Question 1. Nursing plays a prominent role in patient satisfaction surveys because_______.

(a) Nurses are more crucial than physician from the patient perspective

(b) Nurses are in constant contact with patients

(c) Nurses are often female

(d) Nurses are abundant in the profession of health care

Question 2. The surgeon who performs the open heart surgery is ________.

(a) A radiologist

(b) A cardiovascular physician

(c) Orthopedist

(d) An anesthesiologist

(e) A family physician

Question 3. The retirement of aging _____ will reshape the healthcare job market over the next decade.

(a) Family boomers

(b) Girl boomers

(c) Bo0y boomers

(d) Baby boomers

(e) All of the above

Question 4. Due to the healthcare industry’s unique characteristics, it is important of healthcare leaders to understand and appreciate the differences each _____ brings to the workforce and harness the benefits of those differences.

(a) System

(b) Law

(c) Generation

(d) Patient

(e) Consumer

Question 5. When healthcare personnel do not collaborate well, severe injury or unexpected patient death may by caused by _______.

(a) Lack of communication

(b) Reusing syringes

(c) Contamination of medication

(d) Pharmaceutical patents

Question 6. The U.S. healthcare market is considered ” Imperfect’ because________.

(a) There are a significant amount of medical errors

(b) Prices are determined by health plans rather than market forces

(c) Universal healthcare is unavailable

(d) Qualified doctors are lacking

Question 7. Which of the following is required for a physician to practice medicine?

(a) Licensure

(b) Certification

(c) Credentialing

(d) Training

(e) None of the above

Question 8. The healthcare professionals work in a dynamic and rapidly changing environment. Changes are driven by_________.

(a) New technologies

(b) Financial pressure

(c) Regulation and a complex institutional environment

(d) Internal politics

(e) A,B, and C only

Question 9. Clinical pathologists specialize in _______.

(a) Diagnosing disease by studying changes, tissues, and cells

(b) Studying disease and disorders of the mind

(c) Studying disease and disorders of the stomach and intestine

(d) Studying acute illness or injury

(e) None of the above

Question 10. Which one of the following is not a negotiation model?

(a) Stress-relief Model

(b) Distributive Model

(c) Integrative Model

(d) Interactive Model

Question 11. ______ is the identification of a project’s key stakeholders, and assessment of their interests in the strategic planning, and the ways in which these people may affect a project.

(a) Stakeholders value

(b) SWOT analysis

(c) Gap analysis

(d) Equity analysis

(e) Stakeholder analysis

Question 12. The _____ direct employees in a step-by-step fashion in how to achieve the objectives within the scope of the policies.

(a) Procedures

(b) Action plans

(c) Operational plans

(d) Values statement

(e) All of the above

Question 13. In contrast to long-term planning (which begins with the current status and lays down a path to meet estimated future needs), ___________ begins with desired endstate and works backward to the current status.

(a) Lean management

(b) Strategic planning

(c) Six sigma

(d) Balance score card

(e) All of the above

Question 14. Understanding how culture is formed and knowing how and when to take it on are essential foundations to successful strategy_________.

(a) Execution

(b) Formulation

(c) Design

(d) Mandate

(e) All of the above

Question 15. Once goals are set, leaders need to determine the _____ to meet those goals. These factors are major areas of work, initiatives or projects that when completed, ensure the success of each goals, such as increasing admissions or improving margins.

(a) Critical management factors

(b) Critical failure factors

(c) Critical success factors

(d) Critical assessment factors

(e) None of the above

Question 16. A Supplier power is the opposite perspective of _____power.

(a) Buyer

(b) Vendor

(c) Customer

(d) Government

(e) None of the above

Question 17. Traditionally, the for-profit healthcare organizations have paid most attention to the measurement of ______performance indicators.

(a) Ethical

(b) Financial

(c) Auditing

(d) Accreditation

(e) Marketing

Question 18. The purpose of integrated care is to provide care without a service gap, fragmentation or lack of _______.

