WGU (C429) Healthcare Operations
Management – Preassessment
Questions and Answers Already Passed
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 ✔✔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 ✔✔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 ✔✔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 ✔✔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 ✔✔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 ✔✔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
Management – Preassessment
Questions and Answers Already Passed
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 ✔✔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 ✔✔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 ✔✔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 ✔✔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 ✔✔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 ✔✔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
