Sayles Check your understanding (Chapter 17-21)

Sentinel event (describes an occurrence with an undesirable outcome usually happening only once. The occurrence, however, points to serious issues involved in care processes that must be resolved in order not to suffer the occurrence again.)

A woman dies in labor and delivery. The Joint Commission would call this type of outcome a(n): A.Sentinel event B.Clinical protocol C.Screening criteria D.Occurrence screen

Group dynamic

Accountability of team members is an example of which of the following? A.Team charter B.Group dynamic C.Group think D.Team norm

Employee relations

Actions of management to develop and improve employee relationships through communication and fair handling of disputes are at the heart of which of the following? A.Employee relations B.The disciplinary process. C. Handling grievances D.Employee engagement

Americans with Disabilities Act of 1990

An employer should offer reasonable accommodation, such as by modifying office equipment, to an applicant or employee based on impairment is a provision of the: A.Genetic Nondiscrimination Act of 2008 B.Occupational Safety and Health Act of 1970 C.Civil Rights Act of 1991 D.Americans with Disabilities Act of 1990

Structured (Structure indicators measure the attributes of the healthcare setting, such as number and qualifications of the staff, adequacy of equipment and facilities, and adequacy of organizational policies and procedures.) (Other Quality indicators: Process indicators measure steps in a process and tasks people or devices do, from conducting appropriate tests, to making a diagnosis, to carrying out a treatment. Outcome indicators measure the actual results of care for patients and populations, including patient and family satisfaction (Donabedian 1988).

Fifty percent of the HIM staff has a nationally recognized credential. This is an example of which type of indicator? A.Outcome B.Process C.Structured D.Internal

Storming (Tuckman's model forming-putting the team together storming-phase when personalities clash as each team members are trying to find what their role is on the team and attempting to establish their relative position in the team dynamics. norming-phase where conflicts are reduced, everyone knows their positions and responsibilities, and actual work to achieve the goals and objectives can begin performing-actual results are obtained as the team is productive and reaches its final outcomes and deliverables.)

Group members trying to find their role within the team is part of which stage of Tuckman's model? A.Forming B.Storming C.Conforming D.Performing

Job description

The statement of duties responsibilities required of a job would be found in which of the following? A.Job summary B.Job description C.Job specifications D.Job interview

Special-cause variation

The type of variation caused by factors outside a system is a(n): A.Input or output B.Processes C.Common-cause variation D.Special-cause variation

Protected class (Identified groups, such as racial minorities and women, that are protected by law based on past employment discrimination)

Title VII of the Civil Rights Act of 1964 prohibits discrimination in employment based on an individual's membership in which of the following? A.Disparate group B.Professional association C.Union D.Protected class

false (Clinical practice guidelines are developed to standardize clinical decision making.)

True or False: Accreditation standards were developed to standardize clinical decision making.

false

True or False: The Conditions of Participation are used to monitor hospitals and other healthcare organizations when becoming licensed by the state.

true

True or False: The mission of AHRQ (Agency for Healthcare Research and Quality) is to improve quality, safety, efficiency, and effectiveness for all Americans.

true

True or false: A checksheet is used to record and complete observations of occurrences.

true

True or false: Active listening allows a group member to listen and participate in the proceedings.

False (allows the team to organize similar ideas into logical groupings. Write ideas generated in a brainstorming session on sticky notes. Without talking to each other, each team member reviews the ideas on the notes and places each in natural groupings that seem related or connected to each other.)

True or false: Affinity grouping helps to determine what issue is the most important.

true

True or false: An employee signs an authorization card to indicate interest in having a union represent him.

true

True or false: An outcome indicator measures results of care provided to the patient.

true

True or false: Brainstorming tries to identify a large number of ideas in a short amount of time.

false

True or false: By law, supervisors are included in the employee union bargaining unit.

false

True or false: Change is the same as transition.

true

True or false: Critical thinking implies that human beings prefer to do things that have the most meaning for them.

false

True or false: Effective communication is the responsibility of administration only.

true

True or false: Establishing ground rules and identifying customers and their requirements are part of team-based PI processes.

true

True or false: Grievance prevention strategies include having fair performance appraisal and disciplinary processes.

true (4 Common Components: First, leaders serve as a role model to the group, referred to as idealized influence II. Second, leaders have the ability to inspire and motivate their followers, also known as inspirational motivation IM. Third, leaders demonstrate individualized consideration IC, or a genuine concern for the needs and feelings of their followers. Finally, leaders challenge their followers to be innovative and creative, referred to as intellectual stimulation IS.)

