Introduction to Case Management

Question 1

How would you define “Proactive” vs. “Assertive”?
A. responding or reacting to something after it has happened vs. having or showing confidence in something.
B. creating or controlling a situation by causing something to happen rather than responding or reacting to it after it has happened vs. having or showing confidence, through statements and behavior.
C. having or showing confidence through statements and behavior vs. controlling a situation.

Answer 1

B. Proactive is defined as creating or controlling a situation by causing something to happen rather than responding or reacting to it after it has happened. Assertive is defined as having or showing confidence, through statements and behavior.

Question 2

What does proactive case management encompass?
A. assessment, education, early and active interaction, timely interventions, coordination, identification of opportunities to improve care
B. early and active interaction with timely interventions
C. Anticipating the needs of your patients rather than waiting to be asked.
D. None of the above.

Answer 2

A. Proactive case management encompasses: assessment, education, early and active interaction, timely interventions, coordination, identification of opportunities to improve care.

Question 3

An effective case manager informs patients/clients, clinical team, etc. why she/he is involved and explains the role of the CM as:
A. the person who arranges for any care needs they may have after a hospital stay
B. the person who is evaluating their case for potential care needs.
C. a team participant, a critical and objective thinker, creative, goal oriented, tenacious and committed, and enthusiastic member of their care team.

Answer 3

C.
An effective case manager informs patients/clients, clinical team, etc. why she/he is involved and explains the role of the CM as:
A team participant
A critical and objective thinker
Creative
Goal oriented
Tenacious and committed
Enthusiastic member of their care team

Question 4

What are soft skills?
A. personal attributes.
B. behaviors that help you deal with people.
C. personal attributes. They are about behaviors, the ability to interact effectively.

Answer 4

C. Soft skills are personal attributes. They are about behaviors, the ability to interact effectively.

Question 5

There are four special human endowments which give us power and determine if we are proactive or reactive. What are they?
A. Self-awareness, Conscience, creative imagination & Independent will.
B. Unaware, emotional intelligence, Leadership skills, & Independent will
C. Self-Awareness, Dreaming big, free thinker, Conscience.
D. None of the above.

Answer 5

A. There are four special human endowments which give us power and determine if we are proactive or reactive. These are: 1. Self-awareness: the understanding that you do have a choice between stimulus and response. 2. Conscience: the ability to consult your inner compass to decide what is right. You can make decisions based on unchanging principles, regardless of what is socially favored at the moment. 3. Creative Imagination: the ability to visualize alternative responses. 4. Independent Will: you have the freedom to choose your own unique responses

Question 6

What is one of the most basic elements of human interactions?
A. Eating
B. Touch
C. Communication
D. Facial expressions

Answer 6

C. Communication is one of the most basic elements of human interactions.

Question 7

Effective communication is an interaction which requires:
A. an understanding of the underlying context of the situation
B. appreciation for the tone and emotions of a conversation
C. active listening
D. objective interpretation of what is being said
E. provision of accurate information
F. All of the above

Answer 7

F. Effective communication is not merely the transaction of words, but rather an interaction which requires an: Understanding of the underlying context of the situation Appreciation for the tone and emotions of a conversation Active listening
Objective interpretation of what is being said
Provision of accurate information

Question 8

What are two things that are essential for safe care?
A. presentation of information
B. technical and communicative expertise
C. collaboration and nonconfrontational approach

Answer 8

B. Both technical and communicative expertise are essential for safe care.

Question 9

How should information be presented to a patient and/or their family?
A. collaborative and nonconfrontational
B. using technical jargon and communicative expertise
C. using simple words and pictures

Answer 9

A. Presentation of information should be collaborative and nonconfrontational.

Question 10

Research has shown that coordination of care through interprofessional communication reduced the risk of hospital readmission by how much?
A. 19%
B. 15%
C. 30 %

Answer 10

A. Research has shown that coordination of care through interprofessional communication reduced the risk of hospital readmission by 19%.

Question 11

True or False: Research indicates a positive relationship between a healthcare team member’s communication skills and a patient’s capacity to follow through with:
Medical recommendations/attain medication adherence
Self-managing a chronic medical condition
Adopting preventative health behaviors

Answer 11

True: Research indicates a positive relationship between a healthcare team member’s communication skills and a patient’s capacity to follow through with:
Medical recommendations/attain medication adherence
Self-managing a chronic medical condition
Adopting preventive health behaviors

Question 12

What is required for critical conversations?
A. know your audience
B. background knowledge
C. familiarity with the topic
D. their focus
E. all of the above

Answer 12

E. Effective critical conversations require that you know your audience; background knowledge, familiarity with the topic, their focus.

