Deck 12: Performance Improvement

Question 1

The term used to describe an individual's reason to act or to describe the forces beneath behavior is:

A) Psychology.
B) Causal interference.
C) Motivation.
D) Alternate explanation.

Answer 1

Motivation.

Question 2

To create a culture of caring within the organization, you should establish employee policies that are:

A) Strict and narrowly construed.
B) Open to interpretation by the professionals within.
C) Fair and reasonable.
D) Designed to control behavior.

Answer 2

Fair and reasonable.

Question 3

Many of staff will be required by licensing or certifications authorities to participate in continuing education. As the administrator, you should:

A) Encourage this.
B) Demand they do it on their own time.
C) Not get involved.
D) All of the above

Answer 3

Encourage this.

Question 4

An employee's drive that is fueled by external forces, such as awards and promotions, is referred to as:

A) Intrinsic motivation.
B) Elemental motivation.
C) Extrinsic motivation.
D) Manifest motivation.

Question 5

Hiring from within is a good way to retain quality staff; however, you need to remember that a department member and a department manager:

A) Have different vacation schedules.
B) Are two very different jobs.
C) Require different training.
D) b and c only

Question 6

The true variance between health care facilities is in the ________ they provide.

A) charity care
B) pain-free care
C) insurance billing
D) quality of care

Question 7

Which of the following terms relates to internal drives that are powered by an individual's pleasure center?

A) Intrinsic motivation
B) Extrinsic motivation
C) Natural motivation
D) Manifest motivation

Question 8

Mary is an RN. She is interested in learning about billing and coding. In what type of program should she participate at the hospital?

A) Continuing education
B) Cross-training
C) Interdepartmental mastery
D) Clinical/administrative merger

Question 9

Inspirational elements derived from outside forces include:

A) Public acknowledgement.
B) Award.
C) Reward.
D) All of these.

Question 10

A voluntarily created team of health care providers who care for a patient together, sharing responsibility, is known as:

A) Managed care.
B) A patient-centric facility.
C) An accountable care organization.
D) Unified health care.

Question 11

The directive "provide your staff with what they need to do their jobs well" means providing them with:

A) Whatever they want.
B) Proper equipment and supplies.
C) State-of-the-art software.
D) Overtime pay.

Question 12

Liability linked to hiring the less-competent includes:

A) The commission of fraud.
B) Improved patient care.
C) Staff satisfaction.
D) Intrinsic motivation.

Question 13

The ability of an organization to ensure that high-quality staff continue working for their company is the concept of:

A) Absolute employment.
B) Exclusivity.
C) Contract employment.
D) Employee retention.

Question 14

On the first day of employment, each new hire should be given a written:

A) List of terms of termination.
B) List of expectations.
C) List of paid holidays.
D) List of administrator home phone numbers.

Question 15

A full-circle approach to health care with the patient in the middle, in full control of the process, is known as:

A) Accountable care.
B) Patient-centered care.
C) Standardized medicine.
D) Holistic care.

Question 16

All of the following are elements involved in the provision of excellent care except:

A) Knowledge.
B) Skill.
C) Pay scale.
D) Personal attributes.

Question 17

Communications with the staff should always be:

A) Based on need to know.
B) Carefully modified.
C) Clear and open.
D) All of the above.

Question 18

The asset provided to an organization by the staff is known as:

A) Accountability.
B) Intellectual capital.
C) Employee retention.
D) Reward allocation.

Question 19

The OPM defines five stages of the process of enhancing staff performance. These stages include:

A) Observing.
B) Developing.
C) Punishment.
D) All of the above.

Question 20

The costs for hiring the less-competent include:

A) Lost productivity.
B) Interviewing time.
C) Advertising the job opening.
D) All of these.

Question 21

As a manager, it is your job to ensure that your staff do their jobs:

A) Efficiently.
B) Effectively.
C) Empathetically.
D) All of these

Question 22

Employees who are intrinsically motivated will be motivated by:

A) A plaque.
B) A promotion.
C) Personal passion to do the job.
D) Competitive drives.

Question 23

When it comes to an administrator's responsibility to motivate staff, which of the following statements is true?

A) It is up to staff to motive themselves.
B) Organizations of excellence need to fan the flames of motivation.
C) Their salaries should motivate them.
D) They should be grateful to have a job.

Question 24

When you pay someone a salary for doing a poor job, you are actually:

A) Punishing the employee.
B) Avoiding a lawsuit.
C) Encouraging improvement.
D) Rewarding poor performance.

Question 25

A document that will permit you to provide each individual in your department or your division the feedback needed to continue to improve and grow professionally is known as a:

A) Performance Improvement Plan.
B) Total Quality Improvement Plan.
C) Continuous Quality Management Plan.
D) Personnel Improvement Plan.