CPHQ Exam Flashcards (2022)
The following information about patient falls is obtained from a facility with units that have a similar average daily census: Unit A: 6% Unit B: 4% Unit C: 9% Unit D: 8% Which of the following additional information is most important to evaluate the CAUSE of the falls? a. Number of falls b. Compliance with fall protocol c. Time of day
Compliance with fall protocol
A patient is transferred to a neighboring hospital for a magnetic resonance imaging (MRI) exam. Due to a misinterpretation of orders, the procedure is performed on the wrong part of the body. What should the healthcare quality professional do?
Conduct an analysis to reduce future occurrences (According to The Joint Commission definition, performing a procedure on the wrong patient or the wrong body part is a sentinel event. Any sentinel event that occurs, regardless if another facility is involved, must be investigated in an attempt to reduce further occurrences)
What challenges often occur with the use of aggregated data?
Context is lost and solutions are not identified
Clinic A has just completed 6 months of patient satisfaction surveys. Excellence in performance has been appropriately recognized. Now complaints must be analyzed and somehow quantified. What method would be most effective in the complaint analysis process? a. Sort surveys into separate folders b. Create a taxonomy for coding complaints c. Match complaints with performance issues
Create a taxonomy for coding complaints (Helps to classify and organize complaints in a logical way)
If an organizational goal is to decrease the rate of postoperative infections, which method of communication of results is likely the most effective in encouraging ongoing efforts? a. Written report to administration b. Dashboard updates c. Oral report at staff meetings d. Posted paper notices on bulletin boards
Dashboard updates
Which of the following is an essential component in a performance improvement report? a. Governing body approval b. Data analysis and display c. Individual performance review d. Team composition and attendance
Data and analysis display
A patient care team is in disagreement over new admissions procedures. What decision-making model should management use? a. Decision criteria b. Consensus c. Tenure influence
Decision criteria (This model explores all options equally and gives unorthodox or unpopular options a fair chance)
Healthcare quality professionals can best communicate organizational values and commitment through a. Establishing a multidisciplinary task force b. Disseminating monthly newsletters c. Creating a mission statement d. Leading by example
Demonstrating and practicing expected values are the best ways to communicate organizational values (d)
A small city has two hospitals. The HCAHPS reports show Hospital A is performing far below Hospital B in customer service. The administrators at Hospital A decide to set an organizational goal of ranking higher than Hospital B in one year. What is the most logical first step in the goal-setting process?
Develop an overall picture of the smaller partial goals to be achieved
If a physician has written a DNR order for a patient with heart failure, but the patient's living will indicates a desire for life-prolonging interventions, a nurse who is concerned should first a. Report the issue to the ethics committee b. Report the issue through the chain of command c. Discuss the issue with the physician
Discuss the issue with the physician (If serious concerns still remain, then report through the chain of command or to the ethics committee)
A team approach to problem solving is most useful when a. The organization's goals are unclear b. Diverse areas of expertise are required c. Communication challenges exist d. There are ample resources within the organization
Diverse areas of expertise are required (b) (The make-up of a team that varies in perspective and experience provides a variety of skill sets that will help solve problems)
Your clinic has had three recent instances of chart mix-ups. In each case, doctors made initial patient contact with the wrong chart in hand and incorrect information. What technology would be most helpful in this situation? a. Medication barcode scanners b. Tablet computers or smart phones c. Electronic health record software d. Individual record RFID tags
Electronic health record software
Patient safety is promoted in an organization through a. Encouragement of error reporting, staff education, and reliable systems b. Reliable systems, open communication and performance reviews c. Performance reviews, encouragement of error reporting, and willingness to pay overtime
Encouragement of error reporting, staff education, and reliable systems
When developing department-specific performance measures and indicators, the quality manager as a consultant should a. Conduct a literature search and select quality indicators b. Ensure that the numerator and denominator are clearly defined c. Prioritize the quality indicators for selection by the dept. leader d. Review the mission statement and seek physician input
Ensure that the numerator and denominator are clearly defined
Within the last 4 days, three post-surgical patients have died of pneumonia-related complications at a large hospital. None of the patients presented as symptomatic for pneumonia at the time of surgery. What evaluation tool should be used to help identify and resolve this issue? a. Epidemiological theory b. Performance management measures c. Statistical analysis d. Improvement measures
Epidemiological Theory, which is used to identify the source and cause of an issue or anomaly (The other tools are used to quantify data or examine processes that can contribute to improvement)
Team building goals for a first meeting should include all of the following EXCEPT a. Evaluating the project b. Learning to work as a team c. Getting to know one another d. Setting meeting ground rules
Evaluating the project
Standards of care based on the knowledge and research of recognized experts are known as...
