IAHSS Chapter questions

Which of the following is NOT a function security provides for the business office/financial service areas? a. patrol b. customer relations c. refunding payment d. investigations

refunding payments

What is the definition of crowd control? a. techniques used to manage lawful public assemblies b. allowing first amendment activities c. allowing demonstrations d. techniques used to address unlawful public assemblies

techniques used to address unlawful public assemblies.

HCAHPS Survey scorers are important primarily because: a. they increase the hospital's market share b. hospitals may be eligible for additional reimbursement based on survey scores c. they measure patient satisfaction d. they allow for comparison of hospitals by consumers

they allow for comparison of hospitals by consumers

Which of the following environmental factors can contribute to customer dissatisfaction and anxiety? a. lack of privacy and crowding b. excessive noise c. lack of access to refreshments d. all of the above

All of the above

Which of the following is a professional attribute? a. image b. posture c. attitude d. all of the above

All of the above

Which of the following is an example of a tort committed by a security officer that may result in civil litigation and liability? a. excessive use of force b. false arrest c. malicious prosecution d. all of the above

All of the above

Which of the following statements best describes employees? a. medical staff contracted by the facility b. all staff directly employed by the facility c. volunteers who donate their time d. contracted persons

All staff directly employed by the facility

Which of the following are skills a security professional should have and use at all times? a. good observation skills b. good communication skills c. tolerance d. all the above

All the above

What is a misdemeanor? a. a crime punishable by imprisonment for more than a year b. a violation of the municipal court c. any offense other than a felony d. a violation of the state's penal code

Any offense other than a felony

The general rule for keeping reports is how long? a. at least 5 to 7 years b. permanently c. at least 10 years d. at least 3 to 5 years

At least 5 to 7 years

A good report writer has a balanced blend of which of these? a. awareness, skills, know-how b. opinions, skills, knowledge c. outlook, skills knowledge d. attitude, skills, and knowledge

Attitude, Skills, and Knowledge

Which of the following should a security officer NOT do when interacting with a visitor? a. be aware of the visitor's emotional state/anxiety level b. be unfeeling/unreasonable c. treat the visitor with respect d. show empathy and respect

Be unfeeling/ unreasonable

Which of the following allows a department to assess its cost-effectiveness within an organization? a. crime analysis b. risk assessments c. benchmarking

Benchmarking

In criminal law, how must guilty be determined? a. beyond a reasonable doubt b. by the preponderance of evidence c. by that degree of proof which is more probable than not d. by the prosecutor

Beyond a resonable doubt

Which of the following may union members NOT do during a picketing? a. carry signs b. protest management decisions c. block entrances to the facility d. congregate outside the facility

Block entrances to the facility

Which of the follwing is usually at the top of the organizational chart? a. board of directors b. department leaders c. assistant administrators d. vice presidents

Board of Directors

When should reports be written? a. by the end of the week? b. by the end of the shift c. by the end of the month d. by the end of the next day

By the end of the shift

Which of the following is NOT one of the security officer's cardinal responsibilities regarding conducting an interview? a. impartiality b. impatience c. sensitivity d. confidentiality

Impatience

Which of the following does NOT regulate and accredit healthcare facilities? a. Centers for Medicare and Medicaid b. International Association for Healthcare Security and Safety (IAHSS) c. Occupational Safety and Health Administration (OSHA) d. The Joint Commission

International Association for Healthcare Security and Safety (IAHSS)

Which organization developed a Code of Ethics for the healthcare security profession? a. International Association for Healthcare Security and Safety (IAHSS) b. National Fire Protection Agency (NFPA) c. Federal Emergency Management Agency (FEMA) d. Department of Public Health (DPH)

International Association for Healthcare Security and Safety (IAHSS)

Which of the following is NOT an example of a drug diversion method? a. fraudulent prescriptions b. falsify a patient's charts c. keep unused drugs after surgery d. obtain a prescription from your physician

obtain a prescription from your physician

Which of the following should be protected by bollards? a. sidewalks b. curbs c. hydrants d. trees

Hydrants

The average length of a patient stay in an acute care hospital is how long? a. 25 to 30 days b. 3 to 6 days c. 10 to 12 days d. 15 to 20 days

25 to 30 days

During a contact, what is the general recommended distance between you and the individual? a. 2 to 4 feet b. 4 to 6 feet c. 6 to 10 feet d. 10 feet or more

4 to 6 feet

Non-verbal communication accounts for what percentage of communication? a. 57 percent b. 49 percent c. 89 percent d. 94 percent

