1) Two surveys were completed in a healthcare facility that showed conflicting results concerning patient satisfaction with food services. The two surveys were independently designed and distributed by different departments within the facility. The healthcare quality professional should FIRST

2) Timeliness and compliance of documentation were discussed at a multidisciplinary team meeting. To evaluate the effectiveness of the team's action plan, which of the following will provide the most useful information?

3) Which of the following is the first step in implementing lean management effectively in a hospital?

4) When a team evaluating the use of restraints starts to discuss a liability claim related to a patient, the facilitator should

5) A patient is transferred to a neighboring hospital for a magnetic resonance imaging (MRI) exam. Due to a misinterpretation of orders, the procedure is performed on the wrong part of the body. Which of the following should the healthcare quality professional do?

6) Customer suggestions for new services are best used by the organization in developing:

7) Comparing healthcare organizations by using medical error rates

8) The best approach for training staff about quality and patient safety is to:

9) Which of the following topics are discussed at a morbidity and mortality conference?

10) A number of specialty and primary care clinicians have participated in several meetings to develop clinical practice guidelines for the management of diabetes. The team leader has moved the team through the actual guideline development and is now concentrating on the "evaluation of quality of care" phase. Which of the following sequences of steps should the team consider in developing the evaluation phase?

11) When a case manager wants to demonstrate length of stay data that depicts both common cause and special cause variation, which of the following should be used?

12) In developing a program to evaluate the effectiveness of physician care, a primary care clinic would select which one of the following indicators?

13) A trend analysis of incidents occurring in a healthcare facility should focus on which of the following areas?

14) The concept of organizational liability is most important in the field of healthcare quality because it holds the organization responsible for

15) Which of the following is the best example of the use of human factors engineering?

16) To avoid misinterpreting variances, which of the following statistical tools should be used?

17) A quality improvement manager must decide how to present data that demonstrates the relationship between two process characteristics. Which of the following data display techniques is most appropriate?

18) Which of the following statements accurately reflects the nuanced role of utilization management (UM) in healthcare quality management?

19) A utilization management department of a hospital has collected data on length of stay and readmission rates. Compared to benchmarks, the length of stay rates are higher, and readmission rates are lower. Which of the following is the next step?

20) The following information about patient falls is obtained from a facility with units that have a similar average daily census:
Unit A: 6%
Unit B: 4%
Unit C: 9%
Unit D: 8%
Which of the following additional information is most important to evaluate the cause of the falls?

21) Which of the following actions has the greatest impact in reducing harm?

22) A team has identified a process for improvement, selected examples of best practice performers, visited those sites, gathered all necessary data, and compiled the results. The most effective next step for the team is to

23) A continuous quality improvement organization promotes vigorous education and training/retraining in order to:

24) A facility is becoming part of a healthcare network. Which of the following employee education programs is most important?

25) Team cohesion is established during which of the following stages of team growth?