PT824 Exam #1
when do malpractice torts in PT occur?
Occurs when a licensed professional ( a PT or PTA) fails to provide services as per the standards set by the governing body ("standard of care") subsequently causing harm to the plaintiff; Defined as "any professional misconduct, unreasonable lack of skill or fidelity in professional or fiduciary duties, evil practice or illegal or immoral conduct."
What are the four P's of marketing?
Product, Price, Place, Promotion
what needs to happen if something is an extreme risk?
RCA needs to be conducted
what is an example of a fixed cost?
Rent, car payment, utilities, loans
What are power and influence theories of leadership?
Someone's power and influence impacts their ability to be a leader "What is the source of the leader's power?" Ex. Transformational leadership
what is the difference between strategic and operational thinking?
Strategic: Longer-term, Conceptual, Reflective or learning, Identification of key issues and opportunities, Breaking new ground, Effectiveness, Hands-off approach, Helicopter perspective Operational: Immediate-term, Concrete, Action or doing, Resolution of existing performance problems, Routine and ongoing, Efficiency, Hands on approach, On-the-ground perspective
what is ordinary negligence?
The failure to do what a reasonably prudent person would do or would not do under the circumstances of the act or omission in question.
what is the golden rule?
Treat others the way you want to be treated
what is negotiation?
a basic means of getting what you want from others a back and forth communication designed to each agreement when you and the other side have some interests that are shared and others that are opposed
what is a hostile work environment?
a form of sexual harassment in which unwelcome and demeaning sexually related behavior creates an intimidating and offensive work environment and starts to get in the way of the ability of someone to do their job
what is motivation?
a passion to work for reasons that go beyond money or status; a propensity to pursue goals with energy and persistence hallmarks: -strong drive to achieve -optimism, even in the face of failure -organizational commitment
What is a manager?
a person responsible for controlling or administering all or part of a company or similar organization
What is a leader?
a person who has *commanding authority* or *influence*
what happens in the discussion stage of negotiation?
acknowledge differences (perceptions, feeling of frustration and anger, difficulties in communication)
what needs to happen if something is low risk?
additional investigation not required
what is fact witness?
an individual called to testify based on knowledge of the circumstances of the case
What is Maslow's hierarchy of needs?
ascends from basic biological needs to more complex psychological motivations (from top to bottom) deficiency in a need will prevent further movement up in the pyramid
why is marketing ongoing?
because services come and go as new technologies become available, as new competitors emerge, as demographics change, etc.
when does a professional duty begins/ends for a therapist?
begins: when a therapist/patient relationship beings ends: when this relationship has been lawfully terminated
how do employees who "manage up" hold each other accountable?
by discouraging negative behavior and ensuring that everyone is adhering to established policies and procedures
highly effective clinicans have strong characteristics of _____ and _____.
competence and compassion
what are punitive or exemplary damages?
damages to punish the defendant for reckless, malicious, deceitful, outrageous, willful, wanton conduct
what is a principled negotiation?
decide issues on their *merits*, rather than through a haggling process focused on what each ride says it will and wont do
how does increased productivity affect the cost of human resources?
decreases the cost
What is data mining?
discovery of useful, possibly unexpected, patterns; extracted of previously unknown and potentially useful information
what are weaknesses of the compromise approach?
dissatisfaction can breed resentment
what are the strengths of the run away approach?
does not escalate conflict; postpones confrontations
what is a cash basis method?
economic events are recognized (and put in the statement) when the cash transaction happens
what is an accrual basis method?
economic events are recognized when the transaction occurs
how do those with a D-style handle conflict?
embrace it; may not even recognize that is conflict
how can we influence someone without formal authority?
exchange and the law of reciprocity
what is the difference between expenses and revenues?
expenses: the costs of doing business (accounts payable) ex. benefits, supplies, equipment, laundry revenues: the dollars and cents accrued from doing business (accounts receivable) ex. cash based services, insurance based services, contracted services
when should you conduct an RCA?
first, determine incident consequence and probability of reoccurring
what makes up total cost?
fixed cost (FC) + variable cost (VC) + semivariable cost (SV) = total cost
what are the components of counselling?
focus: behaviors -expectations are set -motivation is different -consequences will need to be a direct result
what is the difference between non-for -profit and a for-profit orgnization?
for profit: governed mainly by shareholders; expect to get more money in return than they put in; shareholders get the profit non for profit: there is a board of directors (help to make decisions) who do not have a financial stake in the company; percentage of revenue goes to charitable organization (5013c)
what is involved in the micro level of marketing?
groups with very specific needs and fewer offerings from which to choose
what are examples of unintentional torts?
negligence and malpractice
what is professional negligence?
negligence that occurs in the scope of professional practice, and requiring the knowledge and skills of a professional
expense management is done by controlling ________.
operating and capital expenses
an RCA assumes that _____ drives outcomes
process (NOT people)
how do those with a D-style act under pressure?
share it with everyone! aggressive/lack of concern
what s McClelland's achievement motivation?
states that individual needs are acquired with life experience; achievement, authority/power and affiliation
what is organizational management/leadership?
the management staff that typically provides inspiration, objectives, operational oversight, and other administrative services to a business
what is the goal when in the "prospecting" stage of selling?
to determine what the person wants we should be questioning, listening, and learning; find out what their hot buttons are
what are the 6 fundamental principles of influencing people?
