C 429 HEALTHCARE OPERATIONS MANAGEMENT WGU EXAM 180 REAL EXAM QUESTIONS AND ANSWERS COMPLETE VERSION

C 429 HEALTHCARE OPERATIONS MANAGEMENT WGU EXAM 180 REAL EXAM QUESTIONS AND ANSWERS COMPLETE VERSION 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 --ANSWER-- 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 --ANSWER-- Developing a corrective action planThe 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 --ANSWER-- 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 --ANSWER-- 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 --ANSWER-- 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 --ANSWER-- 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 --ANSWER-- 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 --ANSWER-- 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 – -ANSWER-- 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 --ANSWER-- 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 - -ANSWER-- 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 --ANSWER-- Internal validity of the provided data A 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 --ANSWER-- 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 --ANSWER-- Aspects of individual character, competence, training, experience, and judgment A 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 --ANSWER-- 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 --ANSWER-- 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 --ANSWER-- Attending a continuing education seminar An 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. -- ANSWER-- 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 --ANSWER-- 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 --ANSWER-- 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 --ANSWER-- 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 --ANSWER-- Peer collaboration A 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 --ANSWER-- 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 --ANSWER-- 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 -- ANSWER-- 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 --ANSWER-- 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. --ANSWER-- 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 -- ANSWER-- 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 --ANSWER-- 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 --ANSWER-- 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 --ANSWER-- 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 --ANSWER-- 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. -- ANSWER-- 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 --ANSWER-- 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 --ANSWER-- 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 --ANSWER-- 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 --ANSWER-- 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 --ANSWER-- 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 --ANSWER-- 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 --ANSWER-- Employees General practitionersA 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 --ANSWER-- 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 --ANSWER-- 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 --ANSWER-- 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 --ANSWER-- Conduct computerbased 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 --ANSWER-- 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 --ANSWER-- 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 --ANSWER-- 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 --ANSWER-- 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 --ANSWER-- Bench-marking ofquality 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 --ANSWER-- 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 --ANSWER-- 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 --ANSWER-- 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 --ANSWER-- 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 --ANSWER-- 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 --ANSWER-- 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 --ANSWER-- BrandingThe 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 --ANSWER-- Online surveys A 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 --ANSWER-- 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 --ANSWER-- Age of the populationA 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 --ANSWER-- 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, neonatal 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 --ANSWER-- 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 --ANSWER-- 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 --ANSWER-- 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 --ANSWER-- 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 --ANSWER—Geography Supply-side rationing is used by universal healthcare, HMO's and ACO's to cut down on A) Duplication of Effort B) Access to specialists C) Decrease provider communication D) Cost -CORRECT ANSWER-- C An ACO (Accountable Care Organization) earns additional money by: A) Setting a flexible fee schedule