The Healthcare Quality Handbook
Janet A. Brown
2011/2012 (26th
Edition)
CH I: HEALTHCARE QUALITY CONCEPTS
1. The "appropriateness" of care is:
A. Primarily a focus of utilization management.
B. A key dimension of quality care.
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.
3. 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.
4. 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. Effectiveness and respect/caring.
D. Continuity and competency.
5. Which of the following key healthcare issues is more problematic for ambulatory care
than for inpatient care?
A. Reimbursement for care.
B. Access to specialty care.
C. Appropriateness of treatment setting.
D. Quality of care provided.
6. Incorporating Total Quality Management (TQM) key concepts, compartmentalization of
QM/QI activities by organizational structure, i.e., by department or discipline, is
A. A weakness in implementing quality improvement.
B. The most efficient structure.
C. Consistent with TQM philosophy.
D. Important for preservation of medical staff autonomy.
,7. 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 a product.
D. There are more service delays than product delays.
8. The quality professional can best facilitate the development of a "quality culture" in the
organization by
A. Assessing the organization's readiness to commit to change.
B. Preparing a long-range plan for cultural transformation.
C. Encouraging leaders to commit to a culture of excellence.
D. Leading the cultural transformation redesign team.
9. 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.
10.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. Newly diagnosed hypertensive patients are controlled within 6 months.
11.The Quality Management Cycle, based on Juran's Quality Trilogy (quality planning,
quality control, quality improvement)
A. Excludes the lab's activities to monitor equipment.
B. Requires a departmentalized approach to quality management.
C. Encompasses only the nonclinical aspects of QM.
D. Incorporates information from strategic planning.
12.The perception of quality by a patient receiving care in an ambulatory health care
center is influenced most by
A. The physical environment.
B. Caring staff and physician.
C. New technology.
D. The physician's technical competence.
13.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.
,14. Outside the United States, most industrialized nations offer which type of healthcare
insurance?
A. Universal coverage.
B. Employer-based coverage.
C. Managed care.
D. Managed competition.
15.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.
16.A potential conflict between the philosophy of total quality management and quality
improvement in healthcare is the challenge in Deming's Principles to
A. Eliminate numerical goals for management.
B. Cease dependence on inspection.
C. Constantly improve every process.
D. Break down barriers between staff areas/departments.
17.The most basic components of managed care include all except
A. Prepaid financing.
B. Comprehensive services at multiple levels and settings.
C. Controlled access to services.
D. Broad choice of providers.
18.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.
19.In order to build a patient-centered culture, the quality professional knows:
A. The main requirement is patient commitment.
B. A mandate for staff involvement is required.
C. Comprehensive culture change is required.
D. Access to information is most important.
20.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.
, 21.Monitoring the specific organization and content requirements of a medical record
system is a review of which focus?
A. Outcome of care.
B. Process of care.
C. Structure of care.
D. Administration of care.
22.The major difference between traditional "quality assurance" activities and the
expanded quality improvement/ performance improvement activities is the QI/PI
focus on
A. People and competency.
B. Analysis of data.
C. Performance measures.
D. Systems and processes.
23.Monitoring phlebitis associated with IV insertions by nurses in the Surgical
Intensive Care Unit addresses which focus?
A. Outcome of care.
B. Process of care.
C. Structure of care.
D. Administrative procedure.
24.The centerpiece of "outcomes management" in healthcare is
A. Patient functionality and quality of life.
B. Morbidity and mortality.
C. Data reliability.
D. Financial impact.
25."Common causes" of problems in processes refer to
A. One-time situations.
B. Temporary situations.
C. Acute situations.
D. Chronic situations.
26.Review of the timeliness of high risk screening for diabetes addresses which focus?
A. Outcome of care.
B. Process of care.
C. Structure of care.
D. Administrative procedure.
27.The concept of risk management in U.S. healthcare [Not for CPHQ Exam]
A. Began in 1965 as a consequence of Medicare/Medicaid legislation.
B. Is in conflict with the goals of a seamless continuum of care and utilization management.
C. Permits an organization to ignore threats associated with increased corporate liability.
D. Developed as a result of increased physician malpractice liability costs.
Janet A. Brown
2011/2012 (26th
Edition)
CH I: HEALTHCARE QUALITY CONCEPTS
1. The "appropriateness" of care is:
A. Primarily a focus of utilization management.
B. A key dimension of quality care.
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.
