Question 1

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

Accepted Answer

An advocate is someone who supports or promotes the interests of others.

B) Quality assessment and performance improvement (QAPI) refers to a process that uses data and feedback to continuously improve the quality and outcomes of healthcare services.

C) Utilization review (UR) is a process that evaluates the appropriateness and necessity of healthcare services and treatments.

D) Internal customer refers to individuals within an organization who rely on the services and support of other individuals or departments within the same organization.

Question 2

​The purpose of quality improvement is to:

Accepted Answer

The purpose of quality improvement is to improve or maintain the quality of care while decreasing costs. It is not about creating an annual evaluation system or ensuring continued medical research. Although increasing profits may be a result of improved quality, it is not the primary purpose.

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?

Accepted Answer

Asking for specific examples of what was wrong with your work shows that you are receptive to feedback and willing to improve. It also demonstrates that you are taking ownership of your work and are seeking clarification on how to meet expectations in the future. It is important to avoid becoming defensive or blaming others, as this can come across as unprofessional and unwilling to take responsibility for your actions.

Question 4

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

Accepted Answer

A high fatality rate can be influenced by various factors, including the severity of cases treated, patient demographics, and underlying health conditions, not solely the quality of care provided.

Question 5

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

Accepted Answer

A positive patient outcome can involve more than just physical recovery. It can also include psychological, social, and emotional well-being, as well as satisfaction with care received.

Question 6

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

Accepted Answer

The answer of Match each term with the following correct...

Question 7

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

Accepted Answer

Giving care without making any errors is a more realistic and appropriate professional goal for healthcare workers when interacting with patients compared to expecting all patients to make a full recovery, ensuring patients are happy with everything they do, or expecting patients to never feel any pain. While healthcare workers strive to help patients feel better, complete recovery may not always be possible, and it is important to acknowledge and address errors that may occur to ensure patient safety and satisfaction.

Question 8

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

Accepted Answer

The answer of ​Criticism should be communicated in written form...

Question 9

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

Accepted Answer

It is important to apologize to a patient if something goes wrong, as it shows empathy and concern for their well-being. However, it is important to avoid admitting fault or taking ownership of the problem, as this could be used against you in a malpractice case. A sincere apology can be given without admitting legal liability.

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.​

Accepted Answer

Reviewing records of patient complaints can actually be a valuable tool for identifying areas that need improvement and addressing patient concerns. It should be viewed as an opportunity to learn and grow, rather than something that discourages positive attitudes.

Question 11

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

Accepted Answer

Studies have shown that poor communication, lack of empathy, and feeling disrespected or disregarded by health care providers are some of the main reasons why patients sue for medical malpractice. Improving communication and building positive relationships between patients and health care workers can help reduce the likelihood of lawsuits.

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?

Accepted Answer

It is important to show empathy and apologize for any confusion or unclear instructions that may have led to negative consequences. The health care worker can then take the opportunity to re-explain the instructions clearly to prevent further issues. Blaming the patient or seeking assistance from a supervisor should not be the first option.

Question 13

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

Accepted Answer

The answer of ​An important goal for health care providers...

Question 14

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

Accepted Answer

The answer of ​The three primary areas to review when...

Question 15

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

Accepted Answer

The answer of Match each term with the following correct...

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?

Accepted Answer

Listening carefully to patients allows health care workers to understand their needs and concerns, which in turn can lead to more positive experiences. Conducting surveys and being cheerful are helpful but may not directly address each individual patient's unique situation. Developing friendships with patients is not appropriate as it blurs professional boundaries.

Question 17

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

Accepted Answer

The answer of ​Good ways to build positive relationships with...

Question 18

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

Accepted Answer

The answer of Match each term with the following correct...

Question 19

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

Accepted Answer

The answer of ​In order to succeed, quality improvement efforts...

Question 20

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

Accepted Answer

The cost of health care can be influenced by various factors such as location, availability of resources, and administrative overheads. These factors may not necessarily reflect the quality or effectiveness of the health care provided. High-cost health care does not always translate to better health outcomes, and lower-cost health care does not always imply substandard care.

Quiz 23: Performance Improvement and Customer Service

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

The purpose of quality improvement is to:

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

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

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

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

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

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

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

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.

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

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?

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

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

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

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

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

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

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

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

Quiz 23: Performance Improvement and Customer Service

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

​The purpose of quality improvement is to:

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

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

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

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

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

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

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

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.​

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

​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?

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

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

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

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

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

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

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

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

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

The purpose of quality improvement is to:

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

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

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

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

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

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

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

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.

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?

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

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

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

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

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

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

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

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