(a) Association

(b) Intimidation

(c) Hesitation

(d) Cooperation

(e) All of the above

Question 19. Healthcare leaders need to present collaboration processes for creating a roadmap for the implementation of a strategy for integrated health and social care. The developed collaboration process includes multiple phases, and uses a(n) _____ decision support system technology.

(a) Structure

(b) Individual

(c) Group

(d) Task

(e) All of the above

Question 20. The porter’s Five forces framework suggest that a firm could obtain strategic advantage by concentrating on _______.

(a) Cost

(b) Differentiation

(c) A & B

(d) Brand loyalty

(e) None of the Above

Question 21. An often-overlooked driver of the federal direction of the healthcare system is the fact that the CMS and other agencies are ______ create rules to implement the programs mandated by congress.

(a) Paid to

(b) Prevented from

(c) Authorized to

(d) Pushed to

(e) None of the above

Question 22. Healthcare organizations need to maintain their____ in gauging and following emerging regulatory guidelines and rules in addition to federal and state laws.

(a) effort

(b) ignorance

(c) trick

(d) diligence

(e) All of the above

Question 23. In this era of exceptionally tight state budgets, The CMS has been inundated with requests to allow changes in public health programs. These requests are often seeking to ___ spending in this important program for the indigent and elderly.

(a) Cut

(b) Increase

(c) Manage

(d) allow

(e) all of the above

Question 24. The Supreme Court wrestled with the argument from a majority of the states that the federal government does not have the authority to coerce them into _____ Medicaid eligibility thresholds in order to receive federal matching funds.

(a) Shrinking

(b) Expanding

(c) Eliminating

(d) Enhancing

(e) All of the above

Question 25. Leading in the 21 century requires robust new healthcare policies, innovation and adaptation to the environment. Consideration of innovation in healthcare setting must be reconciled with_____ limitations imposed by federal and state laws.

(a) Legal

(b) financial

(c) Auditing

(d) Logistical

(e) All of the above

Question 26. As the healthcare industry grows rapidly in size and in _____ complexity, the case for including healthcare law and policy as a discrete topic in the legal environmental of business curriculum grows correspondingly.

(a) Financial

(b) Image

(c) Logistical

(d) Legal

(e) All of the above

Question 27. The patient protection and affordable Care Act expands Medicaid to all non-Medicare eligible individuals under age_____( children, pregnant women, parents, and adults without dependent children ) with incomes up to 133% FPL based on modified.

(a) 45

(b) 55

(c) 18

(d) 26

(e) 65

Question 28. Understanding how the law responds to, and shapes, _____change is essential to the process of social change itself.

(a) Healthcare mandate

(b) Healthcare finance

(c) Healthcare policy

(d) Healthcare development

(e) None of the above

Question 29. The _____ increasingly envisions public health law as an integral element in the armamentarium of each of its programs and in the competencies of its professionals.

(a) U.S. Department of Health Services

(b) Environmental Protection Agency

(c) Center for Medical Services

(d) Center for Disease Control

(e) Federal Drug Administration

Question 30. The _____ ruling on the constitutionality of the ACA upheld the Medicaid expansion, but limited the ability of HHS to enforce it, thereby making the decision to expand Medicaid optional for states.

(a) World health Organization

(b) Congress

(c) Federal government

(d) Supreme court

(e) None of the above

Question 31. Federal regulation is one of the basic tools government uses to carry out_____. Agencies create regulations when congress provides the authority to do so.

(a) Public policy

(b) War

(c) Tax incentives

(d) Corruption

Question 32. Which one of the following is a critical issue for clinical support services in evidence based medicine?

(a) Keeping up with technology

(b) Agreeable patients

(c) Physician-nurse dynamics

(d) High cost equipment

Question 33. A health insurance deductible is __________

(a) The portion of services paid by patient

(b) The amount paid before the third-party payer begins to pay

(c) The fee paid by employers and employees to the insurance company

(d) The negotiated payment for services between payer and provider

(e) All of the above

Question 34. ______ defines stress as a relationship between the person and the environment, Where the person exceeds his or her resources.

(a) Adaptive-transformation theory

(b) Cognitive-dissonance theory

(c) Cognitive-transactional theory

(d) Resource-appraisal Theory

Question 35. An institutional policy is set by the_____.