True or false: Intellectual stimulation is a common component of transformational leadership.

true (This style reflects a leader who holds a title and responsibility but is strictly hands-off and has everyone else perform the work. This style is commonly associated with negative outcomes though it can be highly effective if the group members are already highly accomplished and motivated. )

True or false: Laissez-faire leadership is also known as delegative leadership.

true

True or false: PI is something that is done continuously.

false (Performance monitoring is data driven. The key to successful monitoring is the appropriate analysis, display, and application of measurement data.)

True or false: Performance monitoring is outcomes driven.

Ishikawa diagram

Which of the following is a tool designed to find the root cause of a problem? A.Brainstorming B.Ishikawa diagram C.Nominal group technique D.Transitional modeling

mission statement

(Chapter 19) Written statement that sets forth the core purpose and philosophies of an organization

policies

Principle that describes how a department or an organization will handle a specific situation or execute a specific process

true

True or false: Goals should be measurable.

Behavioral

"Describe a situation in the past where there was team conflict and how you handled it" would be an example of which type of interview question? A.Open-ended B.Behavioral C.Situational D.Knowledge

a job analysis

(20.3) Information in ___________ can be used as the basis for development of a job description. A.a job interview B.an employee performance appraisal C.job specifications D.a job analysis

Customers

(Chapter18) 1.The focus of PI should be on which of the following? A.Interpersonal skills B.Customers C.Financial stability of the organization D.Employees

Human capital

(Chapter20) Which of the following refers to the people asset of an organization, the sum of the knowledge, skills, and abilities of its workforce? A.Labor B.Management C.Human capital D.Employees

Evaluate whether or not a healthcare facility is meeting standards for accreditation and licensing

(Quality Improvement Organization) QIOs use peer review, data analysis, and other tools to: A.Evaluate whether or not a healthcare facility is meeting standards for accreditation and licensing B.Calculate reimbursement C.Penalize healthcare organizations D.Identify areas that need improvement

National Labor Relations

20.2 The ___________ Act formed the National Labor Relations Board (NLRB) as the federal agency to enforce labor law. A.National Labor Relations B.Taft-Hartley C.Equal Opportunity Employment D.Fair Labor Standards

true

20.4 True or false: Some turnover is good for an organization.

vision statement

A description of an organization's future

values statement

A description that communicates an organization's social and cultural belief system

procedure

A document that describes the steps involved in performing a specific function

Disengage and then leave an organization

A mismatch between the job and the individual and feelings of being devalued or treated unfairly are among reasons why employees: A.Disengage and then leave an organization B.File a grievance C.Are disciplined without punishment D.Are dismissed

Complete an incident report

A patient fell out of the bed. What should be done? A.Case management B.Conduct a continued stay utilization review C.Perform claims management functions D.Complete an incident report

Patient representative or advocate (sometimes called an ombudsperson) (responds personally to complaints from patients and their families. Often, patients and their families are looking for nothing more than an explanation of an adverse occurrence or an apology for a mistake or misunderstanding. Patient representatives are able to handle minor complaints and to seek remedies on behalf of patients. )

A patient is dissatisfied with his or her care. Who should the patient contact at the hospital? A.Utilization review coordinator B.Risk manager C.Patient representative or advocate D.Discharge planner

Contingency (Leadership is based on the situation and context)

A person may be a leader in one situation but not in another is the basis of what leadership theory? A.Trait B.Behavioral C.Contingency D.Power and influence

Rebuilding phase

Bridge's model of managing change indicates that there will be a negative impact on the organization in all but one of the change phases. Which phase shows a positive impact through the entire stage? A.Change phase B.Disruption phase C.Exploration phase D.Rebuilding phase

Country club (Others are impoverished management IM where a leader has a low concern for people and a low concern for production. The authoritarian A leadership style reflects a very low concern for people and a very high concern for production. The team leader TL style has a very high concern for people and also a very high concern for production. Finally, the middle of the road MR leadership style produces medium results with a medium concern for both people and production)

In Blake and Mouton's leadership grid, which leadership style reflects a high concern for people but a low concern for productivity? A.Country club B.Middle of the road C.Team leader D.Authoritarian

Expenses

Which of the following are amounts charged as costs by an organization to the current year's activities of operation? A.Budgets B.Accrual accounting C.Revenue D.Expenses

