HCAD 302 Final
Community relations
"_____________" encompasses the various methods and approaches an organization uses to establish and maintain a mutually beneficial relationship with the community in which it operates.
Place, Product, Price, and Promotion
4 P's of marketing
sustaining
A health services executive must communicate effectively through a variety of information-sharing tools to bring the entire organization along with developing, implementing, and ______ changes and solutions.
eligible for pretax statements, taxable benefits, paid out as taxable wages - ALL OF THE ABOVE
A section 125 cafeteria plan enables an employer to allow a staff to select a combination of benefits that best suits her or her family's needs from a list of available benefits, providing him or her self with the same amount of money as other employees to purchase benefits that are
1,000 hours
Accreditation by NAB of an academic program in long-term care administration requires an objective external assessment of an academic program's curriculum-including an experiential learning component (internship) of at least _____ (faculty qualifications, staffing and other resources, institutional and provider community support, graduation rate and student performance on the licensure exam).
align his/her aspirations and interests with opportunities available within the organization
An employee's PDP should ideally
Underestimated
As part of the change process, the value of the timing—concerning when to share how much information with employees—cannot be
Intellectual Stimulation
Behavior a leader engages in to make followers be aware of problems and view these problems in new ways, consistent with the leader's vision
leadership behaviors primarily learned over time with experience
Behavioral theories focus on what?
Broadly
Big Q thinks how?
"Hedgehog Concept"
Business writer and leadership analyst, Jim Collins, coined a term to describe an organization's process for developing its vision around becoming the very best in its class at a service or product, popularly known as the
Certification
Certification OR certificate, which is typically awarded by a nongovernmental organization, instead by ACHCA or other org
proficiency or mastery
Competence should not be confused with ______ or ______
Home and Community Based Services (HCBS)
Considered as the fastest-growing segment of post-acute care continuum
see the forest through the trees
Critical thinking allows you to what?
- Defects - overproduction - waiting - non-utilized talent - transportation - inventory - motion - extra-processing
DOWNTIME letters
transparency
Effectively establishing and building a workplace culture that fosters professional and personal growth, engagement, fulfillment and favorable outcomes for the organization and for those served by it takes a leader who consistently demonstrates vision, empathy and compassion, discernment, integrity, ___________, and stamina.
- customer satisfaction - turnover or retention - net operating margin
Examples of lag measures
- call light response time - weekly follow-up visits with new employee - daily occupancy level
Examples of lead measure
not doing and should consider starting?
Four strategic questions that leadership should address as part of a SWOT evaluation are (1) What is currently working and can improve? (2) What is not working and needs attention? (3) What is not working and should perhaps be discontinued? and (4) What are we...
External marketing
Getting and keeping you name visible in the community
short and long term
Goals can be what?
Expedition
HSE leadership is not an event it is an _________
Routine Home Care
Hospice care has four levels of care with the most common being?
5 domains
How many NAB domains are there?
meeting, minimum
In healthcare and senior living, professional competence generally refers to ________ established _______ standards of knowledge and skills to practice in a specific discipline.
State
In healthcare, the most common jurisdiction for enforcing adherence to professional standards is _______ boards of licensure.
parsing
In screen employment applications, ranking each resume by extend to which it aligns with the position specifications is called
Check
In the Deming PDCA performance improvement cycle, the step that involves gathering data about the change attempted is labeled
Proactive approach
In the past decade, how has the approach of senior care changed?
Cyclical
In what nature does change happen?
Dashboards
Information management tool that visually tracks, analyses, and displays performance indicators
Focused Visionary
Is the practice of setting a clear future for the organization and is connected to the planning function
Muda
Japanese word for waste
Availability
Key element of transparency is what?
Leadership
Leadership OR Management, which describes traits and behaviors of people whom we admire because of their ability to bring people together
developement
Leadership is focused on what?
organizational success rather than their own
Level 5 leaders focus on what?
narrowly
Little q thinks how?
implementation of tactics and operational actions
Management is focused on what?
selling
Marketing is the process or technique of researching, promoting, _______, and distributing a product or service.