Evidence-based guidelines
When Hospital A's neonatal infection rates rise unexpectedly, the quality council establishes a new set of performance measures. They base their measures on internal standards, customer survey data, and employee survey data. What important element are the members disregarding?
External standards, such as national goals and requirements (External data provides a context for the internal data and distinguishes where and how the facility falls compared to national standards)
An organization has established a culture of safety when a. Fear of retaliation is eliminated b. Reports of potential errors have decreased c. Patient safety goals are implemented d. Employee education is completed
Fear of retaliation is eleminated
An organizational structure in which decision-making is decentralized and staff have the authority to make decisions is: a. Matrix b. Flat c. Functional d. Service-line
Flat
Based on identified issues, a healthcare quality professional examines 100% of one physician's admissions and only 20% of all other physicians' admissions. This is best described as a a. Focused review b. Prospective review c. Retrospective review d. Concurrent review
Focused review (A prospective review is performed prior to care, and a concurrent review is performed at the onset and during care. This case is a retrospective review, but "focused review" is more accurate.)
Which of the following patient safety goals is applicable to everyone in a healthcare facility? a. Hand-off communication b. Medication safety c. Hand hygiene d. Fall prevention
Hand hygiene
A hospital is working to reduce readmissions. Which of the following is the best approach to accomplish this goal? a. Giving an education sheet on patient medication to the patient and family b. Have the patient demonstrate their understanding of the knowledge provided c. Requesting the home health nurse provide patient instruction
Have the patient demonstrate their understanding (b)
A team has identified a process for improvement, selected examples of best practice performers, visited those sites, gathered all necessary data, and compiled the results. The most effective next step for the team is to a. Identify the next process to benchmark b. Implement change at the team's site c. Compare results to historical data d. Make the results public for others to use for benchmarking
Implementation (b) is the next step in the performance improvement cycle
Evaluating medication administration to reduce medical errors is an example of a. Quality management b. Utilization management c. Risk management
Improving patient safety, including error reduction, is the primary goal of risk management (c) (Quality management involves the process of achieving organizational performance improvement goals, and utilization management relates to the utilization of resources)
When uninsured patients come to the emergency department, Medicare-participating hospitals with emergency services are required to provide a. Medical screening examination only b. Medical screening examination and all necessary treatments c. Medical screening examination and stabilizing treatment
Medical screening examination and stabilizing treatment
A critically ill patient is admitted and requires a specialized procedure; however, the surgeon does not have privileges at the facility. Which of the following documents will be most helpful in identifying the course of action the hospital should take? a. Patient safety manual b. Risk management plan c. Medical staff bylaws d. Surgical policies and procedures
Medical staff privilege rules are defined in the medical staff bylaws (c)
In continuous quality improvement programs, surveys are essential to determine which of the following? a. Patient needs b. Performance standards c. Effective management d. Population demographics
Patient needs
What is the primary goal of risk management?
To identify and manage risks to promote patient safety
What is the primary purpose and ultimate goal of performance improvement training? a. To improve performance in a specific area b. To improve performance throughout an organization c. To introduce new ideas to employees d. To create uniformity across an organization
To improve performance in a specific area (a) (Performance improvement should be targeted at a specific behavior to be improved)
Patient satisfaction scores for a community hospital demonstrate multiple areas for improvement including a need to improve attractiveness of the facility, responsiveness to patient needs, and physician and nursing communication. Based on these results, which of the following should the healthcare quality professional also expect to find? a. Administration prioritizing and leading units to achieve organizational goals b. Unit managers who openly discuss patient satisfaction scores c. Units operating independently with little communication between units d. Employee satisfaction scores in the 80th percentile compared to other peer organizations
Units operating independently with little communication between units (c) (Responsiveness to patient needs requires effective communication between multiple units as well as staff)
What should the first consideration be when developing a process improvement team?
What departments or units are part of the process. It is important to include team members who are familiar with the current process and who may have insight into problems and potential solutions.
Meaningful quality process measures must be...
Relevant and valid Data must be reproducible to be valid. For data to be reproduced, it should be relevant. Relevance of data is important because the data must relate to the quality process being measured.
