Term
| What 4 processes help to ensure that clinical support services provide excellent patient care? |
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Definition
Patient management protocols
Functional protocols
Scheduling systems
Training |
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Term
| Three categories of clinical support services in a large HCO include? |
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Definition
Diagnostic services
Therapeutic services
Social and counseling services |
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Term
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Definition
| A focus on sustaining all members of the community at their highest possible level of functioning for their individual happiness and their collective benefit |
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Term
| Identify 3 interrelated issues that have shaped a healthcare system that emphasizes acute care |
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Definition
Availability of healthcare financing
Provider compensation
Organizational responses |
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Term
| Identify and define the 3 levels of prevention |
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Definition
primary: most cost effective because interventions are relatively low cost but also because the diseases prevented are often high cost and life-curtailing (alcohol use laws, immunization, prenatal care)
Secondary prevention: most problematic, screening cost effectiveness depends on keeping the cost per case screened low. Key to cost effectiveness usually lies in targeting groups where false positives are less frequent (screening and early treatment, drug and lifestyle management, remedial childcare)
Tertiary prevention: most focus on specific disease group (rehabilitation, home care, telemedicine) |
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Term
| Examples of potential collaborators for community health include (5) |
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Definition
government agencies in public health, welfare, education, environment, and justice
employers
faith-based organizations
civic and cultural organizations
other HCOs |
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Term
| Various examples of strategic measures in community health (11) |
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Definition
operational dimensions of demand
cost
workers satisfaction
efficiency
quality
customer satisfaction
history
competition
benchmarks
values
cost per case/per capita |
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Term
| Four recurring issues that HCO managers must address as a best practice for community care |
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Definition
prevention is in itself a multicomponent activity
many americans suffer from chronic diseases such as diabetes, high blood pressure, asthma, and mental illness
twenty-first century acute care is astonishingly expensive
the proper goal of the healthcare system at the end of life is to maximize comfort for both patient and family |
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Term
| 5 functions of knowledge management services |
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Definition
ensuring reliability and validity of data
maintaining communications for daily operations
supporting information retrieval for continuous improvement
ensuring the appropriate use and security of data
improving knowledge management services continuously |
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Term
| What steps ensure that information entered into a database is as accurate as possible? (4) |
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Definition
standard definitions must be established
definitions must be consistently applied as data are captured
statistical specification and adjustment must be included when necessary
random variation and confidence limits must be estimated |
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Term
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Definition
| a statistical analysis that identifies values for a measure by defined subsets of a population, to measure the extent to which the values change across the sets |
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Term
| Difference between Deming's special causes and common causes |
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Definition
special: factors that are unique and may not reoccur (waste of time)
common: variation is significant (likely to find a cause for the difference) |
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Term
| Database management system |
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Definition
| A system for retrieving shared electronic data designed to facilitate the recovery and use of data |
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Term
| What type of internal data sources typically feed the data warehouse? (7) |
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Definition
electronic medical record
clinical support services
materials management
accounting and payroll
human resources
planning and marketing
other information systems that could include outcomes and process quality measures, staffing data |
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Term
| What types of risks are knowledge management services responsible for managing? (4) |
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Definition
destruction or loss of data
communications that are interrupted
stolen data
clinical and personal information of the patient or associate |
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Term
| Functions of human resources management include (7) |
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Definition
workforce planning, development, and maintenance
empowerment, transformation and service excellence
compensation and benefits management
collective bargaining
continuous improvement |
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Term
| Describe the typical elements and sequence of recruitment and selection (8) |
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Definition
position control
job description
classification and compensation
applicant pool priorities and advertising
initial screening
final selection
orientation
probationary review |
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Term
| Federal regulations regarding equal opportunity require that no discrimination occurs on the basis of (6) |
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Definition
| sex, age, race, creed, national origin, and disabilities |
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Term
| Laws covering affirmative action require what? |
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Definition
| Special recruitment efforts and priority for equally qualified women, african americans, and hispanics |