B) Getting a share of money it saves MedicareC) Producing better patient results D) Both C & B -CORRECT ANSWER-- D All Americans have the right to under the Affordable Healthcare Act. A) Basic Care B) Purchase Care C) Low Cost Medications D) None of the Above -CORRECT ANSWER-- B The U.S. Healthcare System is faced with a serious shortage of A) Specialists B) Primary Care Physicians C) Out Patient Surgical Centers D) All of the Above -CORRECT ANSWER-- b Which is not a type of universal care utilized in Europe? A) National Health System B) National HMO C) National Health Insurance D) Socialized Health Insurance System -CORRECT ANSWER-- B What is not a reason for physician resistance to Evidence Based Practices? A) Too simple B) Too Complex C) Bias D) Not cost effective -CORRECT ANSWER-- D Racial and cultural sensitivity is important to healthcare recruitment due to: A) Affirmative action plans B) Population shifting to non-white majority C) The number of people entering the country of treatment D) None of the Above -CORRECT ANSWER-- B The IHR (International Health Regulations) is a binding legal agreement to:A) Respect international borders B) Prevent and respond to acute international health risks C) Population Control D) All the Above -CORRECT ANSWER-- b Cost control requires all but A) Supply-Side Rationing B) Limit Reimbursement to Providers C) Greater Access to Specialist D) Management of Utilization -CORRECT ANSWER-- c Holistic Medicine strives to A) Lower Health Cost B) Treat the whole Person C) Use alternative medicine D) None of the above -CORRECT ANSWER-- b Health care organizations play an important role in population health. Given the current directions in health service delivery, which of the following is the most important role for a health care organization to play? a) developing secondary prevention clinics in collaboration with community agencies and disease-related organizations b) developing primary prevention programs for the community in conjunction with community agencies c) facilitating the community development approach to managing the determinants of health for specific high risk populations in the community d) none of the above -CORRECT ANSWER-- b Which of the following statements is the most important consideration in developing an effective media relations program for a health service organization? a) identify clear objectives for a media relations program and ensure they are communicated to everyone concerned b) invite the media to an open house at your organization c) maintain regular communication with the media on topical issues d) advise members of the media regarding their role at the organization - CORRECT ANSWER-- aYou are the newly appointed CEO of a health care organization, In the first few weeks in your new position, you are concerned by the lack of consistent understanding of the organization's strategy on the part of your executives. Some have even commented that "it doesn't seem to make any difference anyway...people do what they've always done and feel they need to do." You have discovered that, while there is a strategic plan for your organization,, there is no formal planning process and the setting of the strategic directions was historically the pursue of the past CEO and the VP Finance. You would like to create a formal strategic planning process that is more inclusive, and is a meaningful guide to the actions of your executives and their staff. At what stage of the strategic planning process should you involve your executives? a) the strategy formation stage, where the initial ideas around what the strategy should be are developed b) after the point of receiving approval to develop your strategy further from your Board c) the strategy implementation stage, where you present your strategy and seek assistance in implementing it d) the strategy evaluation stage, where you formulate the strategy, put it in place, and call upon your executives six months later to comment on its effectiveness - CORRECT ANSWER-- a There are several activities which are essential to effective strategic planning. They include: 1) CEO defined vision, mission and values 2) defined roles and responsibilities 3) adequate consultation, discussion, and feedback 4) indicators that will be measured and monitored a) 1, 2, and 3 b) 1, 2, and 4 c) 2, 3, and 4 d) all of the above -CORRECT ANSWER-- c A.5 Many program evaluation systems have focused on program outputs (goods and services), but there has been a definite shift towards recognizing the need to evaluate program outcomes (the impact of a service on clients).Which of the following are program outcomes? 