phha 430 final ch1,2,3,4,5,6,7,8,9,10,11,12,13,14,15 Questions
With Complete Solutions
A clinical staff member says he thinks a guideline
should be changed. The nurse manager should
reply: Correct Answers "Why? You'll have to
explain why to the service line chief, but maybe I
can help."
A colleague at the HCO where you are a manager
says, "Rounding takes a lot of time. I wonder why
the senior leadership team wants us to spend five
hours a week at it." You think before you answer,
and conclude that your strongest response is:
Correct Answers "Rounding encourages workers
and first-line managers to raise questions and get
answers."
A couple years after your fellowship at a high-
performing HCO, you are offered a seat on the
knowledge management planning committee. You
accept, knowing that it's a growth opportunity for
you personally because the committee... Correct
Answers All of the above
A curious associate asks, "Who owns our HCO?" It's
a nonreligious not-for-profit that is a subsidiary of a
larger system with many HCOs (like Sharp, Henry
Ford, or Sutter Health). You respond, "The
,individual HCOs are owned by..." Correct Answers
"...the communities they serve."
A few days after the systemwide planning retreat
(May-Aug., #4, in exhibit 3.7), a first-line manager
says to a rounding senior manager, "The PIC did
not fund any of our OFIs. I don't think we can
improve any scorecard goals next year." What is
the best response? Correct Answers "I'm sorry.
Can you and I meet with your manager, to plan
what to do?"
A new board member asks, "How do we know that
the board is doing a good job?" You reply, "Good
question! The answer isn't easy, but there are
several important indicators..." Correct Answers
All of the above
A new member of the board quality committee
wants to know more about "standard work"—that
is, functional protocols. You say, "They are
guidelines for clinical procedures, like hand-
washing and catheterization." You continue:
Correct Answers "They standardize practice to
ensure consistent safety and effectiveness."
A new member of the PIC asks, "The OFI we're
talking about will use patient data on outcomes
and satisfaction to evaluate new functional
protocols. Are we allowed to do that under HIPAA
,rules? Do we need IRB approval?" As internal
consulting (IC) staff to the PIC, you answer:
Correct Answers "For HIPAA, we deidentify the
patients. For IRB, HHS has established an explicit
right for HCOs to use data for process
improvement without IRB approval."
A newly hired nurse wants to know, "What if our
nursing care plan conflicts with the clinical
management protocol? What if the patient needs
something unique that's not in the protocol?"
Which of the following do you include in your
response? Correct Answers "The need should be
brought up during rounds and the decision entered
in the IPOC. If it's recurring, bring it up at your
practice council."
A nurse manager complains to a rounding senior
leader: "My mom had to wait an hour in the lab
yesterday to get her blood drawn, and I could have
done it for her. The lab is always behind. Why can't
they keep up?" The senior leader might reply,
"Gee, I'm sorry to hear that..." Correct Answers
"That sounds like an OFI. I'll look into it and keep
you posted. How is your mom now?"
A promising young associate, just promoted to
first-line leadership, asks you, "Can you list a few
skills I should think about and work on to become a
really good transformational leader?" You begin
, your reply, "I think these are what you should
emphasize." Which skills do you include in your
list? Correct Answers All of the above
A registered nurse on the HCO's staff says, "The
patient care assistant, Mary Smith, doesn't seem to
know what she's doing. She takes forever.
Yesterday, she took 30 minutes to change an
empty bed." The nurse's immediate supervisor
should reply: Correct Answers "I will observe her
and see if we can get some better results. Keep me
posted."
A registered nurse on the HCO's staff says, "These
checklists are nothing but a pain. It takes time to
enter them into the record, and they almost never
help the patient." His nursing manager should
reply: Correct Answers "Yes, they do take a few
minutes, but they prevent really serious problems."
A religious leader on your governing board
suggests that low income is an important cause of
disease and preventable use of HCO services. She
proposes that the HCO lead the community by
raising pay levels for its lowest earners by about 50
percent, and require its contractors to do the
same. "Getting everybody in our community a
living wage is a first step to health," she says.
