Part I-novant Mission, Vision And Values
Annual Mandatory Education-AME 2010-2011-Part IDecember 1-22, 2010
- 1.Working together at Novant Health under the same Mission, Vision, and Values, means we…
- A.
Support one another and collaborate in our efforts to better serve our customers.
- B.
Utilize resources sensibly to ensure high quality and cost effectiveness.
- C.
Work to improve the health of communities, one person at a time.
- D.
All of the above.
- 2.Delivering the most remarkable patient experience at Novant Health is achieved, in part, when we “align our people”. This includes all of the following themes except:
- A.
Physician Partnership
- B.
Culture
- C.
Leadership and Talent
- D.
Health System Growth
- 3.What is every Novant employee’s #1 job responsibility?
- A.
Keeping work areas neat and clean.
- B.
Delivering the most remarkable patient experience.
- C.
Following all policies and procedures.
- D.
Other duties as assigned.
- 4.The four themes of Distinctive Care are…
- A.
Authentic Personalized Relationships.
- B.
Voice & Choice.
- C.
Clinical Care & Safety.
- D.
Easy for Me.
- E.
All of the above.
- 5.Below are some proven behaviors that Novant expects of all staff. Which of these can you use to be a successful champion of service excellence?
- A.
Smile and speak to people.
- B.
Introduce yourself and call them by name.
- C.
Pick up trash and litter.
- D.
Communicate delays and give time estimates.
- E.
All of the above.
- 6.We must pay attention to the assumed, requested, and delighted levels of the service characteristics because the customer is counting on us to create a remarkable experience, in every dimension, every time.
- A.
True
- B.
False
- 7.When service breakdowns happen, we ….
- A.
Politely tell the customer that it’s not our fault and that we cannot help them
- B.
Implement our Service Recovery process starting with an acknowledgment
- C.
Document the event, send it to your leader, and assume they will take action
- D.
Give them a $5.00 gift card and hope this makes them feel better
- 8.When staff send consistent messages and use service behaviors…
- A.
We achieve our vision of service excellence.
- B.
We build trust and loyalty among patients and customers.
- C.
Satisfaction increases.
- D.
All of the above.
- 9.You are experiencing numbness and tingling in your hands. Your doctor tells you that you may have a problem with ergonomics at your computer area. You take action based on your understanding that ergonomics is:
- A.
Inflammation of the wrists.
- B.
The science of fitting jobs to the people who work in them.
- C.
Furniture or tools made to reduce pain.
- 10.A doctor tells you that you may have carpal tunnel syndrome and asks you to think about whether you are exposed to risk factors that may lead to a musculoskeletal disorder. You know that risk factors could include all of the following except:
- A.
Repetition
- B.
Forceful exertions
- C.
Walking
- D.
Vibration
- 11.Where can you find the incident report form for an employee or a patient seen at an MQ imaging center?
- A.
Mqhome.com -Medquest home page
- B.
Your radiologist
- C.
Your primary care physician
- D.
HR
- 12.You know that you will have to spend most of your workday tomorrow standing. You are worried about this sustained posture which is unusual for your job so you take the following steps to reduce your risk of injury:
- A.
Get a short step stool (about 4 inches high) so that you can alternate resting one foot at a time.
- B.
Vary your position frequently.
- C.
You take stretch breaks every 30-60 minutes throughout the day.
- D.
All of the above
- 13.You move into a new office space. You should assess the ergonomic design of your computer workstation by:
- A.
Making sure the monitor is in front of the keyboard and chair.
- B.
Making sure you do not have to reach forward or to the side for the mouse or phone.
- C.
Making sure the chair is adjusted to support your low back and allowing your knees to be at the height of your hips or slightly lower with your feet supported on the floor or a footrest.
- D.
All of the above.
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