Healthcare Operations Management (C429) - PreAssessment (questions and answers)complete

Healthcare Operations Management (C429) - 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 - 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 - 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 - By rounding with the staff 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 - Empowering nurses to use holding areas for patients being admitted 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 - 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 - 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 infighting. Which conflict resolution method should the CEO use to resolve this issue? -Forcing -Win-win-Compromise -Accommodation - 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. Which type of organizational structure will enhance creativity among its workers and managers? -Pyramid -Flattened -Functional -Geographical - 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 - 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 - 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. What will measure success or failure? -Hospital implementation of an electronic survey system -A patient satisfaction survey of hospitals in the local area -The American College of Emergency Physicians' satisfaction survey -The Hospital Consumer Assessment of Healthcare Providers and Systems survey - The Hospital Consumer Assessment of Healthcare Providers and Systems survey A hospital has recently implemented a continuous process improvement to decrease the length of stay for patients in the hospital. The plan will monitor the actual length of stay in comparison to the expected length of stay. What must the hospital use to monitor this process? -Internal validity of the provided data -Conflicting data from different sources -Researcher bias about self-reported data -Patient acuity data to establish the length of stay - Internal validity of the provided dataA community hospital board, consisting of physicians and leadership, reviews performance data for clinical measures. Objectives from the strategic plan are often selected by focusing on under-performing clinical outcome areas, with a specific focus on quality patient care. Which two components, in addition to patients' needs, should be considered? Choose 2 answers -Financial performance -Opportunities for care improvement -Alignment with mission, vision, and values -Management, employee, and volunteer satisfaction - Opportunities for care improvement Alignment with mission, vision, and values The board of a healthcare organization has had mixed success when filling board member vacancies. The board is responsible for ensuring that competent board members are appointed and maintained. Which criterion should be established for selecting new board members? -Ensure personnel are initially properly licensed, and certified per federal, state, and local laws -Aspects of individual character, competence, training, experience, and judgment -Medical staff appointments are prohibited by their bylaws and rules and Regulations -Individuals working for the organization directly or under contract are eligible for appointment - Aspects of individual character, competence, training, experience, and judgmentA small medical center has been placed in a Medicaid Corporate Integrity Agreement for the next two years. Which action will the administration need to undertake to be compliant? -Auditing medical charts -Reviewing personnel records -Hiring a team of litigation lawyers -Conducting board member chart reviews - Auditing medical charts The charge nurse of an intensive care unit has identified communication issues within the department. The nurse asks her supervisor for help with resolving the communication issues. Which strategy should the nurse's supervisor use to support the nurse's development? -Rounding -Mentoring -Networking -Collaboration - Mentoring The chief financial officer of a hospital has asked the finance manager to ensure charge-master compliance. This is a new task for the finance manager and professional development is being sought. Which development activity is suitable for this situation? -Participating in round-table discussions -Studying professional journals -Attending a continuing education seminar -Becoming a member of professional associations - Attending a continuing education seminarAn assistant financial manager wants to transition to operations but lacks supervisory experience in that area. How can the organization support professional development for this manager? -By holding monthly meetings to discuss goals -By establishing a mentoring relationship to share knowledge -By letting the employee develop a roadmap to a leadership position -By identifying opportunities to expand the employee's professional network. -By establishing a mentoring relationship to share knowledge The team leader of a nursing department has recognized the need to encourage professional development among the certified nursing assistants (CNAs). The majority of CNAs want to move up the ladder; however, the CNAs have become complacent and the team leader needs to be able to better assist them. Who should the team leader ask to fully advise the CNAs on the necessary steps of their career path? -The chief medical officer -A nursing professional assistant -A nursing school admissions officer -A nursing professional development specialist - A nursing professional development specialist A physician wants to be prepared for the chief medical officer position. Which two professional development activities will assist the physician in achieving this goal?Choose 2 answers -Obtaining board certification -Engaging in lifelong learning -Shadowing the incumbent leader -Attending a professional workshop - Shadowing the incumbent leader Attending a professional workshop The health information management director belongs to a professional association that wants to complete professional development training to learn more about the ICD-10 coding system. Which activity should be utilized to learn more about this system? -Mentoring -Attending workshops -Shadowing staff members -Reading professional articles - Attending workshops A financial services manager needs leadership professional development to increase revenue cycle performance. Which professional development activity