"CARLSS" C: consistency A: Authority R: Reciprocity L: Liking S: Social Proof S: Scarcity
what is an example of the compromise approach?
"I know I'm right and you're wrong... but you're never going to come around to my point of view, so why don't we agree to disagree and I'll give in a little bit, and you give in a little bit"
what is an example of the pressure approach?
"I know I'm right and you're wrong... so I'm going to convince you to come around to my point of view; you'll thank me for it"
what is an example of the run away approach?
"I know I'm right and you're wrong...but you won't listen to me and I'm intimidated by you so I'm just going to avoid you"
how do I-styles feel about being right?
"it just feels right"
what are some aspects that are involved in revenue management?
-Setting prices (fees) -Identifying the payer(s) for each service or product -Policies and procedures that address the provision of the service, recording the delivery of the service, and collecting reimbursement -Estimating expected payment -Following procedures for payment receipt, account reconciliation, and cash management -Financial reporting
what is the goal of the team up approach of conflict management?
-all about finding a solution for everyone -these people address issues aiming to satisfy both parties and minimize negative feelings -enjoy digging into conflict
what is the goal of the run away approach?
-avoidance -stems from aversion to negativity and confrontation -these people typically keep to themselves any negative feelings towards other people or situations
what are traditional challenges of a large divisional stage organization?
-being slow to respond to change -difficulty generating new ideas -slow recognition of customer and employee needs
what are examples of threat to professional status?
-belittling opinions -public professional humiliation -accusation of lack of effort
what are observable S-style behaviors?
-calm, steady -careful -empathetic -modest, trustworthy -good listeners
what are C-styles biggest fear?
-criticism of work -failing
what are observable behaviors of a D style?
-decisive, tough -strong willed -competitive and demanding -independent, self-centered
what are steps you should take before brainstorming for options?
-define your purpose -choose a few participants (5-8 people) -change the environment -design an informal atmosphere -choose a facilitator
what is the human relations model about?
-developed around the 1920s industrial era -focus: productivity -people want to be a part of a supportive team that facilitates development and growth -employees receive special attention and are encouraged to participate -they perceive their work has significance and they are motivated to be more productive, resulting in high quality work
what happens in the analysis stage of negotiation?
-diagnose the situation -start thinking about option already on the table -find basis of agreement
how do I-styles act under pressure/stress?
-disorganized -narcissistic -they are frentic or shut down
what are the most successful informal responses to IPSB according to Cambier?
-distraction and redirection -avoiding opportunities for the behavior -speaking directly to the patient
what are marketing options during the growth stage?
-do nothing -reinvest profits into substantial marketing efforts
what are 3 types of malpractice damages?
-economic damages -noneconomic damages -punitive or exemplary damages
what is the open systems model about?
-encourages innovation and entrepreneurialism -emphasizes collaboration
what is the internal process model about?
-encourages predictability and continuity of practice -emphasizes policies and guidelines
how do we navigate a middle performer?
-ensure that your goal is to retain -support: describe what they do well that you want them to continue (be specific!) -coach: identify one single thing they can improve, provide specific, and benefit of doing this -ask for their ideas or recommendations for training or support -ask how you can assist or support them in developing this skill -discuss when you will follow up on their progress
What is Alderfer's ERG theory?
-existence (material, physiological) -relatedness (social and external esteem) -growth (internal esteem and self actualization)
what are examples of destabilization?
-failure to give credit where credit is due -meaningless tasks -removal of responsibilities -shifting of goal posts -repeated reminders of errors -setting up to fail
what is the rational goal model about?
-focus: achieving goals -emphasizes the need to achieve desired goals within the resources provided -making sure people achieve their goals
what are benefits of strategic planning?
-focuses thinking -prioritizes efforts -aligns efforts with goals -scans external environment -sharing plan with external environments -implementation needing action plans
what are the 7 deadly sins of the carrot and stick approach?
-fosters short term thinking -crushes creativity -diminishes performance -extinguishes intrinsic motivation -crowd out good behavior -encourages cheating/short cuts -becomes addictive
what are examples of threat to personal standing?
-gossiping about you -name calling -insults -teasing
what is the entrepreneurial stage of organizational growth?
-has labor divided into management and nonmanagement categories -work coordinated by supervision more than by mutual accommodation -communication takes a little more time because of division of labor
what is considered a moderate event?
-incident leading to a reduction or limitation in bodily function -incident leading to an increased length of inpatient stay -incident requiring surgical intervention -hospitalization, lost time, or restricted duty of one employee
what is considered a major event?
-incident leading to major permanent loss of function (sensory, motor, physiologic, psychologic) unrelated to natural course of illness -permanent injury to staff -hospitalization of 3 employees -lost time or restricted duty of 2 employees
what are the predictive risk factors for sexual assault in the workplace according to Boissonnault?
-inexperience -working with patients with a cognitive impairment -patient sex -clinican sex
research shows that mid-level managers require which skills (3)?
-integrity/trust -empowerment and delegation -consistency in decisions and mentorship
what are the stages of the life cycle os services and products?
-introduction stage -growth stage -maturation stage -decline stage
what are goals of the pressure approach?
-justification -these people have the potential to be every debate team's MVP -if not kept in check this can easily slip into bullying and harassment -often enjoys conflict
What are examples of character?
-keeping commitments -practicing self-development -feedback -being approachable -trusting others
what is the goal of the give in approch?