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Term
| Define cultural competence |
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Definition
| a set of complementary behaviors and policies that enables individuals to work effectively and serve diverse communities |
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Term
| What is an ombudsman office utilized for? |
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Definition
| resolving complaints fairly and quickly and identify corrections that will prevent recurrence |
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Term
| Define succession planning and describe why it is important for employees and the organization |
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Definition
| If there is a loss of managers/CEO/senior leadership due to impairment, death or departure a succession plan should be used. It identifies the competencies required for the post, candidates currently prepared, and candidates who could be prepared through their individual development plans |
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Term
| Fair compensation should be based on what 3 general criteria? |
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Definition
compensation should equal long-run economic opportunities for similar positions elsewhere
should reflect actual contributions to the HCOs strategic goals
should encourage professional growth and fulfillment consistent with organizational needs |
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Term
| What federal entity regulates unions and organizational efforts? |
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Definition
| the national labor relations board (NLRB) |
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Term
| According to white and griffith, what is the most critical component of strategic achievement? |
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Definition
| the human resource. It invents solutions to shortages of information, supplies, facilities, protocols, and processes |
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Term
| What is a master's facilities plan? |
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Definition
| a document that begins with an estimate of the space needs of each service or activity proposed in the service plan. The final plan shows the future location of all services and documents the renovation, acquisition, or construction necessary in terms of specific actions/timetables/costs |
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Term
| what is among the leading causes of preventable hospital errors, infections and work-related stress and injuries? |
|
Definition
|
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Term
| Provide examples of what Facilities maintenance is responsible for (5) |
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Definition
housekeeping
groundskeeping
utilities management
hazardous waste management
maintenance and repair services |
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Term
| What are "sharps" and how are they handled? |
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Definition
| Used needles and blades. They are handled through a special collection system from point of use to ultimate destruction |
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Term
| Four basic approaches to managing hazardous materials are? |
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Definition
restricting exposure at the source
cleaning and removal
attention to exposed patients, visitors, and associates
epidemiological analysis of failures |
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Term
| Guest services include what type of support for workforce, patients and visitors? (5) |
|
Definition
security
parking
food services
communication services
transportation services |
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Term
| What is a group purchasing organization (GPO) and why might they be of an advantage to a hospital? |
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Definition
| alliances that use the collective buying power of several organizations to leverage prices downward. Can be controlled more carefully for quality, and the high quantity can be leveraged to negotiate lower prices |
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Term
| Functions of materials management (6) |
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Definition
material selection and control
purchasing
receipt, storage, and protection
processing
distribution
revenue enhancement and cost accounting |
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Term
| Define triage and identify when it is particularly useful or important to patient care |
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Definition
| a method for sorting patients according to needs for various levels of resources. Would be useful when a disaster strikes and there is mass casualties |
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Term
| Define the difference between transfer price and cost allocation |
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Definition
| transfer price: the price at which divisions of a company transact with each other. May include the trade of supplies or labor between departments, such as housekeeping services provided to nursing units Cost allocation: distributes environmental services on an approximation, such as using a departments patient volume or square feet of space. |
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Term
| List various ways in which internal consulting may support an organization as a whole (5) |
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Definition
Environmental assessment
Epidemiological planning model
Benchmarking and best practices
Statistical analysis
Legal and ethical reviews |
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Term
| Define sensitivity analysis |
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Definition
| a method to determine how strong an assessment is by examining the extent to which results are affected by change in methods/models/values of unmeasured variables or assumptions and to indicate the degree of risk involved |
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Term
| Define segmentation and specification and various taxonomies used |
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Definition
Specification: identified external groups whose performance differs. In marketing, specification is called segmentation and examines whether specific groups differ in performance characteristics
various taxonomies used: patient-oriented, insurance intermediary and employer specification, and healthcare provider specification |
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Term
| Why is statistical analysis and process control important to healthcare managers? |