will benefit this manager? -Peer collaboration -Breakout sessions -Focus group meetings -Round table discussions - Peer collaborationA lab director of a large clinic wants to receive training on how to implement new regulations. Which type of development activity is appropriate for this director? -Participating in self-study -Reading a peer review journal -Attending a networking session -Attending an association conference - Attending an association conference A radiology director is creating a new process to handle images that are received from outside facilities. The director wants to seek professional development to ensure stakeholder feedback and engagement will be successful with this new process. Which professional development technique should the director utilize to help get the desired outcome? -Peer synergy -Peer collaboration -Leadership touring -Leadership committee - Peer collaboration A recently constructed community hospital plans to open in two weeks. The chief nursing officer (CNO) is informed that the last several mock drills have revealed slow response times in unit admissions and lack of coordination of efforts among staff members. What should the CNO do to improve this performance? -Appoint an individual to analyze the data derived from the mock drills -Participate in the mock drills and debrief the staff to isolate the issues-Hire an external consultant to make recommendations for improvement -Pay employees overtime to run and monitor the results of the mock drills - Participate in the mock drills and debrief the staff to isolate the issues A recently constructed community hospital will open in two weeks. The chief nursing officer (CNO) is informed that several department members are getting distracted from work tasks by arguments about whether or not they should unionize. What should the CNO do to promote a sense of teamwork among employees? -Meet with employees to better understand their concerns -Request that employees put the needs of the hospital first -Ask employees if they plan to unionize before the hospital opens -Warn employees that unionizing can mar the new hospital's image - Meet with employees to better understand their concerns A rural hospital has just hired a new chief nursing officer (CNO). During the first 90 days of employment, the CNO is given a goal to reduce the use of employee overtime by 60%. The CNO has five open positions and there are several employees requesting time off. What is an appropriate option the CNO can pursue to achieve this goal? -Asking for a volunteer to coordinate scheduling for the next 30 days. -Asking the employees to accept a new policy of no time-off approval for anyone for the next 30 days.-Asking that employees work together to ensure coverage for the units and accommodation of time off requests. -Asking the employees to volunteer to work extra hours without being paid overtime in order to keep the budget stable. - Asking that employees work together to ensure coverage for the units and accommodation of time off requests. The chief nursing officer (CNO) of a critical access hospital is concerned with lack of coordination between volunteer ambulance services (VAS) of the various towns in the area and the time of the emergency department triage once the patient arrives. Which method can the CNO use to reduce inter-professional rivalries? -Require VAS members to attend ED meetings -Develop a standardized symptom checklist to be handed to ED -Instruct the ED and VAS to shadow each other to improve functionality -Recommend the hospital foundation to fund equipment of needy VAS's - Instruct the ED and VAS to shadow each other to improve functionality During orientation for newly hired physicians to its new OB-GYN center, the administrator of the hospital explains about Hospital Consumer Assessment of Healthcare Provider and Systems (HCAHPS). This system is the standard measurement of patient satisfaction. Which soft skill does this system measure for physicians? -Empathy -Timeliness -Communication-Responsiveness - Communication A hospital administrator is adding hospitalists as a new service line. These new physicians must be integrated into the culture of measuring performance as well as sharing personal performance measures with other hospitalists. Which data should be shared to measure performance? -Hospitalist physician database results -National Practitioner Database results -CMS physician performance measures -Individual physician performance measures - Individual physician performance measures The administrator has decided to start a new service line of hospitalists and wants to recruit them with a salary that includes base pay and incentives. The incentives will be directly linked to performance measures. Which two measures should be used? Choose 2 answers -Length of patient stay -Completion of documentation -Readmissions within 30 days -Duration of bedside interaction - Length of patient stay Re-admissions within 30 days A hospital administrator is charged with expanding services to a rural community. The administrator knows that the area has high a turnover rate for medical staff and is therefore searching for a way to retain new primary care physicians.Which strategy should the administrator use? -Integrate the new staff member's family into the community -Allow them to choose their own benefits -Offer an annual urban outing for the family -Track recruitment efforts used by other hospitals - Integrate the new staff member's family into the community A nurse manager is struggling to motivate the team to achieve the performance measures assigned by the chief nursing officer (CNO) through the performance management system. The CNO wants to both increase team motivation as well as foster an environment of accountability. What should this nurse manager tell the team? -Additional staffing may be denied until the issue is resolved. -Noncompliance will be documented on performance appraisals. -This situation is an opportunity for the department to impress the CNO. -The nurse manager will round with the nursing staff to provide mentoring. - The nurse manager will round with the nursing staff to provide mentoring. Patient satisfaction scores are low for a large hospital in the downtown area of a large city. Written comments on the survey forms focus predominately on patients being given incomplete answers to medical