Chapter 4
Some questions on surveys are more important than others
A) True
B) False
B) False
Fill in the Blank
Measure the ______ Things
Important
Is it important to have the team leader go through leadership training?
A) True
B) False
A) True
This team is responsible for correctly measuring/ interpreting data?
Measurement Team
When clear goals are combined with consistent measurement and aligned behaviors, you get what?
A) Results
B) Outcomes
C) processes
D) Nothing
A) Results
Is measuring patient satisfaction quarterly often enough
A) True
B) False
B) False
Which group is best at "Key Words at key Times"?
A) Physicians
B) Nurses
C) Managers
D) Administrators
A) Physicians
Fill in the blank
Build a ____ Around Service
Culture
Which is not apart of the "To Do" list?
A) Act Fast
B) Put the data to use
C) Measure twice
D) Push for results
C) Measure Twice
Which is not apart of the 4 common drivers for patient satisfaction?
A) Personal Needs
B) Communication
C) Pain Management
D) Cost
D) Cost
What are the two of Struders must haves talked about in chapter 5
Key Words at Key Times, Discharge Phone Calls
Which is not a type of team talked about in chapter 5
A) Measurement Team
B) Communication Team
C) Nursing Team
D) Physician Satisfaction Team
C) Nursing Team
if you want your hospital to be ranked highly, you should focus on improving low scores or focus on improving high scores
High scores
We are measuring to align specific leadership and what?
employee behaviors
Physicians are seeking 4 things name two
Quality, Input, Efficiency, Appreciation
Which team is it important to start with?
Standards Team
Why might an 80 score in one area be better than a 90 in another area
Because when converted into into percentiles the 80 is in a higher percentile than the 90
Struder says all areas are important but says one is vital name that area
Nursing
Patient Satisfaction teams typically organize up to four satisfaction teams name 2
Inpatient, Outpatient, Medical Group, Emergency Department
Which team is responsible for developing policy due to patients whose expectations were not met.
Service recovery team