QC Exam (42 MCQS)

1- A medication is ordered for a diabetic patient. Its capacity to

improve health status, as a dimension of quality or
performance, is its :
a. Effectiveness
b. Appropriateness
c. Potential
d. Efficacy
2 -All of the following is true about leadership EXCEPT:
a. Creation and maintenance of the internal environment
b. Establishment of a clear vision of the organization's future.
c. Day to day management of operations in the organization
d. Establishment of unity of purpose and direction of the
organization
3- Applying

the Pareto principle in quality improvement is:

a. Prioritizing patient outcome issues

b. Tracking and measuring process effectiveness
c. Prioritizing process issues
d. Providing meaningful data to support strategic objectives
4- Applying the principle of continual improvement typically lead
to EXCEPT:
a. Recognizing and acknowledging improvements
b. Establishing goals to guide, and measures to track, continual
improvement
c. Stopping to train people following the implementation of the
methods and tools of continual improvement
d. Employing a consistent organization-wide approach to continual
improvement of the organization's performance

5- Choose the best indicator(s) to use when determining the

effectiveness of services at the emergency department (ED) in
your hospital:
a. a and b
b. The percentage of ED patients admitted as inpatients
c. The patient waiting time at the ED
d. The number of unplanned returns to the ED
6- Customer-focused organizations means:
a. Strive to exceed customer expectations
b. All of the above
c. Understand current and future customer needs
d.
Meet customer requirements
7- Effective organizational culture:
a. Strong adherence of employees to their goals and objectives
b. Clear vision, mission and values among all employees
c. Firm employees control by leaders
d. Independent roles for employees
8- External customers include all EXCEPT:
a. Vendors
b. Clinicians
c. Payers
d. Patients
9- For an ideal healthcare organization, it should do:
a. track measurable quality
b. Actively fosters perceptive quality
c. All of the above
d. Understand the value and necessity of appreciative quality

10- In developing a program to evaluate the effectiveness of

physician care, a primary care clinic would select which one of
the following indicators?
a. Newly diagnosed hypertensive patients are controlled within 6
months
b. The staff complies with all infection control policies and
procedures
c. The contract lab will provide results within 24 hours of sample
delivery
d. The patient will express overall satisfaction with clinic facilities
11- Juran Triology means :
a. Quality control / measurement is comparable to cost control
b. quality improvement relates to cost reduction and margin
improvement
c. Quality planning is equal to budgeting
d. All of the above
12- Key benefits of process approach are all of the following
EXCEPT:
a. Lower costs and shorter cycle times through effective use of
resources
b. Focused and prioritized improvement opportunities
c. Minimizing the effect of structures and resources on the
achievement of outcomes
d. Improved, consistent and predictable results
13- Key dimensions of quality in healthcare include: Select one:
a. Reducing waits and sometimes harmful delays for both those who
receive and those who provide the care
b. Providing services based on scientific knowledge to all who could
benefit and refraining from who couldnt benefit
c. Avoiding injuries to patients from the care that is intended to help
them
d. All of the above

14- Monitoring phlebitis associated with IV insertions by nurses

in the Surgical Intensive Care Unit addresses which focus?
a. Administrative procedure
b. Process of care
c. Outcome of care
d. Structure of care
15- Monitoring radiographic film quality by technologists
addresses which aspect of care?
a. Outcome
b. Process
c. Structure
d. Administrative
16- Monitoring the specific organization and content
requirements of a medical record system is a review of which
focus?
a. Outcome of care
b. Process of care
c. Administrative procedure
d. Structure of care
17- Quality Control/Measurement includes:
a. All of the above.
b. . Developing process and outcome performance measures.
c. Measuring actual performance and variance from expected.
d. Summarizing data and performing initial assessment/
analysis.
18- Quality improvement involves all of the following EXCEPT:
a. Analyzing data/information for better or best practice
b. Systematically developing optimal solutions to chronic problems
c. Providing accurate, timely feedback.
d. Collaboratively studying and improving selected existing
processes and outcomes in governance, management, clinical, and
support activities

