WGU Healthcare Operations Management (C429) -
PreAssessment
The support staff of a large urgent care facility sees no career advancement opportunities within the
organization. The organization knows it must identify other ways to increase job satisfaction or there will
be high employee turnover.
Which action can improve job satisfaction in this scenario?
-Starting recognition programs
-Conducting employee surveys
-Providing autocratic leadership
-Increasing horizontal communication Correct Answer: Starting recognition programs
A hospital's governing board of trustees has asked a hospital administrator to find a solution to
numerous compliance issues that have ultimately affected the hospital's performance.
Which initial action should the hospital take to address these compliance issues?
-Promoting service excellence
-Developing a corrective action plan
-Encouraging autocratic leadership
-Implementing an employee recognition program Correct Answer: Developing a corrective action plan
The former chief administrator of a health and wellness center is reassigned after the staff lost trust in
leadership due to lack of visibility.
How can the new chief administrator correct this problem?
-By rounding with the staff
-By holding meetings with leadership
-By implementing a non-monetary employee recognition program
-By surveying the employees to determine unresolved problems Correct Answer: By rounding with the
staff
A hospital emergency room (ER) has had frequent turnover in nursing positions, which has caused
increased wait times. The hospital must use new strategies to reduce employee turnover and decrease
wait times.
Which leadership strategy should be used?
-Increasing patient to nurse ratios in the emergency room
,-Expanding the triage area space with an additional triage RN
-Empowering human resources to hire from outside the organization
-Empowering nurses to use holding areas for patients being admitted Correct Answer: Empowering
nurses to use holding areas for patients being admitted
A large healthcare system is currently implementing an initiative to reduce catheter-associated
infections for its inpatients—not only for patient safety, but also as a strategy to ensure the organization
is not penalized in its reimbursements.
Which two practices will assist in the implementation of this initiative?
Choose 2 answers
-Engaging front line employees' feedback on current practices
-Submitting a request for proposal (RFP) for a new catheter vendor
-Evaluating previous financial impact to determine potential penalties
-Providing mandatory training to help employees implement the protocols Correct Answer: Engaging
front line employees' feedback on current practices
Providing mandatory training to help employees implement the protocols
A hospital leadership team is about to start its hospital-wide implementation of a Hospital Consumer
Assessment of Healthcare Providers and Systems program and has discussed best practices that should
be implemented based on a recent leadership seminar the team attended on the subject.
Which strategy should be used to ensure successful implementation of the program?
-Engaging with all stakeholders
-Providing an informative web page
-Educating volunteers on guidelines
-Reviewing reports of similar facilities Correct Answer: Engaging with all stakeholders
A well-established medical chain has discovered that infighting is taking place between its high-level
leaders over boundaries and responsibilities. The chief executive officer (CEO) wishes to resolve the in-
fighting.
Which conflict resolution method should the CEO use to resolve this issue?
-Forcing
-Win-win
-Compromise
-Accommodation Correct Answer: Win-win
, A large healthcare organization is struggling and has decided it wishes to be a more innovative company.
It decides to reorganize its structure to support this initiative.
Which type of organizational structure will enhance creativity among its workers and managers?
-Pyramid
-Flattened
-Functional
-Geographical Correct Answer: Flattened
The chief financial officer (CFO) of a hospital has received a HIPAA audit that has identified deficiencies
in the medical/surgical nursing unit.
Which strategy should the CFO and nursing director use to ensure that the department is compliant with
HIPAA?
-Provide HIPAA pamphlets to patients and their families
-Ensure HIPAA consent forms are readily available
-Have the staff read the policy for HIPAA on the unit
-Conduct HIPAA training and testing for competency Correct Answer: Conduct HIPAA training and
testing for competency
A low-performing physician's office has struggled with new patient enrollment and is trying to increase
its revenue. The physician is concerned about non-compliance with the Stark Law.
Which action is of concern?
-Releasing patient records to the family
-Submitting claims for non-provided services
-Receiving a finder's fee for Medicare referrals
-Turning away a laboring patient for non-insurance Correct Answer: Receiving a finder's fee for
Medicare referrals
A large metropolitan hospital has implemented strategic measures including improvement of overall
patient experience and survey scores. Leadership is seeking a measurement of the overall initiative.
What will measure success or failure?
-Hospital implementation of an electronic survey system
-A patient satisfaction survey of hospitals in the local area
-The American College of Emergency Physicians' satisfaction survey
-The Hospital Consumer Assessment of Healthcare Providers and Systems survey Correct Answer: The
Hospital Consumer Assessment of Healthcare Providers and Systems survey
PreAssessment
The support staff of a large urgent care facility sees no career advancement opportunities within the
organization. The organization knows it must identify other ways to increase job satisfaction or there will
be high employee turnover.
