HOSMERIT
IAHSS BASIC TRAINING FOR HEALTHCARE
SECURITY OFFICERS QUESTIONS WITH
COMPLETE SOLUTIONS
D. INDIVIDUAL HEALTHCARE is NOT one of the classifications of healthcare
organizations. - ✅✅-Which of the following is NOT one of the classifications ofhealthcare
organizations?
a. Proprietary or for-profit
b. Not for-profit
c. Government-supported
d. Individual healthcare
C. HIGH PERCENTAGE OF TECHNICAL AND PROFESSIONAL STAFF is NOT a risk
issue for healthcare. - ✅✅-Which of the following is NOT a risk issue for healthcare?
a. Drugs are used and stored in the facility
b. Mostly female staff
c. High percentage of technical and professional staff
d. Publicly accessible and many doors must remain open
A. BOARD OF DIRECTORS is usually at the top of the organizational chart. -
✅✅-Which of the following is usually at the top of the organizational chart?
a. Board of directors
b. Department leaders
c. Assistant Administrators
d. Vice Presidents
B. ALL STAFF EMPLOYED DIRECTLY BY THE FACILITY best describes employees. -
✅✅-Which of the following statements best describes employees?
a. Medical staff contracted by the facility
b. All staff directly employed by the facility
c. Volunteers who donate their time
d. Contracted persons
A. Security uses senior management's endorsement to build a STRONG AND EFFECTIVE
program. - ✅✅-Security uses senior management's endorsement to buildwhat kind of a
program?
,a. Strong and effective
b. A program that works in a small part of the facility
c. Generally effective
d. Strong and simple
D. Friendships and inter-personal relationships between security officers and staff members
from other departments should be ENCOURAGED, BUT SECURITY STAFF EDUCATED
ABOUT ETHICS AND AVOIDING FAVORITISM. - ✅✅-How should friendships and
inter-personal relationships between security officers and staff membersfrom other
departments be treated?
a. Discouraged
b. Encouraged
c. Encouraged, but monitored
d. Encouraged, but security staff educated about ethics and avoiding favoritism
C. BENCHMARKING allows a department to assess its cost-effectiveness within an
organization. - ✅✅-Which of the following allows a department to assess its
cost-effectiveness within an organization?
a. Crime analysis
b. Risk assessment
c. Benchmarking
d. Evaluation surveys
B. The safety and well-being of anyone in the facility must the primary overriding concern of
any security department . - ✅✅-What must the primary overriding concernof any security
department be?
a. Its image
b. The safety and well-being of anyone in the facility.
c. The goals and mission of the entity employing the security services
d. Cost-effectiveness
D. ALL OF THE ABOVE: A security professional should have and use GOOD
OBSERVATION SKILLS, GOOD COMMUNICATIONS SKILLS AND TOLERANCE at all
times. - ✅✅-Which of the following are skills a security professional should have and use at
all times?
a. Good observation skills
b. Good communications skills
c. Tolerance
d. All of the Above
,A. Vendors are potentially a high security risk to a healthcare facility because VENDORS
OFTEN HAVE ACCESS TO SENSITIVE AREAS YET STAFF OF THEHEALTHCARE
ORGANIZATION MAY KNOW VERY LITTLE ABOUT VENDORS'
C. EMPLOYEES is not an example of an external customer. - ✅✅-Which of thefollowing is
NOT an example of an external customer?
a. Patients
b. Vendors
c. Employees
d. Regulatory agencies
B. WEARING THE UNIFORM SHIRT OUTSIDE OF THE TROUSERS does NOT help the
security uniform communicate an appropriate message to the public. - ✅✅-Whichof the
following does NOT help the security uniform communicate an appropriate message to the
public?
a. Clean uniform
b. Wearing the uniform shirt outside of the trousers
c. Well-cared for uniform
d. Shined footwear
D. CONFIDENCE is NOT an example of an undesirable behavior and demeanor in a security
officer. - ✅✅-Which of the following is NOT an example of undesirable behavior and
demeanor in a security officer?
a. Bad attitude
b. Dishonesty
c. Impoliteness
d. Confidence
A. The relationship between employees and management is sometimes called EMPLOYEE
RELATIONS. - ✅✅-What is the relationship between employees andmanagement sometimes
called?
