MGT 702 FINAL EXAM QUESTIONS &
DETAILED PASSED ANSWERS
You give a public talk on your HCO's achievements at the local community college. In
the Q&A, a lady asks, "I've heard the electronic records are not really safe, but you said
they were a big success. How can we be sure our information is protected?" "I
understand your concern," you reply. You continue: - CORRECT ANSWER "Whether
they are paper or electronic, patient records are subject to various risks. We meet or
surpass national privacy standards. Outside auditors have given us a high score. We've
met all the auditors' recommendations."
As the intern in a large HCO, you are alone in an elevator until two patient care techs
and two guests enter. The PCAs are talking about "Ms. Jones," who apparently has
some complication to her surgery. As you hear them, you decide: - CORRECT
ANSWER To tap one on the shoulder and point to a sign that says, "Do not discuss
patient matters in public"
While you're lunching with a group of young nurses, one of them says, "On my unit, we
seem to have had an increase in catheter-associated urinary tract infections (CAUTIs),
but the rate on monthly report does not show it. My nurse manager says not to worry
about it. Do you think she's right?" You respond: - CORRECT ANSWER "Maybe not.
Do you have any idea why it's changing?"
Your lunch friends—young nurses and doctors—complain steadily about the EHR.
"Takes forever" and "can't find" are common threads. You should: - CORRECT
ANSWER Find out if there are EHR OFIs about speed and search, and report back to
your friends.
You're on the search committee to replace the CIO at a high-performing HCO. The
leading candidate asks you, "How can I be sure that your HCO will provide adequate
capital investment funds?" You reply: - CORRECT ANSWER The board's policy is
(state what the policy is—so much per year earmarked for IT or to judge IT requests
with all capital needs). Here's our record in recent years."
In your fellowship at a high-performing HCO, the CIO asks, "Is our communication to
associates what it should be? Ideally, every associate should know all the general
policies related to their job. How could we identify communications OFIs? Give me your
thoughts on that, to help me decide whether we should do a more extensive review."
You go back to your office and start a list of ways to assess HCO-to-associate
communication. Your initial thoughts include the following options:1—Every PIT could
report to KM planning on what they feel are communication OFIs.2—Add questions to
the employee satisfaction survey.3—Study unexpected-event reports to identify cases
, where communication failed.4—Offer all intranet users a voluntary follow-up survey,
"Was this the info you needed?"5—Ask senior management to ask first-line managers
on rounds, "What do associates not know but should?"6—Ask for comments in exit
interv - CORRECT ANSWER 1,3, and 5
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 ANSWER
All of the above
The CIO comments in a senior leadership meeting, "We're implementing best practice
from Memorial Sugar Land (see exhibit 10.5). It does not address disaster planning,
though. I'd like to form a PIT to consider implications of long-term power loss, protection
of data against theft, how to coordinate transfer of data if patients must be moved and
our system is down, and issues like that." The COO says, "Sure, but..." - CORRECT
ANSWER "...maybe we should dedicate a senior leadership meeting to thinking through
the charge."
An orthopedist on staff says, "My residency hospital in the Intermountain system used
some patient recovery measures that aren't on my unit's scorecard. They were helpful,
because they focused on improving function." You reply: - CORRECT ANSWER "Can
you explain them to me? I'll check the literature and draft a proposal for your review. It
will have to be reviewed by orthopedics and the KM planning committee."
Attending a meeting of your HCO's primary care physicians, you hear a lot of
complaints. "The EHR's a pain"; "I can't spend the time I should with patients"; "You
have to check every box, 'No, this man is not pregnant. Yes, this 80 year old has
arthritis. It's a waste of time.'" You decide: - CORRECT ANSWER To ask the
practitioners if they would serve on a PIT to make the EHR less obtrusive
At a budget planning meeting, a senior leader from finance says, "We spend a ton on
training. Do we have any concrete idea of what we get for the money?" "Interesting
question," you respond... - CORRECT ANSWER "We get high scores on our measures
of associates' satisfaction and engagement. Our units routinely make their improvement
goals."
At an associate forum, one associate asks if the HCO can add free parking as an
employment benefit. You reply: - CORRECT ANSWER "We try to add benefits that are
useful to a large number of employees and don't give an advantage to some
employees. Many employees car-pool or use public transportation."
