IAHSS HOSPITAL SECURITY OFFICERS 6TH
ED CHPTS 1-19 TEST#1 101 QUESTIONS AND
ANSWERS 100% CORRECT!
Which of the following is Not one of the classifications of healthcare
organizations discussed in this chapter? - ANSWER an Individual healthcare
organization
Which of the following is Not a risk issue for healthcare? - ANSWER High percentage of
technical and professional staff
Which of the following is usually at the top of the organizational chart? - ANSWER
Board of Directors
Which of the following statements best describes employees? - ANSWER All staff is
directly employed by the facility
Security uses senior management's endorsement to build what kind of program? -
ANSWER a strong and effective program
How should friendships and interpersonal relationships between security officers and
staff members from other departments be treated? - ANSWER Encouraged, but security
staff must be educated about ethics and avoid favoritism.
Which of the following allows a department to assess its cost effectiveness within an
organization? - ANSWER Benchmarking - gives a good comparison of a department's
cost effectiveness by comparing other organizations.
What should the most primary overriding concern of any security department be? -
ANSWER The safety and well being of anyone in the facility.
Which of the following are skills a security professional should have and use at all
times? - ANSWER Good observation and communication skills, and tolerance
Why are vendors potentially a high security risk to a healthcare facility - ANSWER
Vendors have access to sensitive areas with little to no background checks.
, In patient and family centered care philosophy, who determines which individuals are
part of the patient's family? - ANSWER The patient, if mature and competent to do so
Perception is reality-Which of the following is important for the security professional to
remember regarding this statement? - ANSWER All interactions are subject to personal
interpretation, positive nonverbals, paraverbals will influence perception, a customer's
prior history of interaction may impact their impression of security
Which of the following are powerful reasons to advocate and promote strong customer
service? - ANSWER Strong customer service prevents violence and helps preserve a
safe therapeutic environment, supports people in crisis, and allows security officers
opportunities to problem solve
The L.A.S.T technique in managing complaints requires security professionals to: -
ANSWER Listen, Apologize, Solve, Thank
Which of the following environmental factors can contribute to customer dissatisfaction
and anxiety? - ANSWER Lack of privacy,crowding, excessive noise, and lack of
refreshments
Which of the following is Not a reason organizations should use teams? - ANSWER
Forming a team ensures the team will be successful
The security department would be an example of what type of team? - ANSWER An
ongoing or functional team
To be successful, teams need which of the following? - ANSWER Clearly defined
purposes and goals, defined boundaries, access to people in the know, access to
resources, effective and applicable training
Which of the following is a challenge to teamwork? - ANSWER Relevance
Which of the following is Not a stage of team development? - ANSWER Rounding
Which of the following is Not an opportunity derived from patrol? - ANSWER Using a the
security vehicle to go off site.
Which is the most common patrol approach? - ANSWER Conspicuous
Which of the following are the three key elements of a good patrol? - ANSWER
Observation, perception, and memory
ED CHPTS 1-19 TEST#1 101 QUESTIONS AND
ANSWERS 100% CORRECT!
Which of the following is Not one of the classifications of healthcare
organizations discussed in this chapter? - ANSWER an Individual healthcare
organization
Which of the following is Not a risk issue for healthcare? - ANSWER High percentage of
technical and professional staff
Which of the following is usually at the top of the organizational chart? - ANSWER
Board of Directors
Which of the following statements best describes employees? - ANSWER All staff is
directly employed by the facility
Security uses senior management's endorsement to build what kind of program? -
ANSWER a strong and effective program
How should friendships and interpersonal relationships between security officers and
staff members from other departments be treated? - ANSWER Encouraged, but security
staff must be educated about ethics and avoid favoritism.
Which of the following allows a department to assess its cost effectiveness within an
organization? - ANSWER Benchmarking - gives a good comparison of a department's
cost effectiveness by comparing other organizations.
What should the most primary overriding concern of any security department be? -
ANSWER The safety and well being of anyone in the facility.
Which of the following are skills a security professional should have and use at all
times? - ANSWER Good observation and communication skills, and tolerance
Why are vendors potentially a high security risk to a healthcare facility - ANSWER
Vendors have access to sensitive areas with little to no background checks.
, In patient and family centered care philosophy, who determines which individuals are
part of the patient's family? - ANSWER The patient, if mature and competent to do so
Perception is reality-Which of the following is important for the security professional to
remember regarding this statement? - ANSWER All interactions are subject to personal
interpretation, positive nonverbals, paraverbals will influence perception, a customer's
prior history of interaction may impact their impression of security
Which of the following are powerful reasons to advocate and promote strong customer
service? - ANSWER Strong customer service prevents violence and helps preserve a
safe therapeutic environment, supports people in crisis, and allows security officers
opportunities to problem solve
The L.A.S.T technique in managing complaints requires security professionals to: -
ANSWER Listen, Apologize, Solve, Thank
Which of the following environmental factors can contribute to customer dissatisfaction
and anxiety? - ANSWER Lack of privacy,crowding, excessive noise, and lack of
refreshments
Which of the following is Not a reason organizations should use teams? - ANSWER
Forming a team ensures the team will be successful
The security department would be an example of what type of team? - ANSWER An
ongoing or functional team
To be successful, teams need which of the following? - ANSWER Clearly defined
purposes and goals, defined boundaries, access to people in the know, access to
resources, effective and applicable training
Which of the following is a challenge to teamwork? - ANSWER Relevance
Which of the following is Not a stage of team development? - ANSWER Rounding
Which of the following is Not an opportunity derived from patrol? - ANSWER Using a the
security vehicle to go off site.
Which is the most common patrol approach? - ANSWER Conspicuous
Which of the following are the three key elements of a good patrol? - ANSWER
Observation, perception, and memory