(a) State and federal regulators

(b) Governing board

(c) Administration

(d) Medical staff

(e) All of the above

Question 36. Under the Affordable Care Act (ACA),_____ have been established to provide eligible individuals and small businesses with access to private health insurance plans.

(a) Churches

(b) Government booths

(c) Hospitals

(d) Exchanges

Question 37. Healthcare organizations collaborate with non-healthcare organizations such as _____.

(a) Sports clubs

(b) Law enforcement

(c) Public health agencies

(d) Gymnasiums

Question 38. In the area of healthcare promotion, the need for communication is greatest in ______.

(a) Disadvantaged sectors of the population

(b) Residential subdivisions

(c) Adolescent groups

(d) Elderly groups

Question 39. The following insurance programs could possibly cover home care for retried military personnel:

(a) Medicare

(b) Medicaid

(c) Tricare

(d) Managed care

(e) Capitation

Question 40. The U.S. healthcare system is unique in that____ insurance is dominate over_____ insurance.

(a) Private, public

(b) Small scale, monopolized

(c) Government regulated, market controlled

(d) Malpractice, accident

Question 41. Relational communication theorists assert that every message has both a _____ dimension.

(a) Functional and knowledge

(b) Task and duty

(c) Time and pressure

(d) Content and relationship

Question 42. Cross cultural misunderstandings in a workplace can be avoided by_____.

(a) Finding a customer base from one culture background.

(b) Employers providing training for all staff on cultural awareness and tolerance.

(c) Making sure all their employees are from the same cultural background

(d) Allowing staff to celebrate special cultural days at work.

Question 43. To be better communicators, we ought to be more sensitive to the____ issues such as gender, generation, religion, and ethnicity.

(a) Diversity

(b) Awareness

(c) Acceptance

(d) Interpretation

Question 44. The use of technical terms, jargon, acronyms, abbreviations, and diagrams to communicate can _____ how well information is shared and therefore the effectiveness of communication.

(a) Change

(b) Develop

(c) Promote

(d) Influence

(e) All of the above

Question 45. The joint commission has reported that the primary root cause of over 70 percent of sentinel events was_____ failure.

(a) Mechanical

(b) Management

(c) Financial

(d) Communication

(e) None of the above

Question 46. Which of the following is not common to the practice of effective mentoring?

(a) Good communication

(b) Developing a skill

(c) Sincerity

(d) Feedback

Question 47. Good communication is both a/an______ imperative and necessary for informed consent and effective patient engagement.

(a) Management

(b) Branding

(c) Ethical

(d) Legal

(e) All of the above

Question 48. The lifelong learning in healthcare administration requires healthcare managers and leaders to engage in professional learning constantly throughout their careers so as to keep their skills and knowledge ____.

(a) Outdated

(b) Fixed

(c) Flexible

(d) Up-to-date

(e) Constant

Question 49. The healthcare professionals have significant roles in managing the issues of lifelong learning and_______.

(a) Continuing employment

(b) Continuing education

(c) Continuing funding

(d) Continuing growth

(e) All of the above

Question 50. The advantage in small groups with a designated leader is ________.

(a) Having someone in the group coordinate the flow of communication and the work of members.

(b) Having someone in the group delineate power among members.

(c) Having someone in the group available to answer to the organization

(d) All of the above

Question 51. From the perspective of quality improvement,______ can be a source of data through their assessment of healthcare, which can be used as feedback and basis for improvement.

(a) Federal government

(b) Nursing staff

(c) Insurance companies

(d) Patients

Question 52. Patient advocacy groups act as _____ when they convincingly and persistently provide a patient’s perspective to politicians in a n effort to bring about change.

(a) Pundits

(b) Lobbyists

(c) HMOs

(d) Legal representatives

Question 53. Why is it important to engage patient and families in their healthcare?

(a) Patients who are well informed of their medical condition are more likely to comply with treatment regimens.

