an example of a situational cause of employee performance?
good luck
Managers can best address information misperceptions by
Encouraging employees to recognize their perceptions and assumptions
___________ is based on positive beliefs about employee behavior while ____________ is based on negative beliefs about employee behavior.
Theory Y, Theory X
While expectancies and schemas are concerned with how we receive and store information, __________ are concerned with how we use that information in our reasoning.
mental models
A physician who believes a medical error occured due to __________________ may be making a fundamental attribution error.
a negligent radiology technician
Organizational behavior draws upon which of the following?
sociology, communication, and psychology
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?
Work behaviors can be studied at these three levels in an organization:
group, organizational, and individual
Which of the following is a part of Torbert’s Action Inquiry to check assumptions?
According to expectancy theory, an employee’s motivation depends on believing that
One can perform the task and that valued outcomes will be received
Which of the following statements best describes how organizational behavior applies to healthcare organizations?
Within the health care field certain issues are more prevalent.
Senge’s five “disciplines” that characterize a learning organization include all but which one of the following.
Focusing on the performance of each organization element separately
Which of the following best describes the purpose of studying organization behavior? it
improves the management of people in the workplace
A(n) ____________ is a mental structure used to organize and simplify knowledge and expectations of the world around us.
Because human capacity to accurately process large amounts of information is limited, how do people compensate?
by simplifyng rules called heuristics
Which of the following is one of the manager’s most powerful tools to create a shared, common focus?
How do the Mission, Vision and Value statements tie to the strategic plan?
They are reaffirmed during the planning process to ensure they are aligned with future strategic directions.
Which of the following is/are true regarding successful strategies?
They are focused on a desired future state.
They allign internal capabilities with market opportunities and threats.
They are funded and resourced long term.
By identifying specific __________, healthcare organizations can better target their services and potential growth opportunities.
community needs
Which of the following is not a “pro” as it relates to using surveys for data collection?
time for response
For a successful strategy execution in a radiology department, which of the following stakeholders must “buy in”?
radiologic technologists
How do the Mission, Vision, and Value statements tie to the strategic plan?
They are reaffirmed during the planning process to ensure they are alligned with future strategic directions.
Although there are many parts in the development of a strategic plan, what is its main purpose?
to identify how market forces may affect an organization and determine ways to counteract these forces
“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?
In a market assessment, which of the following innovations in technology may represent a threat to replace standard operations and services?
Which of the following is not part of the market assessment model?
power of hospitals
Which of the following describes an organizations statement of purpose
What are the components of Strategy Execution?
Monitoring and Control
Rollout and Implementation
Strategy Tactical Plans
Strategy Identification and Selection
Which of the following is a component of the strategic planning process?
monitoring and control
rollout and implementation
strategy tactical plans
strategy indentification and selection
Which of the following is the central focus of customer service in a healthcare organization?
An example of a supporting plan that is driven by the strategic plan is
Marketing plan
Capital plan
Operating plan
Personnel plan
Which of the following had the greatest impact on healthcare organizations to develop strategic plans in order to successfully compete in a demanding environment?
What is the purpose of tactical plans?
identify the who, what, where, when, and how of implementation
How can intelligence on competitors’ strategies best be gathered?
Observation of their market activities.
Tracking of their service volumes and market share.
What is the department manager’s role in strategic planning?
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.
SWOT analysis includes which areas of focus?
Healthcare Workforce and Innovations in Technology
Mission and Financial Condition
Competitive Rivalry and Organizational Strengths
Which of the following is NOT a stage in the consumer decision-making process?
assuring a guaranteed outcome
When marketing savvy medical practices divide the total market into groups that have relatively similar healthcare needs they are implementing which of the following?
marketing segmentation
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?
consumer behavior
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?
customer value
The controllable variables of the organization are referred to as which of the following?
4 P’s
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)?
Which of the following does NOT represent a business-to-business (B2B) healthcare marketing application?