1. to discharge 85 percent of patients after four days 2. to increase the number of patients seen weekly from 70 to 100 3. to increase patients' knowledge of how to minimize lower back pain 4. to increase exercise tolerance of cardiac patients a) 1,2 and 3 b) 3 & 4 c) 1 & 2 d) 2, 3, and 4 -CORRECT ANSWER-- b Emotional self-awareness involves: 1. recognizing one's emotions and their impact on others; 2. assessing one's emotional strengths; 3. striving to understand one's emotional triggers; 4. leveraging negative feelings to drive motivation and action. a) 1 and 2; b) 1, 2, 3; c) 1, 3, 4; d) 1, 2, 4 -CORRECT ANSWER-- b A health care leader who navigates socio-political environments does the following: 1. collaborates to address emerging issues; 2. forms partnerships to achieve positive outcomes for all stakeholders; 3. anticipates situations in which concensus is not attainable to resolve matters between conflicting parties; 4. rejects public-private partnerships in order to avoid conflict among stakeholders. a) 1, 2, 3; b) 2, 3, 4; c) 1, 3, 4; d) 1, 2, 4 -CORRECT ANSWER-- a What is marketing mix? A. Product/service, price, promotion and place.B. Television, radio, print and electronic media. C. Demographic population. D. Budget, plan, mission and vision. -CORRECT ANSWER-- a Who is a stakeholder in the medical practice? A. Only people who own stock in the medical practice. B. Anyone who is affected by the medical practice. C. Patients, employees and owners of the medical practice. D. Only an owner or employee of the medical practice. -CORRECT ANSWER-- b An employee physician is MOST strongly motivated to remain with a group when he or she feels: A. Gratitude toward the group. B. Obligated to the group. C. Fear of finding a comparable position. D. Invested in the group. -CORRECT ANSWER-- d Which of the following is NOT considered in determining the staffing ratio for an ambulatory setting? A. Square footage per FTE employee. B. Ability and skill level of staff. C. Volume of patients. D. Complexity of patients. -CORRECT ANSWER-- a What is the term used for a job duty that is important to your company's operations, is performed frequently and cannot be assigned or performed in another way? A. Critical. B. Marginal. C. Mandatory. D. Essential. -CORRECT ANSWER-- d Which of the following is a benefit of an effective training and development program?A. Monitoring processes becomes unnecessary. B. Employee retention increases. C. Organizational goals are redefined. D. Employees are not paid for training time. -CORRECT ANSWER-- b Which of the following are key characteristics of mentoring within a medical practice? A. Relationship with a senior leader designed to impart culture, values and strategic priorities. B. Relationship with a senior leader who is practical and goal-focused. C. Discussion with a senior leader about your barriers to achievement. D. Discussion with a senior leader to inform you about job opportunities - CORRECT ANSWER-- a Which of the strategies listed below are applicable to networking? A. Delegating tasks whenever possible. B. Subscribing to trade publications. C. Periodic self assessments. D. Attending local, regional or national conferences. -CORRECT ANSWER-- d The roles and responsibilities of the board of directors for a medical practice is delineated in which legal document? A. Articles of incorporation. B. Employment agreement. C. Executive committee minutes. D. Corporate bylaws. -CORRECT ANSWER-- d Which of the following is the best indicator of corporate culture in a medical practice? A. The actions of medical providers and staff. B. Patient satisfaction surveys. C. The medical practice's mission statement. D. Commitment to quality patient care. -CORRECT ANSWER-- a What does a mission statement define?A. The organization's future image. B. The organization's unique and distinctive purpose. C. The type of business the organization intends to pursue. D. The organization's beliefs and culture -CORRECT ANSWER-- b What is the main purpose of a strategic plan? A. For external customers and suppliers. B. To develop long-term objectives and strategies. C. To identify short-term business needs and desires. D. To evaluate operating efficiency and effectiveness -CORRECT ANSWER-- b Which of the following competencies is necessary for effective physician leadership? A. Excellent clinical skills and an interest in administration. B. Desire to cut back on clinical duties. C. Empowering others to accomplish goals. D. Popularity with the medical group. -CORRECT ANSWER-- c Which of the following is the LEAST important factor in an effective physician/administrator leadership team? A. The team's long-term relationship. B. Teamwork. C. Shared common goals. D. Strong communication skills. -CORRECT ANSWER-- a Which of the following personality styles best fits in a team player environment? A. Facilitating. B. Analytical. C. Expressive. D. Controlling. -CORRECT ANSWER-- a Which of the following would NOT be an appropriate role for a chief medical officer? A. Effectively communicate medical staff issues.B. Facilitate resolution of conflict between medical providers and administrative staff. C. Act as the practice's chief executive officer. D. Review medical outcome data and present it to the board. -CORRECT ANSWER-- c Which of the following provides an example of how an administrative system can improve the quality of clinical outcomes? A. Reminding diabetic patients to schedule eye exams. B. Asking a nurse to call diabetic patients and ask about their health. C. Researching potential complications of diabetes on the Internet. D. Referring diabetic patients to an