A quality improvement manager received the results from the most recent patient 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. Set up a continuous monitor for review b. Call the dietician and ask for an explanation c. Review previous results and assess trends
Review previous results and assess trends
The concept of "patient safety" applies most appropriately to a. Environmental safety measures b. Serious physical injuries c. Patient complaint management d. Risk prevention
Risk prevention ("Risk prevention" best encompasses all areas of safety, while the other responses are limited to only one area of patient safety)
If someone in your organization is resisting and not willing to make the change, what is the best strategy to take? a. Communicate what, why, how, when and who of change process, present a positive outlook, have a clear focus and goal for change and expectations b. Set goals, measure performance, provide coaching and feedback, reward and recognize positive efforts c. Provide education and training in new skills and use of various management techniques
Set goals, measure performance, provide coaching and feedback, reward and recognize positive efforts (b) (a) would be more appropriate to use if someone is resisting change because they don't understand what is required of them
A trend analysis of incidents occurring in a healthcare facility should focus on which of the following areas? a. Timeliness of reporting and data accuracy b. CMI and staffing patterns c. Severity level and occurrence types
Severity level and occurrence types
An organization's data demonstrate an increase in the number of patient falls. A healthcare quality professional should recommend a. Revising the fall-risk assessment tool b. Convening a focus group of medical staff to discuss fall risks c. Increase staffing on weekends and nights d. Sharing the data with the staff to provide feedback
Sharing the data with staff to provide feedback
The pathology department of Hospital A is up for a service-specific review. What documents should be considered as part of this review? a. General policies and procedures for the hospital b. Employee work history and performance statistics c. Specific policies and procedures for pathology d. All of the above
Specific policies and procedures for pathology (c)
Which of the following are essential functions of an infection control program? a. Risk management and surveillance b. Prevention and education c. Surveillance and prevention d. Patient safety and risk management
Surveillance and prevention (c)
A performance improvement training program has been conducted. The healthcare quality professional has determined that improvement has not occurred. What is the most likely cause for the lack of improvement?
System challenges within the organization. There must be a culture that fosters safety as a priority for everyone within the organization
What is the Situation-Background-Assessment-Recommendation (SBAR) tool?
A tool to improve communication among caregivers
A chief quality officer has the responsibility for education and implementation of a quality improvement process. To affect cultural change, the chief quality officer must a. Believe the costs are justified by the benefits b. Be a visible participant in the process c. Receive quarterly reports d. Limit training to managers and supervisors
Administration and organization leaders, such as the chief quality officer, must be part of the effort to affect cultural change (b)
Organizational leaders can best demonstrate commitment to a new quality improvement initiative by a. Reviewing the quality improvement plan b. Offering solutions to identified problems c. Allocating resources for the process
Allocating resources (Potential solutions are best offered by the participants in the process (front line staff))
Which of the following best describes an organizational vision statement? a. It is used as a marketing strategy b. It defines the structure of the institution c. It describes the organization's strategic plan d. It reflects the organization's aspirations
An organization's vision statement reflects its aspirations and goals for the future (Not to be confused with the mission statement, which describes the organization's purpose or reason for existence)
Utilization Management
An organized, comprehensive approach to analyzing, directing, and conserving organizational resources Goal is to provide care that is both high in quality and cost-effective
On review of emergency department records to evaluate patient safety issues, which of the following suggests medical overuse? a. RICE therapy is routinely prescribed for muscle strains b. CT ordered for head trauma in 40% of cases c. Opioid prescriptions limited to 7-day supply d. Antibiotics prescribed for cough in 85% of cases
Antibiotics prescribed for cough in 85% of cases
Define risk management
Taking steps to avoid and control risks within an environment to accomplish a desired outcome
What is the Diffusion of Innovation model? What are the 5 stages of adopting an innovation?
The Diffusion of Innovation model is used to facilitate the process of disseminating innovation and change across an organization. 5 Stages: Knowledge > Persuasion > Decision > Implementation > Confirmation
When is an FMEA performed?
The FMEA process is a proactive, systematic method of identifying and preventing incidents before they occur. Used for new systems/processes, redesign of systems/processes in early stages, and existing systems/processes
Management using quality improvement principles should emphasize the importance of: a. Staff orientation b. Customers' expectations c. Quarterly statistical reports d. Team selection
The basis of quality improvement is knowing what the customer needs and wants (b) The rest are only one component of quality improvement.