You meet a colleague at a bar after an ACHE meeting. The colleague says, "I'm scared
of this incentive pay that all the Baldrige winners are using. Incentive pay has a long
history, a lot of it bad. We might be walking into real trouble." You don't have to reply,
but you think about it. He's right about the history. Yet the approach seems to be
working at your HCO and many others. What are the factors that have made it a
DETAILED PASSED ANSWERS
You give a public talk on your HCO's achievements at the local community college. In
the Q&A, a lady asks, "I've heard the electronic records are not really safe, but you said
they were a big success. How can we be sure our information is protected?" "I
understand your concern," you reply. You continue: - CORRECT ANSWER "Whether
they are paper or electronic, patient records are subject to various risks. We meet or
surpass national privacy standards. Outside auditors have given us a high score. We've
met all the auditors' recommendations."
As the intern in a large HCO, you are alone in an elevator until two patient care techs
and two guests enter. The PCAs are talking about "Ms. Jones," who apparently has
some complication to her surgery. As you hear them, you decide: - CORRECT
ANSWER To tap one on the shoulder and point to a sign that says, "Do not discuss
patient matters in public"
While you're lunching with a group of young nurses, one of them says, "On my unit, we
seem to have had an increase in catheter-associated urinary tract infections (CAUTIs),
but the rate on monthly report does not show it. My nurse manager says not to worry
about it. Do you think she's right?" You respond: - CORRECT ANSWER "Maybe not.
Do you have any idea why it's changing?"
Your lunch friends—young nurses and doctors—complain steadily about the EHR.
"Takes forever" and "can't find" are common threads. You should: - CORRECT
ANSWER Find out if there are EHR OFIs about speed and search, and report back to
your friends.
You're on the search committee to replace the CIO at a high-performing HCO. The
leading candidate asks you, "How can I be sure that your HCO will provide adequate
capital investment funds?" You reply: - CORRECT ANSWER The board's policy is
(state what the policy is—so much per year earmarked for IT or to judge IT requests
with all capital needs). Here's our record in recent years."
In your fellowship at a high-performing HCO, the CIO asks, "Is our communication to
associates what it should be? Ideally, every associate should know all the general
policies related to their job. How could we identify communications OFIs? Give me your
thoughts on that, to help me decide whether we should do a more extensive review."
You go back to your office and start a list of ways to assess HCO-to-associate
communication. Your initial thoughts include the following options:1—Every PIT could
report to KM planning on what they feel are communication OFIs.2—Add questions to
the employee satisfaction survey.3—Study unexpected-event reports to identify cases
, where communication failed.4—Offer all intranet users a voluntary follow-up survey,
"Was this the info you needed?"5—Ask senior management to ask first-line managers
on rounds, "What do associates not know but should?"6—Ask for comments in exit
interv - CORRECT ANSWER 1,3, and 5
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 ANSWER
All of the above
The CIO comments in a senior leadership meeting, "We're implementing best practice
from Memorial Sugar Land (see exhibit 10.5). It does not address disaster planning,
though. I'd like to form a PIT to consider implications of long-term power loss, protection
of data against theft, how to coordinate transfer of data if patients must be moved and
our system is down, and issues like that." The COO says, "Sure, but..." - CORRECT
ANSWER "...maybe we should dedicate a senior leadership meeting to thinking through
the charge."
An orthopedist on staff says, "My residency hospital in the Intermountain system used
some patient recovery measures that aren't on my unit's scorecard. They were helpful,
because they focused on improving function." You reply: - CORRECT ANSWER "Can
you explain them to me? I'll check the literature and draft a proposal for your review. It
will have to be reviewed by orthopedics and the KM planning committee."
Attending a meeting of your HCO's primary care physicians, you hear a lot of
complaints. "The EHR's a pain"; "I can't spend the time I should with patients"; "You
have to check every box, 'No, this man is not pregnant. Yes, this 80 year old has
arthritis. It's a waste of time.'" You decide: - CORRECT ANSWER To ask the
practitioners if they would serve on a PIT to make the EHR less obtrusive
At a budget planning meeting, a senior leader from finance says, "We spend a ton on
training. Do we have any concrete idea of what we get for the money?" "Interesting
question," you respond... - CORRECT ANSWER "We get high scores on our measures
of associates' satisfaction and engagement. Our units routinely make their improvement
goals."
At an associate forum, one associate asks if the HCO can add free parking as an
employment benefit. You reply: - CORRECT ANSWER "We try to add benefits that are
useful to a large number of employees and don't give an advantage to some
employees. Many employees car-pool or use public transportation."
You meet a colleague at a bar after an ACHE meeting. The colleague says, "I'm scared
of this incentive pay that all the Baldrige winners are using. Incentive pay has a long
history, a lot of it bad. We might be walking into real trouble." You don't have to reply,
but you think about it. He's right about the history. Yet the approach seems to be
working at your HCO and many others. What are the factors that have made it a