3. 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.
4. 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. Effectiveness and respect/caring.
D. Continuity and competency.
5. Which of the following key healthcare issues is more problematic for ambulatory care
than for inpatient care?
A. Reimbursement for care.
B. Access to specialty care.
C. Appropriateness of treatment setting.
D. Quality of care provided.
6. Incorporating Total Quality Management (TQM) key concepts, compartmentalization of
QM/QI activities by organizational structure, i.e., by department or discipline, is
A. A weakness in implementing quality improvement.
B. The most efficient structure.
C. Consistent with TQM philosophy.
D. Important for preservation of medical staff autonomy.
,7. 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 a product.
D. There are more service delays than product delays.
8. The quality professional can best facilitate the development of a "quality culture" in the
organization by
A. Assessing the organization's readiness to commit to change.
B. Preparing a long-range plan for cultural transformation.
C. Encouraging leaders to commit to a culture of excellence.
D. Leading the cultural transformation redesign team.
9. 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.
10.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. Newly diagnosed hypertensive patients are controlled within 6 months.
11.The Quality Management Cycle, based on Juran's Quality Trilogy (quality planning,
quality control, quality improvement)
A. Excludes the lab's activities to monitor equipment.
B. Requires a departmentalized approach to quality management.
C. Encompasses only the nonclinical aspects of QM.
D. Incorporates information from strategic planning.
12.The perception of quality by a patient receiving care in an ambulatory health care
center is influenced most by
A. The physical environment.
B. Caring staff and physician.
C. New technology.
D. The physician's technical competence.
13.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.
,14. Outside the United States, most industrialized nations offer which type of healthcare
insurance?
A. Universal coverage.
B. Employer-based coverage.
C. Managed care.
D. Managed competition.
15.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.
16.A potential conflict between the philosophy of total quality management and quality
improvement in healthcare is the challenge in Deming's Principles to
A. Eliminate numerical goals for management.
B. Cease dependence on inspection.
C. Constantly improve every process.
D. Break down barriers between staff areas/departments.
17.The most basic components of managed care include all except
A. Prepaid financing.
B. Comprehensive services at multiple levels and settings.
C. Controlled access to services.
D. Broad choice of providers.
18.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.
19.In order to build a patient-centered culture, the quality professional knows:
A. The main requirement is patient commitment.
B. A mandate for staff involvement is required.
C. Comprehensive culture change is required.
D. Access to information is most important.
20.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.
, 21.Monitoring the specific organization and content requirements of a medical record
system is a review of which focus?
A. Outcome of care.
B. Process of care.
C. Structure of care.
D. Administration of care.
22.The major difference between traditional "quality assurance" activities and the
expanded quality improvement/ performance improvement activities is the QI/PI
focus on
A. People and competency.
B. Analysis of data.
C. Performance measures.
D. Systems and processes.
23.Monitoring phlebitis associated with IV insertions by nurses in the Surgical
Intensive Care Unit addresses which focus?
A. Outcome of care.
B. Process of care.
C. Structure of care.
D. Administrative procedure.
24.The centerpiece of "outcomes management" in healthcare is
A. Patient functionality and quality of life.
B. Morbidity and mortality.
C. Data reliability.
D. Financial impact.
25."Common causes" of problems in processes refer to
A. One-time situations.
B. Temporary situations.
C. Acute situations.
D. Chronic situations.
26.Review of the timeliness of high risk screening for diabetes addresses which focus?
A. Outcome of care.
B. Process of care.
C. Structure of care.
D. Administrative procedure.
27.The concept of risk management in U.S. healthcare [Not for CPHQ Exam]
A. Began in 1965 as a consequence of Medicare/Medicaid legislation.
B. Is in conflict with the goals of a seamless continuum of care and utilization management.
C. Permits an organization to ignore threats associated with increased corporate liability.
D. Developed as a result of increased physician malpractice liability costs.