ophthalmologist. -CORRECT ANSWER-- a On what would an outcomes management database primarily focus? A. Reduction of costs for all stakeholders. B. Effectiveness of clinical data collection and analysis. C. Accurate tracking of cost savings and their equitable distribution. D. Effectiveness of clinical practice and the consumption of resources. - CORRECT ANSWER-- d Which of the following legal terms requires a provider to explain the risks, benefits and alternatives connected with a procedure? A. Informed consent. B. Breach of confidentiality. C. Standard of care. D. Imputed liability. -CORRECT ANSWER-- a Which of the following is NOT a good way to educate patients about researching medical information on the Internet? A. Providing a list of preferred websites. B. Rejecting information obtained by the patient unless it comes from a source that the physician trusts. C. Counseling the patient about the potential risk of unsupervised chat room data. D. Listening to patient concerns and evaluating the value of information provided by unfamiliar or questionable sites. -CORRECT ANSWER-- bWhich of the following increases patient compliance with physicians' directives? A. Repetitive visits to check for compliance. B. Written and visual (if applicable) instruction to the patient. C. Verbal instructions from the nurse. D. Self-learning materials picked up by the patient from an information kiosk. - CORRECT ANSWER-- b Which of the following would be a potential business-to-business target market for a medical practice? A. Referring physicians. B. Pharmaceutical representatives. C. The local radio station. D. The local bank manager. -CORRECT ANSWER-- a What is the primary goal of quality improvement in a medical practice? A. To reduce errors and improve patient care. B. To gain efficiency. C. To increase profitability. D. To reduce error and streamline business tasks. -CORRECT ANSWER-- a Which of the following is the most important when developing a continuous quality improvement program? A. Frequently re-evaluating options. B. Turning to outside sources for help. C. Involving management. D. Developing a strong customer focus. -CORRECT ANSWER-- a Which of the following is NOT a component of a good patient satisfaction program? A. Displaying cooperation, professionalism and pride in the job. B. Soliciting periodic feedback from patients. C. Showing respect and courtesy in every encounter.D. Personally acting on every survey response. -CORRECT ANSWER-- d What does a benchmarking tool help organizations identify? A. Performance issues requiring disciplinary actions. B. Areas of fraud and abuse. C. Data for research projects. D. Areas of performance variation. -CORRECT ANSWER-- d Licensing guidelines for clinical personnel are governed by which of the following? A. Local government. B. Federal government. C. State government. D. Professional associations. -CORRECT ANSWER-- c A member of the community has asked your opinion about legislation removing nutritional counselling for diabetes from being covered by your provincial health plan. Your best response would be: 1. Governments have to make tough decisions in order to reduce deficits. 2. Public policies such as these are good examples of how money and resources flow through society and can negatively impact the health of the population. 3. If more money is spent of recreation and leisure programs in the schools, less money would be needed to counsel obese populations who are prone to diabetes 4. People need to learn how to live a healthy lifestyle in order to ensure resources aren't spent unnecessarily. a. 1 & 2 b. 2 c. 3 d. 4 -CORRECT ANSWER-- b You are the CEO of a healthcare organization, and a staff physicain has informed you that a nearby hospital is interested in transferring a program with some funds to your organization. He suggests you quickly seize the opportunity. What should you do in this situation? a. Convene a meeting of key medical and senior management from your organization to discuss the issueb. Request that the physician approach the medical staff at the other hospital to obtain additional information on the program c. Ascertain whether the medical director of the program that may be transferred is interested in moving to your hospital d. Find out from the hospital CEO whether the program in question is a candidate for transfer -CORRECT ANSWER-- d What is the first step in conducting a performance review? a. Comparing the employee's skills against the job description. b. Reviewing the performance objectives or expectations for the job. c. Checking the progress of the employee's work. d. Consulting the previous year's performance results. -CORRECT ANSWER-- b As a new CEO, you have become aware of poor morale among staff and an attitude of indifference toward the patients. Which of the following actions would you initiate immediately? a. Arrange general staff sessions to hear their concerns and provide them with your management philosophy. b. Hire a consultant to assess staff morale. c. Have the staff development department offer sessions to all staff on how to communicate with the clients and their families. d. Meet with senior