:TYPE:MC:1:0:C
:TITLE:Question TF #1
:QUESTION:H
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>The cost of health care does not necessarily reflect its quality or effectiveness.</div>
:LAYOUT:vertical
:ANSWER1:100:H
True
:REASON1:H
Correct.
:ANSWER2:0:H
False
:REASON2:H
Incorrect.
:FEEDBACK
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Cost does not predict effectiveness.</div>
:CAT:Mitchell_Examviewch23

:TYPE:MC:1:0:C
:TITLE:Question TF #2
:QUESTION:H
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>A positive patient outcome always occurs if the patient recovers physically from an illness or disorder.</div>
:LAYOUT:vertical
:ANSWER1:0:H
True
:REASON1:H
Incorrect.
:ANSWER2:100:H
False
:REASON2:H
Correct.
:FEEDBACK
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Psychological, spiritual, mental, cognitive, functional, and emotional damage can remain long after physical healing.</div>
:CAT:Mitchell_Examviewch23

:TYPE:MC:1:0:C
:TITLE:Question TF #3
:QUESTION:H
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Having a high fatality (death) rate among patients most likely means that a facility is delivering poor quality care.</div>
:LAYOUT:vertical
:ANSWER1:0:H
True
:REASON1:H
Incorrect.
:ANSWER2:100:H
False
:REASON2:H
Correct.
:FEEDBACK
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>The fact that a facility is in an area populated by the elderly or other high-risk groups may be influencing the high fatality.</div>
:CAT:Mitchell_Examviewch23

:TYPE:MC:1:0:C
:TITLE:Question TF #4
:QUESTION:H
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Most lawsuits brought by patients are the result of poor interpersonal relationships with health care workers.</div>
:LAYOUT:vertical
:ANSWER1:100:H
True
:REASON1:H
Correct.
:ANSWER2:0:H
False
:REASON2:H
Incorrect.
:FEEDBACK
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Poor interpersonal relationships with patients is the number 1 cause of lawsuits.</div>
:CAT:Mitchell_Examviewch23

:TYPE:MC:1:0:C
:TITLE:Question TF #5
:QUESTION:H
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Reviewing records of patient complaints is not a good idea because it can discourage the health care worker who is trying to maintain a positive attitude.</div>
:LAYOUT:vertical
:ANSWER1:0:H
True
:REASON1:H
Incorrect.
:ANSWER2:100:H
False
:REASON2:H
Correct.
:FEEDBACK
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Reviewing complaints can lead to a greater understanding on how one&#8217;s behavior, attitude, and ability can be improved for greater patient satisfaction.</div>
:CAT:Mitchell_Examviewch23

:TYPE:MC:1:0:C
:TITLE:Question TF #6
:QUESTION:H
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>It is best not to apologize to a patient, because this admits blame for a problem you may have caused.</div>
:LAYOUT:vertical
:ANSWER1:0:H
True
:REASON1:H
Incorrect.
:ANSWER2:100:H
False
:REASON2:H
Correct.
:FEEDBACK
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>If your actions caused a problem, it is best to admit and apologize.</div>
:CAT:Mitchell_Examviewch23

:TYPE:MC:1:0:C
:TITLE:Question TF #7
:QUESTION:H
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Criticism should be communicated in written form if this is more comfortable than giving it in person.</div>
:LAYOUT:vertical
:ANSWER1:0:H
True
:REASON1:H
Incorrect.
:ANSWER2:100:H
False
:REASON2:H
Correct.
:FEEDBACK
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Face-to-face interactions are more personal and effective.</div>
:CAT:Mitchell_Examviewch23

:TYPE:MC:1:0:C
:TITLE:Question MC #1
:QUESTION:H
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Which is the most appropriate professional goal for health care workers when interacting with patients?</div>
:LAYOUT:vertical
:ANSWER1:0:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Expect all patients to make a full recovery.</span>
:REASON1:T
Patients may not recover; they may worsen; they may even die.
:ANSWER2:100:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Give care without making any errors.</span>
:REASON2:T
Correct.
:ANSWER3:0:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Ensure that patients are happy with everything they do.</span>
:REASON3:T
It is not possible that patients will be happy with everything done.
:ANSWER4:0:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Expect patients to never feel any pain.</span>
:REASON4:T
Pain is part of many diseases and conditions and cannot be prevented.
:CAT:Mitchell_Examviewch23

:TYPE:MC:1:0:C
:TITLE:Question MC #2
:QUESTION:H
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>The purpose of quality improvement is to&#058;</div>
:LAYOUT:vertical
:ANSWER1:0:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>create an annual evaluation system for health care workers</span>
:REASON1:T
The purpose of quality improvement is not to create an annual evaluation.
:ANSWER2:0:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>ensure continued medical research</span>
:REASON2:T
Quality improvement does not ensure continued medical research.
:ANSWER3:0:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>raise profits for health care providers and insurance companies</span>
:REASON3:T
Quality improvement does not raise profits or maintain the quality of care while decreasing costs.
:ANSWER4:100:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>improve or maintain the quality of care while decreasing costs</span>
:REASON4:T
Correct.
:CAT:Mitchell_Examviewch23

:TYPE:MC:1:0:C
:TITLE:Question MC #3
:QUESTION:H
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>What is the best way for a health care worker to deal with a patient who has not followed the instructions given about postoperative care and then complains about the negative consequences?</div>
:LAYOUT:vertical
:ANSWER1:0:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Advise the patient that he caused the problem himself.</span>
:REASON1:T
This will only increase the defensiveness and anger of the patient.
:ANSWER2:0:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Explain specifically what he should have done.</span>
:REASON2:T
This will put the patient on the defensive.
:ANSWER3:100:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Apologize for possibly giving unclear instructions and explain them again.</span>
:REASON3:T
Correct.
:ANSWER4:0:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Ask your supervisor to assist the patient.</span>
:REASON4:T
It is not necessary to involve the supervisor if you are familiar with the information and can do the instructing. If the situation escalates, then the supervisor may be needed.
:CAT:Mitchell_Examviewch23

:TYPE:MC:1:0:C
:TITLE:Question MC #4
:QUESTION:H
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>What is the best way for health care workers to help their facility ensure that its patients have positive experiences when receiving care?</div>
:LAYOUT:vertical
:ANSWER1:0:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Conduct surveys to determine what the average patient wants.</span>
:REASON1:T
This is helpful, but only provides information from a limited group.
:ANSWER2:100:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Always listen carefully to what patients say and how they say it.</span>
:REASON2:T
Correct.
:ANSWER3:0:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Smile and be cheerful when giving care.</span>
:REASON3:T
It is not always appropriate to smile and be cheerful if the situation or conversation warrants a more serious approach.
:ANSWER4:0:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Develop friendships with patients.</span>
:REASON4:T
Patients are not friends, they are individuals who require our professional care.
:CAT:Mitchell_Examviewch23

:TYPE:MC:1:0:C
:TITLE:Question MC #5
:QUESTION:H
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Your supervisor criticizes a project that you worked hard to complete and believed you did well. What is the most appropriate response?</div>
:LAYOUT:vertical
:ANSWER1:0:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Let her know that you find this news upsetting.</span>
:REASON1:T
This will not lead to knowledge on how to improve.
:ANSWER2:0:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Tell her that she gave poor directions when she gave you the assignment.</span>
:REASON2:T
This is assigning blame and will create defensiveness.
:ANSWER3:100:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Ask for specific examples of what was wrong with your work.</span>
:REASON3:T
Correct.
:ANSWER4:0:H
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Blame coworkers who were absent and increased your workload.</span>
:REASON4:T
This is assigning blame to others rather than taking responsibility and learning more about your weaknesses.
:CAT:Mitchell_Examviewch23

:TYPE:M:long:long:E:1
:TITLE:Question MA #1-4
:QUESTION:H
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'><i>Match each term with the correct definition below.</i></div>
:L1
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Collect and analyze information in order to meet internal needs</span>
:R1
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Continuous quality improvement (CQI)</span>
:L2
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Required by The Centers of Medicare and Medicaid Services (CMS).</span>
:R2
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Quality assessment and performance improvement (QAPI)</span>
:L3
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Encourage employees at all levels in the organization to contribute to organizational success</span>
:R3
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Total quality management (TQM)</span>
:L4
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Seek ways to improve the quality of health care while decreasing costs</span>
:R4
<span style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Quality improvement</span>
:CAT:Mitchell_Examviewch23

:TYPE:S
:TITLE:Question CO #1
:QUESTION:H
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>An important goal for health care providers is to deliver _________________________, while keeping costs reasonable.</div>
:ANSWERS:1
:CASE:0
:ANSWER1:high-quality care:100:0:60:0
:ANSWER2:quality care:100:0:60:0
:ANSWER3:excellent care:100:0:60:0
:ANSWER4:good care:100:0:60:0
:ANSWER5:quality service:100:0:60:0
:CAT:Mitchell_Examviewch23

