__________ are similar to proportion measures in that both are based on count (or attributes) data but differ in that
the numerator and the denominator address different attributes.

• A.Predicted rate
• B.Ratio measures
• C.Continuous variable measures
• D.Outcome measures

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Healthcare organizations' ability to deliver high-quality, patient-centered care to their members and patients depends
in part on their understanding of basic customer service principles and their ability to integrate these principles into
clinical settings. Healthcare organizations should pay attention to customer service for several reasons. Which of the
following is NOT out of t hose reasons?

• A.Existing patients and members are a valuable source of information healthcare organizations can use to learn how
  to improve what they do and reduce waste by eliminating services that are unnecessary or not valued
• B.As in any other service industry, a satisfied (and loyal) member or patient creates value over the course of a life
  ti me.
• C.Poor customer service raises the risk of a negative "grapevine effect"
• D.Better service translates into higher satisfaction for the patient and, subsequently, for the employer who pays most
  of the bills

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A team has been working together for six months to improve a patient outcome, and the desired result has not been achieved. An assessment of team effectiveness was conducted and revealed the following:

The healthcare quality professional should recommend

• A.evaluating barriers impacting team productivity.
• B.developing interventions to maintain team member satisfaction.
• C.continuing to monitor as the team is performing within acceptable limits.
• D.creating a reward system based on team member growth.

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A social service department regularly monitors the number of inappropriate referrals, the timeliness of discharge planning, and the number of days of discharge delays.
What additional monitor should be added to evaluate the appropriateness of social service interventions?

• A.Attainment of social service goals
• B.Timeliness of referrals to social services
• C.Number of social service referrals from nursing
• D.Inadequacy of documentation in progress notes

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Why is it important to convene a multidisciplinary team when conducting a failure mode and effects analysis (FMEA)?

• A.so that all steps in the process are captured and evaluated
• B.so the effective evaluation of the proposed changes may be accomplished
• C.to gain buy-in from senior leadership
• D.to help distribute the workload involved in a FMEA

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