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After defining “internal” and “external” customers, your organization is making a master-list of each type of customer before initiating a major change process. Of the following, which is the best next question to ask of staff?
For which aspects of care are patient-reported measures most credible?
Healthcare purchasers and payers are demanding that providers demonstrate their ability to provide high quality patient care at fair prices. Specifically, they are seeking:
Information about customers can be obtained from all of the followings except:
The primary purpose of the survey is to measure
“Occurrence reporting” is a type of
Team members are divided about the next course of action in an important project. It appears that the conflict is severe enough to warrant intervention. Who is responsible for managing the conflict?
Quality leadership, in contrast to management by results, starts with which of the following?
Management using quality improvement principles should emphasize the importance of
In continuous quality improvement programs, surveys are essential to determine which of the following?
Satisfaction surveys, focus groups, and complaint tracking are tools used to
An organization can best measure its effectiveness in meeting customer expectations by :
Which of the following is LEAST likely to be a patient perspective of quality?
When implementing a Continuous Quality Improvement (CQI) program in an acute care facility, surveys are used to better understand
Complaint analysis is most useful identifying which of the following?