HLTH 4000 Week 6 Exam 2 Study Guide, Exams of Business Economics

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HLTH 4000 Week 6 Exam 2 (25/25 Questions & Answers) Latest Updated 2024 TOP

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Total quality management (TQM), referred to as in health care, became the new paradigm for quality improvement within the U.S. during the 1980s and 1990s.

Selected Answer: B. Continuous Quality

Improvement

Answers: A. End Result System

B. Continuous Quality Improvement

C. Quality Assurance

D. Retrospective Utilization Review

E. Systems Improvement

●

Strategic plans translate broad strategies into specific objectives and action plans.

Selected Answer: True

Answers: True

False

●

Question 2

● 0 out of 4 points

●

Question 3

● 4 out of 4 points

●

Patients are most likely to complain about the medical care they receive far more than about food or noise or other nonclinical concerns.

Selected Answer: False

Answers: True

False

●

Which of the following stakeholder groups should NOT be included in strategic planning?

Selected

Answer:

E. All of the above should be included as appropriate.

Answers: A. Senior leadership

B. Board of trustees

C. Medical staff

D. Community leaders

E. All of the above should be included as appropriate.

●

The IOM report Crossing the Quality Chasm laid out an agenda for the creation of a 21st-century health care system in the USA that is:

Selected Answer:

C. Safe and patient- centered

●

Question 4

● 4 out of 4 points

●

Question 5

● 0 out of 4 points

Answers: A. Timely and equitable

B. Effective and efficient

C. Safe and patient- centered

D. All of the above

E. Both B & C

●

Excessive employee turnover has significant effects only on the cost of recruiting and placing replacement employees.

Selected Answer: False

Answers: True

False

●

Which aspect(s) of the SWOT analysis aim to identify external market forces?

Selected Answer: E. None of the above

●

Question 6

● 4 out of 4 points

●

Question 7

● 0 out of 4 points

Answers: A. The situational

assessment

B. Opportunities and threats

C. Weaknesses

D. Opportunities and strengths

E. None of the above

●

Which of the following is not a necessary step in the formulation and implementation of an action plan?

Selected Answer: C. Obtain and analyze data.

Answers: A. Identify the problem or need.

B. Determine who caused the problem.

C. Obtain and analyze data.

D. Carry out the plan.

●

A reasonably clear picture of where the organization wishes to be in the

●

Question 8

● 0 out of 4 points

●

Question 9

● 4 out of 4 points

coming few years is often an element of a mission statement.

Selected Answer: True

Answers: True

False

●

The book Forgive and Remember portrays the surgical culture of personal accountability on which QA is grounded, and underscores which core assumption(s) about medical errors?

Selected

Answer:

B. People are responsible for medical errors.

Answers: A. System-based problems are

responsible for medical errors.

B. People are responsible for medical errors.

C. Process variations are responsible for medical errors.

D. All of the above

E. Both A & C

●

●

Question 10

● 4 out of 4 points

●

Question 11

● 4 out of 4 points

Why is execution of the strategy so important?

Selected

Answer:

B. The strategic plan is useless unless it is executed appropriately.

Answers: A. Without execution, none of the

strategies will be funded.

B. The strategic plan is useless unless it is executed appropriately.

C. It helps to make all organizational stakeholders feel like part of the team.

D. It brings in revenue.

●

Managed care is forcing an increase in customer service communication with an increasing number of external and internal customers.

Selected Answer: True

Answers: True

False

●

●

Question 12

● 4 out of 4 points

●

Question 13

● 4 out of 4 points

An effective mission statement must be a detailed document that includes all actions to be taken to fulfill that mission.

Selected Answer: False

Answers: True

False

●

What is the purpose of tactical plans?

Selected

Answer:

A. To identify the who, what, where, when, and how of implementation

Answers: A. To identify the who, what, where,

when, and how of implementation

B. To organize a department's input to the strategic plan

C. To identify funding for the selected strategies

D. To monitor an organization's performance over time

E. None of the above

●

Question 14

● 4 out of 4 points

●

Question 15

● 4 out of 4 points

●

What do the four letters in the PDCA Model represent?

Selected Answer: C. Plan-Do-Check-Act

Answers: A. Plan-Design-Check-Act

B. Plan-Design-Control- Achieve

C. Plan-Do-Check-Act

D. Plan-Do-Control-Achieve

E. None of the above

●

Which of the following is necessary for successful strategy execution?

Selected Answer: E. Both A & C

Answers: A.^ Strong leadership

B. Cash reserves

C. Organizational buy-in

D. Knowledge of competitors' strategies

E. Both A & C

●

Question 16

● 4 out of 4 points

●

Not all HR functions are carried out exclusively by HR staff. Which of the following would be carried out by line managers?

Selected Answer:

D. All of the above

Answers: A. Interviews of

candidates

B. Ranking of candidates

C. Hiring of a candidate

D. All of the above

●

The majority of hospital patients do not want:

Selected Answer: D. A lengthy stay in the hospital

Answers: A. Clean, quiet rooms

B. Good food served hot and on time

C. Courteous, attentive, and skillful staff

●

Question 17

● 4 out of 4 points

●

Question 18

● 4 out of 4 points

D. A lengthy stay in the hospital

●

Whenever possible, you should give your employees the authority to address and resolve customer complaints.

Selected Answer: True

Answers: True

False

●

Why is it important to consider innovations in technology in development of the strategic plan?

Selected

Answer:

B. They may represent a threat of substitute products.

Answers: A. New technologies tend to be

expensive.

B. They may represent a threat of substitute products.

C. Medicare will not reimburse for them.

●

Question 19

● 4 out of 4 points

●

Question 20

● 4 out of 4 points

D. A successful organization must have the latest in medical advances.

E. None of the above

●

A supervisor can assist in the recruiting process by providing concise, up-to-date position descriptions.

Selected Answer: True

Answers: True

False

●

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

Selected Answer: C. Staff

satisfaction

Answers: A. Profitability

B. Patient satisfaction

C. Staff satisfaction

●

Question 21

● 4 out of 4 points

●

Question 22

● 4 out of 4 points

D. Quality of care

●

What are the components of a Situational Assessment?

Selected

Answer: E. Strategy Identification and Selection

Answers: A. Monitoring and Control

B. Rollout and Implementation

C. Mission, Vision, Values

D. Market Assessment, Internal Assessment, and Mission , Vision, Values

E. Strategy Identification and Selection

●

Employee Suggestion Programs:

Selected

Answer:

B. Are viewed by employees as positive because of the opportunity to have input

●

Question 23

● 0 out of 4 points

●

Question 24

● 4 out of 4 points

Answers: A. Usually do not reward top suggestions

B. Are viewed by employees as positive because of the opportunity to have input

C. Are the same as Employee Assistance Programs

D. None of the above

●

Question 25

● 4 out of 4 points

●

In addressing each customer complaint, do not :

Selected

Answer:

A. Challenge the complaining customer to prove the validity of the complaint before proceeding

Answers: A. Challenge the complaining customer

to prove the validity of the complaint before proceeding

B. Look upon the complaint as a means of securing feedback

C. Accept responsibility for the complaint rather than seek to place the blame

D. Treat each complaint as legitimate until either resolved or withdrawn