C429 WGU HEALTHCARE OPERATIONS
MANAGEMENT – PREASSESSMENT
The support staff of a large urgent care facility sees no career advancement
opportunities within the organization. The organization knows it must identify other ways
to increase job satisfaction or there will be high employee turnover.
Which action can improve job satisfaction in this scenario?
-Starting recognition programs
-Conducting employee surveys
-Providing autocratic leadership
-Increasing horizontal communication - Answers-Starting recognition programs
A hospital's governing board of trustees has asked a hospital administrator to find a
solution to numerous compliance issues that have ultimately affected the hospital's
performance.
Which initial action should the hospital take to address these compliance issues?
-Promoting service excellence
-Developing a corrective action plan
-Encouraging autocratic leadership
-Implementing an employee recognition program - Answers-Developing a corrective
action plan
The former chief administrator of a health and wellness center is reassigned after the
staff lost trust in leadership due to lack of visibility.
How can the new chief administrator correct this problem?
-By rounding with the staff
-By holding meetings with leadership
-By implementing a non-monetary employee recognition program
-By surveying the employees to determine unresolved problems - Answers-By rounding
with the staff
A large healthcare system is currently implementing an initiative to reduce catheter-
associated infections for its inpatients—not only for patient safety, but also as a strategy
to ensure the organization is not penalized in its reimbursements.
,Which two practices will assist in the implementation of this initiative?
Choose 2 answers
-Engaging front line employees' feedback on current practices
-Submitting a request for proposal (RFP) for a new catheter vendor
-Evaluating previous financial impact to determine potential penalties
-Providing mandatory training to help employees implement the protocols - Answers-
Engaging front line employees' feedback on current practices
Providing mandatory training to help employees implement the protocols
A hospital leadership team is about to start its hospital-wide implementation of a
Hospital Consumer Assessment of Healthcare Providers and Systems program and has
discussed best practices that should be implemented based on a recent leadership
seminar the team attended on the subject.
Which strategy should be used to ensure successful implementation of the program?
-Engaging with all stakeholders
-Providing an informative web page
-Educating volunteers on guidelines
-Reviewing reports of similar facilities - Answers-Engaging with all stakeholders
A well-established medical chain has discovered that infighting is taking place between
its high-level leaders over boundaries and responsibilities. The chief executive officer
(CEO) wishes to resolve the in-fighting.
Which conflict resolution method should the CEO use to resolve this issue?
-Forcing
-Win-win
-Compromise
-Accommodation - Answers-Win-win
A large healthcare organization is struggling and has decided it wishes to be a more
innovative company. It decides to reorganize its structure to support this initiative.
A hospital emergency room (ER) has had frequent turnover in nursing positions, which
has caused increased wait times. The hospital must use new strategies to reduce
employee turnover and decrease wait times.
, Which leadership strategy should be used?
-Increasing patient to nurse ratios in the emergency room
-Expanding the triage area space with an additional triage RN
-Empowering human resources to hire from outside the organization
-Empowering nurses to use holding areas for patients being admitted - Answers-
Empowering nurses to use holding areas for patients being admitted
Which type of organizational structure will enhance creativity among its workers and
managers?
-Pyramid
-Flattened
-Functional
-Geographical - Answers-Flattened
The chief financial officer (CFO) of a hospital has received a HIPAA audit that has
identified deficiencies in the medical/surgical nursing unit.
Which strategy should the CFO and nursing director use to ensure that the department
is compliant with HIPAA?
-Provide HIPAA pamphlets to patients and their families
-Ensure HIPAA consent forms are readily available
-Have the staff read the policy for HIPAA on the unit
-Conduct HIPAA training and testing for competency - Answers-Conduct HIPAA training
and testing for competency
A low-performing physician's office has struggled with new patient enrollment and is
trying to increase its revenue. The physician is concerned about non -compliance with
the Stark Law.
Which action is of concern?
-Releasing patient records to the family
-Submitting claims for non-provided services
-Receiving a finder's fee for Medicare referrals
-Turning away a laboring patient for non -insurance - Answers-Receiving a finder's fee
for Medicare referrals
A large metropolitan hospital has implemented strategic measures including
improvement of overall patient experience and survey scores. Leadership is seeking a
measurement of the overall initiative.
