PHHA 430 FINAL EXAM TEST QUESTIONS AND ANSWERS
RATED A
In your internship, one of the younger people on
the senior leadership team reflects, "You know
that, when you're a leader, any associate or At many excellent HCOs, the CEO reviews the
patient comment should get a constructive mission with all new hires. When you're hired as
response. When I started, I had a lot of trouble a young manager, you attend with all the other
understanding what 'constructive response' hires. At the coffee break, you hear one new hire
means. What do you think that term means?" say, "The boss really put emphasis on the
You reply, "I think it means..." - ANSWER - mission and stuff. I wonder if he really means it."
"...solving the problem raised if you can and What is your best comment? - ANSWER -
accepting it as an OFI if you can't." "I'm pretty sure he does. You could ask
coworkers on your team."
You are meeting a group of new associates
joining your well-managed HCO. You show them You're recruiting a physician to join your HCO.
the mission on the HCO's website and say, "Our She says, "The story you tell, of what you call
mission is very real to us. It's..." - empowerment and continuous improvement,
ANSWER -"...a public declaration of sounds good, and I contacted some people I
intentions—why we're here." know on your clinical staff. They say very
complimentary things, that your HCO delivers,
and they like practicing there. My concern is this:
WMHO defines stakeholders as having "a direct I'm making basically a lifetime commitment. How
interest in an organization's success." A PIT do I know the HCO will continue to be cutting-
studying a not-for-profit HCO's mission wants to edge?" You begin, "Well, nobody can foresee the
know, "Are some stakeholders more important future, but..." What's the best way to complete
than others? Can we give priority to the interests the sentence? - ANSWER -"...our record is
of some group of stakeholders at the expense of our best argument. We've got growing market
others shown in exhibit 1.3?" You reply: - share, delighted patients, and enthusiastic
ANSWER -"They all have equal rights. If associates."
their 'direct interests' are not met, any
stakeholder group can close us down."
Why is a values statement important? Like the
mission, many associates will assume that it's
A curious associate asks, "Who owns our HCO?" window dressing. What does leadership need to
It's a nonreligious not-for-profit that is a say? "We're serious about our values, and they
subsidiary of a larger system with many HCOs are important because..." - ANSWER -all of
(like Sharp, Henry Ford, or Sutter Health). You the above
respond, "The individual HCOs are owned by..." -
ANSWER -"...the communities they serve."
You want to describe evidence-based
management (EBM) to a group of civic leaders.
Excellence is defined as "safe, effective, patient- Which of the following would you start with? -
centered, timely, efficient, and equitable." A new ANSWER -"EBM replaces authority and
associate asks you why "safe" is first. You reply: opinion with fact."
- ANSWER -All of the above
,PHHA 430 FINAL EXAM TEST QUESTIONS AND ANSWERS
RATED A
Orienting a group of new associates on the
You're part of the strategy team at a small NFP HCO's values, you want them to take away all of
HCO with a strong patient-care mission. The the following points. Which one should you start
question of joining are large system comes up. with? - ANSWER -The values make the
One of the senior managers asks you, "Just in HCO a great place to give care.
general, why might we do that?" You reply, "I
think the most important reason might be..." -
ANSWER -"The system will help us do a A promising young associate, just promoted to
better job of supporting patient care." first-line leadership, asks you, "Can you list a few
skills I should think about and work on to become
a really good transformational leader?" You begin
All of the following statements about your reply, "I think these are what you should
empowerment are true. Select the one most emphasize." Which skills do you include in your
important to convey to associates. - list? - ANSWER -All of the above
ANSWER -Empowerment gives an
associate the ability to control his or her work
situation in ways consistent with the mission and A colleague at the HCO where you are a
values. manager says, "Rounding takes a lot of time. I
wonder why the senior leadership team wants us
to spend five hours a week at it." You think before
Interviewing for a position at Sharp Healthcare, you answer, and conclude that your strongest
you are asked, "Are you familiar with our 12 response is: - ANSWER -"Rounding
Behavior Standards? We want all our managers, encourages workers and first-line managers to
even our beginners, to exemplify them. Do you raise questions and get answers."
think you can do that?" Which is the best
response? - ANSWER -"Yes, of course. I
studied them with my class at __________. I As you start your internship at North Mississippi
especially like 'All For One, One For All'" (or any Health Services (NMHS), you know that they
other one that you remember). emphasize "service excellence" (see exhibit 2.2).
