1.

The "appropriateness" of care is

a. typically perceived by the recipient of care.

b. doing the right things in accordance with the
medical necessity.
c. equivalent to "case management."
d. the degree to which healthcare services are
coherent & unbroken.
1. The "appropriateness" of care is

a. typically perceived by the recipient of care.

b. doing the right things in accordance with the
medical necessity.
c. equivalent to "case management."
d. the degree to which healthcare services are
coherent & unbroken.
2. A medication is ordered for a diabetic patient.
Its capacity to improve health status, as a
dimension of quality or performance, is its

a. effectiveness.
b. potential.
c. appropriateness.
d. efficacy.
2. A medication is ordered for a diabetic patient.
Its capacity to improve health status, as a
dimension of quality or performance, is its

a. effectiveness.
b. potential.
c. appropriateness.
d. efficacy.
3. Nurse to patient ratio is an example of which type
of measures?

a. Structure

b. Process

c. Outcome

d. Monitoring
3. Nurse to patient ratio is an example of which type
of measures?

a. Structure

b. Process

c. Outcome

d. Monitoring
4. Which of the following is a likely process measure
for a patient with diabetes mellitus?

a. Average value of HbA1C testing.

b. hospitalization rates.

c. percentage of patients developing foot ulcers.

d. rates of foot examination.

4. Which of the following is a likely process measure
for a patient with diabetes mellitus?

a. Average value of HbA1C testing

b. hospitalization rates

c. percentage of patients developing foot ulcers

d. rates of foot examination

5. That dimension of quality/performance that is
dependent upon evaluation by the recipients and/or
observers of care is

a. respect/caring.
b. safety.
c. continuity.
d. availability.
5. That dimension of quality/performance that is
dependent upon evaluation by the recipients and/or
observers of care is

a. respect/caring.
b. safety.
c. continuity.
d. availability.
6. Management using quality improvement
principles should emphasize the importance of

a. staff orientation.

b. customers' expectations.

c. quarterly statistical reports.

d. team selection.
6. Management using quality improvement
principles should emphasize the importance of

a. staff orientation.

b. customers' expectations.

c. quarterly statistical reports.

d. team selection.
7. If, in the continuous quality improvement process,
we increase our emphasis on customer satisfaction
and outcomes of care, which two dimensions of
quality/performance must be incorporated into all
quality management activities?

a. Availability and respect/caring

b. Respect/caring and competency
c. Respect/caring and Effectiveness
d. Continuity and competency
7. If, in the continuous quality improvement process,
we increase our emphasis on customer satisfaction
and outcomes of care, which two dimensions of
quality/performance must be incorporated into all
quality management activities?

a. Availability and respect/caring

b. Respect/caring and competency
c. Respect/caring and Effectiveness
d. Continuity and competency
8. Which of the following is the best example of
an outcome measure?

A. availability of computers

B. pathway compliance

C. mortality rate

D. laboratory turnaround time

8. Which of the following is the best example of
an outcome measure?

A. availability of computers

B. pathway compliance

C. mortality rate

D. laboratory turnaround time

9. In developing a program to evaluate the effectiveness of
physician care, a primary care clinic would select which one of the
following indicators?

a. The patients will express overall satisfaction with clinic facilities.

b. The contract lab will provide results within 24 hours of sample

delivery.

c. The staff complies with all infection control policies and procedures.

d. diagnosed hypertensive patients are controlled within 6

months.
9. In developing a program to evaluate the effectiveness of
physician care, a primary care clinic would select which one of the
following indicators?

a. The patients will express overall satisfaction with clinic facilities.

b. The contract lab will provide results within 24 hours of sample

delivery.

c. The staff complies with all infection control policies and procedures.

d. diagnosed hypertensive patients are controlled within 6

months.
10. Vaccine Company is determining how many
volunteer get influenza after receiving flu shots.
Which dimension of performance is it evaluating?

a. Appropriateness

b. Continuity

c. Efficacy

d. Safety
10. Vaccine Company is determining how many
volunteer get influenza after receiving flu shots.
Which dimension of performance is it evaluating?

a. Appropriateness

b. Continuity

c. Efficacy

d. Safety
11. Which of the following is the BEST definition of
process?

a. The steps required to provide care

b. A series of steps that achieve a desired outcome

c. Patient care activities

d. Technical aspects of providing care

11. Which of the following is the BEST definition of
process?

a. The steps required to provide care

b. A series of steps that achieve a desired outcome

c. Patient care activities

d. Technical aspects of providing care

12. One fundamental difference between monitoring
product quality and service quality is based upon the
fact that

a. a service is easier to measure and verify in advance.

b. a service is not perishable.
c. a service is more heterogeneous than an object.
d. there are more service delays than product delays.
12. One fundamental difference between monitoring
product quality and service quality is based upon the
fact that

a. a service is easier to measure and verify in advance.

b. a service is not perishable.
c. a service is more heterogeneous than an object.
d. there are more service delays than product delays.
13. All of the following is positive patient outcome
except:

a. decreased complication.

b. improved clinical &health status.

c. reduced infection rate.

d. decreased LOS
13. All of the following is positive patient outcome
except:

a. decreased complication.