Proactive process
Marketing should be what type of process?
internal and external
Marketing should have what kind of focus?
keep score
McChesney, Huling, and Covey included in their "The 4 Disciplines of Execution" that an effective leader identifies the most important goals, establishes lead measures for determining success, clearly assigns responsibility, and _____ on a regular basis.
Intentional direction
Moving from point A to B requires what?
customer care, support, and services
NAB calls the domain that involves knowledge and skills about planning, developing, implementing, monitoring, and evaluating all services based on care recipient preferences and assessed needs, as well as compliance with applicable federal and state rules and regulations,
External
Opportunities and threats are internal OR external?
Secret shoppers
Organizations can do external research by using what?
Yours to lose
People's trust is generally yours to what?
Quality Assurance and Performance Improvement
QAPI stands for?
6 to 12
Research groups generally have how many participants?
10%
Senior care absence rate
Competent
Senior consumers typically want to receive care from personnel who are respectful, friendly, available, and __________.
Knack
Simply the art of doing things with ease?
All of these listed - actually make - heavily influence - legally control
Someone other than the consumer of a senior living service may _______ the decision to select a provider.
committees
Staff and management grow wearing of too many what?
Internal
Strengths and weaknesses are internal OR external?
Beginning Management
Technical skills are most important during which season of management?
ANY of the following family member or attorney. medical or social services professional. clergy, friend, or neighbor.
The "end-user" of senior living service lines commonly relies on other people for assistance or advice in exploring options, selecting a provider, and evaluating service quality, such as a
Governing body
The CMS requires certified senior living providers to have what?
PDCA
The Deming cycle is also known as what?
PDSA
The Deming model was later referred to as what?
There is no one best leadership style
The Fielder's contingency theory says what?
Dietitcian
The IDT's core membership for a skilled nursing and nursing facility, in-patient rehabilitation facility, and home health agency services typically includes a physician, nurse, social worker, therapist, and ________
Leadership
The Kotter approach says that leadership OR management seeks to produce organizational change
Management
The Kotter approach says that leadership OR management seeks to produce predicability and order
Five Whys
The _______ process is a simple problem-solving technique that can prove useful in conducting a root-cause analysis by repeatedly questioning what caused the issue.
Critical Thinking
The ability to think reflectively and independently in order to make a sound decision
Postacute care
The emphasis of senior care is generally what?
Curing
The health systems primary objective is what?
share information and best practices
The impetus for forming the National Association of Long-Term Care Administrator Boards (NAB) in 1971 was the need for NHA licensure boards to
slimmer
The margin for error in maintaining optimal operations has become ____?
Branding
The marketing practice of creating a name, symbol, or design that identifies and differentiates a product or service from others is called
Six sigma and lean
The method that provides organization tools to improve the capability of their business processes
state boards of licensure
The most common jurisdiction for enforcing healthcare standards
personal time and attention by one's supervisor.
The most important motivational aspect of work for most people is
Marketing
The process or technique of researching, promoting, selling, and distributing a product or service
Individual consideration
The quality of a leader as a coach and advisor to the others
Geriatric
The subspecialty of physical therapy with a focus on the unique movement needs and capabilities of older adults is known as __________ physical therapy
Branding
The unique name and image for a product in the consumer's mind
15,000
There are approximately ______ skilled nursing facilities in the US?
5 factors
There are how many factors in creating a vision?
Long-range
This concept is associated with longer term view of the plan (3-5 years)
Strategic
This is the broader more inclusive view of planning over a period of year(s)
Top-down
This type of flow revolves around competence and leaders trusting their coworkers to have the proper skill set and intelligence to adapt to new change
Bottom-up trust
This type of trust is based on the workers' perceptions of the manager's or organizations' integrity and ability to perform well
Shelter, nutrition and water, community
Three aspects of comfort
- 65 + - diagnosed with end-stage renal disease - declared permanently disabled
To qualify for Medicare, one must be
Presence and engagement
Two characteristics of attendance
1-2 years
Typically, how common do you need to continue education?
Followership
Understanding and performing roles needed to achieve the goal
Fishbone diagram
Uses cause-and-effect brainstorming to identify possible causes of a problem by sorting out different categories
Lean management
What approach works to maximize customer value while minimizing waste
Care and service, people (HR), and money (finances)
What are the three parts of the triple bottom line?