Your preceptor asks, "Do you know why this is
important?" Your best reply is, "It's because..." -
You've been working for two years at an HCO ANSWER -"...it shows that, if all the parts of
that works hard at maintaining an environment NMHS support each other, we will thrive."
where all associates are empowered and
motivated to meet their customers' needs. A
woman you knew in college moves to town. Responsive or "servant" leadership emphasizes
She's now an experienced baccalaureate- listening. Explain to your BFF or your mom why
prepared nurse, and she asks if she should apply listening by managers at all levels is important. -
to your HCO or a competitor. You say: - ANSWER -All of the above
ANSWER -"Come here. It's a great place to
give care. I can introduce you to several nurses I
know you'll like." Your preceptor says, "When I started out, it was
'command and control.' Somebody, usually a
doctor, gave an order, and everybody was
, PHHA 430 FINAL EXAM TEST QUESTIONS AND ANSWERS
RATED A
supposed to jump. Now it's 'encourage, reward, manager, to plan what to do?"
and celebrate.' Does that work as well?" You
respond: - ANSWER -"Actually, when it's
combined with benchmarks and continuous As an administrative resident at a Baldrige-
improvement, it works better than command and winning healthcare system, you report to the
control." COO. She says, "Let's improve improvement.
Where do we look for OFIs in our goal-setting
and continuous improvement programs?" You
At your interview to get employed as a manager reply, "Well, we could..." - ANSWER -All of
at Atlanticare, the interviewer presses you. the above
"You've said you admire Atlanticare's worker
empowerment. What do our leaders need to do
to make sure worker enthusiasm actually Newcomers are often impressed at the
improves mission achievement?" You answer: complexity of the measurement system for
"Leaders need to make sure..." - individual work teams (see exhibits 3.3, 3.4, and
ANSWER -All of the above 3.5). Explaining the measures to them, which of
the following statements is least useful? -
ANSWER -"Many of the measures are
You're on a PIT that's charged to improve your reported by Medicare."
HCO's strategic scorecard (exhibits 3.3 and 3.5),
and a number of additions and deletions have
been suggested. It's clear that the PIT will need Your internship preceptor asks, "I want to know if
some criteria for deciding what to include. What we have everything we need in our knowledge
will you emphasize when you explain the charge management system. Do you think you could
to them? - ANSWER -"The underlying start a review? You reply: - ANSWER -
criterion is the sense of importance to mission." "Sure, I'd start with the Poudre Valley summary in
my textbook from class."
A few days after the systemwide planning retreat
(May-Aug., #4, in exhibit 3.7), a first-line You're an intern at a high-performing HCO with a
manager says to a rounding senior manager, community health mission. Your preceptor says,
"The PIC did not fund any of our OFIs. I don't "We're about to start our annual review process.
think we can improve any scorecard goals next We need to put together the book for the board
year." What is the best response? - retreat. Here's last year's. Look it over. It was
ANSWER -"I'm sorry. Can you and I meet organized into 'Customers/Market,' 'Med Staff
with your manager, to plan what to do?" and Associates,' 'Insurance Trends,' and
'Financials.' I wonder if we can organize it
better?" You think about it and look back at
In midyear, a first-line manager says to a exhibit 3.2. It's clear this isn't an amateur effort,
rounding senior manager, "We're not making a so you'll start with something like, "Last year's
couple of our goals for this year." What is the arrangement was certainly strong. Do you think
best response? - ANSWER -"We can bring we should add a section about..." -
in a team to help you out and make a 90-day ANSWER -"...community health needs?"
plan for recovery. Can you and I meet with your
RATED A
In your internship, one of the younger people on
the senior leadership team reflects, "You know
that, when you're a leader, any associate or At many excellent HCOs, the CEO reviews the
patient comment should get a constructive mission with all new hires. When you're hired as
response. When I started, I had a lot of trouble a young manager, you attend with all the other
understanding what 'constructive response' hires. At the coffee break, you hear one new hire
means. What do you think that term means?" say, "The boss really put emphasis on the
You reply, "I think it means..." - ANSWER - mission and stuff. I wonder if he really means it."
