Chapter one – Special one

If in the continuous improvement process, we increase our emphasis on customer satisfaction and outcomes of care, which two dimensions of quality/performance must be incorporated into all quality management activities? 

The dimension of quality/performance that is addressed by introducing a rapid response team in a hospital is

Which of the following is the BEST definition of process?

Which of the following best describes the successful outcome of the quality improvement process?

Nurse to patient ratio is an example of what type of measures?

Effectiveness of performance improvement program best assessed by:

Preliminary data shows increase medical errors in a unit. What should be initially done?

The performance indicator, “Total unscheduled inpatient admissions following ambulatory procedure (within 48 hours)” is a measure of

The primary purpose of the survey is to measure 

First step of strong organization culture: 

To achieve excellence of care under TQM philosophy, healthcare organizations must ensure: 

Health care organization is complex system. In complex system all of the following are right except:

Hospital A has recently merged with Hospital B. After 6 months it is noted that Hospital A has successfully transitioned their staff to new organizational values, while Hospital B still struggles. Hospital A’s success can best be attributed to

The best approach for training staff about quality and patient safety is to

Leaders enhance employee commitment to organizational values by fostering which of the following types of communication?

A quality improvement manager received the results from the most recent customer survey. Sixty percent of the residents in a nursing home have rated the
temperature of foods served as poor. Which of the following actions should be taken first?

A serious event has occurred related to the timely notification of critical test results. The root cause was traced to nursing difficulty with following the
organizational policy. To prevent a similar event from reoccurring, which of the following should be done next?

A policy for “time-outs” in an operating room was initiated in the first quarter. The second quarter data demonstrated only 40% compliance with all elements of the process. The first step the Quality Council should take is to

An organization can best measure its effectiveness in meeting customer expectations by :

A health plan is required to have a mechanism for members to submit complaints. Which of the following actions must be included in the complaint analysis to ensure the plan makes full use of this type of information?