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Definition
| Statistical analysis identifies variations that are significant or likely to be correctable, allowing the process manager to avoid futile efforts to correct performance. Statistical process control is a method of monitoring performance and identifying promising OFI's. |
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Term
| Define certificate of need |
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Definition
| A form of franchise, a government-issued permission to proceed with captial investment |
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Term
| Various types of process modeling (5) |
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Definition
activity-based cost analysis
econometric models
simulation models
markov approaches
optimization models |
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Term
| 4 P's of marketing functions |
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Definition
| product, price, place, promotion |
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Term
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Definition
| The deliberate effort to separate markets by customer need and the message to which the markets will respond |
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Term
|
Definition
| a community-wide communication effort to convey the mission and the competitive advantage of the organization |
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Term
| HCOs tie branding activities to specific communications about what three principle goals? |
|
Definition
convince patients to select provider and services
encourage wellness and disease prevention
adjust patient expectation about care |
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Term
|
Definition
reach: an estimate of the number of people who will see or hear a specific advertisement
frequency: the average number of times each person is reached by a specific advertisement |
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Term
|
Definition
| The set of decisions about mission, ownership, scope of activity, location and partners that defines the organization and relates it to stakeholder needs |
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Term
| Excellent healthcare organizations should be designed to provide patient care that is (6) |
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Definition
Safe
effective
patient-centered
timely
efficient
equitable |
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Term
| Individuals or groups who have a direct interest in an organization's success are referred to as |
|
Definition
|
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Term
| Describe the concept of horizontal and vertical integration |
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Definition
| vertical integration: the combination in one company of two or more stages of production normally operated by separate companies. The affiliation of organizations that provide different kinds of service, such as hospital care, ambulatory care, long-term care, and social services. horizontal integration: a strategy to increase market share by taking over a similar company. (the merger of companies at the same stage of production in the same or different industries) Integration of organizations that provide the same kind of service, such as two hospitals or two clinics. |
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Term
| Three foundational elements to any healthcare organization which include a statement of purpose, intentions and purpose, and the basic rules for acceptable conduct are (3) |
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Definition
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Term
| Five major elements of a healthcare organization's cultural foundation include |
|
Definition
valuing diversity
cultural self-assessment
recognizing the dynamics when cultures interact
institutionalized culture knowledge
has developed adaptations to service delivery reflecting knowledge of culture diversity |
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Term
| Agreed on procedures for tasks in the care process are referred to as |
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Definition
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Term
| Six dimensions of operational performance measures that may be found on a scorecard include |
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Definition
Demand for service
physical resources or costs
satisfaction and commitment of the units of human resources
output and productivity
quality of service or product
customer satisfaction |
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Term
| The four parts involved in systematic change in continuous improvement and resolving opportunities for improvement |
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Definition
Identify
analyze
test
evaluate |
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Term
| Functions of cultural leadership include (6) |
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Definition
promoting shared values
empowering associates
communicating wiwth associates
supporting service excellence
encouraging, rewarding, and celebrating success
improving the transformational culture |
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Term
| What is servant leadership |
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Definition
| Reinforcing empowerment by listening, responding, reassuring, explaining, encouraging and rewarding with an emphasis in the obligation to be sensitive and responsive to associate needs |
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Term
| The 5 must haves that Sharp healthcare clearly define for attitudes and behaviors it desires and expects from workers and managers include |
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Definition
greet people with a smile and hello using their name
take people where they are going
use key words at key times
foster an attitude of gratitude
round with reason |
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Term
| What are the two conditions which are necessary to starting a path to transformational culture? |
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Definition
consistent commitment must be made
the simultaneuous move to strengthen the operational foundation and evidence-based management |
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Term
| What is boundary spanning? |
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Definition
| Reaching across borders to build relationships in order to manage complex problems |
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Term
| What is incidence, prevalence, and demand? |
|
Definition
Incidence: rate of new cases of the disease
prevalence: actual number of cases alive, with the disease either during a period of time or at a particular date in time.