"...solving the problem raised if you can and What is your best comment? - ANSWER -
accepting it as an OFI if you can't." "I'm pretty sure he does. You could ask
coworkers on your team."
You are meeting a group of new associates
joining your well-managed HCO. You show them You're recruiting a physician to join your HCO.
the mission on the HCO's website and say, "Our She says, "The story you tell, of what you call
mission is very real to us. It's..." - empowerment and continuous improvement,
ANSWER -"...a public declaration of sounds good, and I contacted some people I
intentions—why we're here." know on your clinical staff. They say very
complimentary things, that your HCO delivers,
and they like practicing there. My concern is this:
WMHO defines stakeholders as having "a direct I'm making basically a lifetime commitment. How
interest in an organization's success." A PIT do I know the HCO will continue to be cutting-
studying a not-for-profit HCO's mission wants to edge?" You begin, "Well, nobody can foresee the
know, "Are some stakeholders more important future, but..." What's the best way to complete
than others? Can we give priority to the interests the sentence? - ANSWER -"...our record is
of some group of stakeholders at the expense of our best argument. We've got growing market
others shown in exhibit 1.3?" You reply: - share, delighted patients, and enthusiastic
ANSWER -"They all have equal rights. If associates."
their 'direct interests' are not met, any
stakeholder group can close us down."
Why is a values statement important? Like the
mission, many associates will assume that it's
A curious associate asks, "Who owns our HCO?" window dressing. What does leadership need to
It's a nonreligious not-for-profit that is a say? "We're serious about our values, and they
subsidiary of a larger system with many HCOs are important because..." - ANSWER -all of
(like Sharp, Henry Ford, or Sutter Health). You the above
respond, "The individual HCOs are owned by..." -
ANSWER -"...the communities they serve."
You want to describe evidence-based
management (EBM) to a group of civic leaders.
Excellence is defined as "safe, effective, patient- Which of the following would you start with? -
centered, timely, efficient, and equitable." A new ANSWER -"EBM replaces authority and
associate asks you why "safe" is first. You reply: opinion with fact."
- ANSWER -All of the above
,PHHA 430 FINAL EXAM TEST QUESTIONS AND ANSWERS
RATED A
Orienting a group of new associates on the
You're part of the strategy team at a small NFP HCO's values, you want them to take away all of
HCO with a strong patient-care mission. The the following points. Which one should you start
question of joining are large system comes up. with? - ANSWER -The values make the
One of the senior managers asks you, "Just in HCO a great place to give care.
general, why might we do that?" You reply, "I
think the most important reason might be..." -
ANSWER -"The system will help us do a A promising young associate, just promoted to
better job of supporting patient care." first-line leadership, asks you, "Can you list a few
skills I should think about and work on to become
a really good transformational leader?" You begin
All of the following statements about your reply, "I think these are what you should
empowerment are true. Select the one most emphasize." Which skills do you include in your
important to convey to associates. - list? - ANSWER -All of the above
ANSWER -Empowerment gives an
associate the ability to control his or her work
situation in ways consistent with the mission and A colleague at the HCO where you are a
values. manager says, "Rounding takes a lot of time. I
wonder why the senior leadership team wants us
to spend five hours a week at it." You think before
Interviewing for a position at Sharp Healthcare, you answer, and conclude that your strongest
you are asked, "Are you familiar with our 12 response is: - ANSWER -"Rounding
Behavior Standards? We want all our managers, encourages workers and first-line managers to
even our beginners, to exemplify them. Do you raise questions and get answers."
think you can do that?" Which is the best
response? - ANSWER -"Yes, of course. I
studied them with my class at __________. I As you start your internship at North Mississippi
especially like 'All For One, One For All'" (or any Health Services (NMHS), you know that they
other one that you remember). emphasize "service excellence" (see exhibit 2.2).
