Quality Management Quiz – Flashcards
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Quality Planning
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setting quality objectives and specifying operational processes and related resources needed to fulfill the objectives
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Quality Control
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operational techniques and activities used to fulfill quality requirements
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Accreditation
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a self-assessment and external assessment process used by healthcare organizations to assess their level of performance in relation to established standards and implement way to continuously improve
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IOM
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A private nonprofit organization created by the federal government to provide science based advice on matters of medicine and health
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Stakeholders
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people, groups, organizations, or entities that can be directly or indirectly affected by an organization's actions, objectives and policies
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ACS
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founded to addreass variations in the quality of medical education. It has developed the hospital standardization program to address the quality of facilities in which physicians worked
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Measures
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instruments or tools used for measuring
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Structure Measures
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data describing oranganizationsl facilities, environment, equipment, policies, and procedures
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Process Measures
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data describing the delivery of healthcare services
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Outcome Measures
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data describing the results of healthcare services
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Evidence-based Measures
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data describing the extent to which current best evidence is used in making decisions about patient care
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Pillars of Excellence
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strategic themes selected by an organization to focus efforts on aspects crucial to it's success
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AHRQ
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the lead federal agency for research on healthcare quality, costs, outcomes, and patient safety
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Quality Indicators
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measures used to detrmie an organizations performance over time
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Customer Service
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a series of activies designed to attend to customer's needs
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Numerator
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number written above the line in a common fraction to indicate the number parts of a whole
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Denominator
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number written below the line in a common fraction that indicates the number of parts into which one whole is divided
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Sample
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a representative portion of a large group
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Reliable
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yielding the same or compatible results in different situations
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Interrater Reliability
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probability that a measurement is free from random error and yields consistent results regardless of the individuals gathering the data
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Clincal Practice Guidelines
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systematically developed statements that assist practicioners' and patient's decisions about healthcare provided for specific clinical circumstances
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Balanced Scorecards
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frameworks for displaying system-level performance measures; components of structured performance management systems that align an organization's vision and mission with operational objectives
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Tabular Report
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performance data organized in a multicolumn, multirow format
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Central Tendency
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a measure of the middle or expected value of a data set
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Performance Expectations
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desired performance
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Data Visualization
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communication of information clearly and effectively through graphical means
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Scatter Diagrams
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graphs used to show the correlation between two characteristics or variables
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Pie Charts
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graphs in which each unit of data is represented as a pie shaped piece of a circle
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Bar Graphs
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graphs used to show the relative size of difference categories of a variable, on which each category or value of the variable is represented by a bar, usually with a gap between the bars; also called bar chartsq
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Histograms
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graphs used to show the center, dispersion, and shape of the distribution of a collection of performance data
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Frequency Distributions
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Classifications of performance data that allow comparison of results in each category
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Pareto Charts
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graphs used to show where improvement resources should be applied by revealing the significant few problems from the trivial many
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Radar Chart
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graphs used to display the differences between actual and expected perforance for several measures
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Spider Charts
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graphs used to display the differences between actual and expected performance for several measures
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Performance Trends
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patterns of gradual change in performance average or general tendency of performance data to move in a certain direction over time
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Dashboard
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a set of performance measures displayed in a concise manner that allows for easy interpretation
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Run Charts
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Chronological sequences of data that include a horizontal center line; also called line graphs
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Benchmarking
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learning about the practices in other companies for the purpose of using them in your own organization
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State of Statistical Control
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a condition where performance measurement results vary randomly within the control limits
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Normal Distribution
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a spread of information in which the most frequently occurring value is in the middle of the range and the other probabilities tail off symmetrically in both directions
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Standard Deviation
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a measure of the dispersion of a collection of values
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Common Cause Variation
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variation in performance that doesn't result from a specific cause but is inherent in the process being measured
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Special Cause Variation
