12) If, in the continuous quality improvement process, we increase our emphasis on customer satisfaction and outcomes of care, which two dimensions of quality/performance must be incorporated into all quality management activities?

a) Availability and respect/caring.

b) Respect/caring and competency.

c) Effectiveness and respect/caring.

d) Continuity and competency.

(13) To protect your organization against unannounced surveys the most important to keep in your organization

a) Continuous readiness

b) All plans unannounced

c) Patient medical records for 3 months only

d) Copy of all incident reports

(14) In the transition from quality assurance to quality management/quality improvement, which of the following emphases has resulted in the most significant benefit?

a) focusing primarily on process rather than individual performance

b) focusing on organization-wide rather than clinical processes

c) organizing activities around patient flow rather than department or discipline

d) Initiating more prospective rather than retrospective improvement efforts

(15) The primary purpose of the focus group is to measure

a) Capacity of the process

b) Patient expectations

c) Competence of the staff

d) Utilization appropriateness

(16) Which of the following is LEAST likely to be a patient perspective of quality?

a) Following the standard of care

b) Responsiveness and empathy

c) Safety and freedom from injury

d) Provision of clear information

(17) "Common causes" of problems in processes refer to

a) One time situations b) Temporary situations c) Acute situations

d) Chronic situation