-keeping the peace -those that prefer this conflict management style believe it's important to keep relationships civil and associates happy -these people deeply value relationships and are very accommodating
what is the bureaucratic stage of organizational growth?
-larger organizations which are becoming larger via horizontal or vertical integration -large, necessitating additional means of coordinating work
what are the 5 pillars behavioral interviewing?
-people -service -quality -growth -finance
what are examples of isolation?
-preventing access t opportunities for leave or training -physical or social isolation -withholding of information
what are factors that can affect demand?
-price -time -income -quality -health status -education -age -tastes and preferences -insurance -lifestyle
what does the HWB do for employees?
-provides an avenue for legal redress for health harming cruelty at work -can sue employer for exposure to harmful work environment -seeks restoration of lost wages and benefits
what are the requirements for something to be considered bullying according to the workplace bullying institute?
-repeated harm/mistreatment (2x a week over 6 months) -verbal abuse, threatening behaviors, intimidation, humiliation, work sabatoge, -imbalance of power
how can we facilitate employee development?
-show commitment in action and not just words -support development of their network -provide stretch assignments/opportunities -provide learning opportunities
what are steps you should take while brainstorming?
-sit side by side -clarify the ground rules -brainstorm -take notes
what are observable I-style behaviors?
-sociable, talkative, open -enthusiastic -energetic -persuasive
what are the 5 areas of marketing?
-strategy -tactic -identifying relationships -maintaining relationships -creating value
what are key characteristics of effective strategies?
-sustainability -performance benefits -competitive advantages -direction -focus -interconnectedness -critically
what are examples of personal capability?
-technical knowledge -product knowledge -problem analysis -professional skills -innovation -initiative -effective use of IT
how do we navigate a high performer?
-tell them where the organization is going -thank them for their contribution to the organization and articulate the specific value of their work -ask what they need to be a long term employee and what you can do for them -restate your appreciation and support
what is the craft stage of organizational growth?
-the most basic stage of organizational development -most likely still a small organization with no formal division of labor and supervision sometimes used for coordination ex.) a small private practice clinic
what are factors that can affect supply?
-the price/cost of factors of production -the price of substitutes and complements -expected future prices -the number of suppliers in the market -technological progress
what are the 5 categories of bullying behaviors as described by Raynor and Hoel?
-threat to professional status -threat to personal standing -isolation -overwork -destabilization
What are examples of theories of leadership?
-trait theories -behavioral theories -contingency theories -power and influence theories
what are examples of overwork?
-undue pressure to produce work -impossible deadlines -unnecessary disruptions
when are inexpensive gifts from patients allowed?
-when it is not cash or a cash equivalent -value is no more than 10 dollars individually or 50 dollars in aggregate annually per patient
what questions can we ask to help us prioritize tasks?
1. "what is required of me?" 2. "what gives the greatest return on investment?" 3. "what is the most rewarding?" *evaluate, eliminate, and estimate*
a structured approach to performance improvement (changing behavior) includes... (3 things)
1. *set clear expectations* (the "why") 2. *verify competency* and schedule time to measure and revisit progress 3. *hold people accountable* to the process *the manager is responsible for ensuring all of these things are met*
what are the 4 steps to effective communication?
1. Know and understand styles/preferences - how they can be similar or different 2. identify your preferred style/preference 3. identify styles in others 4. modify your own behaviors to improve interactions with others
What are Peter Drucker's 7 principles of management?
1. Management's task is to make sure their strengths are effective and their weakness are irrelevant. 2. Management is deeply embedded in all cultures. 3. Management's job is to think through and exemplify an organization's objectives, values, and goals so that people are committed to them. 4. Training and development must never stop. 5. An organization is built on communication and individual responsibility. 6. There is a need for diversity of measures to determine performance of an organization and its continuous improvement. 7. Results of an organization only exist on the outside as a satisfied customer.
what are the 6 steps in selling?
1. Opening 2. Prospecting 3. Positioning products 4. Handling objections 5. Close 6. Follow up
what are the 7 core elements of a compliance program?
1. Written standards of conduct, policies, and procedures 2. Designation of a compliance officer 3. Effective education and training programs 4. Hotline to receive complaints 5. System to respond to allegations of improper and/or illegal activities 6. Audits to monitor compliance 7. Investigation and remediation of identified systemic problems
what are the stages of negotiation?
1. analysis 2. planning 3. discussion
what are the four core financial statements?
1. balance sheet 2. income statement 3. cash flow statements 4. retained earnings statements
what are the phases of resistance?
1. betrayal 2. denial 3. identity crisis 4. search for solutions
what are three frequently used analyses in terms of variance?
1. common size analysis 2. comparative analysis 3. ratio analysis
What are the 4 C's of Finance?
1. cost 2. cash 3. capital 4. control
what are 5 stages of organizational growth?
1. craft stage 2. entrepenurial stage 3. bureaucratic stage 4. divisional stage 5. matrix/adhocracy stage
what are the four stages of leadership?
1. depending on others 2. contributing independently 3. contribution through others 4. leading through vision
what are the three levels of management/leadership?
1. first level manager: supervisory/operative 2. middle level manager: executor 3. senior level manager: administrative level
what are the 10 fatal leadership flaws?