staff to hear their ideas about the reasons for the morale and attitude problem. -CORRECT ANSWER-- d Mr. Strong is an 88-year-old resident in the long-term care unit of your hospital. He is frail, confused and cries out constantly for his family. One son visits him once a month, only long enough to pick up the monthly dividend cheques. No lawyer or accountant seems to be involved, but there is always adequate money in his account to cover extra monthly costs for semi-private accommodation. The nursing staff are annoyed with the family's lack of concern and are exhausted by the constant demands of the patient. The rehabilitation staff feel he would respond to therapy if motivated. The social worker has given up on the family and wants him transferred to a private nursing home. The physician expresses no viewpoint and provides routine care. To preserve the quality of life of the resident, what action would you take first? To preserve the quality of life of the resident, what action would you take first? a. Obtain family support.b. Arrange for a volunteer to visit the resident on a regular basis. c. Arrange for a case conference. d. Urge the physician to take greater responsibility for the case. -CORRECT ANSWER-- c As the CEO of a 200-bed hospital, you have recently received independent verbal complaints from several members of your medical and nursing staff regarding medical competency and personality issues with a particular physician. The nurses feel that the physician cannot adequately manage emergency patients and they recommend that his privileges be immediately suspended. The medical staff members have informally discussed this physician for some time, but have taken no definitive action. You review the physician's file and all relevant committee minutes and you find nothing in writing concerning the verbally reported difficulties. You request that the appropriate medical staff committee review a sufficient number of the physician's past emergency records and ask the committee to make a recommendation on the basis of these records. What is the best action you can take to identify similar problems in the future? a. Develop a database system and use it to review the care provided by each physician b. Have a representative sample of this physician's cases reviewed on a regular basis c. Summarize the problems that occur with each physician at the time of reappointment d. Have all of this physician's emergency cases reviewed for the next six months - CORRECT ANSWER-- a An event has occurred in your organization that may be cause for legal action. No legal action has been taken to date, but there is a concern that action might be taken soon. What is the CEO's first responsibility? a. apprise the organization's legal adviser of the situation b. ensure documentation is complete and sound c. call the client's family to assure them that the situation is under control d. call in the coroner and/or police -CORRECT ANSWER-- b What is not true of the healthcare profession? A) Most work in hospitals B) One of the most highly educatedC) Largest U.S. Employer D) Need is expected to keep increasing -CORRECT ANSWER-- a 2) Evidence Based Care uses to improve quality of care. A) Scientific research and proven peer reviewed results B) Theoretical Models C) Administrative Oversight D) None of the above -CORRECT ANSWER-- a Rural areas tend to suffer from less governmental subsidies and less access to care this will not cause which of the following? A) Delays in testing B) Delays in treatment C) Longer Life spans D) Less services offered -CORRECT ANSWER-- c Allied Health Professional Technologist differ from technicians in there level of training and their ability to . A) Teach classes B) Evaluate the appropriateness of treatment C) Treat patients independently of Physician orders D) None of the above -CORRECT ANSWER-- b Which regulation safeguards the patient's right to privacy? A) Sarbanes-Oxley Act B) HIPAA C) EHR D) All the Above -CORRECT ANSWER-- b Though the U.S. tends to surpass other countries in interventional medicine, much of our elective or banned surgeries/procedures can be lost to low cost competion that has similar quality. The term for this loss is . A) Free Market B) Medical Tourism C) Monroe DoctrineD) None of the Above -CORRECT ANSWER-- b Insurance cost sharing is meant to dissuade frivolous use of benefits typically this is achieved by requiring? A) Pre-Authorization B) Co-Pay C) A referral D) All the Above -CORRECT ANSWER-- b Which is not a requirement for Healthcare financing under the ACA? A) Mandate to be covered B) Employers with 50 or more employees must offer insurance, an incentive is set for less than 25 C) Individuals with Pre-existing conditions cannot be denied D) Medicaid decreases the number of people who qualify E) States mandated to create HC exchanges so people can buy insurance - CORRECT ANSWER-- d To avoid having to go to a nursing home after back surgery the patient has opted for so that she can get help with Activities of Daily Living (ADL's) until she heals. A) Skilled nursing Facility B) Outpatient nursing facility C) Home Health D) Hospice -CORRECT