MANAGEMENT – PREASSESSMENT
The support staff of a large urgent care facility sees no career advancement
opportunities within the organization. The organization knows it must identify other ways
to increase job satisfaction or there will be high employee turnover.
Which action can improve job satisfaction in this scenario?
-Starting recognition programs
-Conducting employee surveys
-Providing autocratic leadership
-Increasing horizontal communication - Answers-Starting recognition programs
A hospital's governing board of trustees has asked a hospital administrator to find a
solution to numerous compliance issues that have ultimately affected the hospital's
performance.
Which initial action should the hospital take to address these compliance issues?
-Promoting service excellence
-Developing a corrective action plan
-Encouraging autocratic leadership
-Implementing an employee recognition program - Answers-Developing a corrective
action plan
The former chief administrator of a health and wellness center is reassigned after the
staff lost trust in leadership due to lack of visibility.
How can the new chief administrator correct this problem?
-By rounding with the staff
-By holding meetings with leadership
-By implementing a non-monetary employee recognition program
-By surveying the employees to determine unresolved problems - Answers-By rounding
with the staff
A large healthcare system is currently implementing an initiative to reduce catheter-
associated infections for its inpatients—not only for patient safety, but also as a strategy
to ensure the organization is not penalized in its reimbursements.
,Which two practices will assist in the implementation of this initiative?
Choose 2 answers
-Engaging front line employees' feedback on current practices
-Submitting a request for proposal (RFP) for a new catheter vendor
-Evaluating previous financial impact to determine potential penalties
-Providing mandatory training to help employees implement the protocols - Answers-
Engaging front line employees' feedback on current practices
Providing mandatory training to help employees implement the protocols
A hospital leadership team is about to start its hospital-wide implementation of a
Hospital Consumer Assessment of Healthcare Providers and Systems program and has
discussed best practices that should be implemented based on a recent leadership
seminar the team attended on the subject.
Which strategy should be used to ensure successful implementation of the program?
-Engaging with all stakeholders
-Providing an informative web page
-Educating volunteers on guidelines
-Reviewing reports of similar facilities - Answers-Engaging with all stakeholders
A well-established medical chain has discovered that infighting is taking place between
its high-level leaders over boundaries and responsibilities. The chief executive officer
(CEO) wishes to resolve the in-fighting.
Which conflict resolution method should the CEO use to resolve this issue?
-Forcing
-Win-win
-Compromise
-Accommodation - Answers-Win-win
A large healthcare organization is struggling and has decided it wishes to be a more
innovative company. It decides to reorganize its structure to support this initiative.
A hospital emergency room (ER) has had frequent turnover in nursing positions, which
has caused increased wait times. The hospital must use new strategies to reduce
employee turnover and decrease wait times.
, Which leadership strategy should be used?
-Increasing patient to nurse ratios in the emergency room
-Expanding the triage area space with an additional triage RN
-Empowering human resources to hire from outside the organization
-Empowering nurses to use holding areas for patients being admitted - Answers-
Empowering nurses to use holding areas for patients being admitted
Which type of organizational structure will enhance creativity among its workers and
managers?
-Pyramid
-Flattened
-Functional
-Geographical - Answers-Flattened
The chief financial officer (CFO) of a hospital has received a HIPAA audit that has
identified deficiencies in the medical/surgical nursing unit.
Which strategy should the CFO and nursing director use to ensure that the department
is compliant with HIPAA?
-Provide HIPAA pamphlets to patients and their families
-Ensure HIPAA consent forms are readily available
-Have the staff read the policy for HIPAA on the unit
-Conduct HIPAA training and testing for competency - Answers-Conduct HIPAA training
and testing for competency
A low-performing physician's office has struggled with new patient enrollment and is
trying to increase its revenue. The physician is concerned about non -compliance with
the Stark Law.
Which action is of concern?
-Releasing patient records to the family
-Submitting claims for non-provided services
-Receiving a finder's fee for Medicare referrals
-Turning away a laboring patient for non -insurance - Answers-Receiving a finder's fee
for Medicare referrals
A large metropolitan hospital has implemented strategic measures including
improvement of overall patient experience and survey scores. Leadership is seeking a
measurement of the overall initiative.