1. lack of energy and enthusiasm 2. acceptance of their own mediocre performance 3. lack of clear vision and direction 4. Having poor judgment 5. not collaborating 6. not walking the talk 7. resisting new ideas 8. not learning from mistakes 9. a lack of interpersonal skills 10. failing to develop others
what are the three needs theories of motivation?
1. maslow 2. alderfer - maslow's 5>3 3. mcclelland achievement motivation
what are 3 critical factors in a lawsuit?
1. parties to the suit 2. elements to prove 3. rules of evidence
what are the four points of principled negotiation?
1. people 2. interests 3. opinions 4. criteria *PIOC
what are the stages of behavioral interviewing?
1. prepare 2. analyze the resume 3. open the interview 4. give information 5. ask questions and gather information 6. allow for questions and comments 7. wrap up the interview and set expectations for follow-up 8. evaluate the candidate against the requirements for the position
what are the 5 components of emotional intelligence at work?
1. self-awareness 2. self-regulation 3. motivation 4. empathy 5. social skills
what are the 5 styles of conflict management?
1. team up 2. give in 3. compromise 4. pressure 5. run away
what percentage of all leaders possess weaknesses?
1/3
how much growth is occurring in the introduction stage?
10%
studies show that we are distracted at least every ____ minutes and takes ___ minutes to get back on track.
11 minutes / 25 minutes
what percentage of workers have experiences bullying firsthand?
30%
what is the incentive for whistle blowers under the false claims act?
30% of recovery
how much growth is occurring during the growth stage?
5-10%
what percentage of success is due to attitude?
85% (only 15% is due to training)
what is accounting?
Accounting is a process of identifying, recording, summarizing, and reporting in monetary terms information about an organization during a specific period of time.
what is the ERASE plan for misconduct by patients?
E - expect misbehavior and make a plan for protection R - recognize misconduct and inappropriate behaviors A - address behaviors when they occur S - support your colleagues when you see misconduct E - establish/encourage - advocate for workshops, policies
what is an FTE?
FTE= 1 full time equivalent (usually 40 hours)
for damages, a patient must demonstrate... (2 things)
1) suffered a "compensable injury" ... sustained as a result of provider's breach of duty and warrants the award of a monetary payment and 2) the monetary award will serve to make the plaintiff "whole"
how much growth is happening during the decline stage?
1-3%
when you have 2 competing good priorities, you should base you priorities on which 3 things?
1. the mission, vision, and values 2. those that benefit others the most 3. making your best yes - when you say no to something, you are saying yes to something else
generally speaking in almost all situations, employees in healthcare want 3 things:
1. to believe the organization has the right purpose 2. to know their job is worthwhile 3. to make a difference
what are the steps that should be taken when discipling?
1. verbal warning 2. written warning 3. suspension 4. termination
What is the 20-50-30 rule?
20% of the people in an organization will embrace change and welcome it 50% are ambivalent/in the middle 30% are resistant and may sabotage or undermine the change process
what percentage of productive time is lost due to multitasking?
20-40%
about how many nonproductive hours are there per person?
208 (includes vacation, holiday, personal time)
how much growth is occurring during the maturation stage?
3-5%
Having a good character alone, the likelihood of being an outstanding leader is ____%.
6%
"____% of management is about people, ____% financial, and the rest of the time is about ______."
65%; 10%; special projects
what is the competing values framework?
A framework for categorizing organizational culture that shows how its core values affect its culture (human relations model VS rational goal model; internal process model VS open systems model)
What is the law of diminishing returns?
As inputs to production are used in higher quantities, their effect on the output decreases
What is Vroom's expectancy theory?
Assumes that behavior results from conscious choices; effort and performance are linked in a person's motivation
What is the carrot and stick approach?
Carrot = reward Stick = punishment
What are contingency theories of leadership?
Contingency theory acknowledges that *factors in the environment influence outcomes* "How does the *situation* influence good leadership?"
what are rules of evidence?
Court rules that govern the admissibility of evidence at criminal hearings and trials (ex. direct testimony, documentation, book/research)
what do those with a D-style handle listening?
GET TO THE POINT
what is the workplace violence prevention standards?
a framework to guide hospitals in developing effective workplace violence prevention systems
what is an income statement?
a report on an organization's financial performance over a specific period of time aka: profit and loss statements
what may cause a need for an FTE?
a shift in either supply and demand
what is a root cause analysis (RCA)?
a systematic approach to identifying factors leading to an undesired event
what is a break even analysis?
a technique to find the specific volume at which a business neither makes nor loses money
what is the feel, felt, found approach?
a technique used in selling to hand objection FEEL: You should tell the person "i understand how you feel" in order to show empathy. FELT: tell them about someone else who felt the same way initially. You're telling the customer that they are not alone and that things can change. FOUND: Then tell them how that person found that they got what they wanted when they did what you wanted/bought the product
What is an opportunity cost?
a type of economic cost which focuses on the value or cost of choosing one product over the other
What is the leadership tent?
a way to think about the qualities of a leader with each corner made up of skill sets or competencies; the more balanced and the more competency the more successful the leader 4 corners: 1. personal capability 2. focus on results (ex. goals, revenues) 3. interpersonal skills 4. leading organizational change/managing change the center: character
what are the strengths of the compromise approach?
all parties are equal in power
what is integrity?
an aspect of character; who you are/what you want to do and what you ought to do "say and do what you say"
what is the healthy workplace bill (HWB)?
