CPHQ Exam Questions with Complete Solutions

CPHQ Exam Questions with Complete Solutions A healthcare provider recently conducted a customer satisfaction survey that focused on the five key quality characteristics in the graph below: By analyzing the information, the provider can identify that customers were most dissatisfied with: - Answer-Cost and most satisfied with caring Which of the following team members is responsible for keeping meetings focused? - Answer-The facilitator facilitates and is responsible for team focus The best way to evaluate the effectiveness of performance improvement training is through - Answer-Observed behavioral changes: it demonstrates transfer of knowledge into practice The best sampling technique for this case study is to review - Answer-The number of records needed using a statistical method: the confidence level and interval would be determined through calculation Which of the following is an example of Information that should be included in an incident report, but should NOT be recorded in a patient's chart - Answer-Details concerning a medication preparation error discovered and corrected prior to administration; as this information is a part of identifying the root cause of the incident and not appropriate for the clinical medical record The primary purpose of an organization's quality improvement (QI) strategic plan is to - Answer-Define the future direction for quality; this is the function of having a QI strategic plan A medication error occurred and resulted ion a severe adverse outcome. In addition to informing the patient and/or family, a healthcare quality professional should - AnswerConduct a root cause analysis; exploration of the system and process issues should be the primary function of a root cause analysis A federally certified electronic health record (EHR) with the capacity for e-prescribing, electronic exchange of health information, and submission of healthcare quality measures meets - Answer-Meaningful use requirements Satisfaction Surveys, focus groups, and complaint tracking are tools used to - AnswerUnderstand customers expectations; surveys, focus groups, and complaints with or from customers can provide information directly from the customers regarding a variety of topics including customer expectations Deemed status refers to - Answer-Accreditation equivalency with a Centers for Medicare and Medicaid Services (CMS) survey; CMS allows deemed status with meeting all conditions of participation requirements through Joint Commission Accreditation A clinical pathway on the management of hip fractures has been developed by a multidisciplinary team and implemented in a large teaching hospital. After monitoring for 6 months, the length of stay continues to exceed the guidelines. Which of the following should be the next step? - Answer-Evaluate compliance with the pathway; evaluation of compliance with the proven pathway should be conducted first to see if that may be influencing the lack of change in the outcome A new quality director has reviewed the information related to the Quality Council minutes, and notes the following:- The council meets quarterly; meetings last approximately 2 hours, the council roster includes all clinical department managers and the quality director. Attendance ranges from 45-60% the primary role of the council is to receive department quality reports, which are then forwarded to the organizations's governing body. Based on the information above, which if the following actions is most appropriate? - Answer-Redefine the council's role to coordinate and prioritize quality activities Balanced scorecards are useful because they - Answer-Put strategy and vision at the center of an organization's effort; the balanced scorecard is a management framework that translates an organization's strategic objectives into a set of performance measures that are measured, monitored, and changed if necessary, to ensure that organizations strategic goals are met A root cause analysis team examined a serious medication error and recommended changes. Which of the following should be done next - Answer-The process owner should implement and assess effectiveness; the recommended changes need to be assigned ownership Refer to the following control chart: In assessing the timeliness for the administration of antibiotics for pneumonia, this control chart demonstrates - Answer-process of improvement An organization can best measure its effectiveness in meeting customer expectations by - Answer-analyzing satisfaction data; satisfaction data evaluates customer satisfaction Based on the principles from the Institute for Healthcare Improvement (IHI), who has the ultimate responsibility for the effectiveness of quality improvement and patient safety within an organization? - Answer-governing body; this is the expectation of TJC and Centers for Medicare and Medicaid Services (CMS) Which of the following are the first steps when preparing for an initial accreditation or certification survey of an organization - Answer-Review the standards and determine readiness.; These actions are part of the gap analysis, which establishes a good baseline to determine where to focus and how to prioritize efforts. The primary purpose of integrating financial and quality management information is to - Answer-identifying problems in resource management; this ties financial impact to quality management Minimizing the chances for an adverse event to reoccur includes determining the primary contributing factor by using - Answer-root cause analysis; as exploration of system and process issues should primary identifying root causes of error