IAHSS BASIC TRAINING FOR
HEALTHCARE SECURITY OFFICERS
QUESTIONS WITH COMPLETE
SOLUTIONS
Which of the following is NOT one of the classifications of healthcare organizations?
b b b b b b b b b b b b
A. Proprietary or for-profit
b b b
B. Not for-profit
b b
C. Government-supported
b
D. Individual healthcare - answer-D. INDIVIDUAL HEALTHCARE is NOT one of the
b b b b b b b b b b b
classifications of healthcare organizations.
b b b b
Which of the following is NOT a risk issue for healthcare?
b b b b b b b b b b
A. Drugs are used and stored in the facility
b b b b b b b b
B. Mostly female staff
b b b
C. High percentage of technical and professional staff
b b b b b b b
D. Publicly accessible and many doors must remain open - answer-C. HIGH
b b b b b b b b b b b
PERCENTAGE OF TECHNICAL AND PROFESSIONAL STAFF is NOT a risk issue for
b b b b b b b b b b b b
healthcare.
b
Which of the following is usually at the top of the organizational chart?
b b b b b b b b b b b b
A. Board of directors
b b b
B. Department leaders
b b
C. Assistant Administrators
b b
D. Vice Presidents - answer-A. BOARD OF DIRECTORS is usually at the top of the
b b b b b b b b b b b b b b
organizational chart.
b b
Which of the following statements best describes employees?
b b b b b b b
A. Medical staff contracted by the facility
b b b b b b
B. All staff directly employed by the facility
b b b b b b b
C. Volunteers who donate their time
b b b b b
D. Contracted persons - answer-B. ALL STAFF EMPLOYED DIRECTLY BY THE
b b b b b b b b b b
FACILITY best describes employees.
b b b b
Security uses senior management's endorsement to build what kind of a program?
b b b b b b b b b b b
A. Strong and effective
b b b
B. A program that works in a small part of the facility
b b b b b b b b b b b
,C. Generally effective
b b
D. Strong and simple - answer-A. Security uses senior management's endorsement to
b b b b b b b b b b b
build a STRONG AND EFFECTIVE program.
b b b b b b
How should friendships and inter-personal relationships between security officers and
b b b b b b b b b
staff members from other departments be treated?
b b b b b b b
A. Discouraged
b
B. Encouraged
b
C. Encouraged, but monitored
b b b
D. Encouraged, but security staff educated about ethics and avoiding favoritism -
b b b b b b b b b b b
answer-D. Friendships and inter-personal relationships between security officers and
b b b b b b b b b
staff members from other departments should be ENCOURAGED, BUT SECURITY
b b b b b b b b b b
STAFF EDUCATED ABOUT ETHICS AND AVOIDING FAVORITISM.
b b b b b b b
Which of the following allows a department to assess its cost-effectiveness within an
b b b b b b b b b b b b
organization?
b
A. Crime analysis
b b
B. Risk assessment
b b
C. Benchmarking
b
D. Evaluation surveys - answer-C. BENCHMARKING allows a department to assess its
b b b b b b b b b b b
cost-effectiveness within an organization.
b b b b
What must the primary overriding concern of any security department be?
b b b b b b b b b b
A. Its image
b b
B. The safety and well-being of anyone in the facility.
b b b b b b b b b
C. The goals and mission of the entity employing the security services
b b b b b b b b b b b
D. Cost-effectiveness - answer-B. The safety and well-being of anyone in the facility
b b b b b b b b b b b b
must the primary overriding concern of any security department .
b b b b b b b b b b
Which of the following are skills a security professional should have and use at all
b b b b b b b b b b b b b b
times?
b
A. Good observation skills
b b b
B. Good communications skills
b b b
C. Tolerance
b
D. All of the Above - answer-D. ALL OF THE ABOVE: A security professional should
b b b b b b b b b b b b b b
have and use GOOD OBSERVATION SKILLS, GOOD COMMUNICATIONS SKILLS
b b b b b b b b b
AND TOLERANCE at all times.
b b b b b
Why are vendors potentially a high security risk to a healthcare facility?
b b b b b b b b b b b
A. Vendors often have access to sensitive areas yet staff of the healthcare organization
b b b b b b b b b b b b b
may know very little about vendors' backgrounds
b b b b b b b
B. Vendors typically drive large vehicles that can conceal large amounts of stolen
b b b b b b b b b b b b
property or contraband.
