Healthcare Management Ch. 17 Quality and Performance Improvement

Quality - answer-the degreto which an activity produces a product or service that meets the standards set for that activity. Quality improvement (qi) - answer-the philosophy that processes, management, and employees all benefit from efforts to provide better services, products, and ideas focusing on the customer. Statistical modeling - answer-a model that uses information systems data as a base for quality improvement management. Accreditation - answer-voluntary process that involves assessment of an organization's performance against established standards to evaluate the quality of operations and outcomes. Prospective review - answer-review of records prior to delivery of services. Concurrent review - answer-review of records while the patient is still receiving services. Retrospective review - answer-review of records following delivery of services. Customers - answer-those persons who use the services provided or have a stake in the success of an organization. Eighty-five/fifteen (85/15) rule - answer-assumption that faults in the system are the cause of 85% of the problem, and worker performance is only responsible for 15%. Six sigma - answer-a highly disciplined and data-driven methodology used for reducing or eliminating defects in any process. Benchmarking - answer-the search for the best practices among like entities or past practices that lead to superior performance. Service organizations - answer-organizations that offer services to other customers in contrast with manufacturing organizations that offer products. Sampling - answer-the process of measuring productivity by making a series of observations at random. Time studies - answer-used to estimate the standard time required to perform a job Questionnaires and surveys - answer-written sets of questions designed to quickly accumulate information from a large number of respondents. Fishbone diagram - answer-a visual aid that helps organize cause and effect relationships for "things gone wrong" Likert scale - answer-a numerical scale used to assess attitudes; includes a set of possible answers with labeled anchors on each extreme Swot analysis - answer-a planning tool used to analyze an organization's strengths, weaknesses, opportunities, and threats Root cause analysis - answer-an analytical technique used to determine the basic underlying reason that causes a variance or a defect or a risk. A root cause may underlie more than one variance or defect or risk. Process flow diagram - answer-a tool for analyzing processes that depicts tasks, flows, waits and decision points in the process Force field analysis - answer-type of analysis in which factors that can influence an outcome in either a negative or positive manner are listed and then assigned weights to indicate their relative strengths. Pdca tool - answer-plan, do, check, and act (pdca) Health care consumers in today's society are more quality-focused than ever before. Quality expectations for health care services are not only defined by patients, but also by payers, government regulations, and accrediting organizations. a. True b. False - answer-true ___________ provides information on their website that is consumer-friendly in order to not only provide quality health care information for patients, but also to provide educational information so that health care consumers know what quality indicators they should be aware of. A. E-him B. The joint commission C. Six sigma D. Eight-five/fifteen - answer-the joint commission __________ uses information systems data as a base for quality improvement management. A. Concurrent review B. Statistical modeling C. Concurrent review D. Strategic planning - answer-statistical modeling By focusing on the process or the system and using statistical quality control techniques, him managers can develop strategic plans that increase efficiency and effectiveness of the systems under their span of control. a. True b. False - answer-true Quality assurance (qa) involves activities to measure performance and compare it with standards to determine how well that service or outcome meets criteria associated with the nonspecific standards. a. True b. False - answer-false The difference between approved standards, criteria, or expectations in any type of process and actual results is known as a A. Performance indicator. B. Quality improvement. C. Quality gap. D. Key characteristic. - answer-quality gap. The american college of surgeons (acs) established the hospital standardization program in 1918. a. True b. False - answer-true The importance of the medical record professional in relation to quality documentation management eventually led to the establishment of the association of record librarians of north america (arlna) in 1928. Today they are known as A. American association of medical record librarians (aamrl). B. American medical record association (amra). C. Agency for healthcare research and quality (ahrq). D. Americ