Part 6 Flashcards
When developing a survey, the use of structured questions to limit the number of possible responses helps to:
A. Generate more responses
B. Standardize the data collected
C. Elicit more information
D. Maximize the number of write-in responses
Standardize the data collected
A staff member is assigned to sit in the waiting room of the physician’s office to collect data on patient waiting times. The staff member records the time the patient comes in the door and when the patient is called back to the examining room. Of what type of data collection is this an example?
A. Direct observation
B. Work imaging
C. Survey
D. Interview
Direct observation
When the customer (patient) has judged that the healthcare worker is continuously monitoring both the customer’s condition and his or her satisfaction with services, what aspect of quality of care or meeting the customer requirement is being met?
A. assurance
B. empathy
C. reliability
D. responsiveness
responsiveness
TRUE/FALSE: Internal customers are individuals from outside the organization who receive products or services from within the organization.
FALSE
In this type of interview, a predetermined list of questions is used:
A. structured interview
B. unstructured interview
C. planned interview
D. unplanned interview
structured interview
Which of the following techniques, used in unstructured interviews, helps the interviewer establish trust with the respondent and address the pertinent quality issues by moving questions from a broad theme to a narrow theme?
A. funneling
B. skewing
C. nominal group
D. brainstorming
funneling
Healthcare customers expect that staff and providers will understand their emotional reactions to their illness and will help them cope with their circumstances. This is an example of __________.
A. Responsiveness
B. Assurance
C. Empathy
D. Perceived quality
Empathy
The health information professional relies on the patient registrar to accurately identify the patient in the EHR this is an example of a(n) _________.
A. Operational definition
B. Dashboard
C. Customer expectation
D. Benchmark
Customer expectation
James recently changed physicians because his previous physician retired. In the process of making his selection, James reviewed information from his health Plan about the new physicians and read reviews from other patients. James is confident that he found an excellent physician to take over his care. What aspect of quality does this exemplify?
A. Empathy
B. Perceived quality
C. Responsiveness
D. Assurance
Assurance
Western states medical Center has been recognized for its exceptional cancer treatment, which has resulted in an increase in patients seeking cancer treatment at the facility. To address this increased need for Cancer care, Western states medical Center is adding a specialty hospital for cancer treatment to its services. In the scenario, western states medical center is fulfilling which aspect of quality for its patients and community?
A. Features
B. Assurance
C. Responsiveness
D. Empathy
Features
