Chpt 18 Quiz/Test Flashcards
Nurses, physicians, and other professionals working in a healthcare facility are ___ customers of CS
internal
An activity designed to identify and resolve work task-related problems is called?
process improvement
The consistent delivery of products and services according to established standards is called?
quality
who must be the center of every quality concern?
the patient
A process that looks backward at an event to help prevent it from reoccurring is called a?
root cause analysis
The quality process that uses DMADV/DMAIC to improve processes is called ?
Six Sigma
What is an international standard used by participating organizatoons to help assure that they consistently deliver quality services and prodcuts
ISO 9000
The act of granting authority to employees to make decisions within their areas of responsibilitys is called?
empowerment
A series of work activites which produce a product or service is called a?
work process
An unexpected occurrence involving death, serious physical or psychological injury or the risk thereof is called a?
sentinal event
Quality requres the efforts and participation of everyone in the healthcare facility (T/F)?
True
A failure mode and effects analysis tries to predict failures before they occur (T/F)?
True
The International Standards Organization uses routine and unannounced inspections to monitor standards in healthcare facilities (T/F)?
False
Quality processes are limited to administration and the risk management department (T/F)?
False
Quality management is patient focused (T/F)?
True
Providing quality products and services directly impacts patient outcomes (T/F)?
False
Customer surveys are ineffective tools in establishing CS quality processes (T/F)?
False
If everyone develops a quality-driven focus, written policies and procedures are not necessary in the CS department (T/F)?
False
A root cause analysis is a proactive approach to quality (T/F)?
False
Not following established policies and procedures will result in a lower quality program (T/F)?
True
Survey readiness is the responsibility of?
every CS technician
Always wearing PPE in the decontamination area is a quality process (T/F)?
True
Quality planning includes studying other facilities (T/F)?
True
Customer surveys are ineffective tools in establishing CS quality processes (T/F)?
False
The hospital Consumer Assessment of Healthcare Providers and Systems is designed to
evaluate hospital stays from a patient’s perception
Increased education helps techs provide higher quality services (T/F)?
True
All department staff members must be fully engaged to make a quality program successful (T/F)?
True
The quality method failure mode and effects analysis is a quality method to?
prevent problems before they occur
Quality requires the efforts and participation of everyone in the healthcare facility (T/F)?
True
Six Sigma focuses on (3)
- reducing defects
- delivering near perfect products
- eliminating variations in the process
2 quality CS procedures
- adopting a team mentality
- keeping up to date on new technology and sharing info w/ peers
Components of a CS quality program
-empowerment
-leadership
-planning tools & procedures
-staff members
-process management
Basics of root cause analysis
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
Basics of failure mode and effect analysis
Identifying and preventing problems before they occur
- before replacing something have a replacement already up and working ready to use if needed
What is the ISO 9000?
Standard that an organization uses to assure they’re consistently delivering quality service and product
