Central Service Leadership
.
- 1.
Today's central service leaders manage their departments in an environment of ever-changing technologies, increasing customer demands and limited resources. They are constantly challenged to attain goals that include all of the following except.
- A.
Find and retain the best staff members
- B.
Deliver products and services of consistently high quality and low cost.
- C.
Monitor and keep up with changes in regulations and standards
- D.
Meet industry benchmarking standards.
Correct Answer
D. Meet industry benchmarking standards. -
- 2.
The Skills required to accomplish a specific task or function?
- A.
Skill set
- B.
Job description
- C.
Task analysis
- D.
Evaluation
Correct Answer
A. Skill set -
- 3.
The concept of span control suggests that the number of employees one person can effectively supervise increases as the complexity of their job duties increases.
- A.
True
- B.
False
Correct Answer
B. False -
- 4.
An organizing principle that suggests each employee should only have one supervisor.
- A.
Chain of command
- B.
Unity of command
- C.
Span control
- D.
Position control
Correct Answer
B. Unity of command -
- 5.
Central service leader must be able to solicit input from the cs team.
- A.
True
- B.
False
Correct Answer
A. True -
- 6.
The major portion of the work in sterile storage area includes all of the following except?
- A.
Receiving
- B.
Storing
- C.
Dispensing
- D.
Biomedical Repair
Correct Answer
D. Biomedical Repair -
- 7.
The belief values, and norms shared by department personnel that are considered valid and are passed on to new employees in the department.
- A.
Culture
- B.
Customer focus
- C.
Benchmark behaviors
- D.
Feeling tone
Correct Answer
A. Culture -
- 8.
Term referring to those in the highest healthcare administrative levels; also called Executive team. This term is derived from the observation that the word "chief" is frequently in the position title. Example: Chief financial officer.
- A.
C-Suit
- B.
C-arm
- C.
C-level
- D.
C-unit
Correct Answer
A. C-Suit -
- 9.
This positions leads patient care services and oversees the nursing staff including Registered Nurses (RNs) and Licensed Nurses Assistants (LNAs). This leader is also responsible for the policies and practices used to manage direct patient care.
- A.
Chiefe of patient care practice (cpcp)
- B.
Chiefe of Surgery (COS)
- C.
Chief Nursing officer (CNO)
- D.
Chief Medical Officer (CMO)
Correct Answer
C. Chief Nursing officer (CNO) -
- 10.
This nursing unit is reserved for patients with intensive nursing needs that require skilled nursing or constant care and supervision.
- A.
Med-Ob
- B.
CCL
- C.
Med-Surg
- D.
CCU
Correct Answer
D. CCU -
- 11.
Useful sources of data to generate information that specifies actual departmental performance include all of the following except:
- A.
Instrument tracking systems
- B.
Or information system
- C.
Purchasing systems
- D.
Education systems
Correct Answer
D. Education systems -
- 12.
A collection of statistical data about a Central Service department's key performance indicators that indicates the extent to which goals are being attained is called a:
- A.
A workflow analysis
- B.
Performance survey
- C.
Dashboard.
- D.
Budget.
Correct Answer
C. Dashboard. -
- 13.
A measurable assessment factor such as item accuracy case carts per technician, and sterilization accuracy is called a:
- A.
Key performance indicator (KPI)
- B.
Customer satisfaction ratio (CSR)
- C.
Performance Improvement indicator (PII)
- D.
Performance and productivity indicator. (PPI)
Correct Answer
A. Key performance indicator (KPI) -
- 14.
When creating a dashboard its is best to include as many elements as possible?
- A.
True
- B.
False
Correct Answer
B. False -
- 15.
Central Service leaders should receive daily information about all of the following except?
- A.
Back Orders
- B.
Patient census
- C.
Or and ancillary department procedure Schedules.
- D.
Infection rates
Correct Answer
D. Infection rates -
- 16.
A graphic usually presented as a flow outline that identifies position titles and relationships in an organization:
- A.
Organizational chart
- B.
Patient Flow Chart
- C.