94 Percent

A warrant is issued by whom? a. a law enforcement officer b. a judicial officer c. a prosecutor d. a defense attorney

A Judicaial Officer

In which year was the Controlled Substances Act (CSA) enacted? a. 1970 b. 1972 c. 1968 d. 1984

1970

Who should be involved in crisis intervention? a. security staff b. senior management staff c. clinical staff d. a and b only e. a multi-disciplinary group identified by company policy

A multi-disciplinary group identified by company policy

"Perception is reality"--Which of the following is important for the security professional to remember regarding this statement? a. all interactions are subject to personal interpretation b. positive nonverbal and paraverbals will influence the "perception" of customers c. a customer's prior history of interaction may impact their initial impression of security in either an adverse or positive way d. All of the above

All of the above

In which way is a security officer likely to interact with a patient? a. picking up or returning a patient's valuables b. investigating lost or stolen property c. helping resolve domestic disputes occurring at the facility d. all of the above

All of the above

To be successful, teams need which of the following? a. access to resources b. access to people in the know c. clearly defined purposes d. all of the above

All of the above

When should crisis intervention occur? a. planning phase b. mitigation phase c. response phase d. recovery phase e. a and c only f. all of the above

All of the above

Which of the following are common types of law violations that may occur in hospitals? a. burglary b. trespassing c. assault d. all of the above

All of the above

Which of the following are powerful reasons to advocate and promote strong customer services? a. strong customer service prevents violence and helps preserve a safe therapeutic environment b.customer service supports people in crisis and may have a lasting impact for the customer c. strong customer service allows security officers opportunities to problem solve with a person in crisis d. all of the above

All of the above

Define ADA a. Americans with discounts act b. Americans with disabilities act c. Americans without discounts d. Americans with Disabilities action

Americans With Disabiliteis Act

The security department would be an example of what type of team? a. a project team b. a management team c. a process improvement team d. an ongoing or functional team

An ongoing or functional team

The self-disciplined officer does NOT do which of the following? a. take an interest in the job b. look for ways to improve safety c. call a routine duty a waste of time d. look for ways to improve recommended procedures

Call a routine duty a waste of time

Which of the following is NOT and IAHSS training course? a. basic certification for the healthcare security officer b. advanced certification for the healthcare security officer c. supervisory certification for healthcare security personal d. cardiopulmonary resuscitation (CPR)

Cardiopulmonary Resuscitation (CPR)

Which of the following is NOT an example of undesirable behavior and demeanor in a security officer? a. bad attitude b. dishonesty c. impoliteness d. confidence

Confidence

What is the key factor in tactical deployment? a. availability of other officers b. waiting for a supervisor c. control of distance d. time

Control of Distance

Which of the following do the initials CPTED stand for? a. crime prevention through environmental design b. crime prevention through experimental design c. campus prevention through environmental design d. critical performance through environmental design

Crime Prevention Through Environmental Design

What is the relationship between employees and management sometimes called? a. employee relations b. protest management decisions c. family interactions d. tense conversation

Employee relations

Which of the following is NOT an example of an external customer? a. patients b. vendors c. employees d. regulatory agencies

Employees

How should friendships and interpersonal relationships between security officers and staff members from other departments be treated? a. Discouraged b. Encouraged c. Encouraged, but monitored d. Encouraged, but security staff educated about ethics and avoiding favoritism

Encouraged, but security staff educated about ethics and avoiding favoritism

Security officers must interact in a professional manner with group of people? a. visitors b. employees c. physicians d. everyone who comes in the door

Everyone who comes in the door

Which of the following is NOT one of the basic steps in report writing a. gather information b. record information c. write reports d. examine the report

Examine the report

Under no circumstances may handcuffs be used in a healthcare environment. a. true b. false

False

Which is the most common patrol approach? a. inconspicuous b. routine c. conspicuous d. foot

Foot

Which of the following is NOT a reason organizations should use teams? a. teams can solve problems b. teams can help make organizational decisions c. teams encourage personal to become involved in planning d. forming a team ensures the team will be successful

Forming a team ensures the team will be successful

Related to physical interactions and body language, which answer most accurately reflects a "reaction zone" according to the manual? a. less than two feet b. more than two feet c. four to six feet d. seven to nine feet

Four to six feet

Access to patient information is limited to those who "need to know" by which of the following? a. Federal Bureau of Investigation (FBI) b. Occupational Safety and Health Administration (OSHA) c. Health Insurance Portability and Accountability Act (HIPAA) d. Centers for Medicare and medicaid (CMS)

Health Insurance Portability and Accountability Act (HIPAA)

