CH 23

3rd leading cause of death in US

medical errors

Which is the best statement about how information is gathered when conducting a utilization review UR)? a. Study of patient records and bills b. Interviews with health care providers c. Interviews with patients d. Observations of health care professionals at work

. Study of patient records and bills

A Johns Hopkins study reported that as many as _______ patients die annually as a result of medical errors.

250,000

Hospital A with high success of patient outcomes is providing higher quality of care than Hospital B that has lower patient outcomes. a. True b. False

False Must take into account patient demographics

American Hospital Association (AHA) adopted Patient Bill of Rights which was renamed

Patient Care Partnership

Which of the following statements best describes "quality of care"? a. Degree to which services meet professional standards and are valued by the customer b. Cost of care and services compared with other facilities c. Patient outcomes in terms of recovery from illness or injury d. Patient satisfaction with their care

a. Degree to which services meet professional standards and are valued by the customer

Which of the following statements is NOT true about The Joint Commission? a. It provides certification for individual health care professionals. b. Its mission is to improve patient safety. c. It is a not-for-profit organization. d. It accredits thousands of health care organizations.

a. It provides certification for individual health care professionals.

Which of the following is a service provided by the Agency for Healthcare Research and Quality (AHRQ)? a. Providing information and tools to use in evaluating quality of care b. Accrediting health care facilities c. Helping patients find appropriate health care d. Approving insurance reimbursements

a. Providing information and tools to use in evaluating quality of care

Which of the following phrases would be appropriate to express empathy to an upset patient? a. its very frustrating to have to wait so long b. would you like to register a complaint with a supervisor? c. tell me about whats upsetting you d. have a seat and i will take care of you shortly

a. its very frustrating to have to wait so long

A patient's satisfaction with a health care facility takes place a. when she receives instructions about self-care. b. when she meets the physician. c. with the first phone call to make an appointment. d. all of the above

all the above

If a health care facility wants to receive reimbursement for services provided to Medicare patients, it must a. hire only approved health care professionals. b. have a quality assessment performance improvement program. c. accept all patients, whether or not they have insurance. d. charge low costs for all their services.

b. have a quality assessment performance improvement program.

when is it inappropriate to respond to a person by matching their communication level? a. if person is quiet and withdrawn b. if a person is upset and agitated c. if person refuses to make eye contact d. never- its always appropriate to respond by matching a persons level

b. if a person is upset and agitated

The purpose of The Joint Commission is to a. reduce the cost of health care. b. improve patient safety. c. certify health care professionals. d. provide low-cost care.

b. improve patient safety.

Under what circumstances should you defer to a supervisor? a. in emergency only b. in any situation where a patient becomes angry or agitated c. none, you will not gain knowledge or experience by deferring to a supervisor d. in a situation where you are qualified to address a problem, but are too busy to get involved

b. in any situation where a patient becomes angry or agitated

Which of the following is an example of constructive criticism? a. "I'm just not sure you're really up to this job." b. "Your paperwork is a mess and causing problems for your coworkers." c. "You seem to have difficulty staying organized. Here are some suggestions ..." d. "Why can't you understand how important it is to fill out forms properly!"

c. "You seem to have difficulty staying organized. Here are some suggestions ..."

What of the following is a true statement about health care in the United States? a. It has the highest life expectancy of any developed country. b. Infant mortality is very low. c. It spends more on health care than any other country. d. Patient satisfaction is the highest of any country.

c. It spends more on health care than any other country

One of the 12 rights on the American Hospital Association's Patient's Bill of Rights states that patients have the right to make decisions about a. which physicians will treat them in the hospital. b. the nursing care they will receive. c. their care plan. d. how much they will pay for health care services.

c. their care plan.

Which of the following would be the best response if you are confused about a criticism you received? a. Ask the person if he or she has noted the same problem in others. b. State you will check with others to see if they agree. c. Ignore the criticism as invalid. d. Ask for specific examples.

d. Ask for specific examples.

which of the following is an inappropriate response to give a patient? a. telling the patient if you dont know how to resolve the problem or you may need to check with someone else to find out an answer b. telling the person you are sorry about their situation c. making an empathetic statement d. Getting patient to agree their overreacting

d. Getting patient to agree their overreacting

As a health care professional, being an advocate for patients means that you _____. a. prevent medication errors b. communicate well with patients c. provide the best care possible d. draw attention to unresolved problems

d. draw attention to unresolved problems

The Centers for Medicare and Medicaid (CMS) require health care contractors to a. provide a range of services from emergency care to rehabilitation. b. provide low-cost medical services. c. care for only older adults and low-income adults and children. d. establish a quality assessment and performance improvement program.

d. establish a quality assessment and performance improvement program.

What are measured by patient outcomes when they are used as a criterion for measuring quality of care? a. patient satisfaction b. cost of care c. accessibility of care d. how patients recover

d. how patients recover

A goal in health care of 100% correct care with no errors is not realistic. a. True b. False

false

A utilization review for a facility must be conducted by a public agency. a. True b. False

false

Most medications are not harmful if too much is taken. a. True b. False

false

Health care professionals should mainly focus on what they can do to best meet the needs of the organization in which they work. a. True b. False

false Best meet needs of patients & coworkers along with organization

Reducing medical errors is the responsibility of physicians. a. True b. False

false all healthcare professionals

When conducting internal monitoring, the focus should be on inpatient services. a. True b. False

false all services should be reviewed

Patients are most often treated by providers with whom they have a long-term relationship. a. True b. False

false concept of the past

It is usually true that providing more care will increase its quality. a. True b. False

false quality over quantity

When patients evaluate the service they received, it is the outcome that is most important. a. True b. False

false the entire experience is most important

Patient __________ are how well the patients recover or manage their ailments.

outcomes

An example of conducting a utilization review is to compare the statistics associated with a problem to industry

standards

external customers

those who come to the health care provider for services

internal customers

those who work in the health care industry

A few common medications, such as aspirin, cause most adverse drug events. a. True b. False

true

Dissatisfied customers tell many more people about their experience than satisfied customers. a. True b. False

true

Providing care with 100% correct care with no errors is the goal of health care. a. True b. False

true

The members of the Partnership for Patients include physicians and patients a. True b. False

true

There are many variables to be considered when comparing the outcomes of different patients. a. True b. False

true

The process in which the necessity, appropriateness, and efficiency of health care services, procedures, and facilities is evaluated is called a

utilization review

When working with unhappy customers the final step is to

verify satisfaction