Consensus-oriented decision making (presents a seven-step progression that allows groups the flexibility to come to a consensus by approaching important topics with open discussion rather than presenting a preformulated proposal; gathering a list of all the needs and concerns expressed by the group to form a list of conditions for possible proposals to address; taking turns in a unified attempt to shape each idea into the best possible proposal before choosing among them; and using empathy in the closure stage to address any unresolved feelings from the process.) seven CODM steps. 1.Framing the topic 2.Open discussion 3.Identifying underlying concerns 4.Collaborative proposal building 5.Choosing a direction 6.Synthesizing a final proposal 7.Closure

CODM stands for which of the following? A.Computer-oriented decision making B.Consensus-oriented decision making C.Competency-oriented decision making D.Communication-oriented decision making

Transformational leadership

Creating a vision to guide a change through inspiration is characteristic of which of the following? A.Transformational leadership B.Exploitive autocracy C.Bureaucracy D.Path-goal leadership

Hostile work environment

In defining illegal harassment in the workplace, a setting in which intimidating and abusive conduct takes place that interferes with an employee's job performance is known as: A.Discrimination B.Sexual harassment C.Hostile work environment D.Unsafe work environment

Multivoting technique (It is a variation of the nominal group technique and serves the same purpose. Instead of ranking each issue or idea, team members rate issues by marking them with a distribution of points. In weighted multivoting, a team member distributes his or her allotment of points among as few or as many issues as he or she wants.)

In what technique do team members rate issues by distribution of points? A.Affinity grouping B.Nominal group technique C.Multivoting technique D.Unstructured brainstorming

Theory X

In which of the following theories would a leader feel that he or she cannot trust group members and has to micromanage? A.Theory X B.Theory Y C.Transformational leadership theory D.Participative leadership theory

data (Performance monitoring is data driven. The key to successful monitoring is the appropriate analysis, display, and application of measurement data.)

Performance monitoring is driven by which of the following? A.The mission of the organization B.The process improvement team C.Data D.Experts

Flowchart

Which of the following documents the current process? A.Flowchart B.Force-field analysis C.Unstructured brainstorming D.Structured brainstorming

Nonverbal

Posture is an example of what type of communication? A.Verbal B.Nonverbal C.Explicit D.Tacit

State facts, such as the organization's policy on solicitation.

Respecting employees' free choice to join a labor union, and upholding labor laws, it is appropriate for a manager to do which of the following during a union-organizing drive? A.Threaten reduced hours or loss of job based on employee's union vote. B.Interrogate employees regarding union activity. C.Promise a party, pay raise, or other favor based on union vote. D.State facts, such as the organization's policy on solicitation.

Commonly lead to patient injury

The (National Patient Safety Goals) NPSG scores organizations on areas that: A.Affect financial stability of the organization B.Affect customers C.Affect compliance with state law D.Commonly lead to patient injury

Chief

The C in C-level stands for which of the following? A.Clinical B.Chief C.Core D.Critical

Nonexempt

The HIM department's receptionist is paid an hourly rate and is eligible for overtime pay, consistent with the Fair Labor Standards Act of 1938. According to this law, her position is classified as which of the following? A.Exempt B.Nonexempt C.Full-time D.Professional

Budget management (Managers control their budget throughout the year by making adjustments or amendments when needed.)

The process of maintaining financial viability by ensuring operating revenues for the year are sufficient to cover the operating expenditures is called what? A.Budge adjustment B.Budget management C.Budget variance D.Accrual accounting

Justice

The ethical principle of__________________recognizes the importance of treating people fairly and applying rules consistently. A.Autonomy B.Justice C.Respect D.Morality

Physiological (Physiological: Appearance, height, and weight) ( Demographic: Age, education, and socioeconomic background) (Personality: Self-confidence and aggressiveness) (Intellective: Intelligence, decisiveness, judgment, and knowledge) (Task-related: Achievement drive, initiative, and persistence) (Social characteristics: Sociability and cooperativeness)

The leadership trait of "appearance" is which of the following? A.Demographic B.Intellective C.Physiological D.Social

Benchmark

The nosocomial infection rate for our hospital is 0.2% while the rate at a similar hospital across town is 0.3%. This is an example of which of the following? A.Checksheet B.Data abstract C.Run chart D.Benchmark

Behaviorally-anchored rating scale (For example, excellent, acceptable, and poor team behavior is described in terms that can be observed and rated at each level (for instance, employee consistently volunteers to lead project teams; all projects are completed on time and exceed quality expectations). Validity and reliability are improved and training benchmarks are provided (Schermerhorn 2014).)