Family decision making unit chooses an inclusive medical package from a long term assisted living offering
All of the following are layers of segmentation at the healthcare manager’s disposal except:
Strategic healthcare marketing seeks to satisfy customer needs through profitable relationships by creating, communicating, and delivering ________________ in selected markets.
customer value
Which of the following best defines marketing?
creating, communicating, delivering, and exchanging offerings that have value for customers, clients, partners, and society at large
According to our text, addressing the dark side of marketing is primarily a government responsibility.
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?
marketing management
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?
social marketing
Which of the following best describes a production oriented healthcare organization?
achieving organizational goals through product and clinical quality and the marketing adoption is low
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?
A marketing oriented healthcare organization focuses of which of the following?
achieving organizational goals by identifying health care needs, creating, communicating, delivering value and marketing concept adoption is high
The term effectiveness of clinical care can be addressed with which of the following questions?
Are the right things done?
Which of the following is NOT a structural variable in the Baldrige Award Criteria for quality improvement?
staff focus
Which of the following would be an example of common-cause variation?
minor electrical voltage fluctuations
Flowcharting is a quality improvement technique used for which of the following?
process mapping
Good measurement requires all of the following except:
measurement variation
Based upon customer focus within a hospital organization when pertaining to continuous quality improvement, who is considered “the customer”?
the patient
the physician
the staff
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?
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
incorporate multiple stakeholder perspectives to understand healthcare quality
The “failure to provide a service whose benefit is greater than its risk” is the definition of which of the following terms?
The Institute of Medicine publication entitled “To Err is Human” reported that between ____________ and _____________ people die each year from medical errors.
44,000; 98,000
Which of the following occurs when “the right service is provided badly and an avoidable complication reduces the benefit the patient receives”?
Which of the following is NOT one of the three core policy issues for a healthcare system?
Which of the following quality improvement techniques helps to identify and organize the possible cause for a problem in a structured format?
fishbone diagram
Which of the following is NOT included in the definition of Continuous Quality Improvement (CQI)?
technology focus
The Dartmouth Atlas of Health Care documents what aspect of health care?
Wide variation in medical practices which cannot be explained by illness severity or patient preference
Avedid Donabedian defined health care quality as having which of the following?
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
Physicians resistance to acknowledge nurses and other healthcare professionals as colleagues can lead to which of the following?
poor teamwork
interpersonal conflict
poor communication
poor patient outcomes
Residency training for physicians lasts from ________ to ________, depending on the specialty.
3 to 10
Overworked healthcare providers who have high patient-to-practitioner ratios lead to which of the following?
patient mortality
job dissatisfaction
job burnout
millions of dollars in turnover cost
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.
Which of the following would be considered a “sentinel event”?
Delivery of radiotherapy to the wrong body region.
Invasive surgical procedure on the incorrect limb.
Patient fall that results in a severe head injury
Criminal background checks for physicians are:
mandatory in most states for licensure
Which of the following is true concerning licensure?
It is granted by the state.
It is mandatory for medical, nursing practice, and other allied health professionals.
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:
delivery of babies
Resident work hours have changed due to which of the following?
the death of an 18 year old college student
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
Turnover of physicians, nurses, and allied health professionals:
impacts continuity of care
is costly
Which disruptive behavior would be considered a sentinel event?
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
All of the following are examples of conflict of interests:
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
Which of the following best describes mid-level practitioners?
they work “midway” between the level of physicians and nurses
Which of the following is the largest category of healthcare workers?
Which of the following is/are true statements?
Board certification is voluntary.
Board certification is a form of credentialing that verifies a physician has competency in a specific area.
Which of the following is NOT a key environmental force that affects human resources within HSO’s?
decreasing competition among HSO’s
“Benefits” include all of the following except:
Job analysis is necessary to:
define jobs, duties, responsibilities, and activities
Which of the following requires employers to provide reasonable accommodations for applicants and employees with physical and mental disabilities?
Which of the following is an example of an “employee retention” function?
Managing compensation and benefits
Staff shortages can lead to which of the following?