Senior leadership is asked to report on the
proposal. Correct Answers Prepare a report
With Complete Solutions
A clinical staff member says he thinks a guideline
should be changed. The nurse manager should
reply: Correct Answers "Why? You'll have to
explain why to the service line chief, but maybe I
can help."
A colleague at the HCO where you are a manager
says, "Rounding takes a lot of time. I wonder why
the senior leadership team wants us to spend five
hours a week at it." You think before you answer,
and conclude that your strongest response is:
Correct Answers "Rounding encourages workers
and first-line managers to raise questions and get
answers."
A couple years after your fellowship at a high-
performing HCO, you are offered a seat on the
knowledge management planning committee. You
accept, knowing that it's a growth opportunity for
you personally because the committee... Correct
Answers All of the above
A curious associate asks, "Who owns our HCO?" It's
a nonreligious not-for-profit that is a subsidiary of a
larger system with many HCOs (like Sharp, Henry
Ford, or Sutter Health). You respond, "The
,individual HCOs are owned by..." Correct Answers
"...the communities they serve."
A few days after the systemwide planning retreat
(May-Aug., #4, in exhibit 3.7), a first-line manager
says to a rounding senior manager, "The PIC did
not fund any of our OFIs. I don't think we can
improve any scorecard goals next year." What is
the best response? Correct Answers "I'm sorry.
Can you and I meet with your manager, to plan
what to do?"
A new board member asks, "How do we know that
the board is doing a good job?" You reply, "Good
question! The answer isn't easy, but there are
several important indicators..." Correct Answers
All of the above
A new member of the board quality committee
wants to know more about "standard work"—that
is, functional protocols. You say, "They are
guidelines for clinical procedures, like hand-
washing and catheterization." You continue:
Correct Answers "They standardize practice to
ensure consistent safety and effectiveness."
A new member of the PIC asks, "The OFI we're
talking about will use patient data on outcomes
and satisfaction to evaluate new functional
protocols. Are we allowed to do that under HIPAA
,rules? Do we need IRB approval?" As internal
consulting (IC) staff to the PIC, you answer:
Correct Answers "For HIPAA, we deidentify the
patients. For IRB, HHS has established an explicit
right for HCOs to use data for process
improvement without IRB approval."
A newly hired nurse wants to know, "What if our
nursing care plan conflicts with the clinical
management protocol? What if the patient needs
something unique that's not in the protocol?"
Which of the following do you include in your
response? Correct Answers "The need should be
brought up during rounds and the decision entered
in the IPOC. If it's recurring, bring it up at your
practice council."
A nurse manager complains to a rounding senior
leader: "My mom had to wait an hour in the lab
yesterday to get her blood drawn, and I could have
done it for her. The lab is always behind. Why can't
they keep up?" The senior leader might reply,
"Gee, I'm sorry to hear that..." Correct Answers
"That sounds like an OFI. I'll look into it and keep
you posted. How is your mom now?"
A promising young associate, just promoted to
first-line leadership, asks you, "Can you list a few
skills I should think about and work on to become a
really good transformational leader?" You begin
, your reply, "I think these are what you should
emphasize." Which skills do you include in your
list? Correct Answers All of the above
A registered nurse on the HCO's staff says, "The
patient care assistant, Mary Smith, doesn't seem to
know what she's doing. She takes forever.
Yesterday, she took 30 minutes to change an
empty bed." The nurse's immediate supervisor
should reply: Correct Answers "I will observe her
and see if we can get some better results. Keep me
posted."
A registered nurse on the HCO's staff says, "These
checklists are nothing but a pain. It takes time to
enter them into the record, and they almost never
help the patient." His nursing manager should
reply: Correct Answers "Yes, they do take a few
minutes, but they prevent really serious problems."
A religious leader on your governing board
suggests that low income is an important cause of
disease and preventable use of HCO services. She
proposes that the HCO lead the community by
raising pay levels for its lowest earners by about 50
percent, and require its contractors to do the
same. "Getting everybody in our community a
living wage is a first step to health," she says.
Senior leadership is asked to report on the
proposal. Correct Answers Prepare a report