The performance appraisal method that links specific job-related performance to each rating level is the: A.Graphic rating scale B.Critical incident method C.Behaviorally-anchored rating scale D.Ranking method

false (Use a conference room or other neutral location (not the manager's office). Have a phone and the number for security available in case of emergency (for example, medical attention is needed or a threatening situation develops).)

True or false: Recommended guidelines for a manager handling an employee's dismissal interview include holding the interview in the manager's private office.

true ( Since the Taft-Hartley amendment, right-to-work laws have been enacted in approximately half of the states. These laws prohibit forced union membership as a condition of employment.)

True or false: Right-to-work laws prohibit forced union membership as a condition of employment.

true (It should be noted teams and committees are not the same, as teams have a relatively short life span, whereas committees are part of the formal organizational structure.)

True or false: Teams and committees are not essentially the same.

false (This is CEO's primary role including set a vision; make major organizational decisions; manage the overall operations and resources of a company; build culture; set the budget to be presented to the board of directors for approval; and act as the main point of communication between the board of directors, the corporate operations, and public ) (The CFO typically reports to the CEO or board of directors and is the chief financial spokesperson for the organization. Most CFOs have a master's in business administration (MBA) or are even a certified public accountant (CPA).

True or false: The CFO's primary role is to develop and implement high-level strategies.

false ( Trait theory is one of the earliest leadership theories, sometimes referred to as the "Great Person Theory." which states that some people have innate leadership skills that are not due to training and exercises but, rather, to one's natural ability.)

True or false: The Great Person Theory is closely associated with the contingency leadership theory.

false (Be sure to end the meeting on time or even a little early; the team members will appreciate the thoughtfulness behind an efficient meeting.)

True or false: While meetings should start on time it is acceptable for a meeting to go beyond the time allotted as a certain amount of material must be covered at each meeting.

SWOT analysis

What analysis shows the honest portrayal of the current and future state of the healthcare organization? A.External analysis B.Workflow analysis C.Supply management analysis D.SWOT analysis

Strategic plan

What are the specific plans to accomplish and achieve short-term and long-term goals called? A.Internal analysis B.Strategic plan C.SWOT D.Operational plan

Project management (Project management is a formal set of principles and procedures to help control the activities associated with implementing a large undertaking to achieve a specific goal (such as an information system implementation) and has a definitive beginning and end. )

What is a formal set of principles and procedures that help control the activities associated with implementing a large undertaking? A.Resource allocation B.Project management C.Project improvement D.Financial management

Operational plan

What is a useful general tool for guiding day-to-day decisions? A.Operational plan B.SWOT C.Strategies D.Strategic plan

Change management

What is the formal process of introducing change, adopting the change, and diffusing it throughout the organization? A.SWOT B.Change management C.Supply management D.Workflow

No more than 20

What is the rule of thumb for the size of a team? A.No more than 5 B.No more than 10 C.No more than 20 D.No more than 100

Resource allocation (Resource allocation is a process and strategy of deciding where resources should be used to achieve the mission, values, and goals of the organization. For example, in an HIM department, the budget includes an amount of money to be used for information technology systems and the manager must decide between a software system to help with clinical documentation improvement or a system to track information needed for various registries. The manager must prioritize the needs of the department with legal and regulatory issues that may affect the choice of resources. For example, the coding department must have the current coding guidelines each year and cannot work with outdated codes; thus they must purchase updated code books each year.)

What process should an organization use to see if there are resources available to help accomplish the mission, values, and goals of the organization? A.Measuring B.Process improvement C.Resource allocation D.PERT chart

Gantt (Gantt charts focus on the percentage completion of each task and do not show a link between one or more tasks. In the example mentioned earlier, the charts will indicate the time it takes to complete the task of converting the filing system for records.)

What project management tool focuses on the percentage completion of a task but does not show a link between one or more tasks? A.PERT chart B.Project management C.Planning and design D.Gantt

Four to six months prior to the change

When should a leader introduce the topic of upcoming changes to a group? A.As soon as the leader knows of the change B.Right before the change is to begin C.At the time of change D.Four to six months prior to the change

As soon as the meeting is over

When should a meeting's minutes be distributed to the team for clarification? A.As soon as the meeting is over B.Just before the next meeting starts C.At the beginning of the next meeting D.Five to six days prior to the next meeting

Claims management (•Risk identification and analysis•Loss prevention and reduction•Claims management)

Which of the following is a basic function of a healthcare risk management program? A.Claims management B.Discharge plan C.Time ladders D.Workflow analysis

Utilization management

Which of the following is a group of processes that determine the appropriateness of medical services? A.Utilization management B.Utilization review C.Case management D.Risk management

The supervisor is kept informed of the employee's accomplishments.

