IAHSS (full study guide)
Which of the following is NOT one of the classifications of healthcare organizations in Chapter
one?
A. Propriety or for-profit.
B. Not-for-profit.
C. Government-supported.
D. Individual healthcare. - ANSD. Individual healthcare.
Which of the following is NOT a risk issue for healthcare?
A. Drugs are used and stored in the facility.
B. Mostly female staff.
C. High percentage of technical and professional staff.
D. Publicly accessible and many doors must remain open. - ANSC. High percentage of
technical and professional staff.
Which of the following is usually at the top of the organizational chart?
A. Board of Directors.
B. Department leaders.
C. Assistant administrators.
D. Vice presidents. - ANSA. Board of Directors
Which of the following statements best describes employees?
A. Medical staff contracted by the facility.
B. All staff directly employed by the facility.
C. Volunteers who donate their time.
D. Contracted persons. - ANSB. All staff directly employed by the facility.
Security uses senior management's endorsement to build what kind of program?
A. Strong and effective.
B. A program that works in a small part of the facility.
C. Generally effective.
D. Strong and simple. - ANSA. Strong and effective.
How should friendships and inter-personal relationships between security officers and staff
members from other departments be treated?
A. Discouraged.
B. Encouraged.
C. Encouraged but monitored.
D. Encouraged, but security staff educated about ethics and avoiding favoritism. - ANSD.
Encouraged, but security staff educated about ethics and avoiding favoritism.
,Which of the following allows a department to assess its cost-effectiveness within an
organization?
A. Crime analysis.
B. Risk assessments.
C. Bench-marking.
D. Evaluation surveys. - ANSC. Bench-marking.
What should the most primary overriding concern of any security department be?
A. Its image.
B. The safety and well-being of anyone in the facility.
C. The goals and mission of the entity employing the security services.
D. Cost-effectiveness. - ANSB. 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?
A. Good observation skills.
B. good communication skills.
C. Tolerance.
D. All of the above. - ANSD. All of the above.
Why are vendors potentially a high security risk to a healthcare facility?
A. Vendors often have access to sensitive areas yet staff of the healthcare organization may
know very little about vendor's background.
B. Vendors typically drive large vehicles that can conceal large amounts of stolen property or
contraband.
C. Competing vendors may clash at a facility.
D. Vendors may be bringing in high-demand products that could be targeted for theft. - ANSA.
Vendors often have access to sensitive areas yet staff of the healthcare organization may know
very little about vendor's background.
In the patient- and family-centered care philosophy, who determines which individuals are part
of the patient's family?
A. Patient's parents or legal guardians.
B. Nursing staff.
C. Attending physician.
D. The patient, provided he or she is developmentally mature and competent to do so. - ANSD.
The patient, provided he or she is developmentally mature and competent to do so.
Which of the following is not an example of an external costumer?
A. Patients.
B. Vendors.
C. Employees.
D. Regulatory agencies. - ANSC. Employees.
,Which of the following does NOT help the security uniform communicate an appropriate
message to the public?
A. Clean uniform.
B. Wearing the uniform shirt outside of the trousers.
C. Well cared for uniform.
D. Shined footwear. - ANSB. Wearing the uniform shirt outside of the trousers.
Which of the following is NOT an example of undesirable behavior and demeanor in a security
officer?
A. Bad attitude.
B. Dishonesty.
C. Impoliteness.
D. Confidence. - ANSD. Confidence.
What is the relationship between employees and management sometimes called?
A. Employee relations.
B. Confidentiality.
C. Family interaction.
D. Tense conversation. - ANSA. Employee relations.
Which of the following may union members NOT do during picketing?
A. Carry signs.
B. Protest management decisions.
C. Block entrances to the building.
D. Congregate outside the facility. - ANSC. Block entrances to the building.
Which of the following is NOT a true statement about customers' perceptions of their
experience?
