1 | Page
C429 Questions and Correct Answers
Community hospital Ans: A short-stay general or specialty (e.g.,
women's, children's, eye, orthopedic) hospital, excluding those
owned by the federal government
Well-Managed Healthcare Organization Ans: The
_________________________________ describes how excellence is
achieved by large HCOs. It identifies the essential functions, their
organization, and the measures that document their performance.
vertical integration Ans: Large HCOs and healthcare systems have
a very different vision, called
vertical integration Ans: The affiliation of organizations that
provide different kinds of service, such as hospital care,
ambulatory care, long-term care, and social services
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, 2 | Page
Horizontal integration Ans: Integration of organizations that
provide the same kind of service, such as two hospitals or two
clinics
cultural
operational
strategic Ans: excellence has three major foundations:
Cultural Ans: a commitment to values that attract the respect
and support of stakeholders as individuals;
Operational Ans: a system that seeks out, evaluates, and
implements opportunities to improve stakeholder returns
Strategic Ans: a system that deliberately monitors the long-term
relationship between stakeholders and responds to changing
needs.
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vision Ans: The mission is supplemented with a shared
___________, an idealistic goal such as universal healthcare.
Evidence from other industrial sectors suggests that BHAGs—big,
hairy, aggressive, goals—challenge associates and lead to better
overall performance.
mission Ans: HCOs state that their _________ is the central
purpose of stakeholder collaboration
values Ans: The mission and vision are, in turn, supplemented by
commitment to ____________ shared rules of conduct. __________
reflect the humanistic consensus of American thought: respect for
all, compassion, honesty, trust, stewardship, and improvement
mission Ans: A statement of purpose—the good or benefit the
HCO intends to contribute—couched in terms of an identified
community, a set of services, and a specific level of cost or finance
vision Ans: An expansion of the mission that expresses
intentions, philosophy, and organizational self-image
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, 4 | Page
values Ans: An expansion of the mission that expresses basic
rules of acceptable conduct, such as respect for human dignity or
acceptance of equality
empowerment Ans: The ability of an associate to control his or
her work situation in ways consistent with the mission
Protocols Ans: Agreed-on procedures for each task in the care
process
Procedures or processes Ans: Actions or steps that transform
inputs to outputs
Agency or accountability Ans: The notion that the organization
can rely on an individual or team to fulfill a specific, prearranged
expectation
Service excellence Ans: Associates anticipate and meet or exceed
customer needs and expectations on the basis of the mission and
values
© 2025 All rights reserved
C429 Questions and Correct Answers
Community hospital Ans: A short-stay general or specialty (e.g.,
women's, children's, eye, orthopedic) hospital, excluding those
owned by the federal government
Well-Managed Healthcare Organization Ans: The
_________________________________ describes how excellence is
achieved by large HCOs. It identifies the essential functions, their
organization, and the measures that document their performance.
vertical integration Ans: Large HCOs and healthcare systems have
a very different vision, called
vertical integration Ans: The affiliation of organizations that
provide different kinds of service, such as hospital care,
ambulatory care, long-term care, and social services
© 2025 All rights reserved
, 2 | Page
Horizontal integration Ans: Integration of organizations that
provide the same kind of service, such as two hospitals or two
clinics
cultural
operational
strategic Ans: excellence has three major foundations:
Cultural Ans: a commitment to values that attract the respect
and support of stakeholders as individuals;
Operational Ans: a system that seeks out, evaluates, and
implements opportunities to improve stakeholder returns
Strategic Ans: a system that deliberately monitors the long-term
relationship between stakeholders and responds to changing
needs.
© 2025 All rights reserved
, 3 | Page
vision Ans: The mission is supplemented with a shared
___________, an idealistic goal such as universal healthcare.
Evidence from other industrial sectors suggests that BHAGs—big,
hairy, aggressive, goals—challenge associates and lead to better
overall performance.
mission Ans: HCOs state that their _________ is the central
purpose of stakeholder collaboration
values Ans: The mission and vision are, in turn, supplemented by
commitment to ____________ shared rules of conduct. __________
reflect the humanistic consensus of American thought: respect for
all, compassion, honesty, trust, stewardship, and improvement
mission Ans: A statement of purpose—the good or benefit the
HCO intends to contribute—couched in terms of an identified
community, a set of services, and a specific level of cost or finance
vision Ans: An expansion of the mission that expresses
intentions, philosophy, and organizational self-image
© 2025 All rights reserved
, 4 | Page
values Ans: An expansion of the mission that expresses basic
rules of acceptable conduct, such as respect for human dignity or
acceptance of equality
empowerment Ans: The ability of an associate to control his or
her work situation in ways consistent with the mission
Protocols Ans: Agreed-on procedures for each task in the care
process
Procedures or processes Ans: Actions or steps that transform
inputs to outputs
Agency or accountability Ans: The notion that the organization
can rely on an individual or team to fulfill a specific, prearranged
expectation
Service excellence Ans: Associates anticipate and meet or exceed
customer needs and expectations on the basis of the mission and
values
© 2025 All rights reserved
