NAHQ CPHQ UPDATED PAPER SET QUESTIONS
AND ANSWERS SURE A+
✔✔Equity Theory - ✔✔a theory that states that people will be motivated when they
perceive that they are being treated fairly
Acknowledge different performance levels with different levels of rewards
Periodically check employees perceptions about their own input and outcomes as well
as those of others
Know what outcomes are desirable and tie those to performance in a timely manner
✔✔procedural justice - ✔✔Theory of motivation that focused on fairness with respect to
processes or procedures used to allocate outcomes
Following conditions:
Employees have input into how decisions are made; opportunity for performance errors
to be corrected; rules and policies for allocation of outcomes are applied consistently;
decisions are made in an unbiased manner
✔✔7 fundamental steps of a reward system - ✔✔
✔✔2 strategies to achieve healthcare quality - ✔✔Total quality management
Continuous quality and performance improvement
✔✔Healthcare quality - ✔✔The extent to which health serviced provided to individuals
and patient populations improve desired health outcomes
✔✔Quality Circles (QC) - ✔✔Involve employee participation in decision making and
problem solving to improve the quality of work
✔✔Deming - ✔✔Philosopher of quality and the learning organization
, ✔✔85/15 theory - ✔✔Deming said that 85% of problems detected are process or
system related and 15% are traceable to individuals
✔✔Patients experience harm bc of 3 types of quality issues - ✔✔Underuse, overuse,
misuse
✔✔IOM report To Err is Human - ✔✔Showed the direct relationship btwn quality of care
and patient outcomes
Suggested an agenda for "crossing the chasm" by changing the healthcare delivery
system
✔✔6 aims for improvement - ✔✔safe, effective, patient-centered, timely, efficient,
equitable
Patient values should guide all clinical decisions
Care should be provided to avoid waste
✔✔Keys to all QPI activities for quality of care outcomes - ✔✔Collection of meaningful
data and the communication of useful information
✔✔7 step strategy/concepts for the Interpretation and use of quality of care Information
- ✔✔1. Planning and organizing for data collection, interpretation and use
2. Verifying and correcting data
3. Identifying and presenting potentially important findings
4. Continuing to study and develop recommendations for change
5. Taking action
6. Monitoring performance
7. Communicating results
Communication is an integral component of each step
✔✔3 barriers to interpretation and use of information - ✔✔Human factors - fear of the
data, resentment of external data, unrealistic expectations about data, lack of training
related to planning, organizing and analyzing data
Statistical factors - flawed data, untimely data, poorly displayed data and data difficult to
integrate with other organizational data
organizational factors - data overload, a poor data retrieval system, lack of resources
(time, people, money), poor relationships among administration, physicians and staff
✔✔Final products of every QPI project - ✔✔High level presentation to discuss in
meetings for overall findings and outlined suggestions for improvement
AND ANSWERS SURE A+
✔✔Equity Theory - ✔✔a theory that states that people will be motivated when they
perceive that they are being treated fairly
Acknowledge different performance levels with different levels of rewards
Periodically check employees perceptions about their own input and outcomes as well
as those of others
Know what outcomes are desirable and tie those to performance in a timely manner
✔✔procedural justice - ✔✔Theory of motivation that focused on fairness with respect to
processes or procedures used to allocate outcomes
Following conditions:
Employees have input into how decisions are made; opportunity for performance errors
to be corrected; rules and policies for allocation of outcomes are applied consistently;
decisions are made in an unbiased manner
✔✔7 fundamental steps of a reward system - ✔✔
✔✔2 strategies to achieve healthcare quality - ✔✔Total quality management
Continuous quality and performance improvement
✔✔Healthcare quality - ✔✔The extent to which health serviced provided to individuals
and patient populations improve desired health outcomes
✔✔Quality Circles (QC) - ✔✔Involve employee participation in decision making and
problem solving to improve the quality of work
✔✔Deming - ✔✔Philosopher of quality and the learning organization
, ✔✔85/15 theory - ✔✔Deming said that 85% of problems detected are process or
system related and 15% are traceable to individuals
✔✔Patients experience harm bc of 3 types of quality issues - ✔✔Underuse, overuse,
misuse
✔✔IOM report To Err is Human - ✔✔Showed the direct relationship btwn quality of care
and patient outcomes
Suggested an agenda for "crossing the chasm" by changing the healthcare delivery
system
✔✔6 aims for improvement - ✔✔safe, effective, patient-centered, timely, efficient,
equitable
Patient values should guide all clinical decisions
Care should be provided to avoid waste
✔✔Keys to all QPI activities for quality of care outcomes - ✔✔Collection of meaningful
data and the communication of useful information
✔✔7 step strategy/concepts for the Interpretation and use of quality of care Information
- ✔✔1. Planning and organizing for data collection, interpretation and use
2. Verifying and correcting data
3. Identifying and presenting potentially important findings
4. Continuing to study and develop recommendations for change
5. Taking action
6. Monitoring performance
7. Communicating results
Communication is an integral component of each step
✔✔3 barriers to interpretation and use of information - ✔✔Human factors - fear of the
data, resentment of external data, unrealistic expectations about data, lack of training
related to planning, organizing and analyzing data
Statistical factors - flawed data, untimely data, poorly displayed data and data difficult to
integrate with other organizational data
organizational factors - data overload, a poor data retrieval system, lack of resources
(time, people, money), poor relationships among administration, physicians and staff
✔✔Final products of every QPI project - ✔✔High level presentation to discuss in
meetings for overall findings and outlined suggestions for improvement
