1) Using the 80/20 rule, 80% of organizational problems are issues related to:

2) The phrase "reaching consensus" is often used in performance improvement. The term consensus refers to

3) Which of the following are measures of central tendency?

4) A process indicator is defined as one that measures

5) An annual evaluation of a laboratory's quality program identified no opportunities for improvement. Which of the following elements of the program should be reviewed?

6) A valid data collection tool should incorporate

7) Which of the following are the first steps when preparing for an initial accreditation or certification survey of an organization?

8) In order for a quality improvement team to deal effectively with conflict, it is important to appoint which of the following to its membership?

9) The quality improvement director is responsible for the coordination of accreditation survey activities. Responsibilities will most likely include

10) Prior to plotting a line graph, a healthcare quality professional should FIRST

11) An operating room circulating nurse reported that the instrument count indicated a missing clamp. X-ray findings were negative, and the patient showed no adverse effects. This occurrence is an example of which of the following?

12) A facility has identified a trend of increased falls for patients aged 60 to 85 years. An effective fall prevention program should include

13) What sampling technique involves selecting the medical record of every fifth patient undergoing cardiovascular bypass?

14) A healthcare quality professional is teaching staff members to respond to patient complaints. Which of the following is the most effective behavior when dealing with angry patients?

15) Hospital A has recently merged with Hospital B. After 6 months it is noted that Hospital A has successfully transitioned their staff to new organizational values, while Hospital B still struggles. Hospital A's success can best be attributed to:

16) In evaluating "long waiting times," a healthcare quality professional best demonstrates components related to staffing, methods, measures, materials, and equipment utilizing a

17) A physician who has a high inpatient mortality rate compared to others in a facility should first be

18) Evaluation of the quality and appropriateness of patient care in the radiology department is the responsibility of the

19) A patient is being taught how to self-administer insulin. Which of the following is the BEST method to assess this patient's understanding of the teaching?

20) The responsibility for providing organizational direction for a facility's continuous quality improvement program frequently rests with the quality

21) A poster containing information will most effectively convey outcome information to internal customers.

22) Performance improvement teams should always be required to

23) A policy for "time-outs" in an operating room was initiated in the first quarter. The second quarter data demonstrated only 40% compliance with all elements of the process. The first step the Quality Council should take is to:

24) Which of the following sampling techniques selects participants based on their availability in a certain place during a specific time frame?

25) When developing department-specific performance measures and indicators, the quality manager as a consultant should