Your preceptor asks, "Do you know why this is
important?" Your best reply is, "It's because..." -
You've been working for two years at an HCO ANSWER -"...it shows that, if all the parts of
that works hard at maintaining an environment NMHS support each other, we will thrive."
where all associates are empowered and
motivated to meet their customers' needs. A
woman you knew in college moves to town. Responsive or "servant" leadership emphasizes
She's now an experienced baccalaureate- listening. Explain to your BFF or your mom why
prepared nurse, and she asks if she should apply listening by managers at all levels is important. -
to your HCO or a competitor. You say: - ANSWER -All of the above
ANSWER -"Come here. It's a great place to
give care. I can introduce you to several nurses I
know you'll like." Your preceptor says, "When I started out, it was
'command and control.' Somebody, usually a
doctor, gave an order, and everybody was
, PHHA 430 FINAL EXAM TEST QUESTIONS AND ANSWERS
RATED A
supposed to jump. Now it's 'encourage, reward, manager, to plan what to do?"
and celebrate.' Does that work as well?" You
respond: - ANSWER -"Actually, when it's
combined with benchmarks and continuous As an administrative resident at a Baldrige-
improvement, it works better than command and winning healthcare system, you report to the
control." COO. She says, "Let's improve improvement.
Where do we look for OFIs in our goal-setting
and continuous improvement programs?" You
At your interview to get employed as a manager reply, "Well, we could..." - ANSWER -All of
at Atlanticare, the interviewer presses you. the above
"You've said you admire Atlanticare's worker
empowerment. What do our leaders need to do
to make sure worker enthusiasm actually Newcomers are often impressed at the
improves mission achievement?" You answer: complexity of the measurement system for
"Leaders need to make sure..." - individual work teams (see exhibits 3.3, 3.4, and
ANSWER -All of the above 3.5). Explaining the measures to them, which of
the following statements is least useful? -
ANSWER -"Many of the measures are
You're on a PIT that's charged to improve your reported by Medicare."
HCO's strategic scorecard (exhibits 3.3 and 3.5),
and a number of additions and deletions have
been suggested. It's clear that the PIT will need Your internship preceptor asks, "I want to know if
some criteria for deciding what to include. What we have everything we need in our knowledge
will you emphasize when you explain the charge management system. Do you think you could
to them? - ANSWER -"The underlying start a review? You reply: - ANSWER -
criterion is the sense of importance to mission." "Sure, I'd start with the Poudre Valley summary in
my textbook from class."
A few days after the systemwide planning retreat
(May-Aug., #4, in exhibit 3.7), a first-line You're an intern at a high-performing HCO with a
manager says to a rounding senior manager, community health mission. Your preceptor says,
"The PIC did not fund any of our OFIs. I don't "We're about to start our annual review process.
think we can improve any scorecard goals next We need to put together the book for the board
year." What is the best response? - retreat. Here's last year's. Look it over. It was
ANSWER -"I'm sorry. Can you and I meet organized into 'Customers/Market,' 'Med Staff
with your manager, to plan what to do?" and Associates,' 'Insurance Trends,' and
'Financials.' I wonder if we can organize it
better?" You think about it and look back at
In midyear, a first-line manager says to a exhibit 3.2. It's clear this isn't an amateur effort,
rounding senior manager, "We're not making a so you'll start with something like, "Last year's
couple of our goals for this year." What is the arrangement was certainly strong. Do you think
best response? - ANSWER -"We can bring we should add a section about..." -
in a team to help you out and make a 90-day ANSWER -"...community health needs?"
plan for recovery. Can you and I meet with your
