IAHSS BASIC TRAINING FOR HEALTHCARE
SECURITY OFFICERS
Which of the following is NOT one of the classifications of healthcare
organizations?
A. Proprietary or for-profit
B. Not for-profit
C. Government-supported
D. Individual healthcare
D. INDIVIDUAL HEALTHCARE is NOT one of the classifications of healthcare
organizations.
Which of the following is NOT a risk issue for healthcare?
A. Drugs are used and stored in the facility
B. Mostly female staff
C. High percentage of technical and professional staff
D. Publicly accessible and many doors must remain open
C. HIGH PERCENTAGE OF TECHNICAL AND PROFESSIONAL STAFF is NOT a risk
issue for healthcare.
Which of the following is usually at the top of the organizational chart?
A. Board of directors
B. Department leaders
C. Assistant Administrators
D. Vice Presidents
A. BOARD OF DIRECTORS is usually at the top of the organizational chart.
Which of the following statements best describes employees?
A. Medical staff contracted by the facility
B. All staff directly employed by the facility
C. Volunteers who donate their time
D. Contracted persons
B. ALL STAFF EMPLOYED DIRECTLY BY THE FACILITY best describes employees.
Security uses senior management's endorsement to build what kind of a
program?
A. Strong and effective
B. A program that works in a small part of the facility
C. Generally effective
D. Strong and simple
A. Security uses senior management's endorsement to build a STRONG AND
EFFECTIVE program.
How should friendships and inter-personal relationships between security
officers and staff members from other departments be treated?
A. Discouraged
B. Encouraged
C. Encouraged, but monitored
D. Encouraged, but security staff educated about ethics and avoiding favoritism
,D. Friendships and inter-personal relationships between security officers and staff
members from other departments should be ENCOURAGED, BUT SECURITY STAFF
EDUCATED ABOUT ETHICS AND AVOIDING FAVORITISM.
Which of the following allows a department to assess its cost-effectiveness
within an organization?
A. Crime analysis
B. Risk assessment
C. Benchmarking
D. Evaluation surveys
C. BENCHMARKING allows a department to assess its cost-effectiveness within an
organization.
What must the primary overriding concern of any security department be?
A. Its image
B. The safety and well-being of anyone in the facility.
C. The goals and mission of the entity employing the security services
D. Cost-effectiveness
B. The safety and well-being of anyone in the facility must the primary overriding
concern of any security department .
Which of the following are skills a security professional should have and use at
all times?
A. Good observation skills
B. Good communications skills
C. Tolerance
D. All of the Above
D. ALL OF THE ABOVE: A security professional should have and use GOOD
OBSERVATION SKILLS, GOOD COMMUNICATIONS SKILLS AND TOLERANCE at all
times.
Why are vendors potentially a high security risk to a healthcare facility?
A. Vendors often have access to sensitive areas yet staff of the healthcare
organization may know very little about vendors' backgrounds
B. Vendors typically drive large vehicles that can conceal large amounts of stolen
property or contraband.
C. Competing vendors may clash at a facility
D. Vendors may be bringing in high-demand products that could be targeted for
theft.
A. Vendors are potentially a high security risk to a healthcare facility because
VENDORS OFTEN HAVE ACCESS TO SENSITIVE AREAS YET STAFF OF THE
HEALTHCARE ORGANIZATION MAY KNOW VERY LITTLE ABOUT VENDORS'
BACKGROUNDS.
In the patient- and family-centered care philosophy, who determines which
individuals are part of the patient's family?
A. Patient's parents or legal guardians
,B. Nursing staff
C. Attending physician
D. The patient, provided he or she is developmentally mature and competent to
do so.
D. In the patient- and family-centered care philosophy, THE PATIENT, determines
which individuals are part of the patient's family, PROVIDED HE OR SHE IS
DEVELOPMENTALLY MATURE AND COMPETENT TO DO SO.
Which of the following is NOT an example of an external customer?
A. Patients
B. Vendors
C. Employees
D. Regulatory agencies
C. EMPLOYEES is not an example of an external customer.
Which of the following does NOT help the security uniform communicate an
appropriate message to the public?
A. Clean uniform
B. Wearing the uniform shirt outside of the trousers
C. Well-cared for uniform
D. Shined footwear
B. WEARING THE UNIFORM SHIRT OUTSIDE OF THE TROUSERS does NOT help
the security uniform communicate an appropriate message to the public.
Which of the following is NOT an example of undesirable behavior and demeanor
in a security officer?
A. Bad attitude
B. Dishonesty
C. Impoliteness
D. Confidence
D. CONFIDENCE is NOT an example of an undesirable behavior and demeanor in a
security officer.