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unexpected variation in performance that results from a non randon event
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Performance Gap
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the difference between actual and expected performance
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Lean Model
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a performance improvement apprach aimed at eliminating waste
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Analytic Tools
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qualitative and quantitative tools used during an improvement project
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Continuous Improvement
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analyzing performance of various processes and improving them repeatedly to achieve quality objectives
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PDCA Cycle
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Plan Do Check Act The Shewart performance improvement model
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PDSA Cycle
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Plan Do Study Act The Deming performance improvement model
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RCI
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Rapid Cycle Improvement an improvement model that makes repeated incremental improvements to optimze performance
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Six Sigma Quality
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rate of less than 3.4 defecs per million opportunities, which translates to a process that is 99.9997% defect free
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Improvement Project
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a group of individuals who work together to accomplish an improvement objective
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Opportunity for Improvement
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a problem of performance failure
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Affinity Diagram
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charts used by improvement teams to organize ideas and issues, gain a better understanding of a prblem, and brainstorm potential solutions
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Workflow Diagram
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an illustration of the movement of EE's or information during a process
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Response Scales
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ranges of answers from which the survey respondent can choose
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Response Rate
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the number of respondents who complete a survey out of the number who receive the survey, usually expressed as a percentage; can also apply to individual questions
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Quality Story
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a tool that visually communicates the major elements of an improvement project
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Qualitative Tools
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used to generate ideas, set priorities, maintain direction, determine problem causes, and clarify processes
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Quantitative Tools
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analytic improvement tools used for measuring performance, collecting and displaying data, and monitoring performance
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Fishbone Diagram
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graphic representations of the relationships between outcomes and the factors that influence them; also cause and effect diagram or Ishikawa diagram
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Decision Matrix
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a chart used to systematically identify, analyze, and rate the strength of relationships between sets of information, especially useful for looking at large numbers of decision factors and assessing each factor's relative importance
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Flowchart
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graphic reprentation of processes
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Interview
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formal discussions between two parties in which information is exchanged
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Surveys
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questionnaires or interviews used to obtain information fro ma group of individuals about process, product, or service
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Charter
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a written declaration of an improvement team's purpose
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Ground Rules
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established guidelines for how an improvement team wants to operate; norms for behavior
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Gantt Chart
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a bar graph that illustrates a project schedule
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Improvement Team
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a group of individuals working together to implement an improvement or solve a problem
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Inputs
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products, services, or information flowing into a process
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Outputs
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products, services, or information produced by a project
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Process Owners
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individuals ultimately responsible for a process, including its performance outcomes
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Independents
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improvement team members who have little or no knowledge of the process under consideration and have no vested interests in the outcome of the project
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Adverse Event
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an injury caused by medical care
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Incident Reports
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instruments used to document occurences that could have led or did lead to undesirable results
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Incidents
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events or occurrences that could have led or did lead to undesirable results
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Patient Safety
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actions undertaken by individuals or organizations to protect healthcare recipients from being harmed by the effects of health care services; also defined as freedom from accidental or preventable injuries produced by medical care
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Risk
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the possibility of loss or injury
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Safety
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the quality or condition of being safe; freedom from danger, injury, or damage.
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Sentinel Event
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an adverse event involving death or serious physical or psychological injury that signals the need for immediate investigation and response
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Vigilant
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carefully observant or attentative; on the lookout for possible prolems
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Clinical Paths
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descriptions of key patient care interventions for a condition including diagnostic tests, medications, and consultations, which, if completed as described, are expected to produce desired results
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Medically Necessary
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appropriate and consisten with dagnosis and accordin to acceptd standards of practice in the medical community, imperative to treatment to prevent the patient's condition or the qulity of the patient's care from being adversly affected
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Preadmission Certification
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review of the need for medical care or services that is completed before the care or services are provided
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Protocols
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formal outlines of care; treatment plans
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Utilization Management
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planning, organizing, directing, and controlling healthcare products in a cost-effective manner while maintaining quality of patient care and contributing to the organization's goals
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