Which action can improve job satisfaction in this scenario?
-Starting recognition programs
-Conducting employee surveys
-Providing autocratic leadership
-Increasing horizontal communication Correct Answer: Starting recognition programs
A hospital's governing board of trustees has asked a hospital administrator to find a solution to
numerous compliance issues that have ultimately affected the hospital's performance.
Which initial action should the hospital take to address these compliance issues?
-Promoting service excellence
-Developing a corrective action plan
-Encouraging autocratic leadership
-Implementing an employee recognition program Correct Answer: Developing a corrective action plan
The former chief administrator of a health and wellness center is reassigned after the staff lost trust in
leadership due to lack of visibility.
How can the new chief administrator correct this problem?
-By rounding with the staff
-By holding meetings with leadership
-By implementing a non-monetary employee recognition program
-By surveying the employees to determine unresolved problems Correct Answer: By rounding with the
staff
A hospital emergency room (ER) has had frequent turnover in nursing positions, which has caused
increased wait times. The hospital must use new strategies to reduce employee turnover and decrease
wait times.
Which leadership strategy should be used?
-Increasing patient to nurse ratios in the emergency room
,-Expanding the triage area space with an additional triage RN
-Empowering human resources to hire from outside the organization
-Empowering nurses to use holding areas for patients being admitted Correct Answer: Empowering
nurses to use holding areas for patients being admitted
A large healthcare system is currently implementing an initiative to reduce catheter-associated
infections for its inpatients—not only for patient safety, but also as a strategy to ensure the organization
is not penalized in its reimbursements.
Which two practices will assist in the implementation of this initiative?
Choose 2 answers
-Engaging front line employees' feedback on current practices
-Submitting a request for proposal (RFP) for a new catheter vendor
-Evaluating previous financial impact to determine potential penalties
-Providing mandatory training to help employees implement the protocols Correct Answer: Engaging
front line employees' feedback on current practices
Providing mandatory training to help employees implement the protocols
A hospital leadership team is about to start its hospital-wide implementation of a Hospital Consumer
Assessment of Healthcare Providers and Systems program and has discussed best practices that should
be implemented based on a recent leadership seminar the team attended on the subject.
Which strategy should be used to ensure successful implementation of the program?
-Engaging with all stakeholders
-Providing an informative web page
-Educating volunteers on guidelines
-Reviewing reports of similar facilities Correct Answer: Engaging with all stakeholders
A well-established medical chain has discovered that infighting is taking place between its high-level
leaders over boundaries and responsibilities. The chief executive officer (CEO) wishes to resolve the in-
fighting.
Which conflict resolution method should the CEO use to resolve this issue?
-Forcing
-Win-win
-Compromise
-Accommodation Correct Answer: Win-win
, A large healthcare organization is struggling and has decided it wishes to be a more innovative company.
It decides to reorganize its structure to support this initiative.
Which type of organizational structure will enhance creativity among its workers and managers?
-Pyramid
-Flattened
-Functional
-Geographical Correct Answer: Flattened
The chief financial officer (CFO) of a hospital has received a HIPAA audit that has identified deficiencies
in the medical/surgical nursing unit.
Which strategy should the CFO and nursing director use to ensure that the department is compliant with
HIPAA?
-Provide HIPAA pamphlets to patients and their families
-Ensure HIPAA consent forms are readily available
-Have the staff read the policy for HIPAA on the unit
-Conduct HIPAA training and testing for competency Correct Answer: Conduct HIPAA training and
testing for competency
A low-performing physician's office has struggled with new patient enrollment and is trying to increase
its revenue. The physician is concerned about non-compliance with the Stark Law.
Which action is of concern?
-Releasing patient records to the family
-Submitting claims for non-provided services
-Receiving a finder's fee for Medicare referrals
-Turning away a laboring patient for non-insurance Correct Answer: Receiving a finder's fee for
Medicare referrals
A large metropolitan hospital has implemented strategic measures including improvement of overall
patient experience and survey scores. Leadership is seeking a measurement of the overall initiative.
What will measure success or failure?
-Hospital implementation of an electronic survey system
-A patient satisfaction survey of hospitals in the local area
-The American College of Emergency Physicians' satisfaction survey
-The Hospital Consumer Assessment of Healthcare Providers and Systems survey Correct Answer: The
Hospital Consumer Assessment of Healthcare Providers and Systems survey
