CQI Study Guide

CQI Study Guide Customer types The hospital employee that runs the mandatory hospital education seminars (how to call a code, how to use the fire extinguisher, etc. - ✔✔Internal Customer types The Joint Commission - ...

CQI Study Guide Customer types The hospital employee that runs the mandatory hospital education seminars (how to call a code, how to use the fire extinguisher, etc. - ✔✔Internal Customer types The Joint Commission - ✔✔External Customer types Family members of patients - ✔✔External Customer types The GE representative who trained your technologists - ✔✔External Customer types The urologist's office from another state who called to request films be sent from a patient that is visiting from your town. - ✔✔External Customer types Other Technologists - ✔✔Internal Commitment to quality results in - ✔✔Reducted cost Traditional quality assurance is described as - ✔✔defensive & reactive. Improving performance is dependent on improving - ✔✔the process. One reason there is a continuous need for quality improvement is - ✔✔to meet customer's rising or changing expectations Which of the following is an example of the"right things done right" philosophy? - ✔✔Using good equipment correctly all the time T/F Proper documentation is necesary for tracking the effectiveness of a CQI program. - ✔✔True Typically, which of the following groups is the "forgotten" customer of a radiology department's processes? - ✔✔The provider of radiography services T/F When deciding whether or not to implement CQI, cost shuld be the most important deciding factor. - ✔✔False Which of the following occured in the mid-seventies? - ✔✔The Bureau of Radiation Health began the regulation of medical and dental x-ray equipment. T/F It is possible that while you are changing a process, another problem will surface. - ✔✔True Which of the following in not a critical facet of a comprehensive strategy? - ✔✔costs T/F Taylor was the first person to create a chart that measured the effectiveness and use of equipment in the late 1930s. - ✔✔False Why were quality management programs developed? - ✔✔Need to increase productivity & Need to decrease cost Creating_____________in the organization makes it cost-effective. - ✔✔efficiency Organization-wide, effective competition, and exceeding standards are all characteristics of - ✔✔CQI Workers need_________________to feel invovled in the processes of the department. - ✔✔feedback CQI is considered to be - ✔✔Proactive & based on processes In order for quality performance to occur, staff should be - ✔✔involved A customer comes into the radiology check-in desk for an 8:00 UGI. The secretary informs the tech the patient has arrived. Ten minutes later, the tech brings the patient back to the dressing room, explaining the procedure and verifies the patient has been properly prepped, and the exam is performed. This is an example of which level of customer satisfaction? - ✔✔basic The term that refers to everyone with whom the organization has contact is - ✔✔customer Your department has been informed that things are changing in the hospital. Over time, you notice that the floor supervisor has been asking for employee input regarding vendor issues, increasing morale, and how to improve patient satisfaction (which is a change, because decisions had been made without such input). This is a switch from ________ to _________. - ✔✔employee as resource to employee as customer Which of the following are components of the "check" stage of the PDCA model? - ✔✔Evaluate and draw conclusions Sharing any and all information that affects people's morale, understanding of vision, preceptions of progress, etc. is a description of which of the following key roles of the quality manager? - ✔✔overcommunicator T/F Managers who direct people to do certain tasks are in "a QI mind-set" - ✔✔False T/F Managers who can motivate others to get results is considered to be in "a QI mind-set." - ✔✔True All of the following are key roles of the quality manager except: - ✔✔Maintains a static environment T/F All of Deming's points should be applicable to every CQI program and must be used by a quality manager. - ✔✔False T/F One of Deming's 14 points is that allowing employees to formulate their own slogans will empower them to do a good job. - ✔✔True Which of the following is not a key role of the quality manager? - ✔✔immobilizer The key role of the quality manager that describes the manager as knowing how to lead people to discover the new and better ways rather than dictation to them is: - ✔✔Facilitator Facilitator - ✔✔Report results and provide feedback T/F The customer driven management model will work only for the radiology department. - ✔✔False _______ are those items which identify process outcomes. - ✔✔Specifications Which of the following is/are considered suppliers that provide input(s) when creating a customer table? - ✔✔Information & Patients In reference to the Pareto principle, what is the most appropriate way to identify customer expectations? - ✔✔Perform a needs analysis Customer types Radiology - ✔✔Internal Customer types Patients - ✔✔External Customer types Visitors - ✔✔External Customer types The Joint Commission - ✔✔External Customer types Unit clerks - ✔✔Internal Customer types The front desk phone operat