A. Interaction is subject to personal interpretation.
B. Interaction can only be perceived by words stated.
C. Interaction is affected by body language.
D. Interaction is affected by all of your actions. - ANSB. Interaction can only be perceived by
words stated.
Which of the following is NOT one of the three powerful, personal reasons to provide great
customer service?
A. More job satisfaction.
B. Less stress and hassle.
C. Trying to impress your supervisor.
D. More job success. - ANSC. Trying to impress your supervisor.
Which of the following describes the main objective of good customer service?
A. To make the customer walk away with a positive feeling.
, B. To help the customer see that someone tried, even though though the customer,s wants were
not met.
C. To make the customer think no one cares about the concern raised by the customer.
D. To help the customer walk away with a neutral feeling. - ANSA. To make the customer walk
away with a positive feeling.
Which of the following is the definition of a customer?
A. External paying customer.
B. Internal customer.
C. Non-paying external customer.
D. Anyone with whom you interact. - ANSD. Anyone with whom you interact.
Which of the following is NOT a common technique to use while providing good customer
service.
A. Acknowledge the customer's needs.
B. Use inappropriate body language.
C. Provide alternatives.
D. Say thank you. - ANSB. Use inappropriate body language.
The Joint Commission requires that risk assessments be conducted how often?
A. Every two years.
B. Every six months.
C. Every year.
D. Monthly. - ANSC. Every year.
Which of the following is NOT a true statement?
A. Team building encourages employee involvement in planning, problem solving, and decision
making within the organization.
B. Team building promotes a better understanding of decisions.
C. Team building rarely contributes to support for ownership of decisions, processes, and
changes.
D. Active participation on teams can engage employees. - ANSC. Team building rarely
contributes to support for ownership of decisions, processes, and changes.
Which of the following is NOT an ongoing or functional work team?
A. A project team.
B. A natural work team.
C. A management team.
D. A process improvement team. - ANSA. A project team.
What is a misdemeanor?
A. A crime punishable by imprisonment for more than a year.
B. A violation of the municipal code.
C. Any offense other than a felony.
Which of the following is NOT one of the classifications of healthcare organizations in Chapter
one?
A. Propriety or for-profit.
B. Not-for-profit.
C. Government-supported.
D. Individual healthcare. - ANSD. Individual healthcare.
Which of the following is NOT a risk issue for healthcare?
A. Drugs are used and stored in the facility.
B. Mostly female staff.
C. High percentage of technical and professional staff.
D. Publicly accessible and many doors must remain open. - ANSC. High percentage of
technical and professional staff.
Which of the following is usually at the top of the organizational chart?
A. Board of Directors.
B. Department leaders.
C. Assistant administrators.
D. Vice presidents. - ANSA. Board of Directors
Which of the following statements best describes employees?
A. Medical staff contracted by the facility.
B. All staff directly employed by the facility.
C. Volunteers who donate their time.
D. Contracted persons. - ANSB. All staff directly employed by the facility.
Security uses senior management's endorsement to build what kind of program?
A. Strong and effective.
B. A program that works in a small part of the facility.
C. Generally effective.
D. Strong and simple. - ANSA. Strong and effective.
How should friendships and inter-personal relationships between security officers and staff
members from other departments be treated?
A. Discouraged.
B. Encouraged.
C. Encouraged but monitored.
D. Encouraged, but security staff educated about ethics and avoiding favoritism. - ANSD.
Encouraged, but security staff educated about ethics and avoiding favoritism.
,Which of the following allows a department to assess its cost-effectiveness within an
organization?
A. Crime analysis.
B. Risk assessments.
C. Bench-marking.
D. Evaluation surveys. - ANSC. Bench-marking.
What should the most primary overriding concern of any security department be?
A. Its image.
B. The safety and well-being of anyone in the facility.
C. The goals and mission of the entity employing the security services.
D. Cost-effectiveness. - ANSB. 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?
A. Good observation skills.
B. good communication skills.
C. Tolerance.
D. All of the above. - ANSD. All of the above.
Why are vendors potentially a high security risk to a healthcare facility?