an initiative started in 2001 and since 2003, 31 state have introduced the HWB (however no laws have yet been inacted)
what is one of the top reasons for firing people?
attitude/inability to work with others (62% of companies said attitude; 30% said incompetence)
what do those with a D-style value the most?
bottom line, results, success
what are the weaknesses of the give in approach?
breeds resentment; exploits the weakness
what is the goal when in the "closing/asking for business" stage of selling?
build off feedback from dialogue/issues discussed
what does the systems management theory state?
businesses consist of different systems that should work together harmoniously
what makes up marginal cost?
change in total cost/change in volume
what is happening during the decline stage?
characterized by decreasing popularity and market share; you want to change your marketing strategy if this is happening; try to avoid this stage
when collecting preliminary data, where can you look for more information?
clinical documentation, agency policies/procedures, regulatory (state or licensure requirements), is there a policy or standard?, did the process that occurred match the policy requirements?
what needs to happen if something is medium risk?
concise analysis and summary should be documented
what is operating income?
contribution margin - allocated expenses
what is an indirect cost?
cost that is needed for the delivery of the good or service but not directly in and of itself (ex. rent, utilities, equipment)
what are the strengths of the team up approach?
creates mutual trust, maintains positive relationships, builds commitment
what is organization desgin?
creation of roles, processes, and formal reporting relationships in an organization
what do I-styles value most?
creativity and expression
what are examples of intentional torts?
defamation, abandonment, assault, battery, sexual misconduct, fraud, invasion of privacy, infliction of emotion distress
what is considered "knowing" under the false claims act?
deliberate ignorance and reckless disregard
what do C-styles value the most?
details, accuracy, and precision
what is theory X and Y?
developed by douglas mcgregor; authoritarian VS participative management
what is the contingency management theory?
developed by fred fielder; no one management theory suits an organization
what does employee development involve?
developing others for leadership; we want them to reach the limits of their abilities and empower them to be more involved with the mission so that there is growth of the organization
what sets 90% of high performers apart from peers with similar technical skills and knowledge?
emotional intelligence
what are the components of coaching?
focus: behaviors -expectations are set -motivation is key -develops through training, environment, or enhancing performance
what are general duties of first level management?
frame of reference: personnel in a department and functionally related departments -coordination of individuals -direct care operations -short term goals
what are general duties of upper level management?
frame of reference: the organization -vision, values, mission -coordination organization-wide -integration -dealing with the external environment -long-term goals
what are general duties of middle level management?
frame of reference: various clusters of work groups and related work groups -coordination of groups -a variety of operations -relatively short term goals
what is the most common form of sexual harassment?
gener harassment
what is involved in the macro level of marketing?
general population; general needs with many offerings to choose from
what is the general timeline for status of limitations?
generally, 2 years after the incident for filing malpractice claims; determined by each state
what are the strengths of the pressure approach?
goal-oriented; quick
what is the difference between hard and soft requirements for a job?
hard: skill set soft: your attitude
what (in terms of job control and job demands) can cause a "low strain" workplace?
high control with low demands
what (in terms of job control and job demands) can cause an "active" workplace?
high demands and high control
what (in terms of job control and job demands) can cause job strain?
high demands with low control
what is happening during the maturation stage?
high volume and profit with little additonal investment in promotion
what questions does prescriptive analytics answer?
how can we make it happen?
what is herzberg's job design model?
hygiene and motivation hygiene: pain avoidance, lead to dissatisfaction when not addressed motivation: ability to achieve and experience psychological growth, "job enrichment"
what is the goal when in the "handling objections" stage of selling?
identify barriers and respond to only true barriers be certain to listen actively and let them complete their thought or objection; feel, felt, found approach
what is considered a minor event?
incident leading to an increased level of care , first aid treatment, or referral to additional clinicians
why should we support autonomy?
increases job satisfaction and increases employee engagement
what is waste?
incurring unnecessary costs as a result of deficient management practices, systems, or controls
what leadership skill was voted the most important for all management positions?
inspires and motivates others
what is corporate liability?
institution responsibility and accountability for maintaining an environment that ensures quality healthcare delivery for consumers
what is fraud?
intentional deception or misrepresentation that a person makes to gain a benefit to which they are not entitled
what needs to happen if something is high risk?
investigation and documentation (incident report) needs to happen
one of the strongest competencies for communicating powerfully is _____.
involving others
how do S-styles feel about being right?
it doesn't matter; we are in this together
what is the defining characteristic of sexual harassment?
it is *unwanted/unwelcomed*
what does it mean if something has a frequent probability?
it is expected to occur again either immediately or within a short period of time
what is the law of reciprocity?
it is the almost universal belief that people should be paid back for what they do, that one good (or bad) deed deserves another
what is the highest associated cost in terms of PT services?
labor (second is rent)
What is transformational leadership?
leadership that, enabled by a leader's vision and inspiration, exerts significant influence people with this leadership style are true leaders who inspire their teams constantly with a shared vision of the future
what are the weaknesses of the run away approach?
leaves problems unaddressed; risking greater issues in the future
what are the elements to prove?
legal concepts that must be proved for the claim to succeed (ex. duty, breach of duty, causation, damages)
what is the biggest fear of those with a D-style?
loss of control
what is the biggest fear for an I-style?
loss of socialization
what are S-styles biggest fear?
loss of stability
what (in terms of job control and job demands) can cause a passive workplace?
low demands with low control
What is vicarious liability?
