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From a marketing viewpoint, the development of standards of practice, clinical
pathways, clinical guidelines and protocols can all be viewed as efforts to deal with
which unique aspect of delivering services:
a. Inseparability.
b. Intangibility.
c. Heterogeneity.
d. Perishability. - ANSWER-c. Heterogeneity.
What purpose do market plans fulfill for the healthcare organization?
,a. Provide a business plan (or plans) as a subset of the organization's marketing
plan.
b. Present general goals for the organization to attain in the next three to five years.
c. Develop promotion methods to be used in attaining the organization's objectives.
d. Provide specific objectives for utilization attainment the next fiscal year. -
ANSWER-d. Provide specific objectives for utilization attainment the next fiscal
year.
The five major functions of marketing are:
a. Identifying markets, promoting the organization, recruitment of providers,
managing external relationships, patient selection.
b. Identifying markets, health promotion, managing external relationships, patient
selection, attracting capable workers.
c. Identifying markets, promoting the organization, managing external relationship,
convincing patients to select the organization, attracting capable workers.
d. Identifying markets, promoting the organization, managing external
relationships, strategic planning, physician recruitment. - ANSWER-c. Identifying
markets, promoting the organization, managing external relationship, convincing
patients to select the organization, attracting capable workers.
Forecasting organizational need for human resources by focusing on
specific position openings that are likely to occur and using these for
planning is called:
a. Demand-pull approach.
b. Supply-push approach.
c. Succession analysis.
d. Transition matrix. - ANSWER-a. Demand-pull approach.
,A health services organization should use which of the following sequential
processes to help establish human resources (HR) objectives and policies?
a. Analyze the current HR situation, forecast HR demand, reconcile with the
budget, forecast HR supply.
b. Design HR recruitment and selection activities, develop an HR compensation
plan, and establish HR appraisal systems.
c. Determine best HR job structure, perform HR job evaluations, establish HR
training and development plan.
d. Conduct HR job analysis, determine best HR job structure, and establish HR
information system. - ANSWER-a. Analyze the current HR situation, forecast HR
demand, reconcile with the budget, forecast HR supply.
Probability models that forecast the internal flow of employees from one job
category to another use a:
a. Graphic rating approach.
b. Supply-push approach.
c. Transition matrix.
d. Curriculum path. - ANSWER-c. Transition matrix.
Forecasting the internal supply of employees as they move from their
current jobs into others through promotions, lateral moves and
terminations is called:
a. Graphic rating approach.
b. Supply-push approach.
c. Demand-pull approach
d. Rating scale method. - ANSWER-b. Supply-push approach.
, Which of the following describes the conflict management strategy that would
have the most immediate effect on reducing conflict behavior?
a. Imposition of formal authority to resolve or suppress conflict.
b. Implementation of substantial, super-ordinate goals that require cooperation
among units.
c. Rotation of members of one unit into another unit.
d. Provision of intergroup training that requires listing of perceptions and
identifying differences. - ANSWER-a. Imposition of formal authority to resolve or
suppress conflict.
Multi-rater assessment (360 degrees feedback) of managers in healthcare
organizations is best used:
a. In the development of a specific action plan by appraises.
b. As part of a training or coaching session.
c. As part of the performance appraisal system of the organization.
d. When the appraisers are held accountable for their ratings. - ANSWER-a. In the
development of a specific action plan by appraises.
Behaviorally anchored rating scales (BARS) for specific jobs can be:
a. Used to identify components of job behaviors.
b. Developed in a short period of time.
c. Used for evaluation but not for employee development.
d. Subjective on some scale items. - ANSWER-a. Used to identify components of
job behaviors.
According to the ACHE's Code of Ethics, one way that healthcare
executives can avoid or minimize the negative implications of conflict of interest is
to: