1) A re-engineering effort occurred at a facility. The activities, particularly those regarding staff layoffs, were carefully planned, communicated, and implemented according to the plan. One year later, the business is stable but staff morale is very low. A healthcare quality professional has been asked to consult in determining where the effort went wrong. Based on the concepts of change theory, the cause is most likely

2) 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?

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

4) Human factors engineering is defined as the study of humans and their interaction with

5) 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

6) In continuous quality improvement programs, surveys are essential to determine which of the following?

7) 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?

8) The staff has been trained and oriented on a new electronic incident reporting system. In the past, staff could report anonymously. The new system requires staff to sign in with an individualized username and password. Three months after implementation, there is a sharp reduction in the number of reported incidents. Which of the following reasons for underreporting of incidents is of greatest concern?

9) The primary objective of the operational linkage between risk management and quality/performance improvement is to

10) Minimizing the chances for an adverse event to reoccur includes determining the primary contributing factor by using

11) A healthcare quality professional is attempting to refine the differences between an organization's objectives and the stakeholder needs. Which of the following tools is most appropriate?

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

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

14) Problem-solving, cross-functional understanding, expanded areas of expertise, and increased span of knowledge are examples of

15) 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

16) A private insurer has contracts with two area hospitals. Hospital A is a 250- bed community facility and Hospital B is a 900-bed tertiary care center. It was
noted that costs were less at the tertiary care center. From a financial standpoint, the best option for the private insurer is to

17) A hospital-wide medical record audit on documentation has been completed. The following table shows the compliance rate of documentation:

Which of the following is the next step?

18) The healthcare risk manager is usually responsible for claims administration. Which of the following is included in this process?

19) Which of the following best demonstrates the use of the Plan-Do-Check-Act performance improvement model?

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

21) Which of the following should be included in an annual performance improvement report to a governing body?

22) The evolution of quality improvement in healthcare has shifted the primary focus from the performance of individuals to the performance of the:

23) During quality management data analysis activities, Pareto charts are most appropriately used for

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

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