Deck 17: Managing Performance and Outcomes Using an Organizational Quality Improvement Model

Question 1

Which one of the following statements is a general principle of performance improvement?

A) The priority is to benefit clients and internal customers.
B) Quality is achieved through the participation of everyone in the organization.
C) Improvement opportunities are focused on the work we do individually.
D) Decisions to change or improve a system or process are based on intuition.

Answer 1

Quality is achieved through the participation of everyone in the organization.

Question 2

Which of the following acronyms represents another term for total quality management?

A) QA
B) QI
C) PI
D) CIQ

Answer 2

PI

Question 3

Which of the following may result from inspection systems that reward or punish random variation?

A) change
B) tampering
C) improvement in processes
D) improvement in outcomes

Answer 3

tampering

Question 4

If you were a manager planning to use the FOCUS method to examine a process in your agency, in which step would you find a flowchart most useful?

A) O
B) C
C) U
D) S

Question 5

Which one of the following people has made an important contribution to the science of improvement?

A) Katz
B) Drucker
C) Deming
D) Plsek

Question 6

Which one of the following statements best describes the concept of quality?

A) being better, doing things right the first time, and being as good as the competition
B) seeing clients and others as customers
C) providing basics to the customers
D) achieving customer satisfaction and loyalty

Question 7

Which one of these acronyms stands for a model that outlines a methodology for improvement?

A) ACDP
B) CDPA
C) DPAC
D) PDSA
Indicate one or more answer choices that best complete the statement or answer the question.

Question 8

Which of these terms could include the example of a client who is having a chest X-ray done?

A) system
B) process
C) benchmarking
D) sentinel event

Question 9

Which of the following is an important feature of quality improvement (QI) efforts in today's highly complex and changeable health care organizations?

A) mission
B) vision statement
C) cost-effectiveness
D) flexibility

Question 10

Which one of the following statements applies to employees who work in an organization that encourages empowerment and promotes a culture of employee ownership?

A) Staff take responsibility only for their work unit.
B) Staff maintain a customer base.
C) Workers maintain current method of doing business.
D) Staff are valued for their efforts.

Question 11

Which of the following is an example of a direct cost?

A) electricity
B) human resource staff
C) medications
D) secretaries

Question 12

What is the term for an unexpected occurrence involving death or serious physical or psychological injury to a client?

A) below standard
B) quality failure
C) benchmarking
D) sentinel event

Question 13

According to the text, what is the focus of quality assurance?

A) meeting the needs of the consumer
B) assessing work processes to identify opportunities for improved performance
C) improving performance when standards are not met
D) building quality performance into work processes

Question 14

Which one of the following groups is an example of an internal customer?

A) clients
B) nurses
C) private physicians
D) insurance payers

Question 15

Which step in the FOCUS process asks the question, "What is the problem?"

A) F
B) O
C) C
D) U

Question 16

What is the term for a set of actions, changes, or functions that bring about a result?

A) system
B) sentinel event
C) benchmarking
D) process

Question 17

As a program manager, which of the following visual aids might you choose to use to identify reasons for delays or problems in a process?

A) time series chart
B) fishbone diagram
C) balanced scorecard
D) flowchart

Question 18

Which of these acronyms stands for a model that describes a stepwise process of how to move through the improvement process?

A) COFUS
B) SOCFU
C) FOCUS
D) CUSFO

Question 19

Which of the following is the term for a visual display that outlines the major steps in an improvement process?

A) storyboard
B) time series graph
C) flowchart
D) PDCA

Question 20

Which of the following is one of the primary benefits of adopting quality concepts and principles?

A) Health care processes can better meet the needs of the health care provider.
B) Management contributes to better work as designed.
C) Costs can be maintained at budgeted levels.
D) Performance issues are discovered more quickly and efficiently.

Question 21

The nurse demonstrates knowledge of quality improvement when he makes which of the following statements to his peers on the unit following a management meeting?

A) "I am not responsible for quality improvement interventions."
B) "I feel everyone has to participate to improve quality."
C) "I feel that this benefits the organization, not clients who are our customers."
D) "Management can deal with this and then let us know."

Question 22

The nurse manager is aware that the incidences of medication errors on her unit are too high. She has decided to incorporate a quality improvement methodology called FOCUS. Identify what FOCUS is and use it to create a quality improvement plan to decrease the number of medication errors by registered nurses that are occurring on the unit.

Question 23

The nurse demonstrates an understanding of the main focus of quality assurance when she makes which following statements?

A) "Quality assurance means meeting the various needs of the consumer."
B) "Assessing work processes identifies opportunities for improved performance."
C) "Improving performance when standards are not met is most important!"
D) "Building quality performance into work processes is important!"

Question 24

The nurse manager is aware that the incidences of falls on her unit are too high prior to, during, and after shift reports. She has decided to incorporate a quality improvement methodology called the PDSA cycle. Identify what the PDSA cycle is and use it to create a quality improvement plan to decrease the number of falls that are occurring on the unit.