b b b
,C. Competing vendors may clash at a facility
b b b b b b b
D. Vendors may be bringing in high-demand products that could be targeted for theft. -
b b b b b b b b b b b b b b
answer-A. Vendors are potentially a high security risk to a healthcare facility because
b b b b b b b b b b b b b
VENDORS OFTEN HAVE ACCESS TO SENSITIVE AREAS YET STAFF OF THE
b b b b b b b b b b b
HEALTHCARE ORGANIZATION MAY KNOW VERY LITTLE ABOUT VENDORS'
b b b b b b b b
BACKGROUNDS.
b
In the patient- and family-centered care philosophy, who determines which individuals
b b b b b b b b b b
bare part of the patient's family?
b b b b b
A. Patient's parents or legal guardians
b b b b b
B. Nursing staff
b b
C. Attending physician
b b
D. The patient, provided he or she is developmentally mature and competent to do so. -
b b b b b b b b b b b b b b b
banswer-D. In the patient- and family-centered care philosophy, THE PATIENT,
b b b b b b b b b
bdetermines which individuals are part of the patient's family, PROVIDED HE OR SHE
b b b b b b b b b b b b
bIS DEVELOPMENTALLY MATURE AND COMPETENT TO DO SO.
b b b b b b b
Which of the following is NOT an example of an external customer?
b b b b b b b b b b b
A. Patients
b
B. Vendors
b
C. Employees
b
D. Regulatory agencies - answer-C. EMPLOYEES is not an example of an external
b b b b b b b b b b b b
customer.
b
Which of the following does NOT help the security uniform communicate an appropriate
b b b b b b b b b b b b
message to the public?
b b b b
A. Clean uniform
b b
B. Wearing the uniform shirt outside of the trousers
b b b b b b b b
C. Well-cared for uniform
b b b
D. Shined footwear - answer-B. WEARING THE UNIFORM SHIRT OUTSIDE OF THE
b b b b b b b b b b b
TROUSERS does NOT help the security uniform communicate an appropriate
b b b b b b b b b b
message to the public.
b b b b
Which of the following is NOT an example of undesirable behavior and demeanor in a
b b b b b b b b b b b b b b
security officer?
b b
A. Bad attitude
b b
B. Dishonesty
b
C. Impoliteness
b
D. Confidence - answer-D. CONFIDENCE is NOT an example of an undesirable
b b b b b b b b b b b
behavior and demeanor in a security officer.
b b b b b b b
What is the relationship between employees and management sometimes called?
b b b b b b b b b
A. Employee relations
b b
B. Confidentiality
b
C. Family Interaction
b b
, D. Tense conversation - answer-A. The relationship between employees and
b b b b b b b b b
management is sometimes called EMPLOYEE RELATIONS.
b b b b b b
Which of the following may union members NOT do during picketing?
b b b b b b b b b b
A. Carry signs
b b
B. Protest management decisions
b b b
C. Block entrances to the facility
b b b b b
D. Congregate outside the facility - answer-C. Union members may not BLOCK
b b b b b b b b b b b
ENTRANCES TO THE FACILITY during picketing.
b b b b b b
Which of the following is NOT a true statement about customers' perceptions of their
b b b b b b b b b b b b b
experience?
b
A. Interaction is subject to personal interpretation
b b b b b b
B. Interaction can only be perceived by the words stated
b b b b b b b b b
C. Interaction is affected by body language
b b b b b b
D. Interaction is affected by all of your actions - answer-B. INTERACTION CAN ONLY
b b b b b b b b b b b b b
BE PERCEIVED BY THE WORDS STATED is NOT a true statement about customer's
b b b b b b b b b b b b b
perception of their experience..
b b b b
Which of the following is NOT one of the three powerful, personal reasons to provide
b b b b b b b b b b b b b b
great customer service?
b b b
A. More job satisfaction
b b b
B. Less stress and hassle
b b b b
C. Trying to impress your supervisor
b b b b b
D. More job success - answer-C. TRYING TO IMPRESS YOUR SUPERVISOR is NOT
b b b b b b b b b b b b
one of the three powerful, personal reasons to provide great customer service.
b b b b b b b b b b b b
Which of the following describes the main objective of good customer service?
b b b b b b b b b b b
A. To make the customer walk away with a positive feeling
b b b b b b b b b b
B. To help the customer see that someone tried, even
b b b b b b b b b b
though the customer's wants were not met
b b b b b b
C. To make the customer think that no one cares about the concern raised by the
b b b b b b b b b b b b b b b
customer
b
D. To help the customer walk away with a neutral feeling - answer-A. The main
b b b b b b b b b b b b b b
objective of good customer service is TO MAKE THE CUSTOMER WALK AWAY WITH
b b b b b b b b b b b b b
A POSITIVE FEELING [about the encounter].
b b b b b b
Which of the following is the definition of a customer?
