IAHSS Advanced Exam Study Guide Questions And
Answers Verified 100% Correct
Tools for measuring Customer Experiences - ANSWER Paper or telephone surveys;
focus groups; performance improvement strategies; bench-marking; comment cards;
service standards; annual evaluation's; and investigations.
What does the phrase have a heart mean? - ANSWER 1-Be Honest,
2-empathic,
3-appreciative, 4-
respectful, and 5-tolerant.
Maintaining a good attitude - ANSWER Remind yourself of the correlation between
maintaining a positive attitude and taking time for yourself.
Steps in reducing Stress - ANSWER Enhance your coping skills, take steps to minimize
the stress of shift work and sleep deprivation, take periodic breaks to put things into
perspective, learn to use positive self-talk to improve your attitude, participate in team
building activities, and show concern for co-workers.
Healthcare facilities that provide ________ customer service motivate customers to tell
others about these organizations. - ANSWER Excellent
Process improvements in customer service can be measured how? - ANSWER
Surveys, monitoring performance, bench-marking, and service standards.
_____ can be an excellent way to measure customer service and improve performance
- ANSWER Feedback
Communication is __________ - ANSWER 93 percent body language, and 7 percent
words.
_________ is an element in improving customer service. - ANSWER Identifying
customers, attitude, communication, and training
Premise Liability - ANSWER Premise Liability refers to the legal responsibility a
property owner or organization owes to persons or individuals on the property. Property
owners have a legal duty to maintain the property in a reasonably safe condition.
What are the four elements of negligence - ANSWER 1. Legal duty
2. Breech of duty
,3. Proximate Cause 4. Damages or injury.
Legal Duty - ANSWER Did the property owner have a legal obligation to the claimant?
Breech of Duty - ANSWER Did the owner fail to take reasonable measures to protect
persons on the property?
Proximate Cause - ANSWER Did the failure to provide the duty cause harm?
Damages or Injury - ANSWER Were the damages or injury foreseeable or apparent?
Slips and Falls - ANSWER Slips and falls are the major source of premise liability
cases.
Other Unsafe Conditions - ANSWER Roof access portals and hazardous storage
areas; Construction areas; Window Washers Overhead;
What are 3 approaches to correcting security risks? - ANSWER 1. Attention to
environmental design
2. Attention to the appearance of the property 3. Attention to access controls.
Environmental Design - ANSWER Crime prevention through environmental design
(CPTED) principals promote clear lines of sight. They aim to create a perception of
safety and to make would be criminals feel they would be seen and detected when
trying to commit a crime.
Property's Appearance - ANSWER "Broken windows" theory holds that signs of a crime
or neglect in an area such as graffiti or broken windows, create the impression that no
one cares about the area or is watching the property. The appearance attracts more
criminal activity to the area, starting a vicious crime cycle.
Access Control - ANSWER Facility and building access controls are also key in
minimizing security risks. Be diligent in looking for doors left open, breached fence lines,
defective locking hardware, and doors that do not shut 5 or lock the property.
Crime Risks on the Campus - ANSWER Activities conducted on the campus can also
lead to dangerous activities associated with crime Some examples:
Cash, drugs, and victims.
Which legal test takes into account neighborhood crime rates, industry standards, and
the owner's experience at other locations? - ANSWER Totality of circumstances.
The major source of premise liability in healthcare is from __ - ANSWER Slips and falls
, Property owners have ___duty to maintain the property in a __ condition. - ANSWER
legal and reasonably safe
Which of the following are elements necessary to establish negligence in a premise
liability case? - ANSWER Duty to the plaintiff, failure to meet the duty, breech of a duty
caused an injury.
Which of the following are examples of risks security officers should identify? -
ANSWER Burned out lights, breached fence lines, slip and fall hazards.
What are 4 methods of patrol - ANSWER Foot, Canine (K9), Bicycle, and motorized.
What are some questions you should ask yourself before you start patrol? - ANSWER
What has happen at the facility since the last tour of duty? What crimes or incidents
have occurred and where? Have any "special orders" been issued that will have an
effect on this shift? Have there been any physical changes to the facility? What areas
are vulnerable? What can be done to enhance the security effort?
Foot Patrol - ANSWER Foot patrol may not reduce crime in communities, but it can
decrease citizen's fear of crime. Foot patrol is the oldest method of patrol.
What are some positive results from foot patrol? - ANSWER Establish a visual baseline
of the status of the campus; Build relationships and rapport with customers; offer a
sense of safety through your physical presence; Be an informational resource and
customer service ambassador; Be positioned to respond to emergency calls.
What are some advantages of foot patrol? - ANSWER Uniformed officers provide
visible crime deterrent; Cab be silent and catch people in the act; efficient method of
patrol in a building when a K9 team cannot be used; highly effective method of patrol in
densely populated areas; easily used in conjunction with another type of patrol, such as
motorized vehicle; increases potential for positive customer relationships; least
expensive method of patrol
What are some disadvantages of foot patrol? - ANSWER Contributes more than any
other method of patrol to excessive socialization( officer neglects duties by lingering too
long in a particular department); officers may be perceived as wasting time or goofing
off because the public cannot tell when one is taking a break or off duty; officers may
congregate, reducing effective security coverage; can be less efficient in exterior areas
when compared with efficiency of other methods of patrol.
When did canine use in healthcare begin to increase? - ANSWER In the 1980's.
