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Central Service > Chpt 18 Quiz/Test > Flashcards

Chpt 18 Quiz/Test Flashcards

1
Q

Nurses, physicians, and other professionals working in a healthcare facility are ___ customers of CS

A

internal

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2
Q

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

A

process improvement

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3
Q

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

A

quality

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4
Q

who must be the center of every quality concern?

A

the patient

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5
Q

A process that looks backward at an event to help prevent it from reoccurring is called a?

A

root cause analysis

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6
Q

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

A

Six Sigma

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7
Q

What is an international standard used by participating organizatoons to help assure that they consistently deliver quality services and prodcuts

A

ISO 9000

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8
Q

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

A

empowerment

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9
Q

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

A

work process

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10
Q

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

A

sentinal event

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11
Q

Quality requres the efforts and participation of everyone in the healthcare facility (T/F)?

A

True

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12
Q

A failure mode and effects analysis tries to predict failures before they occur (T/F)?

A

True

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13
Q

The International Standards Organization uses routine and unannounced inspections to monitor standards in healthcare facilities (T/F)?

A

False

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14
Q

Quality processes are limited to administration and the risk management department (T/F)?

A

False

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15
Q

Quality management is patient focused (T/F)?

A

True

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16
Q

Providing quality products and services directly impacts patient outcomes (T/F)?

A

False

17
Q

Customer surveys are ineffective tools in establishing CS quality processes (T/F)?

A

False

18
Q

If everyone develops a quality-driven focus, written policies and procedures are not necessary in the CS department (T/F)?

A

False

19
Q

A root cause analysis is a proactive approach to quality (T/F)?

A

False

20
Q

Not following established policies and procedures will result in a lower quality program (T/F)?

A

True

21
Q

Survey readiness is the responsibility of?

A

every CS technician

22
Q

Always wearing PPE in the decontamination area is a quality process (T/F)?

A

True

23
Q

Quality planning includes studying other facilities (T/F)?

A

True

24
Q

Customer surveys are ineffective tools in establishing CS quality processes (T/F)?

A

False

25
Q

The hospital Consumer Assessment of Healthcare Providers and Systems is designed to

A

evaluate hospital stays from a patient’s perception

26
Q

Increased education helps techs provide higher quality services (T/F)?

A

True

27
Q

All department staff members must be fully engaged to make a quality program successful (T/F)?

A

True

28
Q

The quality method failure mode and effects analysis is a quality method to?

A

prevent problems before they occur

29
Q

Quality requires the efforts and participation of everyone in the healthcare facility (T/F)?

A

True

30
Q

Six Sigma focuses on (3)

A
  • reducing defects
  • delivering near perfect products
  • eliminating variations in the process
31
Q

2 quality CS procedures

A
  • adopting a team mentality
  • keeping up to date on new technology and sharing info w/ peers
32
Q

Components of a CS quality program

A

-empowerment
-leadership
-planning tools & procedures
-staff members
-process management

33
Q

Basics of root cause analysis

A

Uses the historical events of a bad outcome to hep prevent it from happening again
- instrument breaks during surgery so you have everyone who was involved get together to figure out what went wrong

34
Q

Basics of failure mode and effect analysis

A

Identifying and preventing problems before they occur
- before replacing something have a replacement already up and working ready to use if needed

35
Q

What is the ISO 9000?

A

Standard that an organization uses to assure they’re consistently delivering quality service and product

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