1) A small, rural hospital wishes to evaluate customer satisfaction using a survey. The organization has four patient care units, an emergency department, and
an ambulatory unit. Which of the following survey methods provides the most reliable information?

2) A hospital has recently moved to a paperless system. It is noted that some data is missing from the obstetrics delivery record. A healthcare quality professional should recommend

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

4) Replacing retrospective review with concurrent review is an example of:

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

6) A healthcare quality professional is conducting a study to determine how many patients contracted influenza despite receiving flu shots. This study is evaluating

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

8) A health plan is required to have a mechanism for members to submit complaints. Which of the following actions must be included in the complaint analysis to ensure the plan makes full use of this type of information?

9) Healthcare leaders are confronted with the challenge of increasing quality while reducing costs. Which of the following approaches best advances improvement efforts?

10) Quality leadership, in contrast to management by results, starts with which of the following?

11) A medication error occurred and resulted in a severe adverse outcome. In addition to informing the patient and/or family, a healthcare quality professional should

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

13) 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?

14) A facility decided to implement Standard Precautions 1 year ago, but compliance has been poor. In addition to assessing the causes for poor compliance, the most effective way for the organization to improve compliance is to

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

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

17) A failure mode and effects analysis (FMEA) provides which of the following types of review?

18) For health information technology to be most effective in reducing harm, the technology needs to be

19) In profiling length-of-stay data for benchmarking, it is important that data be

20) Which of the following is an example of a leadership strategy to integrate the patient safety program into a healthcare organization's overall performance improvement system?

21) An organization that is committed to a culture of team-work, collaboration, and adaptability is referred to as having

22) Evaluating medication administration to reduce medical errors is an example of

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

24) A consulting firm has been selected by a healthcare Board of Directors to assess the quality improvement program. Before starting the assessment, the
quality professional should first

25) In the context of quality awards, what role does organizational leadership play in strategic alignment?