A. Vendors often have access to sensitive areas yet staff of the healthcare organization may
know very little about vendor's background.
B. Vendors typically drive large vehicles that can conceal large amounts of stolen property or
contraband.
C. Competing vendors may clash at a facility.
D. Vendors may be bringing in high-demand products that could be targeted for theft. - ANSA.
Vendors often have access to sensitive areas yet staff of the healthcare organization may know
very little about vendor's background.
In the patient- and family-centered care philosophy, who determines which individuals are part
of the patient's family?
A. Patient's parents or legal guardians.
B. Nursing staff.
C. Attending physician.
D. The patient, provided he or she is developmentally mature and competent to do so. - ANSD.
The patient, provided he or she is developmentally mature and competent to do so.
Which of the following is not an example of an external costumer?
A. Patients.
B. Vendors.
C. Employees.
D. Regulatory agencies. - ANSC. Employees.
,Which of the following does NOT help the security uniform communicate an appropriate
message to the public?
A. Clean uniform.
B. Wearing the uniform shirt outside of the trousers.
C. Well cared for uniform.
D. Shined footwear. - ANSB. Wearing the uniform shirt outside of the trousers.
Which of the following is NOT an example of undesirable behavior and demeanor in a security
officer?
A. Bad attitude.
B. Dishonesty.
C. Impoliteness.
D. Confidence. - ANSD. Confidence.
What is the relationship between employees and management sometimes called?
A. Employee relations.
B. Confidentiality.
C. Family interaction.
D. Tense conversation. - ANSA. Employee relations.
Which of the following may union members NOT do during picketing?
A. Carry signs.
B. Protest management decisions.
C. Block entrances to the building.
D. Congregate outside the facility. - ANSC. Block entrances to the building.
Which of the following is NOT a true statement about customers' perceptions of their
experience?
A. Interaction is subject to personal interpretation.
B. Interaction can only be perceived by words stated.
C. Interaction is affected by body language.
D. Interaction is affected by all of your actions. - ANSB. Interaction can only be perceived by
words stated.
Which of the following is NOT one of the three powerful, personal reasons to provide great
customer service?
A. More job satisfaction.
B. Less stress and hassle.
C. Trying to impress your supervisor.
D. More job success. - ANSC. Trying to impress your supervisor.
Which of the following describes the main objective of good customer service?
A. To make the customer walk away with a positive feeling.
, B. To help the customer see that someone tried, even though though the customer,s wants were
not met.
C. To make the customer think no one cares about the concern raised by the customer.
D. To help the customer walk away with a neutral feeling. - ANSA. To make the customer walk
away with a positive feeling.
Which of the following is the definition of a customer?
A. External paying customer.
B. Internal customer.
C. Non-paying external customer.
D. Anyone with whom you interact. - ANSD. Anyone with whom you interact.
Which of the following is NOT a common technique to use while providing good customer
service.
A. Acknowledge the customer's needs.
B. Use inappropriate body language.
C. Provide alternatives.
D. Say thank you. - ANSB. Use inappropriate body language.
The Joint Commission requires that risk assessments be conducted how often?
A. Every two years.
B. Every six months.
C. Every year.
D. Monthly. - ANSC. Every year.
Which of the following is NOT a true statement?
A. Team building encourages employee involvement in planning, problem solving, and decision
making within the organization.
B. Team building promotes a better understanding of decisions.
C. Team building rarely contributes to support for ownership of decisions, processes, and
changes.
D. Active participation on teams can engage employees. - ANSC. Team building rarely
contributes to support for ownership of decisions, processes, and changes.
Which of the following is NOT an ongoing or functional work team?
A. A project team.
B. A natural work team.
C. A management team.
D. A process improvement team. - ANSA. A project team.
What is a misdemeanor?
A. A crime punishable by imprisonment for more than a year.
B. A violation of the municipal code.
C. Any offense other than a felony.