Which of the following is a positive aspect of using employee self-appraisal as a source of data for performance appraisal? A.Employees are in the best position to provide objective review without overstatement. B.The supervisor is kept informed of the employee's accomplishments. C.Appraiser and employee training on the purpose and procedures of this process is essential. D.Peer pressure of evaluation can motivate team members to be more productive.

Nominal group technique

Which of the following is a problem-solving technique that focuses on working with individuals to find a mutually acceptable solution? A.Nominal group technique B.Change management C.Brainstorming D.New beginnings

Standard

Which of the following is a written description of the expected features, characteristics, or outcomes of a healthcare-related service? A.Flowchart B.Ground rules C.Pareto chart D.Standard

Cause-and-effect diagram (It facilitates root-cause analysis, or the analysis of an event from all aspects (human, procedural, machinery, material) to identify how each contributed to the occurrence of the event and to develop new systems that will prevent recurrence.)

Which of the following is an investigational technique that facilitates the identification of the various factors that contribute to a problem? A.Affinity grouping B.Cause-and-effect diagram C.Force-field analysis D.Nominal group technique

Disorganize priorities

Which of the following is not a specific ability used in critical thinking? A.Interpret data B.Recognize a problem C.Render accurate judgments D.Disorganize priorities

Supply management

Which of the following is the management and control of the supplies used within an organization? A.Work analysis B.Staffing C.Supply management D.Strategic plan

Participative leadership

Which of the following is the most lenient pattern of leadership? A.Bureaucracy B.Consultative leadership C.Exploitive autocracy D.Participative leadership

Financial management

Which of the following is the process that all organizations and businesses use to fully comprehend and communicate financial activities and status? A.Financial management B.Cash basis accounting C.Budgets D.Resource allocation

Title VII of the Civil Rights Act of 1964 (Commonly referred to simply as Title VII, this act applies to employers with 15 or more employees and prohibits employment decisions, including those involving hiring and compensation (pay and benefits) based on an individual's race, color, religion, sex, or national origin)

Which of the following laws established the EEOC (Equal Employment Opportunity Commission) as the federal agency to administer and enforce equal opportunity employment laws? A.Equal Pay Act of 1963 B.Title VII of the Civil Rights Act of 1964 C.Age Discrimination Act of 1967 D.Civil Rights Act of 1991

Behavior (Leadership can be learned) (Using different techniques, researchers at The Ohio State University and the University of Michigan developed two broad categories of behavioral characteristics—task-oriented (initiating structure) and people-oriented (consideration) behaviors. Task-oriented behaviors include setting goals, defining roles, organizing work, assigning tasks, establishing standards, and emphasizing meeting deadlines. People-oriented behaviors include sensitivity toward subordinates, establishing mutual trust, exhibiting concern for workers, showing appreciation, and being fair and just)

Which of the following leadership theories state leaders are made, not born? A.Trait B.Behavior C.Contingency D.Power and influence

Dashboard

Which of the following provides real-time process measure metrics in a consolidated format? A.Structured indicator B.Outcome indicator C.Dashboard D.Scoreboard

Validity (One common method of test validation is content validity. Tasks or questions are linked directly to knowledge, skills, and abilities required on the job, as supported by job analysis and job description)

Which of the following refers to the ability of a selection test to measure the job skill, knowledge, or behavior the test was intended to measure? A.Reliability B.Impact C.Performance D.Validity

The CEO may have a position on the board of directors. ( The C-Suite are the Board of Directors)

Which of the following statements is true about the C-suite? A.Every member of the C-suite reports to the board of directors. B.Only the CEO reports to the board of directors. C.The CEO may have a position on the board of directors. D.The CFO is only concerned with the operating budget.

Discrimination against workers age 40 and older is illegal.

Which of the following statements is true of the federal Age Discrimination in Employment Act of 1967? A.The act prohibits employment discrimination against individuals with disabilities. B.The intent is to set standards to protect benefit and retirement plans of older workers. C.Discrimination against workers age 40 and older is illegal. D.The practice of mandatory retirement based on age can never be defended.

run chart

Which tool displays performance data over time? A.Benchmark B.Run chart C.Checksheet D.Time ladder

Team leader

Who has the responsibility for setting the meeting agenda? A.Team leader B.Executive sponsor C.Team recorder D.Team timekeeper