Which of the following is NOT a risk issue for healthcare? a. Drugs are used and stored in the facility b. Mostly female staff c. High percentage of technical and professional staff d. Publicly accessible and many doors must remain open

High percentage of technical and professional staff

Which trait or skill NOT desirable for a security officer to possess? a. strong communication skills b. tact/diplomacy c. Inability to maintain trust and confidence d. ability to express care and understanding

Inability to maintain trust and confidence

Which of the following is NOT one of the classifications of healthcare organizations discussed in this chapter? a. proprietary or for-profit b. not-for-profit c. government-supported d. individual healthcare

Individual healthcare

Which of the following is NOT one of the most common forms used by security officers in reporting incidents? a. security incident report b. supplemental security report c. investigation security report d. auto accident report

Investigation security report

Which one of these is an example of something you should do while patrolling? a. let employees know you are in the area b. get careless c. be a hero unnecessarily d. get separated from your equipment

Let employees know you are in the area

the L.A.S.T. technique in managing complaints requires security progessionals to: a. listen, apply, select, thank b. learn, apologize, solve, turnover c. listen, apologize, solve, thank d. look, act, supply, touch

Listen, Apologize, Solve, Thank

Which of the following is not a proper technique to use when providing a good customer service? a. giving the customer your undivided attention b. offering the customer a place to sit c. asking the customer if you can take notes d. looking at your watch every few minutes

Looking at your watch every few minutes

Which of the following are examples of schedule II substances? a. Heroin, MJ, Methaqualone b. Morphine, cocaine, Methadone c. Codeine, Vicodin, OxyContin d. Darvon, Valium, Xanax

Morphine, cocaine, Methadone

Should security officers should provide mental health counseling to person in need> a. always b. never c. sometimes d. only when asked by individual in need

Never

Which external groups should NOT be provided a copy of a security incident report? a. insurance company b. corporate attorney c. law enforcement d. newspaper

Newspaper

Which of these departments in the healthcare organization does NOT commonly use security reports? a. administration b. human resources c. public relations d. nutrition services

Nutrition Services

Which of the following are the three key elements to a good patrol? a. hearing, documentation, and memory b. observation, perception, and memory c. perception, memory, and documentation d. time, memory, and perception

Observation, perception, and memory

Which agency provides guidelines on preventing workplace violence? a. Centers for Medicare and Medicaid b. International Association for Healthcare Security and Safety (IAHSS) c. Occupational Safety and Health Administration (OSHA) d. The Joint Commission

Occupational Safety and Health Administration (OSHA)

The speech pattern related to your tone of voice is considered which form of communication? a. nonverbal communication b. paraverbal communication c. excessive dialogue communication d. passive communication

Paraverbal Communication

Which is the not a category of a missing patient? a. eloped patient incapable of self-protection, left without the knowledge of clinical staff b. wandering/straying patient out of clinical staff view with no intent of leaving c. patient that has completed treatment is discharged and has left the facility d. patient leaving against medical advice (AMA) informed of the risk

Patient that has completed treatment is discharged and has left the facility

When conducting interviews you should never ask the following questions? a. exploring questions b. probing questions c. open-ended questions d. all of the above

Probing questions

Which of the following applies to crisis intervention? a. threats to life b. threats to physical property c. threats to intangible property d. threats to financial stability of company e. all the above

all the above

Which of the following is a challenge to teamwork? a. relevance b. purpose c. scope d. cost

Relevance

Which of the following is NOT a stage of team development? a. forming b. norming c. storming d. rounding

Rounding

Which type of patrol covers all areas equally? a. selective b. directed c. vehicle d. routine

Routine

Which of the following is not a security officer/subject consideration, related to use of force a. age b. size c. injury d. scars

Scars

Which of the following is a Licensed Independent Practitioner (LIP)? a. physician's assistant b. doctorate nurse practitioner (DNP) c. nurse practitioner d. both a and c

both a and c

When photographing a scene you should never use this as a scale? a. a ruler b. ID badge c. sharpened pencil d. money

Sharpened Pencil

All investigations seek answers to how many fundamental questions? a. eight b. three c. six d. four

Six

Security uses senior management's endorsement to build what kind of program? a. strong and effective b. a program that works in a small part of the facility c. generally effective d. strong and simple

Strong and Effective

You should pay close attention to which elements of your speech when speaking with a patient, visitor, or staff member? a. timing, velocity, and character b. tenor, vibration, and cannon c. tempo, volume, and cadence d. tempo, variation, and candor

Tempo, Volume, and Cadence

In any trial, who is the trier of law? a. the prosecutor b. the defense attorney c. the judge d. the jury