b. improved clinical &health status.

c. reduced infection rate.

d. decreased LOS
14. The task of setting up an ambulatory care setting
QM/QI program that focuses on "outcomes" as a
measure of treatment effectiveness is difficult
because

a. the patient remains in control of treatment.

b. patient care outcomes are determined by the
payer.
c. there are no required medical records.
d. expected outcomes for ambulatory conditions are
too obvious.
14. The task of setting up an ambulatory care setting
QM/QI program that focuses on "outcomes" as a
measure of treatment effectiveness is difficult
because

a. the patient remains in control of treatment.

b. patient care outcomes are determined by the
payer.
c. there are no required medical records.
d. expected outcomes for ambulatory conditions are
too obvious.
15. Donabedian's model of quality includes:

a. input, process, output

b. plan, do, check , act

c. structure, process, outcome

d. yield, think, do
15. Donabedian's model of quality includes:

a. input, process, output

b. plan, do, check , act

c. structure, process, outcome

d. yield, think, do
16. In an inpatient stay, specific patient conditions that
are present on admission and require treatment during
the stay are called

a. complications

b. co-morbidities

c. community-acquired

d. healthcare- associated
16. In an inpatient stay, specific patient conditions that
are present on admission and require treatment during
the stay are called

a. complications

b. co-morbidities

c. community-acquired

d. healthcare- associated
17. The perception of quality by a patient receiving
care in an ambulatory healthcare center is influenced
most by

a. the physical environment.

b. caring staff and physician.
c. new technology.
d. the physician's technical competence.
17. The perception of quality by a patient receiving
care in an ambulatory healthcare center is influenced
most by

a. the physical environment.

b. caring staff and physician.
c. new technology.
d. the physician's technical competence.
18. “To Err Is Human” report was published by

a. Institute of Healthcare Improvement (IHI)

b. Institute of medicine (IOM)

c. Agency for Healthcare Research and Quality

(AHRQ)

d. Centers for Disease and Infection Control (CDC)

18. “To Err Is Human” report was published by

a. Institute of Healthcare Improvement (IHI)

b. Institute of medicine (IOM)

c. Agency for Healthcare Research and Quality

(AHRQ)

d. Centers for Disease and Infection Control (CDC)

19. Total quality management philosophy assumes
that

a. most problems with service delivery result from

systems difficulties
b. frequent inspection is necessary to improve quality.
c. most problems with service delivery result from
difficulties with individuals.
d. top management leadership in quality activities
disenfranchises employees.
19. Total quality management philosophy assumes
that

a. most problems with service delivery result from

systems difficulties
b. frequent inspection is necessary to improve quality.
c. most problems with service delivery result from
difficulties with individuals.
d. top management leadership in quality activities
disenfranchises employees.
20. The following are domains included in the institute of
medicine report “Crossing the Quality Chasm” except:

a. Equity

b. Appropriateness

c. Safety

d. Effectiveness
20. The following are domains included in the institute of
medicine report “Crossing the Quality Chasm” except:

a. Equity

b. Appropriateness

c. Safety

d. Effectiveness
21. That function in the Juran Quality
Management Cycle that includes the initial
analysis of data/information is

a. quality planning.
b. quality initiatives.
c. quality control/measurement.
d. quality improvement.
21. That function in the Juran Quality
Management Cycle that includes the initial
analysis of data/information is

a. quality planning.
b. quality initiatives.
c. quality control/measurement.
d. quality improvement.
22. Using the 80/20 rule, 80% of organizational
problems are issues related to

a. systems.

b. education.

c. performance.

d. staffing.
22. Using the 80/20 rule, 80% of organizational
problems are issues related to

a. systems.

b. education.

c. performance.

d. staffing.
23. What is the most important relationship between
structure, process, and outcome as types of indicators
of quality?

a. Interdependent: Structure directly affects both

process and outcome.
b. Causal: Structure leads to process and process
leads to outcome.
c. Relational: Useful for comparisons, but not causal
d. There is no relationship; they are categories used to
group indicators.
23. What is the most important relationship between
structure, process, and outcome as types of indicators
of quality?

a. Interdependent: Structure directly affects both

process and outcome.
b. Causal: Structure leads to process and process
leads to outcome.
c. Relational: Useful for comparisons, but not causal
d. There is no relationship; they are categories used to
group indicators.
24. Which of the following best describes the
successful outcome of the quality improvement
process?

a. Customer satisfaction
b. Enhanced communication
c. Employee empowerment
d. Improved statistical data
24. Which of the following best describes the
successful outcome of the quality improvement
process?

a. Customer satisfaction
b. Enhanced communication
c. Employee empowerment
d. Improved statistical data
25. When the quality manager was evaluating how many people
in his facility's managed care plan were able to receive the flu
shot, he is evaluating which dimension of performance?

a. Appropriateness

b. Effectiveness

c. Efficacy

d. Availability
25. When the quality manager was evaluating how many people
in his facility's managed care plan were able to receive the flu
shot, he is evaluating which dimension of performance?

a. Appropriateness

b. Effectiveness

c. Efficacy

d. Availability