Roles and responsibility Chart
- D.
Department Matrix
Correct Answer
A. Organizational chart -
- 17.
Dashboard reports are relatively new addition to Central Service management?
- A.
True
- B.
False
Correct Answer
B. False -
- 18.
Standard used to compare and improve a department's own products or services by measuring them against specific standards?
- A.
Key Performance Indicator
- B.
Industry Standard
- C.
Best Practice
- D.
Benchmark
Correct Answer
D. Benchmark -
- 19.
Activities or procedures that are successful in one situation and may be successful in a similar situation in another department or organization?
- A.
Best Practices
- B.
Benchmarks
- C.
Recommended Practices
- D.
Industry Standards.
Correct Answer
A. Best Practices -
- 20.
The act of following identified regulations and standards?
- A.
Compliance
- B.
Accreditation
- C.
Plan, Do, Check, Act
- D.
Best Practices
Correct Answer
A. Compliance -
- 21.
The process of assigning authority to subordinates to do work that a manager at a higher organizational level would otherwise do?
- A.
Performance Improvement
- B.
Planning
- C.
Delegation
- D.
Democratic Management
Correct Answer
C. Delegation -
- 22.
Describes a person or department with a vested interest in the successful outcome of a product or service?
- A.
Stake Holder
- B.
Risk Management/Manager
- C.
Quality Management office/Officer
- D.
Customer
Correct Answer
A. Stake Holder -
- 23.
A federal act that requires hospitals to provide Emergency Treatment to all individuals regardless of their insurance status or ability to pay?
- A.
Emergency Medical Treatment and Labor act. (EMTALA)
- B.
Fair care standards act (FCSA)
- C.
Medicaid (CMS)
- D.
Family Medical Leave Act (FMLA)
Correct Answer
A. Emergency Medical Treatment and Labor act. (EMTALA) -
- 24.
The strategy that uses open-ended questions during applicant selection, performance appraisal, and other interviews to generate information that suggests interviewee reactions to specific situations is called a?
- A.
Personal performance-based interview
- B.
Behavior based-interview
- C.
Behavior-mapping strategy
- D.
Predictive reaction strategy
Correct Answer
B. Behavior based-interview -
- 25.
The process that imposes restrictions on filling vacant positions to manage the costs associated with them.
- A.
Position control
- B.
Hiring freeze
- C.
Attrition
- D.
Budget-sensitive hiring
Correct Answer
A. Position control -
- 26.
An approach to budget preparation that requires planners to explain all expenses and provide justification for each line item funded with resources?
- A.
Real time allocation Budget
- B.
Line item budget
- C.
Pay-as-you-go budget
- D.
Zero based budget
Correct Answer
D. Zero based budget -
- 27.
A written outline or list of steps needed to perform a specific task or function is called a?
- A.
Procedure
- B.
Policy
- C.
Job description
- D.
Job Template
Correct Answer
A. Procedure -
- 28.
Staffing requirements vary between central service departments and are influenced by all of the following except?
- A.
Service provided
- B.
Hours of operation
- C.
Skills required to provide services
- D.
Current hourly wages
Correct Answer
D. Current hourly wages -
- 29.
The purpose of CS departmental record keeping is?
- A.
To check for process errors
- B.
To provide workload information for budgeting
- C.
To collect data to ensure PI forms are complete
- D.
To collect data to document a history of what has occurred
Correct Answer
D. To collect data to document a history of what has occurred -
- 30.
Policies and procedures may impact more than one department?
- A.
True
- B.
False
Correct Answer
A. True -
- 31.
These decisions are easiest to make
- A.
Time management decisions
- B.
Programmed decisions
- C.
Non programmed decisions
- D.
Prioritization decisions
Correct Answer
B. Programmed decisions -
- 32.
Conflict management style must be adjusted to different types of employees?
- A.
True
- B.
False
Correct Answer
A. True -
- 33.
When a new task or activity is added to work duties efforts should be made to?
- A.
Obtain the approval of all customer departments managers.
- B.
Ensure it achieves efficiency without sacrificing quality.
