Chapter 18 (Notes)

Question 1

Departmental leaders, including shift supervisors and lead technicians, should be the __________ of the quality program to ensure that all department personnel consistently adhere to the standards and priorities set by senior managers.

Answer 1

first-line “guardians”

Question 2

Steps of quality planning include the following:

Answer 2

Step One: Identify the needs and requests of the department’s customers.

Step Two: Identify an ideal process to consistently address each need/request

Step Three: Compare actual steps and outcomes of each process to the ideal outcome (e.g., 100% error-free trays).

Step Four: Plan process control activities to improve the system.

Step Five: Measure the errors.

Question 3

Principals of Quality Management:

Answer 3

1. ) Patient focus - Assuring that patients’ needs are the driving force in decision making, problem solving and other activities.
2. ) Process management - Placing the emphasis on managing the process, rather then upon managing the employees.
3. ) Continuous quality improvement - Believing that things can always be done better and then undertaking improvement efforts.
4. ) Fact-based decisions - Basing decisions on facts, rather than assumptions.

Question 4

RCA meeting should include:

Answer 4

1. ) Surgeon (How was the instrument used?)
2. ) The scrub technician and circulating nurse (What happened? Was the instrument checked before giving it to the surgeon?)
3. ) The CS manager and the technician who assembled the tray (What are the set policies and procedures for instrument assembly/testing? Was the instrument properly checked?).
4. ) Risk Manager (Usually serves as meeting facilitator).
5. ) Any other interested parties (instrument repair technician, Infection Prevention personnel).

Question 5

DMADV

Answer 5

Define, measure, analyze, design and verify (develop new processes

Question 6

DMAIC

Answer 6

Define, measure, analyze, improve and control (monitor and improve existing processes.

Question 7

National Committee for Quality Assurance (NCQA)

Answer 7

nonprofit organization dedicated to improving healthcare quality. known for assisting healthcare facilities in identifying how to prioritize quality goals and measure them and promote ongoing improvement.

Question 8

Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS)

Answer 8

standardized survey tool. Hospitals utilize survey results to measure the patient’s perception of their experience during their hospital stay

Question 9

Compares a hospital’s HCAHPS scores in a baseline period to those in a later performance period.

Answer 9

Value Purchasing (VBP)

Question 10

both Six Sigma and Lean rate is _______

Answer 10

less than three to four errors per 1,000,000 products produced

Question 11

Nurses, physicians and other professionals working in a healthcare facility are _______ internal customers of Central Service

Answer 11

Internal

Question 12

An activity designed to identify and resolve work task-related problems is called

Answer 12

Process improvement

Question 13

The consistent delivery of products and services according to established standards is called

Answer 13

Quality

Question 14

The _______ must be the center of every quality concern.

Answer 14

Patient

Question 15

A process that look backwards at an event to help prevent it from reoccurring is called a

Answer 15

RCA

Question 16

The quality process that uses DMADV/DMAIC to improve processes is called

Answer 16

Six Sigma

Question 17

_______ is an international standard used by participating organizations to help assure that they consistently deliver quality services and products

Answer 17

ISO 9000

Question 18

The act of granting authority to employees to make decisions within their areas of responsibility is called

Answer 18

Empowerment

Question 19

A series of work activities which produce a product or service is called

Answer 19

work process

Question 20

An unexpected occurrence involving death, serious physical or psychological injury or the risk thereof is called a

Answer 20

Sentinel Event