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Final (Open book)
Terms in this set (71)
OM Healthcare Mission
To establish a culture of chitinous improvement in the quality, efficacy and safety of patient care across all healthcare organizations.
The management of the conversion process that transforms inputs such as raw labour into outputs in the form of finishes services.
Patient care should be _____ avoiding injuries to patients from the care that is intended to help them.
Patient care should be providing services based on scientific knowledge to all who could benefit, and refraining from providing services to those not likely to benefit.
Patient care should be _____ providing care that is respectful of and responsive to individual patient preferences, needs, and values, and ensuring that patient values guide all clinical decisions.
Patient care should be ____ reducing waits and sometimes harmful delays for both those who receive and those who give care.
Patient care should be ________ avoiding waste, including waste of equipment, supplies, ideas, and energy.
Patient care should be ______ providing care that does not vary in quality because of personal characteristics such as gender, ethnicity, sexual orientation, geographic location, and socio-economic status.
An example of balancing feedback is
Approximately what portion of the US gross domestic product will be consumed by healthcare in 2025.
Operations are what must be done internally in order to deliver value to the customer.
Reinforcing feedback prompts change that builds on itself and amplifies a process.
optimize quality, safety, access, and cost
Systems thinking in healthcare will
All of the above (Timely, Safety, Equitable)
The Institute of Medicine's "Crossing the Quality Chasm" report features which of the following healthcare aims?
Steps to close the gap between care
1. Care based continuous healing relationship
2. Customization based on patient needs and values
3. The patient as the source of control
4. Knowledge and the free flow of information
5. Evidence-based decision making
6. Safety and system property
7. The need for transparency
8. Anticipation of needs
9. Continuous decrease in waste
10. Cooperation amongst clinicians
adding new technology
What was NOT a key strategy for successful healthcare organizations in the past?
making information on safety, evidence-based practice, and patient satisfaction available to patients and their families.
When the Institute of Medicine recommends "transparency" in the healthcare system, it means
Correct coding of procedures and diagnoses
Which strategy is NOT considered part of evidence-based medicine?
Using systems thinking (everything effects everything) is the only way to optimize the healthcare system
Why is it useful for the patient to be at the center of the healthcare microsystem?
to encourage poor providers to leave the system
What is not a goal of pay for performance systems?
identify critical cross organization initiatives that support the strategy map.
Once a strategy map has been constructed, which of the following actions is not critical to the effective use of a balanced scorecard?
bonus payments to high performers and penalties to low performers
What is not a method used in pay for performance?
Reports are received by different managers at different levels
What is the primary problem with using traditional reporting tools to execute strategy?
Are our patient experience scores improving?
From the customer perspective, what is the most important question an organization should ask?
An organization executes strategy by viewing itself from a set of balanced perspectives
What does balance mean in the term "balanced scorecard"?
Guidelines and prompts built into electronic health records
Which of the following is the definition of clinical decision support?
Number of new products introduced
Which of these measures is not used in customer perspective?
effective dissemination and implementation
Which of the following is not a part of evidence-based medicine?
Total Quality Management groups
Which of the following is not a part of evidence-based medicine?
to effectively implement strategy
The primary purpose of the balanced scorecard is
finance, operations, customers, employees
What are the four perspectives used in the balance scorecard?
What is the most important tool used to implement a traditional strategic plan?
Follow up after cardiac surgery
The best example of standard care is
Type II diabetes care
The best example of customer care is
Public reporting of healthcare quality does not measure
The topmost perspective on the standard strategy map is
all of the above (threat to professional autonomy, resistance to change, disagreement over the science underlying guidelines)
Evidence based medicine has not been widely used because of
Clarify and translate vision and strategy
What is not a key feature of the balanced scorecard management system?
Risk adjusting quality measures
Which public reporting strategy is most effective at improving quality?
They show the expected times for the major accomplishments in the project
Why is it important to have project milestones?
It links task in a predecessor relationship
Which of the following is the most important feature of a network diagram?
no project is ever completed exactly as it was initially planned
A change control policy is important because
provide a stacked bar chart to indicate total project length
What is the purpose of a Gantt Chart
show decision points in the process where alternative paths can be followed
A diamond is used in a process map to
examining and evaluating decisions in a structured and logical manner.
In general, a decision tree is used for
Employee engagement survey
Janice keep finding errors in her Medicare billing process. Which root cause tool would not be useful for improving the system?
Identify tasks that are being completed by each individual or department in a process
Swim lane mapping is used to
(all of the above)
*used to understand and optimize a process
*a graphical depiction of a process showing inputs, outputs, and steps
*an integral part of most improvement initiatives, including six sigma, lean, balanced scorecard, root cause analysis, and failure mode and effects analysis
Process mapping is
The "line of visibility" found in a service blueprint separates the front office operations from the back office operations.
determine process boundaries and desired level of detail
Janice has decided she wants to take a more detailed look at her Medicare billing process and asks her team to create a process map. The team's first step would be to
Interaction and Visibility Mapping
Select the answer that is not part of problem solving and decision making mapping techniques utilized in operational management.
outlining the main idea to see connections and patterns
Muriel wants to create a mind map. This is a nonlinear OM technique used to develop thoughts and ideas that involves
The choice of problem solving tool and when to use it is dependent on the type of problem to be solved
Which tool is not part of the analyze phase of a Six Sigma project?
Which of the following tools is not used for Six Sigma projects?
Which of the following tools is based on the idea that 80 percent of quality problems are due to 20 percent of causes
Use of Taguchi methods
Which of the following themes is not a common theme found in successful Six Sigma programs?
define, measure, analyze, improve, control
What is the correct project cycle for Six Sigma project?
A patient enters the MRI scanning suite at 1:00 pm and leaves at 3:30 pm. The MRI test takes 50 minutes. What is the percentage of value added time?
lean and six sigma projects require the use of special software
Which of the following is not a true statement about Lean and Six Sigma?
Tiffany decides that she can improve operations in her department by sorting, labelling, and cleaning the storage area. What lean tool is she using?
Specify value to the patient
Tiffany wants to continue to make improvements in the imaging department and organized a kaizen event. What will be her first step?
For CT scanning the check in process takes 3 minutes, the patient waits for 15 minutes, the patient then moves to the scanner (2 minutes), the scan takes 9 minutes, the patient is moved to the waiting room (2 minutes), and the patient then waits 20 minutes to be picked up. What if the throughput time?
Economic order quantity
What is the theory that provides optimal levels of stock on hand, order levels, and order frequency?
As holding costs increase, the optimal order quantity decreases
Which of the following is true when using the EQQ model?
Bidding strictly on cost
Which of the following is not a current trend in vendor supply chain relationship?
signal a need to order when one bin is empty
The two-bin system is used to
Having a variety of clinical devices available for physicians
Which of the following goals is not part of inventory management?
John is forecasting daily demand for laundry in the emergency department. He has very limited historical data. What forecasting method should he use?
What is the next number in this forecasting series: 2.5, 4.5, 6.5, 8.5, 10.5, 12.5, 14.5, 16.5?
Divide inventory into three categories based on cost and then focus management on the most costly group
The ABC classification system is used in inventory management to
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