C429 WGU EXAM QUESTIONS AND ANSWERS
Community hospital - Answers-A short-stay general or specialty (e.g., women's,
children's, eye, orthopedic) hospital, excluding those owned by the federal government
Well-Managed Healthcare Organization - Answers-The
_________________________________ describes how excellence is achieved by
large HCOs. It identifies the essential functions, their organization, and the measures
that document their performance.
vertical integration - Answers-Large HCOs and healthcare systems have a very different
vision, called
vertical integration - Answers-The affiliation of organizations that provide different kinds
of service, such as hospital care, ambulatory care, long-term care, and social services
Horizontal integration - Answers-Integration of organizations that provide the same kind
of service, such as two hospitals or two clinics
cultural
operational
strategic - Answers-excellence has three major foundations:
Cultural - Answers-a commitment to values that attract the respect and support of
stakeholders as individuals;
Operational - Answers-a system that seeks out, evaluates, and implements
opportunities to improve stakeholder returns
vision - Answers-An expansion of the mission that expresses intentions, philosophy,
and organizational self-image
values - Answers-An expansion of the mission that expresses basic rules of acceptable
conduct, such as respect for human dignity or acceptance of equality
empowerment - Answers-The ability of an associate to control his or her work situation
in ways consistent with the mission
Protocols - Answers-Agreed-on procedures for each task in the care process
Procedures or processes - Answers-Actions or steps that transform inputs to outputs
Agency or accountability - Answers-The notion that the organization can rely on an
individual or team to fulfill a specific, prearranged expectation
, Service excellence - Answers-Associates anticipate and meet or exceed customer
needs and expectations on the basis of the mission and values
Evidence-based management - Answers-Relies heavily on formal process specification
and performance measurement
Patient care protocols or guidelines - Answers-Formally established expectations that
define the normal steps or processes in the care of a clinically related group of patients
at a specific institution
Functional protocols - Answers-These determine how functional elements of care are
carried out
Boundary spanning - Answers-establishing and maintaining effective relationships with
all stakeholders, and adapting the HCO to the needs of its community
Knowledge management - Answers-maintaining a detailed fact base about the
organization, including performance measures, benchmarks, and work processes, and
making that fact base accessible to associates through training and communication
Accountability and organizational design - Answers-identifying and integrating the
contribution and goals of each HCO component
Continuous improvement - Answers-continually analyzing and improving all work
processes, following a systematic cycle of measurement, opportunity identification,
analysis, trial, goal setting, and training for implementation
data warehouse - Answers-Knowledge management is sometimes called the
_____________________ or the source of truth for the organization
Strategic - Answers-a system that deliberately monitors the long-term relationship
between stakeholders and responds to changing needs.
vision - Answers-The mission is supplemented with a shared ___________, an idealistic
goal such as universal healthcare. Evidence from other industrial sectors suggests that
BHAGs—big, hairy, aggressive, goals—challenge associates and lead to better overall
performance.
mission - Answers-HCOs state that their _________ is the central purpose of
stakeholder collaboration
values - Answers-The mission and vision are, in turn, supplemented by commitment to
____________ shared rules of conduct. __________ reflect the humanistic consensus
of American thought: respect for all, compassion, honesty, trust, stewardship, and
improvement
Community hospital - Answers-A short-stay general or specialty (e.g., women's,
children's, eye, orthopedic) hospital, excluding those owned by the federal government
Well-Managed Healthcare Organization - Answers-The
_________________________________ describes how excellence is achieved by
large HCOs. It identifies the essential functions, their organization, and the measures
that document their performance.
vertical integration - Answers-Large HCOs and healthcare systems have a very different
vision, called
vertical integration - Answers-The affiliation of organizations that provide different kinds
of service, such as hospital care, ambulatory care, long-term care, and social services
Horizontal integration - Answers-Integration of organizations that provide the same kind
of service, such as two hospitals or two clinics
cultural
operational
strategic - Answers-excellence has three major foundations:
Cultural - Answers-a commitment to values that attract the respect and support of
stakeholders as individuals;
Operational - Answers-a system that seeks out, evaluates, and implements
opportunities to improve stakeholder returns
vision - Answers-An expansion of the mission that expresses intentions, philosophy,
and organizational self-image
values - Answers-An expansion of the mission that expresses basic rules of acceptable
conduct, such as respect for human dignity or acceptance of equality
empowerment - Answers-The ability of an associate to control his or her work situation
in ways consistent with the mission
Protocols - Answers-Agreed-on procedures for each task in the care process
Procedures or processes - Answers-Actions or steps that transform inputs to outputs
Agency or accountability - Answers-The notion that the organization can rely on an
individual or team to fulfill a specific, prearranged expectation
, Service excellence - Answers-Associates anticipate and meet or exceed customer
needs and expectations on the basis of the mission and values
Evidence-based management - Answers-Relies heavily on formal process specification
and performance measurement
Patient care protocols or guidelines - Answers-Formally established expectations that
define the normal steps or processes in the care of a clinically related group of patients
at a specific institution
Functional protocols - Answers-These determine how functional elements of care are
carried out
Boundary spanning - Answers-establishing and maintaining effective relationships with
all stakeholders, and adapting the HCO to the needs of its community
Knowledge management - Answers-maintaining a detailed fact base about the
organization, including performance measures, benchmarks, and work processes, and
making that fact base accessible to associates through training and communication
Accountability and organizational design - Answers-identifying and integrating the
contribution and goals of each HCO component
Continuous improvement - Answers-continually analyzing and improving all work
processes, following a systematic cycle of measurement, opportunity identification,
analysis, trial, goal setting, and training for implementation
data warehouse - Answers-Knowledge management is sometimes called the
_____________________ or the source of truth for the organization
Strategic - Answers-a system that deliberately monitors the long-term relationship
between stakeholders and responds to changing needs.
vision - Answers-The mission is supplemented with a shared ___________, an idealistic
goal such as universal healthcare. Evidence from other industrial sectors suggests that
BHAGs—big, hairy, aggressive, goals—challenge associates and lead to better overall
performance.
mission - Answers-HCOs state that their _________ is the central purpose of
stakeholder collaboration
values - Answers-The mission and vision are, in turn, supplemented by commitment to
____________ shared rules of conduct. __________ reflect the humanistic consensus
of American thought: respect for all, compassion, honesty, trust, stewardship, and
improvement