Answers Verified 100% Correct
Tools for measuring Customer Experiences - ANSWER Paper or telephone surveys;
focus groups; performance improvement strategies; bench-marking; comment cards;
service standards; annual evaluation's; and investigations.
What does the phrase have a heart mean? - ANSWER 1-Be Honest,
2-empathic,
3-appreciative, 4-
respectful, and 5-tolerant.
Maintaining a good attitude - ANSWER Remind yourself of the correlation between
maintaining a positive attitude and taking time for yourself.
Steps in reducing Stress - ANSWER Enhance your coping skills, take steps to minimize
the stress of shift work and sleep deprivation, take periodic breaks to put things into
perspective, learn to use positive self-talk to improve your attitude, participate in team
building activities, and show concern for co-workers.
Healthcare facilities that provide ________ customer service motivate customers to tell
others about these organizations. - ANSWER Excellent
Process improvements in customer service can be measured how? - ANSWER
Surveys, monitoring performance, bench-marking, and service standards.
_____ can be an excellent way to measure customer service and improve performance
- ANSWER Feedback
Communication is __________ - ANSWER 93 percent body language, and 7 percent
words.
_________ is an element in improving customer service. - ANSWER Identifying
customers, attitude, communication, and training
Premise Liability - ANSWER Premise Liability refers to the legal responsibility a
property owner or organization owes to persons or individuals on the property. Property
owners have a legal duty to maintain the property in a reasonably safe condition.
What are the four elements of negligence - ANSWER 1. Legal duty
2. Breech of duty
,3. Proximate Cause 4. Damages or injury.
Legal Duty - ANSWER Did the property owner have a legal obligation to the claimant?
Breech of Duty - ANSWER Did the owner fail to take reasonable measures to protect
persons on the property?
Proximate Cause - ANSWER Did the failure to provide the duty cause harm?
Damages or Injury - ANSWER Were the damages or injury foreseeable or apparent?
Slips and Falls - ANSWER Slips and falls are the major source of premise liability
cases.
Other Unsafe Conditions - ANSWER Roof access portals and hazardous storage
areas; Construction areas; Window Washers Overhead;
What are 3 approaches to correcting security risks? - ANSWER 1. Attention to
environmental design
2. Attention to the appearance of the property 3. Attention to access controls.
Environmental Design - ANSWER Crime prevention through environmental design
(CPTED) principals promote clear lines of sight. They aim to create a perception of
safety and to make would be criminals feel they would be seen and detected when
trying to commit a crime.
Property's Appearance - ANSWER "Broken windows" theory holds that signs of a crime
or neglect in an area such as graffiti or broken windows, create the impression that no
one cares about the area or is watching the property. The appearance attracts more
criminal activity to the area, starting a vicious crime cycle.
Access Control - ANSWER Facility and building access controls are also key in
minimizing security risks. Be diligent in looking for doors left open, breached fence lines,
defective locking hardware, and doors that do not shut 5 or lock the property.
Crime Risks on the Campus - ANSWER Activities conducted on the campus can also
lead to dangerous activities associated with crime Some examples:
Cash, drugs, and victims.
Which legal test takes into account neighborhood crime rates, industry standards, and
the owner's experience at other locations? - ANSWER Totality of circumstances.
The major source of premise liability in healthcare is from __ - ANSWER Slips and falls
, Property owners have ___duty to maintain the property in a __ condition. - ANSWER
legal and reasonably safe
Which of the following are elements necessary to establish negligence in a premise
liability case? - ANSWER Duty to the plaintiff, failure to meet the duty, breech of a duty
caused an injury.
Which of the following are examples of risks security officers should identify? -
ANSWER Burned out lights, breached fence lines, slip and fall hazards.
What are 4 methods of patrol - ANSWER Foot, Canine (K9), Bicycle, and motorized.
What are some questions you should ask yourself before you start patrol? - ANSWER
What has happen at the facility since the last tour of duty? What crimes or incidents
have occurred and where? Have any "special orders" been issued that will have an
effect on this shift? Have there been any physical changes to the facility? What areas
are vulnerable? What can be done to enhance the security effort?
Foot Patrol - ANSWER Foot patrol may not reduce crime in communities, but it can
decrease citizen's fear of crime. Foot patrol is the oldest method of patrol.
What are some positive results from foot patrol? - ANSWER Establish a visual baseline
of the status of the campus; Build relationships and rapport with customers; offer a
sense of safety through your physical presence; Be an informational resource and
customer service ambassador; Be positioned to respond to emergency calls.
What are some advantages of foot patrol? - ANSWER Uniformed officers provide
visible crime deterrent; Cab be silent and catch people in the act; efficient method of
patrol in a building when a K9 team cannot be used; highly effective method of patrol in
densely populated areas; easily used in conjunction with another type of patrol, such as
motorized vehicle; increases potential for positive customer relationships; least
expensive method of patrol
What are some disadvantages of foot patrol? - ANSWER Contributes more than any
other method of patrol to excessive socialization( officer neglects duties by lingering too
long in a particular department); officers may be perceived as wasting time or goofing
off because the public cannot tell when one is taking a break or off duty; officers may
congregate, reducing effective security coverage; can be less efficient in exterior areas
when compared with efficiency of other methods of patrol.
When did canine use in healthcare begin to increase? - ANSWER In the 1980's.