A Quality Council has chartered a performance improvement team to reduce medication errors. The team has been meeting for several months and progress has been very slow. Which of the following is the most important factor for the Quality Council to assess with the team leader? a. Composition of the team b. Number of medication errors since the team was chartered c. Team members' ability to interpret graphs d. Frequency of team meetings
The composition of the team (a) is the most important factor and is often the main cause of team failure. Having the right team in place is essential.
The relationship between patient satisfaction and hours per patient day on a medical unit was found to be (r=0.60, p < 0.05). What is the correlation between these two values? a. 0.05 b. 0.36 c. 0.55 d. 0.60
The correlation coefficient (r) is an index that ranges from -1 to 1 and reflects the extent of a linear relationship between two data sets. The correlation coefficient is 0.60.
You are part of a cost-analysis team evaluating a proposed inpatient nutrition program. What is the first step your team should take in the cost analysis process? a. Study framing b. Report formatting c. Audience defining d. Patient polling
The first step in a standard cost analysis process is study framing (a)
In an organization, who assumes full responsibility for the quality of care provided in an organization?
The governing body
What are the responsibilities of an organization's governing body (board of directors)? What is it NOT responsible for?
The governing body is responsible for setting policy, financial and strategic direction, quality of care, and setting goals and objectives It is NOT responsible for implementing strategies and collecting measurements of quality indicators
The evaluation of the quality and appropriateness of patient care in the radiology department is the responsibility of the a. Medical director of radiology b. Chief medical officer c. Medical director of the quality department d. Administrator of clinical services
The medical director of a department has the ultimate responsibility for everything within that department (care, quality, technology, etc.) (a)
A Quality Council is preparing a Patient Safety Plan. A key factor that needs to be considered for the long-term success of the patient safety program is to a. Determine which patient safety goals need to be monitored b. Involve the entire organization in the program c. Review incident reports to identify what disciplinary action should occur d. Research how technology can be used to prevent errors
The program must be organization-wide in order to be successful. It must include all memebers of the healthcare team. (b)
A healthcare quality professional is developing a policy regarding access to physician quality files. In addition to the date and name of the person requesting the information, what else should be included in the policy?
The purpose of the request
An effective facilitator should be skilled in process evaluation and the tools of performance evaluation, and must a. Not have a vested interest in the content b. Be in a salaried position c. Be a front-line employee
The role of the facilitator is to be the process expert and remain objective (a)
Which of the following is the first step in the strategic planning process? a. Setting goals and objectives b. Defining organizational structure c. Determining productivity indicators
The strategic planning process is based on what the organization wants to achieve (i.e., goals and objectives)
The prevalence rate of a disease depends on...
The total number of cases and the population at risk
In order to enter demographic data from surveys into a computer software program for analysis, the data should generally first undergo a. Cleaning b. Coding c. Simplification d. Evaluation
Coding
According to Bloom's taxonomy, the three types of learning that must be considered when developing training are...
Cognitive, affective, and psychomotor
Physician profiles should be reviewed at time of reappointment to...
Assess practitioner competency
When introducing continuous quality improvement (CQI) into an organization, a chief executive officer must first...
Assess the organization's readiness for change
What elements should be part of an employee performance improvement plan? What elements should NOT be part of a performance improvement plan?
1) A clear statement of the problems to be addressed 2) Specific action steps to be taken as part of the plan 3) A desired outcome or goal behavior and a timeline (It does NOT include any research into the cause of an employee's challenges)
List the steps of an FMEA
1) Define topic and process to be studied 2) Build interdisciplinary team with content and process experts 3) Develop flow diagram of process and sub-processes 4) List all possible failure modes for each sub-process and determine the severity of each effect 5) Identify an action plan for each failure mode that will be corrected 6) Identify the measures that will be used to analyze and test the redesigned process. Identify the person responsible for completing each action
A patient who has had nonbehavioral restraints applied must be examined by an independent licensed professional within: a. 2 hours b. 6 hours c. 12 hours d. 24 hours
24 hours
When carrying out clinical research as part of process improvement efforts, if the population studied ranges from 80-100 individuals, how many sample cases are necessary?