b b b b b b b b b
A. External paying customer
b b b
B. Internal customer
b b
C. Non-paying external customer
b b b
HEALTHCARE SECURITY OFFICERS
QUESTIONS WITH COMPLETE
SOLUTIONS
Which of the following is NOT one of the classifications of healthcare organizations?
b b b b b b b b b b b b
A. Proprietary or for-profit
b b b
B. Not for-profit
b b
C. Government-supported
b
D. Individual healthcare - answer-D. INDIVIDUAL HEALTHCARE is NOT one of the
b b b b b b b b b b b
classifications of healthcare organizations.
b b b b
Which of the following is NOT a risk issue for healthcare?
b b b b b b b b b b
A. Drugs are used and stored in the facility
b b b b b b b b
B. Mostly female staff
b b b
C. High percentage of technical and professional staff
b b b b b b b
D. Publicly accessible and many doors must remain open - answer-C. HIGH
b b b b b b b b b b b
PERCENTAGE OF TECHNICAL AND PROFESSIONAL STAFF is NOT a risk issue for
b b b b b b b b b b b b
healthcare.
b
Which of the following is usually at the top of the organizational chart?
b b b b b b b b b b b b
A. Board of directors
b b b
B. Department leaders
b b
C. Assistant Administrators
b b
D. Vice Presidents - answer-A. BOARD OF DIRECTORS is usually at the top of the
b b b b b b b b b b b b b b
organizational chart.
b b
Which of the following statements best describes employees?
b b b b b b b
A. Medical staff contracted by the facility
b b b b b b
B. All staff directly employed by the facility
b b b b b b b
C. Volunteers who donate their time
b b b b b
D. Contracted persons - answer-B. ALL STAFF EMPLOYED DIRECTLY BY THE
b b b b b b b b b b
FACILITY best describes employees.
b b b b
Security uses senior management's endorsement to build what kind of a program?
b b b b b b b b b b b
A. Strong and effective
b b b
B. A program that works in a small part of the facility
b b b b b b b b b b b
,C. Generally effective
b b
D. Strong and simple - answer-A. Security uses senior management's endorsement to
b b b b b b b b b b b
build a STRONG AND EFFECTIVE program.
b b b b b b
How should friendships and inter-personal relationships between security officers and
b b b b b b b b b
staff members from other departments be treated?
b b b b b b b
A. Discouraged
b
B. Encouraged
b
C. Encouraged, but monitored
b b b
D. Encouraged, but security staff educated about ethics and avoiding favoritism -
b b b b b b b b b b b
answer-D. Friendships and inter-personal relationships between security officers and
b b b b b b b b b
staff members from other departments should be ENCOURAGED, BUT SECURITY
b b b b b b b b b b
STAFF EDUCATED ABOUT ETHICS AND AVOIDING FAVORITISM.
b b b b b b b
Which of the following allows a department to assess its cost-effectiveness within an
b b b b b b b b b b b b
organization?
b
A. Crime analysis
b b
B. Risk assessment
b b
C. Benchmarking
b
D. Evaluation surveys - answer-C. BENCHMARKING allows a department to assess its
b b b b b b b b b b b
cost-effectiveness within an organization.
b b b b
What must the primary overriding concern of any security department be?
b b b b b b b b b b
A. Its image
b b
B. The safety and well-being of anyone in the facility.
b b b b b b b b b
C. The goals and mission of the entity employing the security services
b b b b b b b b b b b
D. Cost-effectiveness - answer-B. The safety and well-being of anyone in the facility
b b b b b b b b b b b b
must the primary overriding concern of any security department .
b b b b b b b b b b
Which of the following are skills a security professional should have and use at all
b b b b b b b b b b b b b b
times?
b
A. Good observation skills
b b b
B. Good communications skills
b b b
C. Tolerance
b
D. All of the Above - answer-D. ALL OF THE ABOVE: A security professional should
b b b b b b b b b b b b b b
have and use GOOD OBSERVATION SKILLS, GOOD COMMUNICATIONS SKILLS
b b b b b b b b b
AND TOLERANCE at all times.
b b b b b
Why are vendors potentially a high security risk to a healthcare facility?
b b b b b b b b b b b
A. Vendors often have access to sensitive areas yet staff of the healthcare organization
b b b b b b b b b b b b b
may know very little about vendors' backgrounds
b b b b b b b
B. Vendors typically drive large vehicles that can conceal large amounts of stolen
b b b b b b b b b b b b
property or contraband.
b b b
,C. Competing vendors may clash at a facility
b b b b b b b
D. Vendors may be bringing in high-demand products that could be targeted for theft. -
b b b b b b b b b b b b b b
answer-A. Vendors are potentially a high security risk to a healthcare facility because
b b b b b b b b b b b b b
VENDORS OFTEN HAVE ACCESS TO SENSITIVE AREAS YET STAFF OF THE
b b b b b b b b b b b
HEALTHCARE ORGANIZATION MAY KNOW VERY LITTLE ABOUT VENDORS'
b b b b b b b b
BACKGROUNDS.
