management in health care third editionBy Diane L. Kelly .docx

management in health care third edition
By: Diane L. Kelly
Quality Management: A Systems Approach
Questions 1 to 20:
Select the best answer to each question. Note that a question
and its answers may be split across a page
break, so be sure that you have seen the
entire
question and
all
the answers before choosing an answer.
1.
Which one of the following systems context models uses a
contemporary triad and illustrates essential
elements of organizational effectiveness?
A.
Socioecological framework
B.
Three core process model
C.
Baldrige performance
D.
Systems model of organizational accidents

2.
A quality manager asks why medical errors are increasing. By
asking this type of question, you can
deduce that she's
most
likely at which stage?
A.
Going below the waterline for changes
B.
Using information to identify essential systemic structure
C.
Understanding how systemic structure isn't readily available
D.
Understanding how systemic structure influences behavior
3.
When something fails to achieve the intended outcome, it's
called a/an
A.
error.
B.
latency.
C.
violation.
D.
adverse event.

4.
You manage a department, and your main philosophy is to
eliminate waste. In doing so, you're using
which one of the following tools?
A.
Six Sigma
B.
Total quality management
C.
Organizational design
D.
Lean thinking
5.
A systems manager comes to work in the morning after his night
team had a long night of system issues.
The manager stops one employee in the hall to ask what
happened during the evening shift. The employee
shouts, "I quit!" and storms out, slamming the door. This
scenario is
best
described as an example of
A.
history dependency.
B.
change.

C.
nonlinearity.
D.
trade-offs.
6.
When desired healthcare outcomes are consistent with
professional knowledge, then the organization has
achieved
A.
quality.
B.
organizational management.
C.
quality control.
D.
continuum.
7.
The CEO meets with hospital managers to ensure that each
understands his or her responsibility in the
upcoming Joint Commission survey. In doing so, the CEO is
supporting _______ structure.
A.
organizational
B.

intuitive
C.
systemic
D.
cognitive
8.
A patient's discharge status prognosis is "good." This prognosis
is an example of
A.
an input.
B.
an output.
C.
a conversion process.
D.
feedback.
9.
You're the health information manager and your best friend is a
laboratory technician at the same
hospital. In which total quality customer focus category does
your friend belong?
A.
Stakeholder
B.
External customer

C.
Internal customer
D.
Researcher
10.
Which one of the following systems context models
best
explains how medical errors occur?
A.
B.
Baldrige peformance
C.
D.
11.
Which one of the following systems context models provides a
"big picture" look at healthcare across a
broad view of different influences on a system?
A.
Baldrige performance
B.

C.
D.
12.
A manager was dissatisfied with the results of her study, so she
reexamined and reframed the study. In
doing so, she practiced
A.
cognitive psychology.
B.
double-loop learning.
C.
single-loop learning.
D.
schema.
13.
A manager fails to schedule enough nurses for a holiday
weekend. Nurses who had to work double
shifts after a few nurses called in sick quit a few weeks later
due to job dissatisfaction and being
overworked. This scenario is
best
described as a/an
A.

latent error.
B.
active error.
C.
error of commission.
D.
execution error.
14.
An employee, Mac Smith, is servicing the imaging machine in
the hospital. In doing so, he's practicing
A.
quality management.
B.
quality control.
C.
quality assurance.
D.
total quality.
15.
A nurse manager notices that surgical sponges were improperly
manufactured, so she discards them
prior to a surgery. In doing so, she's practicing quality
A.
improvement.

B.
assurance.
C.
control.
D.
management.
16.
One of your employees tells you, "You always take the other
employee's side and never my side." This
employee is illustrating which one of the following ways of
thinking?
A.
Double-loop learning
B.
Schema
C.
Cognitive psychology
D.
Mental model
17.
As a manager, how can understanding and becoming aware of
your own mental model be beneficial?
A.
It provide solutions based on only past experiences.
B.