- C.
Increase productivity and speed to make time to accomplish it.
- D.
Delete other job responsibilities.
Correct Answer
B. Ensure it achieves efficiency without sacrificing quality. -
- 34.
A Scheduling tool used to determine the number of labor hours required for each position and each shift to meet processing requirements while maintaining quality standards?
- A.
A staffing plan
- B.
Budget
- C.
Surgery schedule
- D.
Position control plan
Correct Answer
A. A staffing plan -
- 35.
Departments with good training and orientation systems do not experience conflict?
- A.
True
- B.
False
Correct Answer
B. False -
- 36.
The need for people rather than equipment or technology to perform required work tasks?
- A.
Automated replacement
- B.
Manual replacement
- C.
Labor intensive
- D.
Labor exclusive
Correct Answer
C. Labor intensive -
- 37.
Communication cannot be effective when either the sender or the receiver does not have adequate knowledge to?
- A.
Share new ideas
- B.
Rephrase ideas
- C.
Understand
- D.
Implement decisions
Correct Answer
C. Understand -
- 38.
Physical appearance has nothing to do with effective communication.
- A.
True
- B.
False
Correct Answer
B. False -
- 39.
The first step in enhancing communications skills is to recognize that the work group will be?
- A.
Young
- B.
Diverse
- C.
Fragmented
- D.
Receptive
Correct Answer
B. Diverse -
- 40.
An e-mail message written in all capital letters?
- A.
Has no impact on the receiver
- B.
Is easier and faster than using a sentence capitalization format.
- C.
Ensures the receiver will read it first.
- D.
Is the equivalent of shouting
Correct Answer
D. Is the equivalent of shouting -
- 41.
Once an email message is in cyberspace, it is safe and will not be shared with anyone.
- A.
True
- B.
False
Correct Answer
B. False -
- 42.
Information being circulated without a source of truth.
- A.
Rumor
- B.
Informal communication.
- C.
Feedback
- D.
Grapevine
Correct Answer
A. Rumor -
- 43.
If you are the chair of a meeting, it is your responsibility to unsure that the group stays on task and on time.
- A.
True
- B.
False
Correct Answer
A. True -
- 44.
If someone is complaining loudly, before addressing the issue, it is best to?
- A.
Tactfully move the person away from others
- B.
Let the person know you won't tolerate the behavior
- C.
Ignore the behavior until later.
- D.
Ignore the behavior all together.
Correct Answer
A. Tactfully move the person away from others -
- 45.
Written communications are not as important as they once were.
- A.
True
- B.
False
Correct Answer
B. False -
- 46.
This Act protects privileged health information, such as patient identifiable information, and prevents inappropriate access to such information.
- A.
The healthcare information Technology act.
- B.
Patient Rights Act
- C.
The Heath insurance portability and accountability act.
- D.
The patient information Act.
Correct Answer
C. The Heath insurance portability and accountability act. -
- 47.
A person who serves as an example in a desired behaviors is?
- A.
A role model
- B.
Behavioral mentor
- C.
A manager
- D.
An administrator
Correct Answer
A. A role model -
- 48.
The shared beliefs, experiences, and norms that characterize an organization.
- A.
Organizational culture
- B.
Community awareness
- C.
Mission
- D.
Vision
Correct Answer
A. Organizational culture -
- 49.
The behavioral interviewing process is often used because?
- A.
It helps managers identify future star performers.
- B.
It is easier to determine false statements made by the interviewee.
- C.
Past performance is often an indicator of future performance
- D.
Interviewees will be less nervous and communication will better.
Correct Answer
C. Past performance is often an indicator of future performance -
- 50.
A program designed to modify employee behavior through a series of increasingly serious punishments for unacceptable behavior.
- A.
A progressive discipline
- B.
Positive discipline
- C.
Behavior modification
- D.
Behavior ladder.
Correct Answer
A. A progressive discipline -
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Current Version
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Mar 22, 2022Quiz Edited by
ProProfs Editorial Team -
May 12, 2016Quiz Created by
Dwschoen
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