ANSWER-- c Which is not associated with Primary care? A) Point of Entry B) Coordination of Care C) Essential care D) Specialty Care -CORRECT ANSWER-- d Integrating and gatekeeping are the job of: A) Primary care B) SecondaryC) Insurance companies D) All the above -CORRECT ANSWER-- a Point of entry of care is best handled by a A) A PCP B) An ER C) A specialist D) None of the above -CORRECT ANSWER-- a 3) An APN consists of A) LPN's B) RN's C) NP, CNS's or NNP's D) All the Above -CORRECT ANSWER-- c What are some of the major differences between a technologist/therapists and a technician/assistants: A) A technician requires the supervision of a technologist B) A technologist or therapist tend to have 2 or more years education C) Technologist and therapist have higher levels of training in advanced procedures D) All the above -CORRECT ANSWER-- d Senior administrators concern themselves with leadership and A) Strategic Planning B) Operational Planning C) Both A & B D) None of the Above -CORRECT ANSWER-- a The AMA drew power from setting standards in: A) Health Insurance B) Passing Health Laws C) Health Education D) Hospital Standards -CORRECT ANSWER-- cCommunity healthcare typically: A) Overrides the needs of the individuals B) Seeks to protect the most vulnerable parts of the community C) Change health attitudes and practices with regulations D) All the above -CORRECT ANSWER-- d The three main types of cost sharing are utilized in private health insurance includes all but: A) Premium cost sharing B) Deductibles C) Copayments D) Stipends -CORRECT ANSWER-- d Lifetime Limits were common in health Insurance were common before the ACA. Why did the ACA make these illegal? A) Reduce Premiums B) Make insurance cover recurring conditions like cancer C) Align with Medicare D) None of the above -CORRECT ANSWER-- b If we exclude Medicare and Medicaid from how we obtain insurance, how do most Americans get healthcare coverage? A) Through their employer B) Through state programs C) Independent contracts D) None of the Above -CORRECT ANSWER-- a If Medicare expenditures totaled $523 billion in 2010; the program's income amounted to $486 billion in the same year what does this mean? A) Medicare is producing strong profits B) Medicare is saving Billions in cost savings C) Medicare has a financing shortfall D) Medicare is Bankrupt -CORRECT ANSWER-- c Which is not a future concern for healthcare?A) Inadequate wellness programs B) Primary Care Services C) Too few physician specialist D) Healthcare tourism -CORRECT ANSWER-- c Match the specialist to the definition Nephrologist A) Kidney Specialist Orthodontist B) Nerve and Brian Specialist Neurologist C) Straightening of teeth Cardiologist D) Heart Specialist Periodontist E) Dental Implant specialist Optometrist F) Eye Specialist -CORRECT ANSWER-- a,c,b,d,e,f, In-house training is being conducted on OSHA standards for all staff. What is being accomplished with this training? A) Regulatory Renewal B) Accreditation Renewal C) Regulatory Compliance D) None of the Above -CORRECT ANSWER-- c In-house training is being conducted on OSHA standards for all staff. What is being accomplished with this training? A) Regulatory Renewal B) Accreditation Renewal C) Regulatory Compliance D) None of the Above -CORRECT ANSWER-- b EBP is based on the premises of better outcomes and . A) Increased value B) Maximum use of services C) Empowering physician autonomy D) Tailoring patient care to the individual -CORRECT ANSWER-- a Which historic healthcare facility type most closely resembles today's free clinics?A) Alms houses B) Dispensaries C) Pest Houses D) Asylums -CORRECT ANSWER-- b Which historic healthcare facility type kept the poor, children and homeless we kept as inmates? A) Alms housesB) Dispensaries C) Pest Houses D) Asylums -CORRECT ANSWER-- a Employer based health insurance is not A) A job Perk B) Tax Free C) Open to union bargaining D) Open to all employees -CORRECT ANSWER-- d MCO's formed to take advantage of what stated reason: A) Tax Incentives B) Greater Buying Power C) Greater Political Power D) None of the Above -CORRECT ANSWER-- b What kind of Disease Classification is defined by a severe, short duration episodes though typically treatable: A) Acute B) Sub-Acute C) Chronic D) All the above -CORRECT ANSWER-- a What is not one of the determinates of a population or personal health: A) Genetics B) Medical Practice C) Political AffiliationD) Individual Behaviors -CORRECT ANSWER-- c What organization is responsible for the safety of medical devices and medications? A) FEMA B) OSHA C) CDC D) FDA -CORRECT ANSWER-- d Market Justice holds that people are best served if the: A) Services are prepaid B) Services are Single payer based C) Patient Demand is primary D) Health Need is Primary -CORRECT ANSWER-- c Inpatient care continues to decline because of all these reasons except: A) Outpatient Competition B) Expensive inpatient care C) Doctors wishes D) New less invasive procedures -CORRECT ANSWER-- c Primary care includes all but: A) Diagnostics B) Counseling C) Inpatient Care D) Minor Surgery -CORRECT ANSWER-- c Which one is not true, Tertiary care is: A) Highly