It makes you feel unsatisfied with results and consequences.
C.
It undermines your efforts to achieve quality results.
D.
It helps to successfully progress along the quality continuum.
18.
Vertical organizational structures often prevent interaction
across departments and sometimes make it
difficult to identify patterns. This is a downfall that falls under
which system behavior lesson?
A.
Understanding how systemic structure influences behavior
End of exam
B.
Understanding how systemic structure isn't readily available
C.
Using information to identify essential systemic structure
D.
Going below the waterline for changes
19.
To have a more dynamic and mature quality approach, you
should add which one of the following
choices to your model?
A.

Conversion processes
B.
Feedback
C.
Inputs
D.
Outputs
20.
A patient comes to the respiratory therapy department for a
breathing treatment. This is an example of
a/an
A.
feedback.
B.
conversion process.
C.
input.
D.
output.
Achieving Quality Results in Complex Systems: Part 1
Questions 1 to 20:

entire
question and
all
1.
Which part of the SMART goal system limits the opportunity
for improvement?
A.
Achievable
B.
Measurable
C.
Specific
D.
Relevant
2.
Increasing goal-setting skills to move along the quality
continuum decreases
A.
political pressure.
B.
errors.
C.
decision making.

D.
alternatives.
3.
Which of the following organizations is a private accreditation
body for healthcare that provides direction
on sentinel events?
A.
National Patient Safety Goals
B.
National Quality Forum
C.
Centers for Medicare and Medicaid Services
D.
Joint Commission
4.
Which of the following actions is a mature goal on the quality
continuum?
A.
Measuring and tracking progress on key strategic and
operational goals
B.
Addressing key strategies of the entire organization
C.
Reacting to problems as they occur
D.

Defining goals for the organizational departments
5.
Which part of the SMART goal system requires perspective and
context to be useful?
A.
Measurable
B.
Relevant
C.
Achievable
D.
Specific
6.
When an unexpected death occurs in a healthcare facility,
accredited hospitals are required to conduct
A.
root cause analysis.
B.
a sentinel event.
C.
service quality study.
D.
patient perception measurement.
7.
What does the purpose principle aid managers in doing?

A.
Developing a reason for "being"
B.
Creating an identity
C.
Promoting disease intervention
D.
Identifying issues to address
8.
Policies established by organizations that oversee and guide the
healthcare industry are _______ policies.
A.
private
B.
public
C.
regulatory
D.
allocative
9.
Which part of the SMART goal system can limit innovations or
breakthroughs?
A.
Specific

B.
Achievable
C.
Measurable
D.
Relevant
10.
Which part of the SMART goal system can make an
organization stay at the current ability levels of
employees?
A.
Specific
B.
Measurable
C.
Relevant
D.
Achievable
11.
Creating new positions and conducting training for new
employees instead of identifying the underlying
cause of problems is an example of
A.
setting improvement goals.

B.
gaining results.
C.
reformulating.
D.
repair service behavior.
12.
For managers to explain why their organizations exist, they
must provide the organization's
A.
purpose.
B.
mission.
C.
context.
D.
vision.
13.
When private policies aren't in place, which of the following
types of policies may pick up the slack?
A.
Regulatory
B.
Allocative
C.

Private
D.
Public
14.
The policy that may allow the use of public funding to ensure
that public objectives are met is the
_______ policy.
A.
public
B.
allocative
C.
regulatory
D.
private
15.
If a nurse correctly starts an IV line in a patient, her action is
best
classified as a/an
A.
patient perception.
B.
technical quality.
C.
implicit goal.

D.
service quality.
16.
"Getting new furniture for the obstetrics unit waiting room
within the next year" is an example of a/an
A.
result.
B.
organization goal.
C.
objective.
D.
strategic goal.
17.
A physician who's granted permission by the state to practice is
working under
A.
licensure.
B.
accreditation.
C.
certification.
D.
compliance.

18.
Regular mammogram screenings for healthy women is
best
described as an example of _______
prevention.
A.
primary
B.
tertiary
C.
purpose
D.
secondary
19.
Improving nursing customer service is an example of a/an
_______ goal.
A.
negative
B.
unclear
C.
positive
D.
clear
20.