:TYPE:S
:TITLE:Question CO #2
:QUESTION:H
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>In order to succeed, quality improvement efforts must be supported by ____________________.</div>
:ANSWERS:1
:CASE:0
:ANSWER1:top management:100:0:60:0
:ANSWER2:management:100:0:60:0
:ANSWER3:supervisors:100:0:60:0
:CAT:Mitchell_Examviewch23

:TYPE:S
:TITLE:Question CO #3
:QUESTION:H
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>The three primary areas to review when designing a quality improvement plan for a health care facility are ______________________________, ______________________________, and _________________________.</div>
:ANSWERS:1
:CASE:0
:ANSWER1:organizational structure; health care workers; patient outcomes:100:0:60:0
:ANSWER2:organizational structure; health care employees; patient outcomes:100:0:60:0
:ANSWER3:organizational structure; health care personnel; patient outcomes:100:0:60:0
:CAT:Mitchell_Examviewch23

:TYPE:S
:TITLE:Question CO #4
:QUESTION:H
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Good ways to build positive relationships with coworkers are to be courteous and to _________________________ so they&#8217;ll feel good about themselves.</div>
:ANSWERS:1
:CASE:0
:ANSWER1:give them praise:100:0:60:0
:ANSWER2:stress their strong points:100:0:60:0
:ANSWER3:give praise:100:0:60:0
:ANSWER4:stress what they do right:100:0:60:0
:ANSWER5:stress what they do well:100:0:60:0
:CAT:Mitchell_Examviewch23

:TYPE:P
:TITLE:Question SA #1
:QUESTION:H:60:5
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Explain the difference between an internal and an external customer.</div>
:ANSWER:H
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Internal&#058; people who work in the health care industry, coworkers<br>External&#058; people who come for service, patients, clients, customers</div>
:CAT:Mitchell_Examviewch23

:TYPE:P
:TITLE:Question SA #2
:QUESTION:H:60:5
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Explain why the meaning of &#8220;successful outcome&#8221; can be very different for two patients who undergo the same surgical procedure.</div>
:ANSWER:H
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Patients vary in age, physical condition, attitude, level of family support, preexisting conditions, etc.</div>
:CAT:Mitchell_Examviewch23

:TYPE:P
:TITLE:Question SA #3
:QUESTION:H:60:5
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Give five factors to examine when conducting a review to determine the level of patient service in an urgent care clinic.</div>
:ANSWER:H
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Promptness of service, courtesy of staff, effectiveness of communication, clarity of instructions, completeness of explanations, told who to contact if future problems develop, consent obtained, level of compassion when delivering care, comfort and cleanliness of treatment area</div>
:CAT:Mitchell_Examviewch23

:TYPE:P
:TITLE:Question SA #4
:QUESTION:H:60:5
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>List two methods that a health care facility can use to monitor customer satisfaction.</div>
:ANSWER:H
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Written surveys, telephone calls asking for responses to questions</div>
:CAT:Mitchell_Examviewch23

:TYPE:P
:TITLE:Question SA #5
:QUESTION:H:60:5
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>What are the three steps the health care worker should take when confronted by a dissatisfied patient?</div>
:ANSWER:H
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>1. identify the problem <br>2. seek resolution <br>3. verify satisfaction</div>
:CAT:Mitchell_Examviewch23

:TYPE:P
:TITLE:Question SA #6
:QUESTION:H:60:5
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Briefly describe five guidelines for effectively giving constructive criticism.</div>
:ANSWER:H
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Be clear and concise, give examples, never use vague or harsh language, include positive statements, state how you feel if the problem affects you, show a respectful attitude, demonstrate a cooperative attitude, be sensitive to how difficult this may be for the other person, speak in private, use empathy, never complain about another person in front of others</div>
:CAT:Mitchell_Examviewch23

:TYPE:P
:TITLE:Question ES #1
:QUESTION:H:60:5
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>Discuss the statement, &#8220;Expensive health care is not necessarily excellent health care.&#8221; Include factors that are not tied to costs but can make a big difference in patient recovery and satisfaction.</div>
:ANSWER:H
<div style='font-size:12pt; font-family:"Times New Roman"; color:#000000;'>(<i>Answers should include actions that individual health care workers can take.</i>)</div>
:CAT:Mitchell_Examviewch23