technical B) Interdisciplinary C) Not in teaching hospitals D) None of the Above -CORRECT ANSWER-- d In the future Primary Care should be:A) The usual Route of entry B) Provide integrated health services C) Partnering with patients and the community D) All the Above -CORRECT ANSWER-- d What is not a product of increased preventative care: A) Lower costs B) Longer Life Expectancies C) Better technology D) All the above -CORRECT ANSWER-- c To deter patients from utilizing Health Tourism the United States should: A) Not allow non-U.S. residents to train her in U.S. B) Cut costs and continue to lead in quality C) Not sell medical equipment oversees D) Do not publish medical findings -CORRECT ANSWER-- b The Role of Gate Keeper is typically assigned to: A) Primary Care Physicians B) Regulatory Agencies C) Specialists D) Surgeons -CORRECT ANSWER-- a Countries with health systems oriented toward primary care: A) Achieve better health levels B) Higher satisfaction with health services C) Lower expenditures in the delivery of health D) All the Above -CORRECT ANSWER-- d Gene therapy is on the rise, in the future we can expect: A) Greater treatment options B) Less treatment options C) Higher deductibles D) None of the above -CORRECT ANSWER-- aRural healthcare is far less accessible than that of urban centers and it dramatically limits the life expectancy in those areas. The lack of physicians per capita leads to: A) Shorter wait times B) Lower deductibles C) Better coordination of Care D) Worse Coordination of care -CORRECT ANSWER-- d The first insurance in the U.S. was: A) Blue Cross B) Medicare C) Workman's Comp D) Medicaid -CORRECT ANSWER-- c The first insurance in the U.S. was: A) Blue Cross B) Medicare C) Workman's Comp D) Medicaid -CORRECT ANSWER-- d Which organization was instrumental in beginning the Blue Cross Network: A) Centers of Disease Control (CDC) B) The Joint Commission/JCAHO (TJC) C) American Hospital Association (AHA) D) None of the Above -CORRECT ANSWER-- c Medicare part A covers? A) Physician Fees B) Hospital Fees C) Both A&B D) None of the above -CORRECT ANSWER-- b A) Impoverished, Disabled B) Disabled, 65 and Over Medicare Covers those who are , and those who are ?C) 65 and over, Impoverished D) All the Above -CORRECT ANSWER-- b What type of Billing Fraud is being used when the organization falsely reports the illness or injury as being more serious than it is? A) Price Fixing B) Conflict of interest C) Up-coding D) All the above -CORRECT ANSWER-- c A patient that stays overnight is an , a patient that receives care but does not stay overnight is an . A) Impatient, Dependent B) Outpatient, Dependent C) Inpatient, Outpatient D) None of the Above -CORRECT ANSWER-- c Adjusting the utilization of care while active treating the patient is what type of review? A) Prospective Utilization B) Concurrent Utilization C) Both A&B D) None of the Above -CORRECT ANSWER-- b This organization leads the effort to improve the quality of healthcare, reduce costs and provide resourced for biomedical research and testing. A) WHO B) FDA C) AHRQ D) CDC -CORRECT ANSWER-- c Organizational integration gave rise to which of the following: A) Medical Systems B) Physician/Hospital Partnerships C) Integrated Delivery SystemD) All the Above -CORRECT ANSWER-- d MCOs are accredited by the: A) National Committee for Quality Assurance (NCQA). B) Centers for Disease Control (CDC) C) Department of Health and Human Resources (DHHS) D) None of the Above -CORRECT ANSWER-- a Which is not a Utilization Review A) Prospective Utilization Review B) Concurrent Utilization Review C) Retrospective Utilization Review D) CMS Utilization Review -CORRECT ANSWER-- d A) Discounts, Capitation B) Capitation, Discounts C) Vouchers, Installments D) Installments, Vouchers -CORRECT ANSWER-- b Vulnerability is not determined by a convergence of: A) Predisposing B) Enabling C) Need D) Socio-Economics -CORRECT ANSWER-- d Cost containment can be achieved by A) Price Controls B) Competitive Approaches C) Health Planning D) All of the Above -CORRECT ANSWER-- d Critical Pathways are used to plan: A) Medical interventions in a set time-line HMO use and PPO offer .B) IV access points C) Care Access D) None of the Above -CORRECT ANSWER-- a In-house training is being conducted on OSHA standards for all staff. What is being accomplished with this training? A) Regulatory Renewal B) Accreditation Renewal C) Regulatory Compliance D) None of the Above -CORRECT ANSWER-- c If Medicare expenditures totaled $523 billion in 2010; the program's income amounted to $486 billion in the same year what does this mean? A) Medicare is producing strong profits B) Medicare is saving Billions in cost savings C) Medicare has a financing shortfall D) Medicare is Bankrupt -CORRECT ANSWER-- c Due to the rapid spread of diseases in our global economy the text supports the idea of: A) Isolationism B) International Cooperation C) Travel Health Screenings D) None of the above -CORRECT ANSWER-- b MCO's formed to take advantage of what stated reason: A) Tax Incentives B) Greater Buying Power C) Greater Political Power D) None of the Above -CORRECT ANSWER-- b