(b) Patients who are involved in their healthcare are less worried about expenses

(c) Families feel respected and cooperate better with the clinicians

(d) Involving patients takes the responsibility of clinicians

Question 54. One of the starting points for increased patient centered in healthcare delivery is ________.

(a) to change clinician perspective of the patient families as partners

(b) to create a non-hospital like atmosphere in healthcare organizations.

(c) To allow patients to walk in whenever necessary without appointments.

(d) To protect patients from their family members

Question 55. Patient participation in chronic care ____ can have a substantial impact on health.

(a) Education

(b) Self-management programs

(c) Hospital work

(d) Workshops

Question 56. Evidence based practice may be a favorable model from the patient perspective because______.

(a) patients are treated according to their doctor’s standards

(b) patients do not have to be involved in the process

(c) patients are treated like lab specimens without any emotional bias

(d) patient values and preferences are an integral part of the model

Question 57. The likelihood of successfully implementing organizational change increases significantly when______.

(a) Upper management is incentivized

(b) The CEO takes charge

(c) Employees are penalized

(d) Creating dedicated support structure

Question 58. In an organization, participants including senior leadership must play an active role in managing change while simultaneously establishing______ as an important urgent policy.

(a) Cost cutting

(b) Patient safety

(c) Staffing assessment

(d) Long terms strategy

Question 59. Family history, a high fat diet, and smoking are considered _____ for cardiovascular.

(a) Mortalities

(b) Incidences

(c) Prevalence’s

(d) Risks

(e) All of the above

Question 60. Which one of the following are organizational strategies to leveraging change to patient centered care?

(a) Discrimination training for physicians

(b) Internal rewards and incentives

(c) Public reporting of physician salaries

(d) Elimination of healthcare insurance plans

Question 61. _____ provides and important symbolic end to the conflict and increases the partties’ commitment to the agreement.

(a) Agreement formalization

(b) Agreement designation

(c) Agreement awareness

(d) Agreement dispute

(e) Agreement follow up

Question 62. Professional physician communications are an important component of multifaceted interventions that ultimately seek a behavioral or _______ at the patient or public level.

(a) Economic change

(b) Social change

(c) Business change

(d) No change

(e) Careful change

Question 63. Members of effective teams who practice effective and constructive communication _______.

(a) Have faith in their ability to solve problems

(b) Are positive about their activities and trust each other.

(c) Ignore conflicts among team members

(d) Determine areas for improvement and reallocate resources to do so

(e) Are self-evident because they produce high-quality results

Question 64. ____ Differences may play a significant role in how negotiations begin.

(a) Materials differences

(b) Economic differences

(c) Cultural differences

(d) Business differences

(e) None of the above

Question 65. Practical and well-evaluated plans for implementing teamwork are fairly_______.

(a) Common

(b) Rare

(c) Subjective

(d) Working

(e) None of the above

Question 66. The health communicators who facilitate the development of professional communications programs need to be able to related to______ and other health care provides using own terms.

(a) Nurses

(b) Technicians

(c) Physicians

(d) Managers

(e) Administrators

Question 67. A healthcare organization’s structure will_____ organizational communication and its ability to promote collaborative activities among employees.

(a) Decrease

(b) Affect

(c) Increase

(d) Destroy

(e) Develop

Question 68. Effective teamwork communication and team composition could have positive effects, particularly in ______.

(a) Social loafing

(b) Organizational fragmentation

(c) Branding

(d) Feeling good

(e) Quality and safety

Question 69. High context and relatively homogenous cultures will spend_____ time explicitly specifying the process that negotiations will follow.

(a) More

(b) The same

(c) No

(d) Less

(e) A huge amount

Question 70. Effective external relationship communication efforts will have these aspects except______.

(a) Healthcare organizations and communication team develop a long term vision about key constituency groups

(b) Healthcare organizations and communication teams develop key issues and priorities

(c) Healthcare organizations and communication teams establish and cultivate long term relationships with all groups

(d) Financial agreements to buy influence

(e) All of the above

Question 71. ______ is appropriate to improve employee knowledge.