makes an employer liable for the torts of the employee
what is market orientation?
marketing efforts should be directed toward creating new customers and retaining existing customers
what is selling orientation?
marketing efforts should be directed towards selling what the organization has to anyone likely to make the purchase
what is an example of a variable cost?
material you need to buy such as therabands and linens
what is the goal of revenue management?
maximize income from operations and investments
what is the goal of human resource management?
maximize the productivity of human resources
what are weaknesses of the pressure approach?
may breed hostility
are men or women most commonly bullies?
men
what level of management spends most of their time problem solving?
middle and senior level
what are strengths of the give in approach?
minimizes injury when we are outmatched; relationships can be maintained
what is the "key to motivation: in the scientific management theory?
money
what are expenses?
monies paid in the investigation, management, or defense of a claim - this may include but not be limited to expert witness fees, court costs, etc.
the goal of expense management is to maximize _____.
net income
what is happening during the introduction stage?
new service is brought to a market; sales are low but expenses are high and there are financial losses
what is considered a minimum event?
no injury, no treatment required
when negotiating, criteria should be ____.
objective
what is our major form of revenue?
patient service revenue (ex. investments, cash based services, payor mix)
what is indemnity?
payment for damages
what is abuse?
payment for items or services that the provider is not entitled to and for which the provider has not intentionally misrepresented facts to obtain payment
are superiors or peers more commonly the ones to sexually assult a worker?
peers
what are the two parties to the suit?
plaintiff and defendant
how is breach of duty determined?
plaintiff must prove that the defendant provided substandard care; *a bad treatment outcome does not necessarily indicate substandard care*
what does it mean if something has an unlikely probability?
possibly will recur - could occur at sometime within 2-5 years
what does it mean if something has a possible probability?
possibly will recur - might occur at some time
what does integrity allow you to do?
predetermine what you will be, regardless of circumstances
what are potential obstacles when creating options for negotiation?
premature judgement, searching for the single answer, assumption of a fixed pie, thinking that solving their problem is their problem
what is the goal when in the "positioning" stage of selling?
present the product/services they need based on the feedback received during the prospecting stage tailor your presentation to focus on what the customer has indicated as their interests; present them with wha they need to hear to refer more patients to you
what are the service marketing mix beyond the 4 Ps?
product price place promotion people process physical evidence
what are social skills?
proficiency in managing relationships and building networks; an ability to find common ground and build rapport hallmarks: -effectiveness in leading change -persuasiveness -expertise in building and leading teams
what is happening during the growth stage?
profits and sales increase rapidly; likely to attract compeititon
what is the anti-kickback statute?
prohibits knowing and willful offer, actual payment of any type of payment to refer an individual for a service or item that might be paid for under a federal health program
what is the physician self-referral law ?
prohibits physician referrals for certain health care services when there is a financial relationship with an entity unless an exception applies
what does the HWB do for employers?
protects conscientious employers from vicarious liability risk
what is involved in active listening?
provide affirmative gestures and body language to indicate you are listening and understanding
what is QAPI?
quality assurance and performance improvement
what is productivity determined by?
relating the cost of resources used (input expense) to the value of outcome produced (output price)
what is the law of substitution?
replacement of one input of production with another input ex.) injection VS conservative care, surgery VS injection
why is communication important?
respect, change in management, negotiation/sales, motivation, effective outcomes/quality of care, patient safety
what is contribution margin?
revenue(s) - expense(s)
What are Hackman and Oldham's job characteristics model?
says that the task itself is key to motivation
what do S-styles value most?
security and harmony
what is duty defined by?
statutory law, case law, or expert testimony
are superiors or peers more commonly the ones to initiate bullying?
superiors
what is a comparative advantage?
the ability for a seller to make the good or service more efficiently than another activity; this can lead to specialization gives the ability for a seller to have less costs in production ex. technology
what is self regulation?
the ability to control or redirect disruptive impulses and moods; the propensity to suspend judgement-to think before acting hallmarks: -trustworthiness and integrity -comfort with ambiguity -openness to change
what is self-awareness?
the ability to recognize and understand you moods, emotions, and drives, as well as their effect on others hallmarks: -self confidence -realistic self assessment -self depricating sense of humor
what is empathy?
the ability to understand the emotional makeup of other people; skill in treating people according to their emotional reactions hallmarks: -expertise in building and retaining talent -cross-cultural sensitivity -service to clients and customers
what is the 80/20 rule in interviewing?
the candidate should do 80% of the talking
What is power?
the capacity to influence others by control over valued resources
what is a marginal cost?
the cost of producing one more unit of a good; we measure marginal cost via unit of service (UOS) such as CPT codes
what are economic costs?
the gains and losses of production of any goods (ex. travel time)
What is microeconomics?
the part of economics concerned with single factors and the effects of individual decisions on individual industries.
what is strategic planning?
the process by which an organization meets its goals; a tool by which leaders in organizations used to meet obligations
what is managing up?
the process of consciously working with your boss to obtain the best possible results for you, your boss, and your organization *this is not political maneuvering or kissing up* but is rather a deliberate effort to bring understanding and cooperation to a relationship between individuals who often have different perspectives
What is influence?
the process of persuading others to do something
in terms of the 20-50-30 rule, who should we target first?
the resisters (30%)
what does strategic analytics provide?
the right information at the right time to enable leaders to make informed business decisions (fact based rather than "gut" based)
what is marketing?