b
In the patient- and family-centered care philosophy, who determines which individuals
b b b b b b b b b b
bare part of the patient's family?
b b b b b
A. Patient's parents or legal guardians
b b b b b
B. Nursing staff
b b
C. Attending physician
b b
D. The patient, provided he or she is developmentally mature and competent to do so. -
b b b b b b b b b b b b b b b
banswer-D. In the patient- and family-centered care philosophy, THE PATIENT,
b b b b b b b b b
bdetermines which individuals are part of the patient's family, PROVIDED HE OR SHE
b b b b b b b b b b b b
bIS DEVELOPMENTALLY MATURE AND COMPETENT TO DO SO.
b b b b b b b
Which of the following is NOT an example of an external customer?
b b b b b b b b b b b
A. Patients
b
B. Vendors
b
C. Employees
b
D. Regulatory agencies - answer-C. EMPLOYEES is not an example of an external
b b b b b b b b b b b b
customer.
b
Which of the following does NOT help the security uniform communicate an appropriate
b b b b b b b b b b b b
message to the public?
b b b b
A. Clean uniform
b b
B. Wearing the uniform shirt outside of the trousers
b b b b b b b b
C. Well-cared for uniform
b b b
D. Shined footwear - answer-B. WEARING THE UNIFORM SHIRT OUTSIDE OF THE
b b b b b b b b b b b
TROUSERS does NOT help the security uniform communicate an appropriate
b b b b b b b b b b
message to the public.
b b b b
Which of the following is NOT an example of undesirable behavior and demeanor in a
b b b b b b b b b b b b b b
security officer?
b b
A. Bad attitude
b b
B. Dishonesty
b
C. Impoliteness
b
D. Confidence - answer-D. CONFIDENCE is NOT an example of an undesirable
b b b b b b b b b b b
behavior and demeanor in a security officer.
b b b b b b b
What is the relationship between employees and management sometimes called?
b b b b b b b b b
A. Employee relations
b b
B. Confidentiality
b
C. Family Interaction
b b
, D. Tense conversation - answer-A. The relationship between employees and
b b b b b b b b b
management is sometimes called EMPLOYEE RELATIONS.
b b b b b b
Which of the following may union members NOT do during picketing?
b b b b b b b b b b
A. Carry signs
b b
B. Protest management decisions
b b b
C. Block entrances to the facility
b b b b b
D. Congregate outside the facility - answer-C. Union members may not BLOCK
b b b b b b b b b b b
ENTRANCES TO THE FACILITY during picketing.
b b b b b b
Which of the following is NOT a true statement about customers' perceptions of their
b b b b b b b b b b b b b
experience?
b
A. Interaction is subject to personal interpretation
b b b b b b
B. Interaction can only be perceived by the words stated
b b b b b b b b b
C. Interaction is affected by body language
b b b b b b
D. Interaction is affected by all of your actions - answer-B. INTERACTION CAN ONLY
b b b b b b b b b b b b b
BE PERCEIVED BY THE WORDS STATED is NOT a true statement about customer's
b b b b b b b b b b b b b
perception of their experience..
b b b b
Which of the following is NOT one of the three powerful, personal reasons to provide
b b b b b b b b b b b b b b
great customer service?
b b b
A. More job satisfaction
b b b
B. Less stress and hassle
b b b b
C. Trying to impress your supervisor
b b b b b
D. More job success - answer-C. TRYING TO IMPRESS YOUR SUPERVISOR is NOT
b b b b b b b b b b b b
one of the three powerful, personal reasons to provide great customer service.
b b b b b b b b b b b b
Which of the following describes the main objective of good customer service?
b b b b b b b b b b b
A. To make the customer walk away with a positive feeling
b b b b b b b b b b
B. To help the customer see that someone tried, even
b b b b b b b b b b
though the customer's wants were not met
b b b b b b
C. To make the customer think that no one cares about the concern raised by the
b b b b b b b b b b b b b b b
customer
b
D. To help the customer walk away with a neutral feeling - answer-A. The main
b b b b b b b b b b b b b b
objective of good customer service is TO MAKE THE CUSTOMER WALK AWAY WITH
b b b b b b b b b b b b b
A POSITIVE FEELING [about the encounter].
b b b b b b
Which of the following is the definition of a customer?
b b b b b b b b b
A. External paying customer
b b b
B. Internal customer
b b
C. Non-paying external customer
b b b