30 Requirements as established by TJC: < 30: All cases 30-100: 30 cases 101-500: 50 cases > 500: 70 cases
Quality improvement teams are beneficial because they a. Promote competition and pride among members b. Maximize expertise and perspectives c. Authorize solutions to problems
A diverse team, including members with different experience and backgrounds, provides a broader knowledge base and outcomes
Which of the following are the primary reasons for developing drug formularies? a. Manage pharmacy costs, promote patient safety b. Reduce medication errors, educate physicians c. Encourage the appropriate use of medications, educate physicians d. Decrease food and drug interactions, promote patient safety
A drug formulary is an approved list of medications, clinical indications, and doses that helps manage pharmacy costs and patient safety
For a quality improvement team to deal effectively with conflict, it is important to appoint which of the following to its membership? a. Risk manager b. HR representative c. Facilitatior d. Senior leader
A facilitator is an unbiased party that may help groups deal with conflict (c)
A facility has identified a trend of increased falls for patients aged 60 to 85 years. An effective fall prevention program should include a. A fall protocol, restraint criteria, and a family sitter program. b. Restraint criteria, staff education, and a sedation protocol. c. A patient assessment process, a family sitter program, and a sedation protocol. d. A patient assessment process, a fall protocol, and staff education.
A patient assessment process, a fall protocol, and staff education (d) (According to the CMS Conditions of Participation for hospitals and long-term care, patients or residents have the right to be free of restraints of any form (physical or drug) that are not medically necessary)
An RCA revealed a patient in an acute psychiatric unit committed suicide by hanging himself with his shoelaces. To prevent this from occurring again, the most appropriate action is to institute: a. A buddy system for the patients b. A 24-hour video monitoring system c. A policy allowing only non-laced shoes d. Patient checks every 15 minutes
A policy allowing only non-laced shoes (This policy eliminates the object that was used to commit suicide and creates a safer environment)
Which of the following can be defined as, "A set of measures and data that give managers and administrators a quick yet comprehensive overview of performance? a. Process measurement b. Balanced scorecard c. Dashboard d. Six Sigma
Balanced Scorecard Balanced scorecards are useful because they put strategy and vision at the center of an organization's efforts. They provide a visual display of the entire organization's progress. (Scorecards tell health systems how they're doing overall. They are quick and comprehensive. Dashboards tell systems what's happening now using interactive metrics with drill-down capabilities)
Despite repeated training, the ER staff still exceeds suggested organizational wait times for incoming patients. What factors should be considered before future training to ensure change will occur? a. Misalignment of departmental and organizational strategic goals b. Age and generational differences of department employees c. Standard deviation of staffing levels against patient influx levels d. Gender-based bias of treatment times for incoming patients
Before pursuing further training, it is important to examine if there is a misalignment of department goals (providing quality patient care) and organizational strategic goals (decreasing wait times)
Benchmarking is based on identifying which of the following? a. Best practices b. Competition c. Deficiencies d. Statistical control
Benchmarking is the comparison of results against a reference point, which is a best practice (a)
What is the relationship between peer review and root cause analysis?
Both tools are used together as part of failure analysis. They provide both objective and subjective reviews of a problem in order to identify the context of a failure and the potential contributing factors.
A facility decided to implement Standard Precautions 1 year ago, but compliance has been poor. In addition to assessing the causes for poor compliance, the most effective way for the organization to improve compliance is to a. Stock PPE in the clean utility room b. Initiate return demonstration as a part of staff competency c. Show a videotape on Standard Precautions quarterly d. Review and revise handwashing policies and procedures
Including return demonstration in competency testing ensures that staff understand proper technique (b). The other options do not necessarily improve compliance.
Which of the following is likely to be most disruptive to healthcare quality? a. Increased regulations b. Social changes c. Increasing costs d. Ethnic diversity
Increasing costs
Describe internal vs. external customers
Internal customers work within the organizational structure. External customers rely on and/or utilize the healthcare organization and product (patients, family members, medical equipment suppliers)
How does the World Health Organization Surgical Safety Checklist lead to tight coupling in the operating room? a. It establishes universality for patients b. It compartmentalizes the procedures c. It establishes a clear OR hierarchy d. It closely aligns the various individuals involved in the process
It closely aligns the various individuals involved in the process
Which of the following is essential to an effective quality council? a. Involvement of leadership b. Consultation of the legal advisor c. Participation of the strategic planning committee d. Direction from the organization's quality team
Leadership involvement (a) promotes an effective quality council through resource and support allocation to achieve objectives
Two surveys were completed in a healthcare facility that showed conflicting results concerning patient satisfaction with food services. The two surveys were independently designed and distributed by different departments within the facility. What should the healthcare quality professional do first?
Meet with the departments to review their survey process. Reviewing these processes will help the quality professional understand the survey tools and processes used by each department. The current surveys should be investigated before taking action or creating a new survey.