Unfreezing, moving, and refreezing
What are the three steps of Lewin's change model?
Safety and Security
What are the two most common reasons people leave their homes and move to senior care facilities?
Personal time and attention
What are the two most rewarding and motivational items for employees?
Root cause analysis
What can be done to get to the core issue or problem?
Mission
What defines the purpose of the organization?
Vision
What describes the desired future state of the organization?
Plan, do check, act
What does PDCA stand for?
specific, measurable, attainable, realistic, timely
What does SMART stand for?
Strength, weaknesses, opportunities, and threats
What does SWOT stand for?
Older American Act
What established the Administration on Aging and Medicare and Medicaid were added to the social security act?
task forces
What is a much better approach to committees?
The Five Whys
What is a simple problem-solving technique that helps to get to the root of a problem quickly?
Operational
What is focused on the annual operationalization or deployment of the plan
Integration
What is in the middle of the baldrige model?
Leadership
What is on the left-most side of the baldrige model?
results
What is on the right-most side of the baldrige model?
increase performance, and decrease process variation
What is the goal of six sigma
an understanding of what you can be the best at and focus on that?
What is the hedgehog concept?
Generally 2 weeks
What is the sale cycle length in senior care
DECIDE model
What model is a six-step problem-solving approach?
Lewin's Three-Step Model
What model provides a good overall context for how organizational change happens?
Drain the moat
What should you do around your office?
Level 5 Leader
What type of leadership is a combination of both professional will and personal humility?
Flat Organizational Structure
What type of organizational structure is typically in senior care?
Camaraderie, peer motivation
What was found to be the most motiving factor to go the "extra mile?"
Idaho
What was the first state to create a comparable, national set of state-administered licensing standards?
Inspirational Motivation
When the leader behaves in ways that foster an enthusiasm for and commitment to a shared vision of the future
Baldrige model
Which model is used for the American Health Care Association's quality award program?
How the challenge relates to the organization's mission.
Which of the following considerations would likely be the most compelling for someone to accept an invitation to serve on a problem-solving team?
Baldride program
Which program is the nation's public-private partnership dedicated to performance excellence
Skilled nursing facility
Which senior living service line generally has the shortest sales cycle?
Conceptual skills
Which type of skills are necessary during senior management?
Relational skills
Which type of skills become important during middle management
Kaplan and Norton
Who created the balanced scorecard
Change
_____ is requires to make progress within an organization
Receiving
_______ Is the term applied to describe the procedures surrounding where to physically accept delivery of goods that were ordered, stocking the inventory, verifying that the invoice matches the packing sheet with respect to units delivered and product specifications, and that price charged reflect the current contract
Leadership, management
________ is typically more focused on the development of strategic goals and ________ is generally more involved with the execution of tactics and operational actions.
Credentialing
__________ protects the public's interest by establishing professional standards of practice on which people can rely in selecting a service provider.
Environmental scanning
_______________ is a process that systematically surveys and interprets relevant data to identify external opportunities and threats by gathering information about the external world, its competitors, and itself.
Change
change OR innovation is more about a process or system
Innovation
change OR innovation is more associated with a new idea or approach
Environmental scanning
collection and interpretation of information about forces, events, and relationships in the external environment that may affect the future of the organization or the implementation of the marketing plan
A board of licensure for nursing home administrators
in 1971, the federal government mandated each state create what?
Internal marketing
involves leveraging and utilizing the key information assets within your organization and aligning you mission and vision with your brand
Supporting change
is the practice of encouraging growth and innovation at both an organizational and individual level and has a strong influence on operations of an organization
Total Quality Management
managing the entire organization so that it excels on all dimensions of products and services that are important to the customer
Emotional intelligence
the ability to perceive, understand, manage, and use emotions
less than 1 week
the average length of a hospital stay?
Effective Communication
the exchange of information so there is common understanding by all participants
reactive
the field of senior care has a pattern of being _____
Idealized influence
to instill pride, respect, and trust within employees
Earned, not declared
trust is generally what?
Values
underlying principles the organization embraces are called what?
critical success factors
what are CSFs?