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?