MHA 705 Exam 6 ACTUAL UPDATED QUESTIONS AND CORRECT ANSWERS
Where does the key to improvement lay? in the measurement of the important characteristics of their practice
Performace The execution of an activity or pattern of behavior; the application of inherent or
learned capabilities to complete a process according to prescribed specifications
or standards.
How is performance measured? using one or more performance indicators
Performance Improvement (PI) A process for involving personnel in planning and executing a continuous flow of
improvements to provide quality healthcare that meets or exceed expectations.
What is data driven? performance monitoring
What is a logical starting point for performance Identifying areas to monitor
improvement activities?
Performance Measure a quantitative tool (ex: rate, ratio, index, percentage) that provides an indication of
an organizations performance in relation to a specified process or outcome.
Components of a good performance measure Documented numerator statement, Denominator statement, and a description of
the population to which the measure is applicable.
What system is the sum total of the performance The Performance Measurement System
measures selected as applicable to a healthcare
organization that is required by Joint Commission for
accreditation process
, What is the Organization-wide performance 1. Identify performance measures
improvement process? 2. Measure Performance
3. Analyze and compare internal/external data
4. Identify improvement opportunity
5. Perform ongoing monitoring
Benchmark a standard of performance or best practice, for a particular process or outcome.
-Establishing ________ for each monitored performance measure assists the
healthcare organization in setting performance baseline, describing process
performance or stability or identifying areas for more focused data collection
3 types of quality indicators 1. Structure Indicators: measure attributes of the setting, such as number and
qualifications of the staff, adequacy of equipment and facilities, and adequacy of
organizational policies and procedures
2. Process Indicators: measure the actions by which services are provided , that is,
thing people or devices do, from conducting appropriate tests to making a
diagnosis to actually carrying out treatment
3. Outcome Indicators: measure the actual results of care for patients and
populations, including patient and family satisfaction.
Technical Dimension recognizes caregivers have the knowledge and judgement to arrive at an
appropriate strategy for providing service to the technical skills to carry it out
Interpersonal Dimension recognizes that caregivers must have the communication skills and social
attributes necessary to serve patients appropriately
The goal of creating a culture of service excellence is? to provide an environment that recognizes and accepts the limitations of human
performance.
External Customers the people outside the organization form whom it provides services.
Ex: patients, physicians, and third-party payers
Internal Customers Receive services from other areas in the organization that make it possible for
them to do their jobs.
Ex: employees
Dashboards Reports of processes measures that help leaders know what is currently goin on
so that they can plan strategically where they want to go next.
Scorecards Reports of outcomes measures to help leaders know what they have
accomplished.
-helps leaders align organizational effort to achieve higher levels of
organizational performance
Consumer Assessment of Healthcare Providers and a program sponsored and administered by the Agency for Healthcare Research
Systems (CAHPS) and Quality (AHRQ) ______ evolved into a source of coordinated survey
instruments and reports intended to measure and communicate information on
healthcare quality from the consumers' perspective.
National CAHPS Benchmarking Database (NCBD) contains 10 years worth of data from the Health plan survey as well as two years
of data from the new hospital survey
Where does the key to improvement lay? in the measurement of the important characteristics of their practice
Performace The execution of an activity or pattern of behavior; the application of inherent or
learned capabilities to complete a process according to prescribed specifications
or standards.
How is performance measured? using one or more performance indicators
Performance Improvement (PI) A process for involving personnel in planning and executing a continuous flow of
improvements to provide quality healthcare that meets or exceed expectations.
What is data driven? performance monitoring
What is a logical starting point for performance Identifying areas to monitor
improvement activities?
Performance Measure a quantitative tool (ex: rate, ratio, index, percentage) that provides an indication of
an organizations performance in relation to a specified process or outcome.
Components of a good performance measure Documented numerator statement, Denominator statement, and a description of
the population to which the measure is applicable.
What system is the sum total of the performance The Performance Measurement System
measures selected as applicable to a healthcare
organization that is required by Joint Commission for
accreditation process
, What is the Organization-wide performance 1. Identify performance measures
improvement process? 2. Measure Performance
3. Analyze and compare internal/external data
4. Identify improvement opportunity
5. Perform ongoing monitoring
Benchmark a standard of performance or best practice, for a particular process or outcome.
-Establishing ________ for each monitored performance measure assists the
healthcare organization in setting performance baseline, describing process
performance or stability or identifying areas for more focused data collection
3 types of quality indicators 1. Structure Indicators: measure attributes of the setting, such as number and
qualifications of the staff, adequacy of equipment and facilities, and adequacy of
organizational policies and procedures
2. Process Indicators: measure the actions by which services are provided , that is,
thing people or devices do, from conducting appropriate tests to making a
diagnosis to actually carrying out treatment
3. Outcome Indicators: measure the actual results of care for patients and
populations, including patient and family satisfaction.
Technical Dimension recognizes caregivers have the knowledge and judgement to arrive at an
appropriate strategy for providing service to the technical skills to carry it out
Interpersonal Dimension recognizes that caregivers must have the communication skills and social
attributes necessary to serve patients appropriately
The goal of creating a culture of service excellence is? to provide an environment that recognizes and accepts the limitations of human
performance.
External Customers the people outside the organization form whom it provides services.
Ex: patients, physicians, and third-party payers
Internal Customers Receive services from other areas in the organization that make it possible for
them to do their jobs.
Ex: employees
Dashboards Reports of processes measures that help leaders know what is currently goin on
so that they can plan strategically where they want to go next.
Scorecards Reports of outcomes measures to help leaders know what they have
accomplished.
-helps leaders align organizational effort to achieve higher levels of
organizational performance
Consumer Assessment of Healthcare Providers and a program sponsored and administered by the Agency for Healthcare Research
Systems (CAHPS) and Quality (AHRQ) ______ evolved into a source of coordinated survey
instruments and reports intended to measure and communicate information on
healthcare quality from the consumers' perspective.
National CAHPS Benchmarking Database (NCBD) contains 10 years worth of data from the Health plan survey as well as two years
of data from the new hospital survey