questions by nurses and personal privacy issues regarding usage of restrooms.What can the healthcare administrator provide to assist nurses in this situation? -Education on time management -Reevaluation of the job descriptions -Training on patient room assignments -Reeducation for staff on bedside manners - Reeducation for staff on bedside manners A hospital administrator received low nursing performance data derived from patient satisfaction surveys and wants to improve these scores. Which goals should be used? -Unit-specific goals -Individualized goals -Hospital-wide goals -Cross-functional goals - Unit-specific goals A community hospital's lab has lost its certification by to mistyping patients' blood types and subsequently mismatching blood type transfusions. Which action should the hospital's leadership team accomplish first? -Fire the lab director -Hire external consultants -Develop corrective actions -Meet with the state certification board - Develop corrective actions A hospital has been cited for poor sanitary conditions. The leadership team increases the number of housekeeping staff to promote positive patient outcomes.Which result can be expected? -Lower room turnover rate -Lower clinical overtime levels -Lower level of patient satisfaction -Lower likelihood of a nosocomial infection - Lower likelihood of a nosocomial infection A local medical center is trying to address complaints associated with the food service department. The director decides to hire a new support staff as part of the improvement plan. Which positive outcome will likely occur? -More variety in the menu -Improved delivery of meals -Increased sensitivity to dietary allergies -Additional vegetables added to the menu - Improved delivery of meals A not-for-profit community health clinic needs to plan its staffing needs for two years in the future to accommodate the growing population. Which analytical approach should be used to support this goal? -Survey feedback -Forecasting data -Benchmarking data -Focus group feedback - Forecasting data A public healthcare organization wants to improve clinical care performance.Which two stakeholders are to this improvement? Choose 2 answers -Employees -Ombudsman -General practitioners -Community volunteers -Employees General practitioners A medical center wants to implement a new community health initiative. The administrator is especially concerned with determining the future needs of potential patients. Which strategic method should be used? -Flow charts -Financial auditing -Demand forecasting -Organizational goals - Demand forecasting A small urban hospital has been having difficulties scheduling nurses. In this area of the country, there is a shortage of nurses with experience. Additionally, the nurses who have been at the hospital the longest have specific schedule requests. How should an administrator address this issue? -Utilize a random scheduling structure -Automate the nurse scheduling process -Rely on a Meta-Heuristic scheduling approach-Implement a granular scheduling computing system - Automate the nurse scheduling process A chief nursing officer (CNO) is going to retire in 18 months. The hospital needs to replace the outgoing CNO. Which solution will address this need? -Create a strategic plan for the organization -Create a succession plan for the organization -Develop a mentor plan so other nursing staff can fill this role -Develop training so other nursing staff can step into this role - Create a succession plan for the organization A hospital was found to be out of compliance with Health Insurance Portability and Accountability Act (HIPAA). The hospital must ensure that the new staff have been trained on this hospital policy and can demonstrate competency. What should the organization do to meet this need? -Send an e-mail to new hires -Provide new hires just-in-time training -Have new hires sign the orientation handbook -Conduct computer-based training for new hires - Conduct computer-based training for new hires An administrator wants to implement a new nursing schedule format. The change must provide the best scheduling option at the lowest possible risk and cost.How can the administrator meet this need? -Follow fixed-scheduling -Utilize demand forecasting -Apply a granular computer program -Implement randomization techniques - Utilize demand forecasting A hospital IT department generates a test run of Stage 2 Meaningful Use Attestation Reports which show that several areas need attention to be successful. The hospital administration wants to bring in a Meaningful Use consultant to achieve this goal. Which two strategies should leadership use to justify bringing in a consultant? Choose 2 answers -Analyze data -Survey the organization -Complete benchmarking -Review organizational factors -Check epidemiological planning - Analyze data Review organizational factors A hospital wants to compare performance internally and against a competing hospital. The leadership team wants to use a consultant to better understand how to focus resources. The team hopes to make significant gains in performance and patient care quality. Which measure supports the use of the consultant? -Predictive analytics-Population health metrics -Healthcare benchmarking -Clinical decision support systems - Healthcare bench-marking A community hospital wants to determine why the average length of stay and overall outcomes are poor for its mental health unit. Which two decision-making strategies should be used to support hiring a consultant in this situation? Choose 2 answers -Conduct data analysis -Conduct a market analysis -Analyze epidemiology results -Analyze benchmarking results - Conduct data analysis Analyze bench-marking results A local hospital wants to compare its performance with another hospital to continue demonstrating superior performance. The executive team has decided to seek the help of an internal consultant who is familiar with the projected growth in the area. Which types of data should leadership use to justify bringing in a consultant? -Bench-marking of operations, utilization and finance data, and readmission -Statistical analysis of operations, utilization data, and quality and process of care data -Statistical analysis of local population, patient satisfaction, operations, and utilization and finance data-Bench-marking of quality and process of care data, patient