WGU C429 Questions and Answers
Already Passed
Community hospital ✔✔A short-stay general or specialty (e.g., women's, children's, eye,
orthopedic) hospital, excluding those owned by the federal government
Well-Managed Healthcare Organization ✔✔The _________________________________
describes how excellence is achieved by large HCOs. It identifies the essential functions, their
organization, and the measures that document their performance.
vertical integration ✔✔Large HCOs and healthcare systems have a very different vision, called
vertical integration ✔✔The affiliation of organizations that provide different kinds of service, such
as hospital care, ambulatory care, long-term care, and social services
Horizontal integration ✔✔Integration of organizations that provide the same kind of service, such
as two hospitals or two clinics
cultural
operational
strategic ✔✔excellence has three major foundations:
Cultural ✔✔a commitment to values that attract the respect and support of stakeholders as
individuals;
Operational ✔✔a system that seeks out, evaluates, and implements opportunities to improve
stakeholder returns
,Strategic ✔✔a system that deliberately monitors the long-term relationship between stakeholders
and responds to changing needs.
vision ✔✔The mission is supplemented with a shared ___________, an idealistic goal such as
universal healthcare. Evidence from other industrial sectors suggests that BHAGs—big, hairy,
aggressive, goals—challenge associates and lead to better overall performance.
mission ✔✔HCOs state that their _________ is the central purpose of stakeholder collaboration
values ✔✔The mission and vision are, in turn, supplemented by commitment to ____________
shared rules of conduct. __________ reflect the humanistic consensus of American thought:
respect for all, compassion, honesty, trust, stewardship, and improvement
mission ✔✔A statement of purpose—the good or benefit the HCO intends to contribute—couched
in terms of an identified community, a set of services, and a specific level of cost or finance
vision ✔✔An expansion of the mission that expresses intentions, philosophy, and organizational
self-image
values ✔✔An expansion of the mission that expresses basic rules of acceptable conduct, such as
respect for human dignity or acceptance of equality
empowerment ✔✔The ability of an associate to control his or her work situation in ways consistent
with the mission
Protocols ✔✔Agreed-on procedures for each task in the care process
Procedures or processes ✔✔Actions or steps that transform inputs to outputs
, Agency or accountability ✔✔The notion that the organization can rely on an individual or team to
fulfill a specific, prearranged expectation
Service excellence ✔✔Associates anticipate and meet or exceed customer needs and expectations
on the basis of the mission and values
Evidence-based management ✔✔Relies heavily on formal process specification and performance
measurement
Patient care protocols or guidelines ✔✔Formally established expectations that define the normal
steps or processes in the care of a clinically related group of patients at a specific institution
Functional protocols ✔✔These determine how functional elements of care are carried out
Boundary spanning ✔✔establishing and maintaining effective relationships with all stakeholders,
and adapting the HCO to the needs of its community
Knowledge management ✔✔maintaining a detailed fact base about the organization, including
performance measures, benchmarks, and work processes, and making that fact base accessible to
associates through training and communication
Accountability and organizational design ✔✔identifying and integrating the contribution and
goals of each HCO component
Continuous improvement ✔✔continually analyzing and improving all work processes, following
a systematic cycle of measurement, opportunity identification, analysis, trial, goal setting, and
training for implementation
data warehouse ✔✔Knowledge management is sometimes called the _____________________
or the source of truth for the organization
Already Passed
Community hospital ✔✔A short-stay general or specialty (e.g., women's, children's, eye,
orthopedic) hospital, excluding those owned by the federal government
Well-Managed Healthcare Organization ✔✔The _________________________________
describes how excellence is achieved by large HCOs. It identifies the essential functions, their
organization, and the measures that document their performance.
vertical integration ✔✔Large HCOs and healthcare systems have a very different vision, called
vertical integration ✔✔The affiliation of organizations that provide different kinds of service, such
as hospital care, ambulatory care, long-term care, and social services
Horizontal integration ✔✔Integration of organizations that provide the same kind of service, such
as two hospitals or two clinics
cultural
operational
strategic ✔✔excellence has three major foundations:
Cultural ✔✔a commitment to values that attract the respect and support of stakeholders as
individuals;
Operational ✔✔a system that seeks out, evaluates, and implements opportunities to improve
stakeholder returns
,Strategic ✔✔a system that deliberately monitors the long-term relationship between stakeholders
and responds to changing needs.
vision ✔✔The mission is supplemented with a shared ___________, an idealistic goal such as
universal healthcare. Evidence from other industrial sectors suggests that BHAGs—big, hairy,
aggressive, goals—challenge associates and lead to better overall performance.
mission ✔✔HCOs state that their _________ is the central purpose of stakeholder collaboration
values ✔✔The mission and vision are, in turn, supplemented by commitment to ____________
shared rules of conduct. __________ reflect the humanistic consensus of American thought:
respect for all, compassion, honesty, trust, stewardship, and improvement
mission ✔✔A statement of purpose—the good or benefit the HCO intends to contribute—couched
in terms of an identified community, a set of services, and a specific level of cost or finance
vision ✔✔An expansion of the mission that expresses intentions, philosophy, and organizational
self-image
values ✔✔An expansion of the mission that expresses basic rules of acceptable conduct, such as
respect for human dignity or acceptance of equality
empowerment ✔✔The ability of an associate to control his or her work situation in ways consistent
with the mission
Protocols ✔✔Agreed-on procedures for each task in the care process
Procedures or processes ✔✔Actions or steps that transform inputs to outputs
, Agency or accountability ✔✔The notion that the organization can rely on an individual or team to
fulfill a specific, prearranged expectation
Service excellence ✔✔Associates anticipate and meet or exceed customer needs and expectations
on the basis of the mission and values
Evidence-based management ✔✔Relies heavily on formal process specification and performance
measurement
Patient care protocols or guidelines ✔✔Formally established expectations that define the normal
steps or processes in the care of a clinically related group of patients at a specific institution
Functional protocols ✔✔These determine how functional elements of care are carried out
Boundary spanning ✔✔establishing and maintaining effective relationships with all stakeholders,
and adapting the HCO to the needs of its community
Knowledge management ✔✔maintaining a detailed fact base about the organization, including
performance measures, benchmarks, and work processes, and making that fact base accessible to
associates through training and communication
Accountability and organizational design ✔✔identifying and integrating the contribution and
goals of each HCO component
Continuous improvement ✔✔continually analyzing and improving all work processes, following
a systematic cycle of measurement, opportunity identification, analysis, trial, goal setting, and
training for implementation
data warehouse ✔✔Knowledge management is sometimes called the _____________________
or the source of truth for the organization