a. Employee relations
b. Confidentiality
c. Family Interaction
d. Tense conversation
C. Union members may not BLOCK ENTRANCES TO THE FACILITY during picketing. -
✅✅-Which of the following may union members NOT do during picketing?
a. Carry signs
, b. Protest management decisions
c. Block entrances to the facility
d. Congregate outside the facility
B. INTERACTION CAN ONLY BE PERCEIVED BY THE WORDS STATED is NOT a true
statement about customer's perception of their experience.. - ✅✅-Which of the following is
NOT a true statement about customers' perceptions of their experience?
a. Interaction is subject to personal interpretation
b. Interaction can only be perceived by the words stated
c. Interaction is affected by body language
d. Interaction is affected by all of your actions
C. TRYING TO IMPRESS YOUR SUPERVISOR is NOT one of the three powerful, personal
reasons to provide great customer service. - ✅✅-Which of the following isNOT one of the
three powerful, personal reasons to provide great customer service?
a. More job satisfaction
b. Less stress and hassle
c. Trying to impress your supervisor
d. More job success
A. The main objective of good customer service is TO MAKE THE CUSTOMER WALK
AWAY WITH A POSITIVE FEELING [about the encounter]. - ✅✅-Which of the following
describes the main objective of good customer service?
a. To make the customer walk away with a positive feeling
b. To help the customer see that someone tried, eventhough the customer's wants were not met
c. To make the customer think that no one cares about the concern raised by thecustomer
d. To help the customer walk away with a neutral feeling
D. A customer is defined as ANYONE WITH WHOM YOU INTERACT. - ✅✅-Which of
the following is the definition of a customer?
a. External paying customer
b. Internal customer
c. Non-paying external customer
d. Anyone with whom you interact
B. USING INAPPROPRIATE BODY LANGUAGE is NOT a common technique to usewhen
providing good customer service. - ✅✅-Which of the following is NOT a common technique
to use when providing good customer service?
a. Acknowledge the customer's needs
b. Use inappropriate body language
c. Provide alternatives
IAHSS BASIC TRAINING FOR HEALTHCARE
SECURITY OFFICERS QUESTIONS WITH
COMPLETE SOLUTIONS
D. INDIVIDUAL HEALTHCARE is NOT one of the classifications of healthcare
organizations. - ✅✅-Which of the following is NOT one of the classifications ofhealthcare
organizations?
a. Proprietary or for-profit
b. Not for-profit
c. Government-supported
d. Individual healthcare
C. HIGH PERCENTAGE OF TECHNICAL AND PROFESSIONAL STAFF is NOT a risk
issue for healthcare. - ✅✅-Which of the following is NOT a risk issue for healthcare?
a. Drugs are used and stored in the facility
b. Mostly female staff
c. High percentage of technical and professional staff
d. Publicly accessible and many doors must remain open
A. BOARD OF DIRECTORS is usually at the top of the organizational chart. -
✅✅-Which of the following is usually at the top of the organizational chart?
a. Board of directors
b. Department leaders
c. Assistant Administrators
d. Vice Presidents
B. ALL STAFF EMPLOYED DIRECTLY BY THE FACILITY best describes employees. -
✅✅-Which of the following statements best describes employees?
a. Medical staff contracted by the facility
b. All staff directly employed by the facility
c. Volunteers who donate their time
d. Contracted persons
A. Security uses senior management's endorsement to build a STRONG AND EFFECTIVE
program. - ✅✅-Security uses senior management's endorsement to buildwhat kind of a
program?