Dissatisfied staff
Staff turnover
Reduction and elimination of services offered
Incentive compensation is believed to have what effect on employee performance?
increase motivation
Recent information from the literature concerning employee perceptions suggests which of the following?
benefits are more important than compensation
The best way for management in HSO’s to avoid unions is to:
foster positive communication with employees
encourage feedback from employees
show interest in and meet the needs of employees
A 360-degree performance appraisal is helpful because it:
Includes the perceptions of others in addition to an employee’s manager
Which of the following is an example of an HSO’s Employee Relations and Engagement efforts?
walk-arounds” by managers
Position descriptions are necessary for which of the following?
They define the employer expectations for the job.
They specify job duties.
They identify knowledge, skills, and training required for the job.
Which of the following is a typical measure used by senior management to directly assess performance of HR efforts?
Staff Satisfaction
Which of the following prohibits discrepencies in pay between men and women who perform the same job?
equal pay act
Which of the following is true regarding performance appraisals?
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.
Flexible benefits are helpful to employees because:
they can choose benefits in line with their needs.
Nursing turnover costs about:
$65,000 per lost nurse
Which of the following is incorrect concerning Cross Functional Teams (CFTs)?
they do not include clinicians
The MBTI can be used for which of the following?
determine leadership strength
assess followship
evaluate introversion
estimate extroversion
Virtual teams are being used for which of the following?
Education for the “how-to” of teamwork dynamics is taught during which of the following?
none of the above
To convince higher level management that teamwork is worth the effort, one should point to which of the following?
improved communication
increased productivity
increased job satisfaction among team members
decreased nursing turnover
Which of the following is an important question that should be asked when you are assigned to a team?
What are the goals of the team?
Which of the following is NOT correct concerning Cross Functional Teams (CFTs)?
they do not include clinicians
Which of the following is a way to engage medical staff?
promote alignment between hospitals and physicians
Lucente, Rea, Vorce, & Yancey’s (1995) examination of a new multidisciplinary team organization found that:
staff did not like change
A wicked problem has which of the following features?
no stopping rules
no test of a solution
is a symptom of another problem
A study of participation in the VHA Medical Team Training program was associated with which of the following?
a lower surgical mortality rate
Which of the following is true regarding a team?
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
Teams go through the following stages, in the following order:
forming, storming, norming, performing, adjourning
Which of the following could be costs associated with teamwork?
opportunity costs
costs of rearranging schedules for teams to meet
coffee and food costs
interpersonal costs
Which of the following is a benefit of an effective healthcare team?
improved coordination of care
more efficient use of health care services
increased job satisfaction among team members
higher patient satisfaction
Which of the following terms can be used interchangeably with cultural competency?
culturally effective care
cultural conditioning
cultural proficiency
cultural sensitivity
Which of the following is not considered a benefit of a diverse health care workforce?
decreased cultural competency
According to the US Census Bureau, by 2050, what percent of the population of the US will be comprised of minorities?
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.
The ultimate goal of cultural proficiency is to have the healthcare workforce in the United States reflect the makeup of the communities served.
Which of the following signifies a difference in access, utilization, or quality of care?
health disparity
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.
A hospital can demonstrate inclusivity by community engagement through:
community input
education efforts
advisory panels
health fairs
Which of the following is NOT true as it relates to healthcare management?
human resource policies play a limited role in addressing diversity
The National Standards on Culturally and Lingguistically Appropriate Services provides for which of the following?
recruiting diverse staff
collecting patient data
language services
A recent study demonstrated that racially and ethnically diverse employers represented a growing percentage of top healthcare management positions
Which of the following is an exchange of information, ideas, and resources between individuals, community members, and mainstream organizations?
community engagement
Which of the following is considered one strategy to address health disparities and to drive toward equity in health and health care?
cultural competence
Which of the following is the first step for healthcare leaders to address disparities and work toward cultural sensitivity in a healthcare organization?
examine and resolve personal biases
Which of the following is a best practice and essential component(s) of a culturally proficient healthcare organization?
education and training for all staff
a diverse healthcare workforce
ability to adapt to community served
According to the Center for Cross-Cultural Health, which of the following is/are steps to community engagement?

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