Deck 23: Quality Control and Customer Service

Question 1

What is the best way for health care professionals 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.

Answer 1

Always listen carefully to what patients say and how they say it.

Question 2

Which is the most important 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.

Answer 2

Give care without making any errors.

Question 3

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.

Answer 3

False

Question 4

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

Question 5

What is believed to be the main cause of medical errors?

A) Poor care
B) Outdated equipment
C) Poorly coordinated care
D) Incompetent health care professionals

Question 6

What are the Five Rights of Medication Safety?

A) The rights of patients to refuse medication.
B) The rights of physicians to refuse to give patients opioid prescriptions.
C) A checklist for health care professionals to use when administering medications.
D) Government regulations for controlled substances.

Question 7

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 you were given poor directions.
C) Ask for specific examples of what was wrong with your work.
D) Blame coworkers who were absent and increased your workload.

Question 9

The Joint Commission is a government agency that helps health care facilities develop cost control measures.

Question 10

The Patient Care Partnership developed by the American Hospital Association gives patients the right to all of the following EXCEPT:

A) have an advance directive.
B) make decisions about their care.
C) demand free hospital.
D) review their own medical records.

Question 11

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

Question 12

Which of the following develops safety guidelines and surveys that health care organizations can use to measure their effectiveness?

A) Partnership for Patients
B) National Institutes of Health
C) Centers for Medicare and Medicaid Services
D) Agency for Healthcare Research and Quality

Question 13

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

Question 14

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

Question 15

Medication errors cause hundreds of thousands of hospitalizations each year.

Question 16

What is the best way for a health care professional 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 17

What is one of the specific goals of the Partnership for Patients?

A) Reduce the number of patients who are harmed while in hospitals.
B) Place restrictions on health care spending.
C) Provide free care for low-income individuals.
D) Promote programs to healthy children.

Question 18

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

Question 19

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.

Question 20

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

Question 21

An important goal for health care providers is to deliver high quality _________ while keeping costs reasonable.

Question 24

The third leading cause of death in the United States are medical _____.

Question 25

Good, clear _____ between health care professionals and with patients is an important way to prevent medical errors.

Question 27

In health care, the goal is to provide _____ with no errors.