Partnership & Advocacy
What is the difference between sympathy and empathy?
What is sympathy means sharing the feelings of another and empathy means having the capacity to imagine the feelings of another that you do not share in the moment.
What is the mean?
DMAIC, the rigorous approach to identifying and implementing solutions, belongs to which continuous improvement family?
What is Six Sigma?
These are the three aims in the IHI Triple Aim.
What are: improve PX, improve population health, decrease per capita cost of healthcare?
These are the four core concepts of Patient & Family-Centered Care?
What is Respect and Dignity, Information, Participation, Collaboration?
The 50th percentile describes which measure of central tendency?
What is the median?
Lindsy shadowing nurses in the EC as they work is an example of what process improvement tool?
What is Gemba?
What type of correlation is present between employee engagement and healthcare quality?
What is a positive correlation?
What is Level 3 service recovery?
What is: the involvement of the patient advocacy team?
The percentage of the Total Performance Score for the Hospital Value Based Purchasing Program that is attributed to the Person and Community Engagement domain
What is 25%?
What is: any activity that consumes resources without creating value for the customer?
What is: muda?
What are the 4 main coaching techniques you should use when you coach someone?
What is prepare, discuss, coach, and follow-up?
This is the definition of CLAS.
What is a way to improve the quality of services provided to all individuals, which will ultimately help reduce health disparities and achieve health equity?
The percentage of a data set that falls within 3 standard deviations in a normal distribution?
What is 99.7?
The 8th type of waste (LEAN) not included in this list: defects, overproduction, waiting, inventory, motion, processing, and human potential.
What is transportation?
What three elements make a crucial conversation crucial?
What is: the stakes are high, opinions vary, and emotions run strong?
What is a Level 2 complaint?
What is a complaint that can either be handled at the bedside or escalated to management with the use of additional service recovery tools?
The number of data points going consistently up or down required to meet the definition of a trend in a run chart?
What is 5 data points?
This is the difference between Experience-Based Design and Experience-Based Co-Design.
What is: in EBD, you consider the experience of the consumer. In EBCD, the consumers are involved the entire process.
This type of manaement technique is based on all members of an organization participating in improving processes, products, services, and the culture in which they work. It is a management approach to long-term success through customer satisfaction.
What is Total Quality Management?