Question 13

What is recognized as one of the central factors underpinning safe, high-quality teamwork in complex systems such as healthcare.
A. Communication
B.  competition
C. Bonuses
D. Sense of humor

Answer 13

A. Communication is recognized as one of the central factors underpinning safe, high-quality teamwork in complex systems such as healthcare. Without effective communication, competent individuals form an incompetent team.

Question 14

What happens when competent individual form a team without effective communication?

Answer 14

Without effective communication, competent individuals form an incompetent team.

Question 15

A systematic method for gathering and reviewing information to avoid jumping to conclusions and formulating opinions based on incorrect assumption or inaccurate or incomplete information through using a logical method for organizing/analyzing information, processing information in a focused purposeful way based on facts. or obtaining and viewing information in a way that reduces outside bias is a description of what?

Answer 15

Critical thinking is a systematic method for gathering and reviewing information to avoid jumping to conclusions and formulating opinions based on incorrect assumptions or inaccurate or incomplete information through: Using a logical method for organizing/analyzing information Processing information in a focused, purposeful way based on facts. Obtaining and viewing information in a way that reduces outside bias.

Question 16

What are the components of critical thinking?
A. use of knowledge to identify assumptions, validating information, prioritizing activities, choosing realistic goals and interventions & drawing valid conculsions.
B. Validating information
C. Prioritizing activities
D. Choosing realistic goals and interventions

Answer 16

A. The components of critical thinking are: Use of knowledge to identify assumptions ;Validating information ;Prioritizing activities ;Choosing realistic goals and interventions; Drawing valid conclusions

Question 17

Reflective thinking requires that you:
A. thoughtfully repeat back what the patient expresses.
B. Experience something, think about what happened, and learn from the experience.
C. none of the above

Answer 17

B. Reflective thinking requires that you:
Experience something
Think about what happened
Learn from the experience

Question 18

Name two barriers to implementing effective critical thinking.

Answer 18

Barriers to implementing effective critical thinking include: 
Missing information
Incorrect assumptions 
Emotionally charged interactions 
Stereotyping Bias

Question 19

Emotional Intelligence (EI) refers to:
A. the ability to perceive, control, evaluate, reason with and manage emotions.
B. it is the intelligent use of emotions
C. Both A and B

Answer 19

C: Emotional Intelligence (EI) refers to the ability to perceive, control, evaluate, reason with and manage emotions. It is the intelligent use of emotions.

Question 20

Emotional Intelligence is a set of social and emotional skills that help people:
A. interpret body language
B. understand emotion like an empath
C. Become aware of their own strengths, focus on developing those strengths, recognize the weaknesses and vulnerabilities of others and manage their own weaknesses and vulnerabilities.

Answer 20

C. Emotional Intelligence is a set of social and emotional skills that help people:
Become aware of their own strengths
Focus on developing those strengths
Recognize the weaknesses and vulnerabilities of others Manage their own weaknesses and vulnerabilities

Question 21

Emotional Intelligence involves how many types of abilities?
A. 6
B. 4
C. 8
D. 10

Answer 21

B: Emotional intelligence involves 4 types of abilities: Perceiving emotions, one’s own and those of others; “ through voices, facial expressions, body language etc. Using emotions; “ harnessing them to facilitate cognitive activities like thinking and problem solving Understanding emotions, emotional language, emotions associated with diverse relationships Managing emotions, regulating them in ourselves and others

Question 22

Why is EI central to case management?

Answer 22

EI is central to case management because it promotes the ability to communicate successfully with multiple stakeholders in emotionally charged situations, to minimize conflict and maximize the success of supporting, planning and educating the patient, the clinical team and others.

Question 23

A communication exchange for the purpose of reaching an agreement is
A. Negotiation
B. Contract
C. Persuasion

Answer 23

A. Negotiation is a communication exchange for the purpose of reaching an agreement.

Question 24

Name 1 effective negotiation strategy.

Answer 24

Effective negotiation strategies include:
Researching your position fully
Framing your position with how you present the information
Never agreeing to anything without deliberation Sticking to the truth
Putting everything in writing

Question 25

Negotiation styles include:
A. Collaboration
B. Compromise
C. Accomodation
D. Withdrawal
E. All of the above

Answer 25

E: Negotiation styles include: Collaboration Compromise Accommodation Withdrawal

Question 26

Someone who can develop a trusting environment during a negotiation is considered
A. a manipulator
B. effective negotiator
C. mediator

Answer 26

B: Effective negotiators

Question 27

Patients, families, physicians, payers, vendors, and other healthcare team members all make up what?

Answer 27

The universe of healthcare negotiation

Question 28

True or False: All CMs and other healthcare providers must interact with some patients who are perceived as difficult because of behavioral or emotional aspects that affect their care. Difficulties may be traced to patient, provider or healthcare system factors. It is important to try to understand why the “difficult person” behaves the way they do.

Answer 28

True