Which of the following scenarios illustrates the
best
example of managing context?
A.
A manager setting expectations about communications among
departments
B.
Promoting a biller to supervisor because of his or her excellent
managerial skills
C.
An employee making a decision about her job responsibilities
when the manager isn't around
D.
A nurse calling in sick for the day
Achieving Quality Results in Complex Systems: Part 2
Questions 1 to 20:
entire
question and
all
1.
The CEO of a hospital tells the management team that she wants
them to continuously review, evaluate,

and change requirements. In doing so, she wants the managers
to apply the quality model of the _______
cycle.
A.
performance management
B.
Pareto Principle
C.
Shewhart
D.
DMAIC
2.
Which of the following organization assessment reviews
includes "threats" as part of the analysis?
A.
FMEA
B.
PEST
C.
SWOT
D.
JCAHO
3.
A quality committee is reviewing health information data to

identify nosocomial infections for a study. In
doing so, which step is the committee fulfilling in the Shewhart
cycle?
A.
Plan
B.
Act
C.
Do
D.
Study/check
4.
A department manager wishes to tackle the issue of high
employee turnover and therefore schedules a
department meeting. A new employee starts the meeting by
asking, "Exactly what are we trying to
accomplish here?" Unknowingly, the new employee is
exhibiting a critical part of which quality cycle?
A.
Shewhart cycle
B.
DMAIC cycle
C.
Pareto Principle cycle

D.
Performance management cycle
5.
You're a manager observing your team for trends and patterns
that reveal issues. In doing so, your
behavior falls under which aspect of performance management
measures?
A.
Testing strategy
B.
Bias
C.
Measurement aim
D.
Measurement methods
6.
Which one of the following choices can be defined as "the voice
of the customer"?
A.
Process measurement
B.
Context
C.
Process performance
D.

Unbundled data
7.
A manager is standardizing policies and sharing best practices
in the departmental meeting. In doing so,
the manager is fulfilling which step in the Shewhart cycle?
A.
Act
B.
Do
C.
Study/check
D.
Plan
8.
You notice that the emergency department response time
increases considerably on Tuesday nights.
Upon further investigation, you find out that the department is
short two staff members on Tuesday nights.
On your process and system performance chart, you would refer
to this fact as
A.
frequency distribution.
B.
random variation.

C.
assignable variation.
D.
unbundled data.
9.
Which one of the following umbrella terms describes
methodologies, metrics, processes, and systems
used?
A.
Enterprise performance management
B.
Process capability
C.
Performance improvement
D.
Framework implementation
10.
If a manager wants a quick and complete overview of what is
happening in the business, the manager
could use
A.
balanced scorecards.
B.
context reports.

C.
enterprise performance management techniques.
D.
bundled data.
11.
Implementing any change first on a small scale represents part
of the ______ cycle.
A.
Shewhart
B.
Pareto Principle
C.
performance management
D.
DMAIC
12.
Which one of the following types of analysis requires a detailed
investigation of past systems and
processes to understand causes?
A.
Root cause
B.
Failure mode and effects
C.
Prospective

D.
Pareto
13.
A manager is reviewing the results of a coding study. In doing
so, the manager is probably fulfilling
which step in the PDCA cycle?
A.
Act
B.
Do
C.
Study/check
D.
Plan
14.
After listening to the complaints of overworked nurses, a nurse
manager reviews schedules and then
devises a plan to successfully hire additional staff and provide
more days off. In doing so, the manager
exhibited critical professional judgment known as
A.
PDCA.
B.
performance management.

C.
critical thinking.
D.
holding gains.
15.
According to the aspects of performance management measures,
how can you determine whether a
change is or isn't an improvement?
A.
Generate a hypothesis
B.
Identify random and assignable variables
C.
Determine whether there's a free flow of information
D.
Get feedback about system performance
16.
If you're working on the principle that a few causes result in
many effects, you would
most
likely
illustrate it with a
A.
cause-and-effect diagram.