,a. Strong and effective
b. A program that works in a small part of the facility
c. Generally effective
d. Strong and simple
D. Friendships and inter-personal relationships between security officers and staff members
from other departments should be ENCOURAGED, BUT SECURITY STAFF EDUCATED
ABOUT ETHICS AND AVOIDING FAVORITISM. - ✅✅-How should friendships and
inter-personal relationships between security officers and staff membersfrom other
departments be treated?
a. Discouraged
b. Encouraged
c. Encouraged, but monitored
d. Encouraged, but security staff educated about ethics and avoiding favoritism
C. BENCHMARKING allows a department to assess its cost-effectiveness within an
organization. - ✅✅-Which of the following allows a department to assess its
cost-effectiveness within an organization?
a. Crime analysis
b. Risk assessment
c. Benchmarking
d. Evaluation surveys
B. The safety and well-being of anyone in the facility must the primary overriding concern of
any security department . - ✅✅-What must the primary overriding concernof any security
department be?
a. Its image
b. The safety and well-being of anyone in the facility.
c. The goals and mission of the entity employing the security services
d. Cost-effectiveness
D. ALL OF THE ABOVE: A security professional should have and use GOOD
OBSERVATION SKILLS, GOOD COMMUNICATIONS SKILLS AND TOLERANCE at all
times. - ✅✅-Which of the following are skills a security professional should have and use at
all times?
a. Good observation skills
b. Good communications skills
c. Tolerance
d. All of the Above
,A. Vendors are potentially a high security risk to a healthcare facility because VENDORS
OFTEN HAVE ACCESS TO SENSITIVE AREAS YET STAFF OF THEHEALTHCARE
ORGANIZATION MAY KNOW VERY LITTLE ABOUT VENDORS'
C. EMPLOYEES is not an example of an external customer. - ✅✅-Which of thefollowing is
NOT an example of an external customer?
a. Patients
b. Vendors
c. Employees
d. Regulatory agencies
B. WEARING THE UNIFORM SHIRT OUTSIDE OF THE TROUSERS does NOT help the
security uniform communicate an appropriate message to the public. - ✅✅-Whichof the
following does NOT help the security uniform communicate an appropriate message to the
public?
a. Clean uniform
b. Wearing the uniform shirt outside of the trousers
c. Well-cared for uniform
d. Shined footwear
D. CONFIDENCE is NOT an example of an undesirable behavior and demeanor in a security
officer. - ✅✅-Which of the following is NOT an example of undesirable behavior and
demeanor in a security officer?
a. Bad attitude
b. Dishonesty
c. Impoliteness
d. Confidence
A. The relationship between employees and management is sometimes called EMPLOYEE
RELATIONS. - ✅✅-What is the relationship between employees andmanagement sometimes
called?
a. Employee relations
b. Confidentiality
c. Family Interaction
d. Tense conversation
C. Union members may not BLOCK ENTRANCES TO THE FACILITY during picketing. -
✅✅-Which of the following may union members NOT do during picketing?
a. Carry signs
, b. Protest management decisions
c. Block entrances to the facility
d. Congregate outside the facility
B. INTERACTION CAN ONLY BE PERCEIVED BY THE WORDS STATED is NOT a true
statement about customer's perception of their experience.. - ✅✅-Which of the following is
NOT a true statement about customers' perceptions of their experience?
a. Interaction is subject to personal interpretation
b. Interaction can only be perceived by the words stated
c. Interaction is affected by body language
d. Interaction is affected by all of your actions
C. TRYING TO IMPRESS YOUR SUPERVISOR is NOT one of the three powerful, personal
reasons to provide great customer service. - ✅✅-Which of the following isNOT one of the
three powerful, personal reasons to provide great customer service?
a. More job satisfaction
b. Less stress and hassle
c. Trying to impress your supervisor
d. More job success
A. The main objective of good customer service is TO MAKE THE CUSTOMER WALK
AWAY WITH A POSITIVE FEELING [about the encounter]. - ✅✅-Which of the following
describes the main objective of good customer service?
a. To make the customer walk away with a positive feeling
b. To help the customer see that someone tried, eventhough the customer's wants were not met
c. To make the customer think that no one cares about the concern raised by thecustomer
d. To help the customer walk away with a neutral feeling
D. A customer is defined as ANYONE WITH WHOM YOU INTERACT. - ✅✅-Which of
the following is the definition of a customer?
a. External paying customer
b. Internal customer
c. Non-paying external customer
d. Anyone with whom you interact
B. USING INAPPROPRIATE BODY LANGUAGE is NOT a common technique to usewhen
providing good customer service. - ✅✅-Which of the following is NOT a common technique
to use when providing good customer service?
a. Acknowledge the customer's needs
b. Use inappropriate body language
c. Provide alternatives
