QI 102 Lesson 4: Developing Changes
Exam Questions and Answers
You are undertaking a project to improve hand hygiene on your unit, and you have
some ideas for changes that might work in the categories of "Enhance the Producer-
Customer Relationship" and "Design Systems to Avoid Mistakes."
Match your ideas to the change concepts they represent. - Answers -Educate staff
about how washing hands helps keep patients safe.Change concepts #36: Emphasize
Natural and Logical Consequences.CorrectAsk staff which type of soap or hand sanitzer
they prefer to use.Change Concept #38: Listen to Customers.CorrectProvide training on
proper hand washing technique.Change Concept #39: Coach the Customer to Use a
Product or Service.CorrectEncourage patients to ask providers if they have washed
their hands.Change Concept #55: Develop Contingency Plans.CorrectPost signs on the
unit to remind staff about the importance of washing hands.Change Concept #59: Use
Reminders.Correct
Returning to the hand hygiene example: Can you select one possible cause of poor
hand hygiene compliance that could play a role in each category on the cause and
effect diagram? - Answers -MaterialsHand sanitizer availabilityCorrectMethodsProper
hand-washing techniqueCorrectEnvironmentReminder signsCorrectEquipmentHand
sanitizer dispensersCorrectPeopleStaff knowledge
As an office manager, you notice there's a high rate of "no shows" for appointments at
your practice. People often tell you they scheduled the appointment far in advance, and
simply forgot to go. You decide it's worth a try to improve this problem by sending
reminders via text message.
Which change concept are you using? - Answers -Design Systems to Prevent Errors
Which of the following changes falls under the heading of "eliminating waste"? -
Answers -Clinicians type all notes directly into a computer rather than writing them in a
patient's chart, thus saving paper.
You're a dental assistant at a small clinic. Sometimes patients with unresolved problems
need to come in for recall appointments. However, you notice that it's a real challenge to
schedule these recalls within a week of the initial appointments.
Which of the following techniques might be most useful as you search for a good idea
for change? - Answers -Review the process for scheduling these appointments with
colleagues to identify opportunities for improvement.
Exam Questions and Answers
You are undertaking a project to improve hand hygiene on your unit, and you have
some ideas for changes that might work in the categories of "Enhance the Producer-
Customer Relationship" and "Design Systems to Avoid Mistakes."
Match your ideas to the change concepts they represent. - Answers -Educate staff
about how washing hands helps keep patients safe.Change concepts #36: Emphasize
Natural and Logical Consequences.CorrectAsk staff which type of soap or hand sanitzer
they prefer to use.Change Concept #38: Listen to Customers.CorrectProvide training on
proper hand washing technique.Change Concept #39: Coach the Customer to Use a
Product or Service.CorrectEncourage patients to ask providers if they have washed
their hands.Change Concept #55: Develop Contingency Plans.CorrectPost signs on the
unit to remind staff about the importance of washing hands.Change Concept #59: Use
Reminders.Correct
Returning to the hand hygiene example: Can you select one possible cause of poor
hand hygiene compliance that could play a role in each category on the cause and
effect diagram? - Answers -MaterialsHand sanitizer availabilityCorrectMethodsProper
hand-washing techniqueCorrectEnvironmentReminder signsCorrectEquipmentHand
sanitizer dispensersCorrectPeopleStaff knowledge
As an office manager, you notice there's a high rate of "no shows" for appointments at
your practice. People often tell you they scheduled the appointment far in advance, and
simply forgot to go. You decide it's worth a try to improve this problem by sending
reminders via text message.
Which change concept are you using? - Answers -Design Systems to Prevent Errors
Which of the following changes falls under the heading of "eliminating waste"? -
Answers -Clinicians type all notes directly into a computer rather than writing them in a
patient's chart, thus saving paper.
You're a dental assistant at a small clinic. Sometimes patients with unresolved problems
need to come in for recall appointments. However, you notice that it's a real challenge to
schedule these recalls within a week of the initial appointments.
Which of the following techniques might be most useful as you search for a good idea
for change? - Answers -Review the process for scheduling these appointments with
colleagues to identify opportunities for improvement.
