HCAD 301 Exam 1 Practice Questions and Answers

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HCAD 301 Exam 1 Practice
Questions and Answers




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HCAD 301 Exam 1
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1. Definition of 1) Figure out what your Customers/Resident wants
Quality 2) Do everything you can to meet/exceed their wants and needs/expectations
3) Continuously improve everything you do

2. Essential ele- Customer focus;
ments of quality -All activities should be focused on the customer
improvement -The customer defines "quality"
-Who is your/the customer?

Emphases must be on teamwork and participation: Quality improvement can best
be accomplished by involving those who work in the process and by gaining
valuable perspective from other employees.

3. Data Use of data to analyze and solve problems: be committed to collecting, analyzing,
and using data (information) to determine priorities and to evaluate success or
failure.

-What's necessary to have? What's extra?
-Where does your data come from?
-Can you get pre and post data to use?

"Garbage in garbage out" bad data gives bad results

4. Process improve- Recognize that all productive work is accomplished through processes and that
ment when something "goes wrong," the problem is most likely in the process, and not
the people.

Identify the key processes to satisfy customers and then continually improve them
using a defined method

5. What is quality? Connections between "quality" and...
-Customer service
-Cost or price


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HCAD 301 Exam 1
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-Speed
-Accuracy
-Reliability
-Customization

6. Quality Dimen- Overall (Gavin)
sions -Performance
-Features
-Reliability
-Conformance
-Durability
-Serviceability
-Aesthetics

Service
-Reliability
-Assurance
-Tangibles
-Empathy
-Responsiveness

What do you think is most important?

7. Quality -Involves meeting or exceeding customer expectations
-Is DYNAMIC (changes over time)
-Can be improved

8. Stakeholders Consumers
-Residents
-Families

Purchasers



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HCAD 301 Exam 1
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Providers
-Staff members
-Vendors

Others
-Regulators

9. The "Customer" -Residents
-Family Members
-Staff
-Vendors
-Regulators

One that purchases a commodity or service. The customer wants you to do what
you say you are going to do.

10. Institute of medi- Six areas of focus (2001) for patient/resident care:
cine (IOM) -Safe
-Effective
-Patient-centered or Resident-centered
-Timely
-Efficient
-Equitable

Rules for redesign (2001)
-Care i based on healing relationships
-Customization based on needs and values
-Patient resident is the source or control
-Knowledge is shared and information flows
-Evidence-based decision making
-Safety is a system priority
-Need for transparency
-Anticipation of needs

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