Test 2 Study

Question 1

A research instrument that is used to gather data and information from respondents in a uniform manner through the administration of a pre-defined and structured set of questions and possible responses is called:

a. survey
b. interview
c. process measure
d. QI toolbox

Answer 1

survey

Question 2

In this type of interview the sequence of questions is not planned in advance and it is conducted in a friendly, conversational manner.

a. structured interview
b. unstructured interview
c. planned interview
d. unplanned interview

Answer 2

unstructured interview

Question 3

The survey was developed and initiated to provide a consistent format and process for gathering patient satisfaction and perspectives on hospital care:

a. HCAHPS
b. Compulsory reviews
c. SWOT analysis
d. Meaningful Use

Answer 3

HCAHPS

Question 4

A hospital advertises that patients visiting its emergency department will receive care within 15 minutes. If the organization meets this goal at the time a patient shows up for emergency services, what aspect of quality of care or meeting the customer requirement is being met?

a. Assurance
b. Empathy
c. Reliability
d. Responsiveness

Answer 4

Reliability

Question 5

In this type of interview, a predetermined list of questions is used:

a. structured interview
b. unstructured interview
c. planned interview
d. unplanned interview

Answer 5

structured interview

Question 6

The written record of a key event in a formal meeting is called a presentation:

a. True
b. False

Answer 6

False

Question 7

Internal customers are individuals from outside the organization who receive products or services from within the organization.

a. True
b. False

Answer 7

False

Question 8

The totality of healthcare services provided to a patient and his family in all settings, from the least extensive to the most extensive, is called

a. Episode of care
b. Continuum of care
c. Services of care
d. Settings of care

Answer 8

Continuum of care

Question 9

When the patient’s physician contacts a healthcare organization to schedule an episode-of-care service, the healthcare organization begins which step in the case management process?

a. Pre-admission care planning
b. Care planning at the time of admission
c. Review the progress of care
d. Discharge planning

Answer 9

Pre-admission care planning

Question 10

In this case management step, the case management plans continued care after the healthcare facility services end:

a. Pre-admission care planning
b. Care planning at the time of admission
c. Review the progress of care
d. Discharge planning

Answer 10

Discharge planning