What is the relationship between employees and management sometimes called?
A. Employee relations
B. Confidentiality
C. Family Interaction
D. Tense conversation
A. The relationship between employees and management is sometimes called
EMPLOYEE RELATIONS.
Which of the following may union members NOT do during picketing?
A. Carry signs
B. Protest management decisions
C. Block entrances to the facility
D. Congregate outside the facility
C. Union members may not BLOCK ENTRANCES TO THE FACILITY during picketing.
Which of the following is NOT a true statement about customers' perceptions of
their experience?
A. Interaction is subject to personal interpretation
B. Interaction can only be perceived by the words stated
, C. Interaction is affected by body language
D. Interaction is affected by all of your actions
B. INTERACTION CAN ONLY BE PERCEIVED BY THE WORDS STATED is NOT a
true statement about customer's perception of their experience..
Which of the following is NOT one of the three powerful, personal reasons to
provide great customer service?
A. More job satisfaction
B. Less stress and hassle
C. Trying to impress your supervisor
D. More job success
C. TRYING TO IMPRESS YOUR SUPERVISOR is NOT one of the three powerful,
personal reasons to provide great customer service.
Which of the following describes the main objective of good customer service?
A. To make the customer walk away with a positive feeling
B. To help the customer see that someone tried, even
though the customer's wants were not met
C. To make the customer think that no one cares about the concern raised by the
customer
D. To help the customer walk away with a neutral feeling
A. The main objective of good customer service is TO MAKE THE CUSTOMER WALK
AWAY WITH A POSITIVE FEELING [about the encounter].
Which of the following is the definition of a customer?
A. External paying customer
B. Internal customer
C. Non-paying external customer
D. Anyone with whom you interact
D. A customer is defined as ANYONE WITH WHOM YOU INTERACT.
Which of the following is NOT a common technique to use when providing good
customer service?
A. Acknowledge the customer's needs
B. Use inappropriate body language
C. Provide alternatives
D. Say thank you
B. USING INAPPROPRIATE BODY LANGUAGE is NOT a common technique to use
when providing good customer service.
Which of the following is NOT a true statement?
A. Team building encourages employee involvement in planning, problem
solving, and decision making within the organization.
B. Team building promotes a better understanding of decisions.
SECURITY OFFICERS
Which of the following is NOT one of the classifications of healthcare
organizations?
A. Proprietary or for-profit
B. Not for-profit
C. Government-supported
D. Individual healthcare
D. INDIVIDUAL HEALTHCARE is NOT one of the classifications of healthcare
organizations.
Which of the following is NOT a risk issue for healthcare?
A. Drugs are used and stored in the facility
B. Mostly female staff
C. High percentage of technical and professional staff
D. Publicly accessible and many doors must remain open
C. HIGH PERCENTAGE OF TECHNICAL AND PROFESSIONAL STAFF is NOT a risk
issue for healthcare.
Which of the following is usually at the top of the organizational chart?
A. Board of directors
B. Department leaders
C. Assistant Administrators
D. Vice Presidents
A. BOARD OF DIRECTORS is usually at the top of the organizational chart.
Which of the following statements best describes employees?
A. Medical staff contracted by the facility
B. All staff directly employed by the facility
C. Volunteers who donate their time
D. Contracted persons
B. ALL STAFF EMPLOYED DIRECTLY BY THE FACILITY best describes employees.
Security uses senior management's endorsement to build what kind of a
program?
A. Strong and effective
B. A program that works in a small part of the facility
C. Generally effective
D. Strong and simple
A. Security uses senior management's endorsement to build a STRONG AND
EFFECTIVE program.
How should friendships and inter-personal relationships between security
officers and staff members from other departments be treated?
A. Discouraged
B. Encouraged
C. Encouraged, but monitored
D. Encouraged, but security staff educated about ethics and avoiding favoritism
,D. Friendships and inter-personal relationships between security officers and staff
members from other departments should be ENCOURAGED, BUT SECURITY STAFF
EDUCATED ABOUT ETHICS AND AVOIDING FAVORITISM.
Which of the following allows a department to assess its cost-effectiveness
within an organization?
A. Crime analysis
B. Risk assessment
C. Benchmarking
D. Evaluation surveys
C. BENCHMARKING allows a department to assess its cost-effectiveness within an
organization.
What must the primary overriding concern of any security department be?
A. Its image
B. The safety and well-being of anyone in the facility.
C. The goals and mission of the entity employing the security services
D. Cost-effectiveness
B. The safety and well-being of anyone in the facility must the primary overriding
concern of any security department .
