Part I-novant Mission, Vision And Values
Annual Mandatory Education-AME 2010-2011-Part I
December 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.
Correct Answer
D. All of the above.Explanation
Working together at Novant Health under the same Mission, Vision, and Values means that we support one another and collaborate to better serve our customers. It also means that we utilize resources sensibly to ensure high quality and cost effectiveness. Additionally, we work to improve the health of communities, one person at a time. Therefore, the correct answer is "All of the above."Rate this question:
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- 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
Correct Answer
D. Health System GrowthExplanation
The most remarkable patient experience at Novant Health is achieved by aligning their people, focusing on themes such as physician partnership, culture, leadership, and talent. However, health system growth is not mentioned as one of the themes for achieving a remarkable patient experience.Rate this question:
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- 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.
Correct Answer
B. Delivering the most remarkable patient experience.Explanation
The correct answer is delivering the most remarkable patient experience. This means that the top priority for every Novant employee is to provide exceptional care and service to patients. This involves going above and beyond to ensure that patients have a positive and memorable experience during their time at Novant. It includes being attentive, compassionate, and responsive to patients' needs, and striving to exceed their expectations. By prioritizing the patient experience, Novant aims to create a supportive and healing environment for all individuals under their care.Rate this question:
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- 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.
Correct Answer
E. All of the above.Explanation
The correct answer is "All of the above" because all four themes mentioned (Authentic Personalized Relationships, Voice & Choice, Clinical Care & Safety, Easy for Me) are part of Distinctive Care. Each theme represents a different aspect of the care provided, including building authentic relationships with patients, giving them a voice and choice in their care, ensuring clinical care and safety, and making the overall experience easy for the patients.Rate this question:
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- 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.
Correct Answer
E. All of the above.Explanation
The behaviors listed, such as smiling and speaking to people, introducing yourself and calling them by name, picking up trash and litter, and communicating delays and giving time estimates, are all actions that contribute to providing excellent service. By doing all of these things, you can create a positive and welcoming environment for others, show respect and attentiveness, maintain cleanliness, and keep people informed. Therefore, utilizing all of these behaviors can help you become a successful champion of service excellence.Rate this question:
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- 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
Correct Answer
A. TrueExplanation
The explanation for the correct answer is that paying attention to the assumed, requested, and delighted levels of service characteristics is important because it allows us to create a remarkable experience for the customer. By understanding and meeting their expectations, we can ensure that every interaction with our service is exceptional.Rate this question:
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- 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
Correct Answer
B. Implement our Service Recovery process starting with an acknowledgmentExplanation
When service breakdowns happen, it is important to implement the Service Recovery process starting with an acknowledgment. This means acknowledging the issue and taking responsibility for it. By doing so, it shows the customer that we are aware of the problem and are committed to resolving it. This allows us to begin the process of rectifying the situation and working towards a solution that will satisfy the customer. Simply telling the customer that it's not our fault and that we cannot help them or giving them a gift card may not effectively address the issue or meet the customer's needs.Rate this question:
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- 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.
Correct Answer
D. All of the above.Explanation
When staff send consistent messages and use service behaviors, several positive outcomes can be achieved. Firstly, it helps in achieving the organization's vision of service excellence by ensuring that all staff members are aligned and working towards the same goal. Secondly, it helps in building trust and loyalty among patients and customers as they receive consistent and reliable service. Lastly, it leads to increased satisfaction among patients and customers as they experience a high level of service consistency. Therefore, all of the above statements are true.Rate this question:
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- 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.
Correct Answer
B. The science of fitting jobs to the people who work in them.Explanation
Ergonomics is the science of fitting jobs to the people who work in them. In this scenario, the numbness and tingling in the hands may be caused by poor ergonomics at the computer area. Ergonomics focuses on designing workspaces and equipment in a way that promotes comfort, efficiency, and reduces the risk of injury or strain. By taking action based on this understanding, the individual can make adjustments to their computer area to alleviate the symptoms and improve their overall well-being.Rate this question:
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- 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
Correct Answer
C. WalkingExplanation
Walking is not typically considered a risk factor for carpal tunnel syndrome or other musculoskeletal disorders. Carpal tunnel syndrome is usually caused by repetitive motions or forceful exertions that put strain on the wrist and hand. Walking, on the other hand, primarily affects the lower body and does not typically put excessive strain on the hands or wrists. Therefore, walking is the exception among the listed options.Rate this question:
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- 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
Correct Answer
A. Mqhome.com -Medquest home pageExplanation
The incident report form for an employee or a patient seen at an MQ imaging center can be found on the Medquest home page, which is mqhome.com. This website is the official platform for Medquest and provides access to various resources and services, including the incident report form.Rate this question:
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- 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
Correct Answer
D. All of the aboveExplanation
The given steps of getting a short step stool to alternate resting one foot at a time, varying the position frequently, and taking stretch breaks every 30-60 minutes throughout the day, all contribute to reducing the risk of injury when standing for a prolonged period. By using a step stool, it helps in shifting the weight between the feet, reducing strain on one foot. Varying the position frequently prevents muscle fatigue and stiffness. Taking stretch breaks helps in promoting blood circulation and relieving muscle tension. Therefore, all of the above steps are effective in reducing the risk of injury.Rate this question:
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- 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.
Correct Answer
D. All of the above.Explanation
The correct answer is "All of the above" because assessing the ergonomic design of your computer workstation involves considering multiple factors. You need to ensure that the monitor is positioned directly in front of the keyboard and chair to avoid straining your neck and eyes. Additionally, you should arrange your mouse and phone within easy reach, without having to stretch forward or to the side. Lastly, adjusting your chair to support your low back and maintaining proper alignment of your knees and hips, with your feet supported on the floor or a footrest, helps promote good posture and prevent discomfort or injury.Rate this question:
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Nov 19, 2010Quiz Created by
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