(a) Micro management

(b) Macro management

(c) On the job training

(d) Monitoring employees

(e) Undermining

Question 72. Which of the following is a strength of the human resources theory of practice?

(a) Practicing the basis rules

(b) Applying CEO’s instructions

(c) Addressing Fundamental Human Needs and Interests

(d) Ignoring the human’s needs

Question 73. To reduce human resources’ legal and operational risks, healthcare managers should_______.

(a) Hire the least fit

(b) Hire the most expensive fit

(c) Hire best fit

(d) Hire whoever

Question 74. In this new world of work demands, _____ often influence an individual’s performance more than a supervisor. For team members, on – the-spot improvements based on immediate feedback from their peers can have a big impact on performance.

(a) Management relationships

(b) Team relationships

(c) Vendor relationships

(d) External relationship

Question 75. The use of teams is a ______ practice in healthcare organizations.

(a) Limited

(b) Standard

(c) Discouraged

(d) Unethical

(e) All of the above

Question 76. Performance appraisal is a management tool for employees and management to ________.

(a) Agree on mutual goals and review results

(b) Disagree

(c) Waste time

(d) Fire employees

(e) Make employees happy

Question 77. The major benefits most preferred by the majority of employees is/are:

(a) Health insurance

(b) Pension plan

(c) Paid vacation

(d) A,B, and C only

(e) Working from home

Question 78. In promoting group thinking, which strategy that should not be considered?

(a) Open communication

(b) Respect for team member participation

(c) Competing

(d) Evaluation of team behavior

(e) Trust

Question 79. Generally speaking, medical staff are_______.

(a) Employees of the hospitals

(b) Managers of the hospitals

(c) Not hospital employees

(d) Part time employees

(e) Agency employees

Question 80. _______ belongs to the human resources department.

(a) Payroll

(b) Employees assistance program (EAP)

(c) Accounts payable

(d) Desktop support

(e) Accounting

Question 81. In addition to the use of control charts to analyze healthcare issues, there are other tools that are commonly used in healthcare improvement activities. They can be divided into these categories:

(a) Data collection

(b) Process mapping

(c) Process analysis

(d) A, B, and C only

(e) Universal assessment

Question 82. The matrix organizational structure is tow organization structures the traditional functional structure and the ____ structure.

(a) Company

(b) Macro

(c) Program

(d) Micro

(e) Global

Question 83. Whether the trigger is positive or negative, There needs to be a(n) ____ for change with a sense of urgency. The leader of a change initiative can use the evidence gathered during the why of change process to build this collective desire.

(a) External outreach

(b) Internal debate

(c) External desire

(d) Internal desire

(e) All of the above

Question 84. Not many managers use a singular theory or concept when implementing strategies in the workplace. They commonly use ____ a number of theories, depending on the workplace, purpose and workforce..

(a) a wide combination of

(b) a narrow combination of

(c) a combination of

(d) a limited combination of

(e) None of the Above

Question 85. Communication between the patient, family, and ______ is a critical component of high-quality, safe care and the foundation of partnerships between the patient, family, and clinicians.
(a) Financial advisors

(b) Clinicians

(c) Front office staff

(d) Back office staff

(e) Information system staff

Question 86. Many managers, however, pay little or no attention to the quality of the evidence they rely on to make decisions As a result management decisions are often based on so-called ” _____ ” and success stories of famous CEOs.

(a) Affordable practice

(b) Worst practice

(c) Best practice

(d) Outdated practice

(e) All of the above

Question 88. To understand coordination at the macro level, healthcare managers first have to address the needs for ______ among organization units.

(a) Differentiation

(b) Interdependence

(c) Integration

(d) Specialization

Question 89. Progressive external developments can provide _____ for change internally. One example is the emergence of new technologies offering benefits of better, safer and less expensive healthcare. Other examples include the availability of new funds and grants to support change.

(a) Limits

(b) Disappointment

(c) Encouragement

(d) Roadblocks

(e) All of the above

Question 90. Many healthcare project managers use ______ as a key analysis tool map out the project processes.

(a) Flow mapping

(b) Flow charting

(c) Flow setting

(d) Flow processing

(e) All of the above