the science of meeting the needs/wants of a customer by providing valuable products to customers by utilizing the expertise of the organization and. at the same time, achieving organizational goals; consists of the strategies and tactics used to identify, create, and maintain satisfying relationships with customers that result in value for both the customer and the marketer
what is duty commonly evaluated by?
the standard of care
what are macroeconomics?
the study of economy-wide phenomena, including inflation, unemployment, and economic growth; the national economy influences QOL through macroeconomic policies *influenced by regulation*
who do bullies target?
the weak, new, different
What are behavioral theories of leadership?
theories proposing that specific behaviors differentiate leaders from non-leaders "what does a good leader *do*" Ex. autocratic, democratic, laissez faire, human relations
What are trait theories of leadership?
theories that consider personal qualities and characteristics (personality, social traits, physical traits, intellectual traits) that differentiate leaders from non-leaders "What *type* of person makes a good leader?"
What is the ADKAR model of change?
there are 5 outcomes of change: Awareness Desire Knowledge Ability Reinforcement
what are Adams' equity theories?
there should be a fair balance between inputs and outcomes in a job
how do C-styles handle risk?
they are OK with it after analysis
how do I-styles feel about risk?
they are all about adventure and are looking for a story to tell in the future
how do S-styles act when listening?
they are listening for emotions
how do C-styles act under pressure?
they are overly cautious, critical, and internalize stress
how do S-styles feel about risk?
they are very supportive of others taking risk but it is not in their nature
how do I-styles handle listening?
they are waiting to interject
how do those with a D-style feel about risk?
they enjoy it; the bigger the risk the bigger the reward
how do C-styles feel in terms of self worth?
they feel they are accurate and are proud of the work product they provide
how do C-styles handle conflict?
they fight if they are right and if the facts support it
how do C-styles feel about being right?
they have the data
how do S-styles act under pressure?
they keep it in or are stubborn too willing or resistant
what do those with a D-style feel about being right?
they know they are right/confident
how do I-styles act in terms of self worth?
they like attention
what is the APTAs position on productivity?
they say that it should balance the PTs clinical judgement, evidence based practice, ethical considerations, the patient experience, and patient outcomes, while also considering the economics of care delivery models and improvement of the provider's work experience.
how do C-styles handle listening?
they tune into the facts
how do S-styles feel about self worth?
they want to provide service for others and contribute to the cause
What does quid pro quo mean?
this for that (in terms of sexual harassment it the conditioning of concrete employment benefits on sexual favors )
leading yourself well requires that you manage yourself well in which key areas?
time, priorities, energy, thinking, words, personal life, and emotions
what are weaknesses of the team up approach?
time-consuming and energy-consuming
what is the goal when in the "opening" stage of selling?
to introduce yourself, develop an initial relationship, and quickly evaluate personality and the communication type of the person/group you are speaking to
what makes up average cost?
total cost/volume
what is the home rule?
treat others as they need to be treated
(t/f) the majority of bullying is same gendered?
true
what does it mean if something has a rare probability?
unlikely to recur - may occur only in exceptional circumstances (may happen every 5 to 30 years)
In a typical economic market, the price a buyer is willing to pay is determined by ____.
value
what questions does descriptive analytics answer?
what happened?
what 3 steps should you keep in mind when conducting an RCA?
what happened? (identify event, preliminary data collection, create a timeline, interview staff) why did it happen? (identify contributing factors, identify root causes) what will prevent it from happening again? (implement action plan measure progress)
how is self-worth described for those with a D-style?
what they deliver; personal accomplishments; being respected
what questions does predictive analytics answer?
what will happen?
What is horizontal integration?
when an organization offering current services to new groups of customers
What is vertical integration?
when an organization offers new services
what is the common knowledge exception?
when the subject matter in dispute is so simple and the breach of duty so obvious that a layperson can understand, expert testimony is not required (ex. burning a patient with a hot pack)
what questions does diagnostic analytics answer?
why did it happen?
what does it mean if something has a likely probability?
will probably occur in most circumstances
leaders who were good at creating change were also perceived as _____ and _____.
willing to take risks AND challenging the status quo
are men or women most commonly targets of bullies?
women
when women are bullies who are most often the target?
women (65% of the time)
how do S-styles handle conflict?
would rather avoid it; will stand up for others
What are torts?
wrongful acts that do not involve contracts
What is the 80/20 rule?
you should spend your time on the top 20% in order to get 80% of the end result
what are some examples of benefits of optimized productivity?
• Optimized productivity involves not just patient and client care and services but also quality of life for clinicians and institutional reward that is the clinic's financial engine. Benefits include: • Better patient safety. • Quality of care through established (or to be developed), effective, standardized, and enhanced quality measures. • Improved patient-reported outcomes and functional outcomes. • Higher patient satisfaction and better customer experience. • Higher clinician satisfaction. • Improved recruitment and retention for all team members. • Standardization in choosing the right mode of delivery for interventions, such as in person versus virtually. • Optimized finances with aligned incentives. • Evidence-based training and data to advance clinicians' practice skills. • Leading industry-changing studies and programs that can enhance visibility and efficacy — in reducing costs, increasing value, and, most of all, creating better outcomes for every patient and client
what is an example of the give in approach?
"I know I'm right and you're wrong... but I don't know what to do, or it's too much bother, or who really cares, or you're too strong, so I'll just agree with you and move on"
what is an example of the team up approach of conflict management?