Which of the following are skills a security professional should have and use at
all times?
A. Good observation skills
B. Good communications skills
C. Tolerance
D. All of the Above
D. ALL OF THE ABOVE: A security professional should have and use GOOD
OBSERVATION SKILLS, GOOD COMMUNICATIONS SKILLS AND TOLERANCE at all
times.
Why are vendors potentially a high security risk to a healthcare facility?
A. Vendors often have access to sensitive areas yet staff of the healthcare
organization may know very little about vendors' backgrounds
B. Vendors typically drive large vehicles that can conceal large amounts of stolen
property or contraband.
C. Competing vendors may clash at a facility
D. Vendors may be bringing in high-demand products that could be targeted for
theft.
A. Vendors are potentially a high security risk to a healthcare facility because
VENDORS OFTEN HAVE ACCESS TO SENSITIVE AREAS YET STAFF OF THE
HEALTHCARE ORGANIZATION MAY KNOW VERY LITTLE ABOUT VENDORS'
BACKGROUNDS.
In the patient- and family-centered care philosophy, who determines which
individuals are part of the patient's family?
A. Patient's parents or legal guardians
,B. Nursing staff
C. Attending physician
D. The patient, provided he or she is developmentally mature and competent to
do so.
D. In the patient- and family-centered care philosophy, THE PATIENT, determines
which individuals are part of the patient's family, PROVIDED HE OR SHE IS
DEVELOPMENTALLY MATURE AND COMPETENT TO DO SO.
Which of the following is NOT an example of an external customer?
A. Patients
B. Vendors
C. Employees
D. Regulatory agencies
C. EMPLOYEES is not an example of an external customer.
Which of the following does NOT help the security uniform communicate an
appropriate message to the public?
A. Clean uniform
B. Wearing the uniform shirt outside of the trousers
C. Well-cared for uniform
D. Shined footwear
B. WEARING THE UNIFORM SHIRT OUTSIDE OF THE TROUSERS does NOT help
the security uniform communicate an appropriate message to the public.
Which of the following is NOT an example of undesirable behavior and demeanor
in a security officer?
A. Bad attitude
B. Dishonesty
C. Impoliteness
D. Confidence
D. CONFIDENCE is NOT an example of an undesirable behavior and demeanor in a
security officer.
What is the relationship between employees and management sometimes called?
A. Employee relations
B. Confidentiality
C. Family Interaction
D. Tense conversation
A. The relationship between employees and management is sometimes called
EMPLOYEE RELATIONS.
Which of the following may union members NOT do during picketing?
A. Carry signs
B. Protest management decisions
C. Block entrances to the facility
D. Congregate outside the facility
C. Union members may not BLOCK ENTRANCES TO THE FACILITY during picketing.
Which of the following is NOT a true statement about customers' perceptions of
their experience?
A. Interaction is subject to personal interpretation
B. Interaction can only be perceived by the words stated
, C. Interaction is affected by body language
D. Interaction is affected by all of your actions
B. INTERACTION CAN ONLY BE PERCEIVED BY THE WORDS STATED is NOT a
true statement about customer's perception of their experience..
Which of the following is NOT one of the three powerful, personal reasons to
provide great customer service?
A. More job satisfaction
B. Less stress and hassle
C. Trying to impress your supervisor
D. More job success
C. TRYING TO IMPRESS YOUR SUPERVISOR is NOT one of the three powerful,
personal reasons to provide great customer service.
Which of the following describes the main objective of good customer service?
A. To make the customer walk away with a positive feeling
B. To help the customer see that someone tried, even
though the customer's wants were not met
C. To make the customer think that no one cares about the concern raised by the
customer
D. To help the customer walk away with a neutral feeling
A. The main objective of good customer service is TO MAKE THE CUSTOMER WALK
AWAY WITH A POSITIVE FEELING [about the encounter].
Which of the following is the definition of a customer?
A. External paying customer
B. Internal customer
C. Non-paying external customer
D. Anyone with whom you interact
D. A customer is defined as ANYONE WITH WHOM YOU INTERACT.
Which of the following is NOT a common technique to use when providing good
customer service?
A. Acknowledge the customer's needs
B. Use inappropriate body language
C. Provide alternatives
D. Say thank you
B. USING INAPPROPRIATE BODY LANGUAGE is NOT a common technique to use
when providing good customer service.
Which of the following is NOT a true statement?
A. Team building encourages employee involvement in planning, problem
solving, and decision making within the organization.
B. Team building promotes a better understanding of decisions.
