Chapter 23 HSC Exam Questions With Complete Answers
Satisfaction is an objective perception.
a. True b. False - ANSWER False
Which of the following would be the best response if you are confused about a criticism you
received?
a. Ignore the criticism as invalid.
b. State you will check with others to see if they agree.
c. Ask the person if he or she has noted the same problem in others.
d. Ask for specific examples. - ANSWER d. Ask for specific examples.
Patients are most often treated by providers with whom they have a long-term relationship.
a. True b. False - ANSWER False
When working with unhappy customers the final step is to - ANSWER Verify the patients
satisfaction
Patient - are how well the patients recover or manage their ailments. - ANSWER Outcomes
Which is the best statement about how information is gathered when conducting a utilization
review UR)?
, a. Observations of health care professionals at work
b. Interviews with patients
c. Study of patient records and bills
d. Interviews with health care providers - ANSWER c. Study of patient records and bills
Which of the following statements best describes "quality of care"?
a. Cost of care and services compared with other facilities
b. Patient outcomes in terms of recovery from illness or injury
c. Degree to which services meet professional standards and are valued by the customer
d. Patient satisfaction with their care - ANSWER c. Degree to which services meet professional
standards and are valued by the customer
As a health care professional, being an advocate for patients means that you _____.
a. prevent medication errors
b. draw attention to unresolved problems
c. communicate well with patients
d. provide the best care possible - ANSWER b. draw attention to unresolved problems
When patients evaluate the service they received, it is the outcome that is most important.
a. True b. False - ANSWER False
Satisfaction is an objective perception.
a. True b. False - ANSWER False
Which of the following would be the best response if you are confused about a criticism you
received?
a. Ignore the criticism as invalid.
b. State you will check with others to see if they agree.
c. Ask the person if he or she has noted the same problem in others.
d. Ask for specific examples. - ANSWER d. Ask for specific examples.
Patients are most often treated by providers with whom they have a long-term relationship.
a. True b. False - ANSWER False
When working with unhappy customers the final step is to - ANSWER Verify the patients
satisfaction
Patient - are how well the patients recover or manage their ailments. - ANSWER Outcomes
Which is the best statement about how information is gathered when conducting a utilization
review UR)?
, a. Observations of health care professionals at work
b. Interviews with patients
c. Study of patient records and bills
d. Interviews with health care providers - ANSWER c. Study of patient records and bills
Which of the following statements best describes "quality of care"?
a. Cost of care and services compared with other facilities
b. Patient outcomes in terms of recovery from illness or injury
c. Degree to which services meet professional standards and are valued by the customer
d. Patient satisfaction with their care - ANSWER c. Degree to which services meet professional
standards and are valued by the customer
As a health care professional, being an advocate for patients means that you _____.
a. prevent medication errors
b. draw attention to unresolved problems
c. communicate well with patients
d. provide the best care possible - ANSWER b. draw attention to unresolved problems
When patients evaluate the service they received, it is the outcome that is most important.
a. True b. False - ANSWER False