The use of clinical pathways and guidelines in hospitals should a. Minimize variation in patient care b. Reduce length of stay c. Improve patient satisfaction d. Identify errors in patient care
Minimize variation in patient care (a) (The purpose of clinical pathways and guidelines are to standardize best practices and provide high quality care while minimizing delays and utilizing resources effectively. The other responses may occur as result of minimizing variation.)
The best approach to assessing an organization's safety culture is: a. Staff surveys b. Focus groups c. Observations d. Multiple measures
Multiple measures (Assessment may begin with a staff survey, but this may not allow for the breadth of opinions that can be obtained through other measures, such as interviews and focus groups)
A number of specialty and primary care clinicians have participated in several meetings to develop clinical practice guidelines for the management of diabetes. The team leader has moved the team through the actual guideline development, and is now concentrating on the "evaluation of quality-of-care" phase. Which of the following sequences of steps should the team consider in developing the evaluation phase? a. Identify medical review criteria, identify sampling methods to be used, define objectives of the performance review, pilot test b. Develop data collection form, identify populations covered by the guideline, identify the data sources, conduct the review c. Define objectives of the performance review, identify populations covered by the guideline, develop data collection form, pilot test d. Consider costs of the review, identify clinicians and sites of care, define objectives of the performance review, develop data collection form
Objectives (c) must be defined first, before anything else can be done
The best way to evaluate the effectiveness of performance improvement training is through...
Observing behavioral changes, which demonstrates a transfer of knowledge into practice
A PI training program has been conducted and the healthcare quality professional has determined that improvement has NOT occurred. What is the most likely cause for the lack of improvement?
Organizational systems are inhibiting changes
Using Donabedian's model, which of the following areas most need to be addressed in a clinic with elevated levels of post-treatment infection? a. Structure measures b. Process measures c. Outcome measures d. None of the above
Outcome measures (c), as they deal with the effects of treatment after the fact
Quality improvement team progress is best evaluated by which of the following? a. Team leader b. Senior leadership c. PDCA/PDSA process d. Nominal group technique
PDCA/PDSA process (The Plan, Do, Check, Act process is a comprehensive methodology used to conduct performance improvement activities, including the analysis of progress)
Patients on the post-surgical ward have been complaining about a lack of privacy when nurses are performing wound care. What process is most appropriate to initiate for resolution of this issue? a. Quality control b. Patient advocacy c. Quality assurance d. Peer review
Patient advocacy
Recent HCAHPS data for Hospital A indicate that doctors are not providing adequate explanations to patients. In improving the patient safety culture with regards to this issue, what two elements must be addressed? a. Patient perceptions and clinical quality b. Patient perceptions and physician education c. Physician education and time constraints d. Quality standards and time constraints
Patient perceptions and clinical quality (Patient perception includes the mode of communication, the depth of information, and understandability of the context. Clinical quality includes the doctor's understanding of communication techniques, health literacy, etc.)
Which of the following steps occurs first in facilitating change in an organization? a. Identifying problems to be addressed in the organization b. Get feedback from management c. Identify key people in the organization who should be involved d. Develop a performance improvement plan
Performance improvement methodology includes identifying issues and/or problems before taking action (a)
An issue with response time to patient requests has been identified in the post-surgical ward of Hospital A. The administrators desire to improve performance in this area. What element of process performance will most help determine the best course of action? a. Process behavior b. Process measurement c. Process capability d. Process requirements
Process requirements are the element of process performance that represents the voice of the patient, outlining the change or action that is needed (d) (While the other options are all elements of process performance, they are not the elements that help define the neede change or best course of action)
If someone in your organization is resisting and not able to perform change, what is the best strategy to take?
Provide education & training in new skills and use of various management techniques Could also pair these people with someone who is more confident for a short period, then monitor progress
The most effective way for a healthcare quality professional to communicate quality improvement activities to the medical staff is by: a. Evaluating physician participation on quality teams b. Inviting medical staff to an in-service on quality tools c. Providing outcome data at medical staff meetings d. Developing professional relationships
Providing outcome data at medical staff meetings (Outcome data communicates objective feedback to medical staff)
Describe quality assurance vs. quality control
Quality Assurance: Focus is on the processes and procedures that improve quality, including any corrective actions needed to optimize post-production quality Quality Control: Focus on the product to find defects that occur after development
The responsibility for providing organizational direction for a facility's continuous quality improvement program frequently rests with the quality a. Teams b. Leader c. Quality Council
Quality Council
