1. Which one of the following systems context models uses a contemporary triad and illustrates essential elements of organizational effectiveness?
A. Socioecological framework
B. Three core process model
C. Baldrige performance
D. Systems model of organizational accidents
2. A quality manager asks why medical errors are increasing. By asking this type of question, you can deduce that she's most likely at which stage?
A. Going below the waterline for changes
B. Using information to identify essential systemic structure
C. Understanding how systemic structure isn't readily available
D. Understanding how systemic structure influences behavior
3. When something fails to achieve the intended outcome, it's called a/an
A. error.
B. latency.
C. violation.
D. adverse event.
4. You manage a department, and your main philosophy is to eliminate waste. In doing so, you're using which one of the following tools?
A. Six Sigma
B. Total quality management
C. Organizational design
D. Lean thinking
5. A systems manager comes to work in the morning after his night team had a long night of system issues. The manager stops one employee in the hall to ask what happened during the evening shift. The employee shouts, "I quit!" and storms out, slamming the door. This scenario is best described as an example of
A. history dependency.
B. change.
C. nonlinearity.
D. trade-offs.
6. When desired healthcare outcomes are consistent with professional knowledge, then the organization has achieved
A. quality.
B. organizational management.
C. quality control.
D. continuum.
7. The CEO meets with hospital managers to ensure that each understands his or her responsibility in the upcoming Joint Commission survey. In doing so, the CEO is supporting _______ structure.
A. organizational
B. intuitive
C. systemic
D. cognitive
8. A patient's discharge status prognosis is "good." This prognosis is an example of
A. an input.
B. an output.
C. a conversion process.
D. feedback.
9. You're the health information manager and your best friend is a laboratory technician at the same hospital. In which total quality customer focus category does your friend belong?
A. Stakeholder
B. External customer
C. Internal customer
D. Researcher
10. Which one of the following systems context models best explains how medical errors occur?
A. Systems model of organizational accidents
B. Baldrige peformance
C. Three core process model
D. Socioecological framework
11. Which one of the following systems context models provides a "big picture" look at healthcare across a broad view of different influences on a system?
A. Baldrige performance
B. Socioecological framework
C. Three core process model
D. Systems model of organizational accidents
12. A manager was dissatisfied with the results of her study, so she reexamined and reframed the study. In doing so, she practiced
A. cognitive psychology.
B. double-loop learning.
C. single-loop learning.
D. schema.
13. A manager fails to schedule enough nurses for a holiday weekend. Nurses who had to work double shifts after a few nurses called in sick quit a few weeks later due to job dissatisfaction and being overworked. This scenario is best described as a/an
A. latent error.
B. active error.
C. error of commission.
D. execution error.
14. An employee, Mac Smith, is servicing the imaging machine in the hospital. In doing so, he's practicing
A. quality management.
B. quality control.
C. quality assurance.
D. total quality.
15. A nurse manager notices that surgical sponges were improperly manufactured, so she discards them prior to a surgery. In doing so, she's practicing quality
A. improvement.
B. assurance.
C. control.
D. management.
16. One of your employees tells you, "You always take the other employee's side and never my side." This employee is illustrating which one of the following ways of thinking?
A. Double-loop learning
B. Schema
C. Cognitive psychology
D. Mental model
17. As a manager, how can understanding and becoming aware of your own mental model be beneficial?
A. It provide solutions based on only past experiences.
B. It makes you feel unsatisfied with results and consequences.
C. It undermines your efforts to achieve quality results.
D. It helps to successfully progress along the quality continuum.
18. Vertical organizational structures often prevent interaction across departments and sometimes make it difficult to identify patterns. This is a downfall that falls under which system behavior lesson?
A. Understanding how systemic structure influences behavior
B. Understanding how systemic structure isn't readily available
C. Using information to identify essential systemic structure
D. Going below the waterline for changes
19. To have a more dynamic and mature quality approach, you should add which one of the following choices to your model?
A. Conversion processes
B. Feedback
C. Inputs
D. Outputs
20. A patient comes to the respiratory therapy department for a breathing treatment. This is an example of a/an
A. feedback.
B. conversion process.
C. input.
D. output.