B.
Pareto chart.
C.
process flowchart.
D.
run chart.
17.
A nursing manager makes a change in scheduling that creates
undue stress on the nurses who work on
the weekend. Even though the nursing manager realized this, the
manager continues with the same
schedule without asking how the changes will affect the
upcoming weekend staff. In doing so, the nurse
manager made a
A.
management planning error.
B.
prospective analysis.
C.
failure mode analysis.
End of exam
D.
management execution error.
18.

You're the manager of a hospital laboratory department and
you're spending the day documenting
standard operating procedures. In doing so, you're
most
likely using a
A.
process flowchart.
B.
cause-and-effect diagram.
C.
run chart.
D.
Pareto chart.
19.
Improving a process by concentrating on the root of the problem
is a critical part of the _______ cycle.
A.
Pareto Principle
B.
DMAIC
C.
Performance management
D.
Shewhart

20.
Which one of the following types of analysis strives to prevent
problems before they happen?
A.
Root cause
B.
Pareto
C.
Failure mode and effects
D.
Prospective
WRITING GUIDELINES Follow these instructions to format
your paper:
1. Type your submission, double-spaced, in a standard, size 12
font. Use a standard document format with 1inch margins. Do
notuse any fancy or cursive fonts.
2. Include the following information at the top of your paper:
a. Your name and address
b. Your student number
c. The course title and number (Quality Management
Performance Improvement,HIT 201)

d. The research project number (51681400)
3. Read the assignment carefully and answer each question.
4. Be specific. Limit your submission to the questions asked and
issues mentioned.
5. Include a reference page that lists Web sites, journals, and
any other references you used to write your paper.
6. Proofread your work carefully. Check for correct spelling,
grammar, punctuation, and capitalization. GRADING
CRITERIA Your project will be graded based on the following
criteria: n Content 60% n Written communication 30% n Format
10% Here’s a brief explanation of each of these points. Content
The student n Provides a clear discussion of the assigned topic
or issue n Addresses the subject in complete sentences, not just
simple “yes” or “no” statements
Research Project52
n Supports his or her opinions by citing specific information
from the assigned reading material and any other references
used n Stays focused on the assigned issues n Writes in his or
her own words and uses quotation marks to indicate direct
quotations Written Communication The student n Includes an
introductory paragraph, a body, and a concluding paragraph n
Uses correct grammar, spelling, punctuation, and sentence
structure n Provides clear organization by using words like first,
however, on the other hand, and so on, consequently, since,
next, and when n Makes sure the paper contains no
typographical errors Format The paper is double-spaced and
typed in font size 12, and includes the student’s n Name and

address n Student number n Course title and number (Quality
Management Performance Improvement, HIT 201) n Research
project number (51681400)
Project Choice 2: Errors Part A. Review the exercise on pages
62–63 of Chapter 4 in your text. Review the case scenario
presented and the list of errors. Create a table with the headings
“Category/Type of Failure” and “Error,” like the table shown on
page 63. Then, from the list of possible errors on pages 62–63,
list each error by the type. If you need help, refer to your
textbook and use
49
Research Project Research Project
Research Project50
the Web resources listed on page 64 of your textbook. Note: The
Web resource listed for American Nurses Association
(http://www.nursingworld.org/quality)is no longer valid. Please
disregard this resource. Part B. Review Exercise 6 on page 217
from the practice lab section at the back of your text. Read the
article as directed in question 1. Note: The Web path for the
article listed in your textbook is incorrect. Follow these steps to
access the article:
1. Go to http://www.katherineeban.com.
2. Hover over “Search” in the navigation menu to bring up the
search box.
3. Inside the search box, type “Your Hospital’s Deadly Secret,”
and then click Search.

4. Click on the hyperlinked article title and read the article.
After reading the article, create a worksheet similar to the one
shown on page 218 of your textbook. Then, follow the
directions in questions 2 and 3 on page 217 of your textbook to
complete the worksheet.

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