19- Quality in Healthcare ensures all of the following EXCEPT:

a. Retention of talented staff
b. Satisfaction of all our many other customers
c. High technology in performance
d. The best possible outcome for patients
20- Quality is:
a. Compliance with the standards
b. The result of high intention
c. All of the above
d. Doing right things right from the first time
21- Quality of care is all of the following EXCEPT:
a. Associated with increased desirable health outcomes
b. Features that meet patients requirements
c. Acceptable deficiencies
d. Is consistent with current professional scientific knowledge
22- Quality of healthcare is needed because of the following
EXCEPT : Select one:
a. Increasing costs of care
b. Rising demands
c. Variation in medical practice
d. Social representation and show up
23- Quality of healthcare should be:
a. At least prior to management of the organization
b. First priority of the organization
c. Among the priorities of the organization
d. One of the priorities of the organization
24- Quality planning means
a. Identifying and tracking the customers of a particular process
b. Identifying process issues critical to effective outcomes
c. All of the above
d. Identifying, measuring and prioritizing customer needs and
expectations concerning the process and its outcomes

25- Review of the timeliness of high risk screening for diabetes

addresses which focus?
a. Structure of care
b. Administrative procedure
c. Process of care
d. Outcome of care
26- Root cause analysis is the most appropriate Performance
Improvement (PI) process for:
a. Evaluating dental care
b. Performing peer review
c. Determining costs / benefits
d. Analyzing special cause variation
27- Rules of the healthcare system in the 21st Century are:
a. Care is primarily based on visits
b. Care is customized according to patients values and needs
c. Decision making is based on training and experience
d. Professionals controls care
28- That dimension of quality/performance that is dependent
upon evaluation by the recipients and/or observers of care is :
a. Availability
b. Respect/caring
c. Continuity
d. Safety
29- That function in the Juran Quality Management Cycle that
includes the initial analysis of data/information is:
a. Quality control/measurement
b. Quality improvement
c. All of the above
d. Quality planning

30- The appropriateness of care is:

a. A key dimension of quality care
b. Equivalent to case management
c. Primarily a focus of utilization management
d. The degree to which healthcare services are coherent & unbroken
31- The paradigm of structure, process and outcome:
a. Outcome measures are the best
b. Is causally related
c. Each represent a single set or step
d. Deals with certainties
32- The perception of quality by a patient receiving care in an
ambulatory healthcare center is influenced most by:
a. Caring staff and physician
b. The physical environment
c. The physicians technical competence
d. New technology
33- To identify customer needs, the following could be used:
a. Researches and surveys
b. Focus group discussions
c. All of the above
d. Interviews
34- Total quality management philosophy assumes that
a. Most problems with service delivery result from difficulties with
individuals
b. Most problems with service delivery result form systems
difficulties
c. Top management leadership in quality activities limits creativity of
employees
d. Frequent inspection is the only way to improve quality

35- What is the most important relationship between structure,

process, and outcomes as types of indicators of quality?
a. Interdependent structure directly affects both process and
outcome
b. Relational: useful for comparisons, but not causal
c. There is no relationship they are categories used to group
indicators
d. Causal structure leads to process and process lead to outcome
36- Whenever a quality problem has multiple causes, just a few
of those causes account for most of the incidents is an
expression of:
a. Deming's first principle
b. The quality improvement principle
c. Deming's third principle
d. The Pareto principle
37- Which of the following best describes the most successful
outcome of the quality improvement process?
a. Customer satisfaction
b. Enhanced communication
c. Improved statistical data
d. Employee empowerment
38- Which of the following is the BEST definition of process?
a. Patient care activities
b. Technical aspects of providing care
c. The steps required to provide care
d. A series of steps that achieve a desired outcome
39- Which of the following is the most important characteristic
of customer-focused organizations?
a. Trained staff in the customer service department
b. Clear leadership from top management
c. A documented quality management system
d. Reward and recognition programs for all employees

40- Within the context of total quality management philosophy,

communication of quality is:
a. Independent of process budgets or costs
b. Delegated to the Quality Management Department
c. The responsibility of top management leaders
d. An internal organizational, not community, issue
41- Within the frame of key dimensions of quality of healthcare,
Appropriateness means:
a. None of the above
b. Providing care and service up-to-the professional scientific
knowledge
c. Doing things right
d. Care and service are relevant to the patients needs
42- Within the frame of measurable quality, all is true EXCEPT:
a. Measurement tools include performance indicators or measures
b. It is measured on the basis of customers satisfaction
c. It means adherence to practice guidelines
d. Compliance with standards constitute the basis for granting
licensure and/or accreditation or re-imbursement