satisfaction, operations, and utilization and finance data - Bench-marking of quality and process of care data, patient satisfaction, operations, and utilization and finance data Legionella was discovered in the water supply of a major metropolitan hospital. After testing was performed by an environmental agency, the contamination was isolated to a non-surgical wing of the hospital. What should be the initial corrective action? -Determine the source of the bacteria -Relocate patients to another part of the hospital -Report the incident to the public health department -Continue to treat patients while the water system is treated - Relocate patients to another part of the hospital During a patient safety risk assessment, the director of risk management notes that the hallway was obstructed by many objects. The director is concerned that the required eight feet of hallway clearance has been violated. Which item is considered a permanent exception to this requirement? -Crash carts -Isolation carts -Computer carts -Housekeeping carts - Crash carts A community hospital inaccurately blood types a patient who undergoes a transfusion. The transfusion caused serious reaction in the patient. The corrective action plan calls for additional training on blood typing. Which future corrective action would reduce this problem?-Written testing -Calibration testing -Proficiency testing -Evidence based testing - Proficiency testing A hospital is facing the decision to close its obstetrical department because of its failure to pass a recent unanticipated Occupational Safety and Health Administration (OSHA) inspection caused by an anonymous patient call to OSHA. Which action will lead to improved clinical performance? -Explore the financial impact -Develop a corrective action plan -Try to identify the anonymous patient -Share the OSHA results with the staff - Develop a corrective action plan A local hospital in a rural, residential neighborhood has experienced falling revenues. A nearby teaching hospital, associated with a university, seeks to establish a cancer care center in the local hospital. The local hospital desires to market the teaching hospital's name on the new cancer center. What effective branding strategy is being used in this scenario? -Re-seller -Co-branding -Multi-product -Mixed strategy - Co-branding As a result of its year-long marketing campaign, a low-performing hospital has experienced an increase in the number of female and ethnic minority patients.Which marketing element is responsible for this increase? -Survey -Branding -Measurement -Segmentation - Segmentation A low-performing hospital wants to improve the image of the hospital by hiring a well-known celebrity to endorse its services. Which marketing strategy is this hospital considering? -Branding -Placement -Segmentation -Process improvement - Branding The marketing department has developed a marketing plan to determine the benefits to the hospital's external stakeholders. The marketing team has decided to gather information to assess the current environment. Which technique should be used to gather this information? -Complaint line -Online surveys -Sentinel events -Suggestion box - Online surveysA low performing women's center is not typically a large money maker and relies heavily on volume to remain financially viable. The focus of the center is breast cancer detection. Which two advertising strategies should be used? Choose 2 answers -Increased resolution imaging machines -Improved survival rate from early detection -Increased discounts for patients with a specific insurance -Improved services for the millennial age group - Increased resolution imaging machines Improved survival rate from early detection A low performing public hospital chain is developing a city-by-city marketing strategy. The marketing department needs to consider the relevant traits for each city. Which relevant trait should be considered? -Age of the population -Tax base of the municipality -Zoning laws of the municipality -Political affiliation of the population - Age of the population A hospital has opened a new urgent care clinic and wants to target the correct market. What must the hospital marketing manager do first? -Identify the product-Determine the place -Identify the customer -Determine the advertising - Identify the customer A hospital's chief executive officer asks for the marketing manager's input on realigning divisions to provide a comprehensive marketing strategy along a clear line and mix of products. The marketing manager recommends that obstetrics, neo-natal care, and gynecology product services be placed under the Infant and Maternal Health Line of Services. Which product brand strategy is the marketing manager recommending with this product mix? -Grouping by services -Grouping by specialty -Grouping by convenience -Grouping by shopping good - Grouping by specialty The hospital displays the wait times for its own emergency room on interactive local billboards in order to sway customers to use its emergency room. How will this marketing strategy initially affect the customer's decision-making process? -It will encourage the customer to seek information -It will cause the customer to be aware of the brand -It will lead the customer to perform an internal search -It will encourage the customer to conduct an alternate evaluation - It will cause the customer to be aware of the brand A hospital believes in putting its customers ahead of everything else. The marketing manager wishes to build a campaign upon customer satisfaction. Which strategy should the manager use to highlight this concept?-Product value -Selective strategy -Patient testimonials -Market segmentation - Patient testimonials A hospital has decided to acquire practices throughout its primary and secondary service area. As it acquires each practice, it allows each group to retain the name of the group. However, under the practice's name, it places the name of the health system. Which type of branding is being used in this situation? -Co-branding -Multi-branding -Mixed branding -Multi-product branding - Co-branding A community hospital serves a diverse population. The market manager decides to hold free blood pressure screening services within a rural part of the community. Which type of market segmentation does this represent? -Age -Gender -Ethnicity -Geography - Geography