demand: the number of cases that actually sought service |
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Term
|
Definition
| a grouping of all the products and services related to one particular division of the organization |
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Term
| What is continuous improvement and why is it important for healthcare organizations? |
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Definition
| ongoing effort to improve products or services. They seek incremental improvement over time or breakthrough improvement all at once |
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Term
| Describe the functions of a governing board (6) |
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Definition
Maintain management capability
establish mission, vision, and values
approve the corporate strategy and annual implementation
ensure quality of clinical care
monitor performance against plans and budgets
improve board performance |
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Term
| What are the referents for goal setting? (4) |
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Definition
Trends
competitor and industry comparisons
benchmarks
values |
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Term
| What is peer review and why is it important? |
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Definition
| Any review of professional performance by members of the same profession |
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Term
| What is a compliance program? |
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Definition
| Programs designed to meet statutory and regulatory requirements; may be based on legislation or voluntary efforts such as accreditation |
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Term
| What do the typical standing committees of the board include? (6) |
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Definition
| Finance, compensation, executive, quality, audit, and nominating committees |
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Term
| What five functions must an HCOs clinical organization perform? |
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Definition
Ensure accurate diagnosis
Ensure excellent care
Individualizing patient care planning and treatment
Improving community health
Improving clinical performance |
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Term
| What are clinical practice guidelines? |
|
Definition
| Systematically developed statements to assist practitioner and patient decisions about appropriate healthcare for specific clinical circumstances |
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Term
|
Definition
| The process of validating a professional's eligibility for medical staff membership and/or privileges to be granted on the basis of academic preparation, licensing, training, certification and performance |
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Term
| What are 3 advantages of the electronic medical record? |
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Definition
Recording is faster and more complete
It includes safeguards to improve accuracy
Better speed transmission of patient-related information |
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Term
| What is the interdisciplinary plan of care? |
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Definition
| Used for problems in exceptionally complex care needs as a process that includes the patient, the family, and all clinical disciplines involved in planning and providing are to patients |
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Term
| What is an attending physician? |
|
Definition
| Physicians who have the privilege of using the hospital for patient care and who are designated as the physician of record for particular patients |
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Term
| What are the 6 general competencies of physicians described by the ACGME? |
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Definition
Patient care
Medical knowledge
Practice-based learning and improvement
Interpersonal and communication skills
Professionalism
Systems-based practice |
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Term
|
Definition
| A concept or model of care delivery that includes an ongoing relationship between a provider and patient, around-the-clock access to medical consultation, respect for a patient's cultural and religious beliefs, and a comprehensive approach to care through providers and community service |
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Term
| Examples of benefits for HCOs with high levels of physician engagement (4) |
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Definition
Receive higher revenue and earnings per admission and per patient day
Increase referrals from engaged physicians
Reduce physician recruiting costs
Sustain significant growth and profitability |
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|
Term
| What is the nursing process? (5) |
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Definition
| A system of assessing patients, diagnosing individual care needs, planning care, implementing plans, and evaluating care |
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Term
| What is an advanced practice nurse? |
|
Definition
| A master's-prepared nurse with specialization and licensure to practice as a nurse practitioner, nurse anesthetist, nurse midwife, clinical nurse specialist, clinical nurse leader, or other advanced specialist role |
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Term
| What is a nurse practitioner? |
|
Definition
| A registered nurse who has advanced education and certification to carry out expanded healthcare evaluation and decision making regarding patient care; boundaries of independent practice are set by state laws |
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Term
|
Definition
| A registered nurse who has advanced education and certification to practice uncomplicated obstetrical care, including normal spontaneous vaginal delivery, without direct physician supervision |
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Term
| What is community nursing? |
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Definition
| Emphasizes prevention and health promotion for the well population |
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Term
| Magnet-recognized hospitals have consistently demonstrated three distinct core features that are elements of a professional nursing practice model |
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Definition
professional autonomy over practice
nursing control over practicing environment
effective communication between nurses/physicians/administrators |
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Term
| What are some responsibilites of a budget manager? (5) |
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Definition
Assemble historical data on achievement of last year's budget
Prepare forecasts of major CSS demand measures
Prepare benchmark and competitor data
Circulate wage-increase guidelines from HR and supplies-price guidelines from materials management
Assist in calculations and prepare trial budgets until a satisfactory proposal for the board has been reached |
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