Deck 23: Performance Improvement and Customer Service

Question 1

Match each term with the following correct definition.
​One who supports or promotes the interests of others

A)​Advocate
B)​Quality assessment and performance improvement (QAPI)
C)​Utilization review (UR)
D)​Internal customer

Answer 1

​Advocate

Question 2

​The purpose of quality improvement is to:

A) ​create an annual evaluation system for health care workers.
B) ​ensure continued medical research.
C) ​raise profits for health care providers and insurance companies.
D) ​improve or maintain the quality of care while decreasing costs.

Answer 2

​improve or maintain the quality of care while decreasing costs.

Question 3

​Your supervisor criticizes a project that you worked hard to complete and that you believed you did well.What is the most appropriate response?

A) ​Let him or her know that you find this news upsetting.
B) ​Tell him or her that he or she gave poor directions when he or she gave you the assignment.
C) ​Ask for specific examples of what was wrong with your work.
D) ​Blame coworkers who were absent and increased your workload.

Answer 3

​Ask for specific examples of what was wrong with your work.

Question 4

​Having a high fatality (death)rate among patients most likely means that a facility is delivering poor-quality care.

Question 5

A positive patient outcome always occurs if the patient recovers physically from an illness or disorder.​

Question 6

Match each term with the following correct definition.
​Method of tracking, reviewing, and rendering opinions regarding care provided to patients

A)​Advocate
B)​Quality assessment and performance improvement (QAPI)
C)​Utilization review (UR)
D)​Internal customer

Question 7

​Which is the most appropriate professional goal for health care workers when interacting with patients?

A) ​Expect all patients to make a full recovery.
B) ​Give care without making any errors.
C) ​Ensure that patients are happy with everything they do.
D) ​Expect patients to never feel any pain.

Question 8

​Criticism should be communicated in written form if this is more comfortable than giving it in person.

Question 9

​It is best not to apologize to a patient, because this admits blame for a problem you may have caused.

Question 10

Reviewing records of patient complaints is not a good idea because it can discourage the health care worker who is trying to maintain a positive attitude.​

Question 11

Most lawsuits brought by patients are the result of poor interpersonal relationships with health care workers.

Question 12

​What is the best way for a health care worker to deal with a patient who has not followed the instructions given about postoperative care and who then complains about the negative consequences?

A) ​Advise the patient that he or she caused the problem himself or herself.
B) ​Explain specifically what he or she should have done.
C) ​Apologize for possibly giving unclear instructions and explain them again.
D) ​Ask your supervisor to assist the patient.

Question 13

​An important goal for health care providers is to deliver _________________________, while keeping costs reasonable.

Question 14

​The three primary areas to review when designing a quality improvement plan for a health care facility are ______________________________, ______________________________, and _________________________.

Question 15

Match each term with the following correct definition.
​Required by the Centers of Medicare and Medicaid Services (CMS)

A)​Advocate
B)​Quality assessment and performance improvement (QAPI)
C)​Utilization review (UR)
D)​Internal customer

Question 16

​What is the best way for health care workers to help their facility ensure that its patients have positive experiences when receiving care?

A) ​Conduct surveys to determine what the average patient wants.
B) ​Always listen carefully to what patients say and how they say it.
C) ​Smile and be cheerful when giving care.
D) ​Develop friendships with patients.

Question 17

​Good ways to build positive relationships with coworkers are to be courteous and to _________________________, so they'll feel good about themselves.

Question 18

Match each term with the following correct definition.
​People who work in the health care industry

A)​Advocate
B)​Quality assessment and performance improvement (QAPI)
C)​Utilization review (UR)
D)​Internal customer

Question 19

​In order to succeed, quality improvement efforts must be supported by ____________________.

Question 20

​The cost of health care does not necessarily reflect its quality or effectiveness.

Question 21

​Explain why the meaning of "successful outcome" can be very different for two patients who undergo the same surgical procedure.

Question 22

Briefly describe five guidelines for effectively giving constructive criticism.​

Question 23

Discuss the statement, "Expensive health care is not necessarily excellent health care." Include factors that are not tied to costs but can make a big difference in patient recovery and satisfaction.

Question 24

​Give five factors to examine when conducting a review to determine the level of patient service in an urgent care clinic.

Question 25

List two methods that a health care facility can use to monitor customer satisfaction.​

Question 26

​Explain the difference between an internal and an external customer.