The Judge

What is the force continuum? a. the force applied by an officer to a subject to meet the continuing escalation of force b. the force that officers use on non-compliant persons c. a form used to report on incidents involving use of force d. none of the above

The force applied by an officer to a subject to meet the continuing escalation of force

The act of a patient using someone else's information to fraudulently obtain medical services is called what? a. medication-seeking patient b. suspicious activity c. identification hijacking d. medical identity theft

medical identity theft

What should the most primary overriding concern of any security department be? a. It's image b. The safety and well-being of anyone in the facility c. the goals and missions of the entity employing the security services d. Cost-effectiveness

The goals and mission of the entity employing the security services

In the patient- and family-centered care philosophy, who determines which individuals are part of the patient's family? a. patient's parents or legal guardians b. nursing staff c. attending physician d. the patient provided he or she is developmentally mature and competent to do so

The patient provided he or she is developmentally mature and competent to do so

Who should be allowed to enter the crime scene? a. the CEO b. the police detective investigating c. the first responders assisting with medical care of the injured d. the security officer responding to the scene

The security officer responding to the scene

What is your primary goal in using tactical evaluation? a. to determine where to approach a subject b. to determine the legality of interviewing between two people who are fighting c. to determine if the design of a waiting room is conducive to security needs d. to determine the level of threat

To determine the level of threat

A security officer should carry a notebook for all of the following reasons except which one? a. to write down all the facts for an incident report b. to keep a list of emergency telephone numbers c. to note safety hazards d. to keep track of food orders

To keep track of food orders

What is the overall goal in using any physical intervention? a. to cause pain to a subject refusing your directions b. to pursue, seek compliance, or impede a subject c. to stop people running from you d. to show fellow staff members you are effective at your job

To pursue, seek compliance, or impede a subject

Handling the emotion before attempting to handle the problem is one type of de-escalation technique. a. true b. false

True

The Centers for Medical and Medicaid Services (CMS) is a division of which of the following? a. the joint commission b. occupational safety and health administration (osha) c. US Department of Health and Human Services (hhs) d. Long term acute care (LTAC) hospital

US Department of Health and Human services ( hhs)

Which of the following is NOT an opportunity derived from patrol? a. getting to know the community b. establishing postie relationships and partnerships c. improving communications d. using the security vehicles to go offsite

Using the security vehicle to go offsite

Why are vendors potentially a high-security risk to a health care facility? a. Vendors often have access to sensitive areas yet staff of the healthcare organizations may know very little about vendors background. b. vendors typically drive large vehicles that can conceal large amounts of stolen property or contraband c. completing vendors may clash at a facility d. vendors may be bringing in high-demand products that could be targeted for theft

Vendors often have access to sensitive areas yet staff of the healthcare organizations may know very little about vendors background

Which of the following does NOT help the security uniform communicate an appropriate message to the public? a. clean uniform b. wearing the uniform shirt untucked c. well-cared-for uniform d. shined footwear

Wearing the uniform shirt untucked

In which of the following situations should crisis intervention be performed? a. in physical confrontation b. in cyber security incidents c. when threat and risk assessments dictate d. any of the above e. none of the above

When threat and risk assessments dictate

Which of the following defines over-the-counter medications? a. anything that one can inject, inhale, or absorb into the body that is designed to improve condition b. remedies or cures c. do not require a prescription and are generally displayed on the consumer side of the pharmacy counter d. controlled substances.

do not require a prescription and are generally displayed on the consumer side of the pharmacy counter

Which of these conditions make it difficult to work effectively with behavioral patients? a. age and ethnicity b. reputation of the healthcare organization c. short wait periods d. drugs and alcohol impairment

drugs and alcohol impairment

Which of the following is NOT true about video surveillance? a. should be recorded at all times b. should be fully functional at all times c. dummy cameras are accepted methods of surveillance d. should be monitored if possible

dummy cameras are accepted methods of surveillance

Which of the following is NOT a typical function of the business office? a. registration b. environmental services c. cashier d. accounts receivable

environmental services

The Joint Commission requires that risk assessments be conducted how often? a. every two years b. every six months c. every year d. monthly

every year

Escorts for valuables and cash should be done at the same time each day and should follow the same route through the facility a true b false

false

Which of the following staff may enter the compounding area in a pharmacy? a. housekeeping aide b. licensed pharmacist c. pharmacy secretary d. pharmacy technician

licensed pharmist

Which type of unit takes a patient who no longer requires specific medical treatment on an inpatient basis but cannot be returned home? a. transition unit b. intensive care unit c. medical-surgical unit d. step-down unit

transition unit