Deck 8: Health Care Processes

Question 1

Because of the influence of modern technology, quality and service measures are precise and based upon hard evidence.

Answer 1

False

Question 2

A hospital is a facility whose staff provides services relating to observation, diagnosis, and treatment to cure or lessen the suffering of patients.

Answer 2

True

Question 3

In recent surveys, about 32 percent of all Americans said they were dissatisfied with the quality of health care.

Answer 3

False

Question 4

Health care operations management may be defined as the design, management, and improvement of the systems that deliver health care services.

Question 5

In a hospital, a nursing station is a place where admitted patients go to receive nursing care.

Question 6

A general rule for the design of a hospital is to combine patient, guest and staff traffic flows.

Question 7

Health care is the most intensive of service industries.

Question 8

At the Mayo Clinic, SPARC is an acronym for "Specialty Patient Automated Referral Console," a computerized system that improves patient flows through the hospital.

Question 9

Well-organized hospitals have a clear chain of command and carefully delineated decision-making authority.

Question 10

At the Mayo Clinic, SPARC is an acronym for "see, plan, act, refine, and communicate," in a clinical innovation lab that operates like a design shop.

Question 11

The flow of work through a hospital is sometimes referred to as a patient activity diagram.

Question 12

In recent surveys, about 55 percent of all Americans said they were dissatisfied with the quality of health care.

Question 13

In a health care setting, diagnosis involves studying patients and conducting tests.

Question 14

Nursing stations designed today are circular in shape.

Question 15

In the United States, more than $10 trillion is spent on health care each year.

Question 16

The flow of work through a hospital is sometimes referred to as a care chain.

Question 17

The principal element of the overall layout of a hospital is the nursing station, which is the area support staff work from.

Question 18

Diagnosis is the medical expert's explanation of the cause of symptoms.

Question 19

The founders of the Mayo Clinic are credited with the innovation of integrated medical care in their rural medical practice in the late 1800s.

Question 20

Health care operations management may be defined as the recruitment, organization and scheduling of the professionals that deliver health care services.

Question 21

The cost of a hospital's inventory is unrelated to its case mix.

Question 22

Decoupling points are IV and electronic monitoring connections which are decoupled when a patient is moved from an operating room to recovery.

Question 23

Decoupling points are those connections that are decoupled when a patient is removed from life support.

Question 24

About 500 diagnostic-related groups have been developed for Medicare as part of the prospective payment system.

Question 25

SBAR is an acronym for a checklist technique for communicating information about a patient's condition between members of the health care team.

Question 26

DRGs (diagnostic-related groups) classify patients by diagnosis or surgical procedure into major diagnostic categories based on the premise that treatment of similar medical diagnoses will generate similar costs.

Question 27

When a patient has diverse symptoms that require treatment by several different medical specialties, the most severe symptom is identified and treated first by a specialist, the next most severe symptom treated second by a different specialist and so forth until all the patient's symptoms have been addressed.

Question 28

Developing strategies to close capacity gaps (where utilization of a resource exceeds capacity available) is most often accomplished by acquisition of more resources through expansion and new facility construction.

Question 29

Decoupling points are steps in the process where waiting takes place, either before or after the procedure is performed.

Question 30

The three essential resources in a hospital supply chain are information, funds, and goods and services.

Question 31

Florence Nightingale is credited with the development of the bar chart.

Question 32

Britain's Florence Nightingale's approach, called "evidence based medicine," underlies current approaches to medical practices.

Question 33

The acronym CPOE stands for Computerized Prescription Order Entry.

Question 34

Average inventory for a medium-size hospital represents about 25 percent of their current assets.

Question 35

SBAR is an acronym for the procedure used when recording a patient's medical history.

Question 36

Subcontracting with other hospitals is not a useful method for dealing with capacity gaps (where utilization of a resource exceeds capacity available).

Question 37

Edward Deming and Philip Crosby were pioneers in the quality improvement movement in health care.

Question 38

Gap errors are information mistakes that arise when a task is transferred or handed off between people or groups.

Question 39

DRGs (Demographically Restricted Groupings) result from a statistical procedure and predict illness based on racial and socioeconomic group membership.Use of DRGs is under attack by minority activists as an example of racial profiling.

Question 40

Gap errors occur when a too-small hospital gown is given to an obese patient.

Question 41

Which of the following is an essential resource that flows through a hospital supply chain?

A)Doctors and Nurses
B)Information
C)Medicine
D)Patients
E)X-Rays

Question 42

Readmission rate would be reported on the clinical performance dashboard.

Question 43

What is the starting point in developing a capacity plan for a health care operation?

A)Forecasting patient demand for a reasonable length of time
B)Estimating design capacity
C)Discovery of the bottleneck operation
D)Determining the effective capacity over time
E)Holding a meeting of concerned staff physicians

Question 44

The flow of work through a hospital is sometimes referred to as:

A)An unending procession of sickness and trauma
B)The care chain
C)Hurry up and wait
D)Pre-cash flow
E)Moving sicker and quicker

Question 45

Medicine error severity would be reported on the key process performance dashboard.

Question 46

The customer service dashboard reports hospital scores on issues such as meal quality, mortality rate and percentage of transfusions having adverse reactions.

Question 47

Among the major trends in health care that relate to OSCM is the increased use of remote surgery.

Question 48

Among the major trends in health care that relate to OSCM is telemedicine (remote diagnosis).

Question 49

The largest component of the hospital's workforce is:

A)Nurses
B)Physicians
C)Clerical staff
D)Administration
E)Volunteers

Question 50

Performance dashboards are used by hospitals to present detailed day-to-day measures in three major categories: customer service, clinical operations and billing accuracy.

Question 51

The textbook mentions seven trends in health care.Which of the following is one of them?

A)Remote surgical treatment
B)Gene therapy
C)Increasing legal costs
D)Increasing cost of healthcare
E)Integrated medical care

Question 52

Among the major trends in health care that relate to OSCM are electronic medical records.

Question 53

Among the major trends in health care that relate to OSCM is integrated medical care.

Question 54

Among the major trends in health care that relate to OSCM is the increased use of gene therapy.

Question 55

Which of the following is an American Hospital Association hospital classification?

A)Pediatric
B)Specialty
C)Orthopedic
D)Osteopathic
E)Research

Question 56

Which of the following is not reported on a hospital's customer service performance dashboard?

A)Mortality rate
B)Meal quality
C)Pain management
D)Follow-up education
E)Inpatient parking

Question 57

The text mentions several common approaches to use when developing a strategy to close a capacity gap (where utilization of a resource exceeds capacity available).Which of the following is not among the common approaches mentioned?

A)Transferring capacity from other units
B)Increasing capacity through overtime
C)Subcontracting with other hospitals
D)Bottleneck reduction
E)New construction

Question 58

Which of the following is not an American Hospital Association hospital classification?

A)Psychiatric
B)Specialty
C)Orthopedic
D)Rehabilitation
E)General/Emergency

Question 59

Among the major trends in health care that relate to OSCM is computer assisted diagnosis.

Question 60

Which of the following is reported on a hospital's key process performance dashboard?

A)Meal quality
B)Quality improvement
C)Autopsy rate
D)Cleanliness
E)Pain management