"I know I'm right, but maybe you're right too... perhaps we can listen to each other and try to see each other's perspective; try to walk in each other's shoes"
what are some examples of opening questions when selling?
"are you familiar with us?" "can you tell me a little bit more about your practice/business/yourself?"
what is the equation for a break even analysis?
( fixed costs / (price - variable cost per UOS))
what is the formula for productivity?
(total billed hours/total worked hours) x 100
how do we navigate a low performer?
*DESK* D: describe what has been observed E: explain the impact of behavior (specific) S: show (or tell) what needs to be done K: know the consequence of continued poor performance -schedule follow up conversation within the improvement timeframe
what is a direct cost?
*directly tied* to the good or service delivery (ex. salaries)
what is considered a serious/sentinel event?
-An event that results in an unexpected patient death, unrelated to natural causes. -death of a staff members -hospitalization of 3 or more staff -complete loss of service
what are some examples of improper coding and billing?
-Billing for services not provided -Billing for services that are not medically necessary -Billing for services provided by aides -Billing for services provided by PTAs not properly supervised
what can get your PT license suspended/revoked?
-Committed repeated acts of negligence or incompetence in practice of PT -Habitually indulge in use of narcotics, drugs, or alcohol -Found guilty of unprofessional conduct; Defined as acceptable and prevailing PT practice, including recognized standards of ethics -Had license/certificate disciplined or revoked in another state -Charge for services not performed -Practicing out of scope -Not meeting continuing ed requirements -Not supervising PTAs appropriately -Not maintaining adequate patient records -Convicted of a felony or crime of moral turpitude
what are common pitfalls of strategic planning?
-Failing to involve the appropriate people -Conducting strategic planning independent of financial planning -Falling prey to analysis paralysis -Not address the critical issues -Failing to achieve consensus -Ignoring resistance to change -Ineffectively transitioning from planning to execution -The rigid use of templates can lead a team to be more focused on corporate requirements than on doing the hard thinking about how they plan to grow their business
In the bureaucratic stage, what does coordination means include?
-Large management structure -Large divisions of labor -Distinct operating departments divided by specialization -Heavy reliance on work standardization -Sometimes additional divisions of the organization
what does fraud, waste, and abuse result in?
-Overutilization of services -Increased costs for payers -Corruption of medical decision making -Unfair competition -Harm to patient
what is the false claims act?
-Prohibits the knowing submission of false claims or the use of a false record or statement for payment to Medicare or Medicaid -Monetary penalties of between $5,500 and $11,000 per claim, plus 3 times the damages sustained by the government -License sanctions and exclusion from federal program
What is the divisional stage of organizational growth?
-an organization becomes segmented into divisions *based on geography, services, or other distinctive characteristics*. -control of the organization may be centralized, or it may be localized within a division
what are ways that we can support autonomy?
-asking for the employees perspective -giving meaningful feedback -providing choices -encouraging stretch assignments
what is the matrix stage of organizational growth?
-blends the traditional bureaucratic and product line structures -efficiency through standardization and mutual accommodation and less reliance on supervision -independent department managers and program managers coordinate the staff involved in delivering services incorporated in the program -each professional on the team has dotted line responsibility to others on the team
what are two methods of accouting?
-cash basis method -accrual basis method
what are the most successful formal responses to IPSB according to Cambier?
-chaperone future visits -transfer care to another provider -behavioral contract
what are 3 types of pricing approaches?
-cost based pricing -competition based pricing -demand based pricing
how do I-styles hand conflict?
-embrace it (for others) -all about justice and fairness
what are 3 common causes of performance problems?
-employee ability -inadequate support -inadequate effort
what are the 3 types of sexual hrassment?
-gender harassment -unwanted sexual attention -sexual coercion
what happens in the planning stage of negotiation?
-generating ideas and deciding what to do -generating additional options and additional criteria for deciding among them
what are economic damages?
-loss of wages or profits (past and future) -medical expenses (past and future) -other economic losses (travel, telephone)
what is the goal of the compromise approach?
-meet in the middle -can be useful in complex situations when there is no simple solution -often leaves both parties so unsatisfied that resentment may start to build
what are problems that medicare has identified with therapy documentation?
-missing or incomplete POC -missing physician signature and dates -missing total time for procedures and modalities -missing certification and recertification of plan of care
what is causation?
-must prove that the breach of contract was the legal cause of the alleged damages -use the "but for" test -strongest resource of evidence is patient record
what are common mistakes in negotiation?
-neglecting the other side's problem -letting price bulldoze other interests -letting positions drive out interests -searching too hard for common ground -neglecting BANTA (best alternative to a negotiated agreement) -failing to correct for skewed vision
what can one FTE represent?
-one full time employee -2 part time employees (50% each) -4 part time employees (25% each)
what are noneconomic damages?
-pain and suffering -loss of enjoyment of life, consortium -disfigurement, mental anguish
what are observable C-style behaviors?
-precise, consice -follows rules, formal -logical, careful -curious
what does the QAPI program consist of?
-reflects on the complexity of an agency and its services -focuses on indicators related to improved outcomes, including hospital admissions and re-admissions -takes actions that address the performance across the spectrum of care, including the prevention and reduction of medical errors -the agency must maintain documentary evidence of its QAPI program and be able to demonstrate its operation to CMS
