You have been assigned to develop a marketing strategy for your organization. The most important issue to consider is that the marketing strategy be:

Broad-based.

Customer-centered.

Accessible on the Internet.

Short-term oriented.

What is the first stage in the strategic planning process?

Board retreat.

Situation analysis

Mission statement development.

Action planning.

Which of the following analyses is used for workforce planning and forecasting?

Qualifications inventory analysis.

Job analysis.

Productivity analysis.

Ratio analysis.

Which of the following techniques would play a central role in an organization being able to demonstrate equal employment compliance?

Job questionnaires.

EEOC postings in the human resource department.

A job analysis procedure.

An established complaint process.

An organization has made a commitment to begin training its employees to fill anticipated job openings in upcoming years. This is an Example of:

Succession planning.

Reengineering.

Position control.

Quality improvement.

Which of the following is an Example of direct costs?

Utility bills.

Parking operations.

Dept service.

Drug prescriptions.

Healthcare organizations require the filing of annual disclosure statements on the part of board members and officers. This policy is intended to address:

Inurement.

Theft.

Exploitation.

Incompetence.

Healthcare organizations are routinely faced with accommodating competing space needs. The key considerations in resolving such issues should be based upon which of the following?

Long-range facility plan.

Return on investment for each use.

Prospective donor’s interest in the program.

Board of trustee preference.

Information systems management security is concerned with the policies and procedures for ensuring the security of:

Data.

Software.

Hardware.

Firmware.

A patient files a complaint relating to a negative hospital experience. The proper handling of this patient’s complaint is to:

Cite organizational policy.

Side against the organization.

Minimize the complaint.

Clarify the problem.

The single most important way patients can help prevent medical errors from affecting them is to:

Interact with their caregivers.

Research medical error rates among organizations.

Read and understand consent forms.

Choose large, reputable healthcare providers.

In a hospital setting, a critical pathway is best described as:

A document that focuses on efficiency and describes a standard set of activities to be performed for a defined category of patients.

A set of guidelines that focus on identifying those decision points which should lead to the consistent provision of appropriate clinical practice.

Any attempt to standardize clinical activities based upon diagnostic categories and projected outcomes.

Decision tree that focuses on physician decision making.

One reason healthcare entities should document their credentialing procedures is to:

Meet federal compliance mandates.

Maximize medical staff understanding of the process.

Minimize inconsistency and liability.

Assist with practitioner auditing.

One feature that distinguishes nonintegrated healthcare organizations from integrated organizations is a:

Regional community vision.

Widely accepted brand identity.

Seamless continuum of care.

Define market image.

Hospitals pursuing strategic alliances are faced with issues of vertical integration. One Example of vertical integration is:

Acquiring a long-term care facility.

Creating a “super” physician-hospital organization.

Developing a system of local hospitals.

Outsourcing laboratory services.

Governance challenges faced by fully integrated healthcare delivery systems are more complex than those faced by nonasset merged multi- hospital systems because:

The components of integrated systems function in a highly interdependent manner.

Multi-hospital systems usually have been in existence for a long time.

Multi-hospital systems often have an independent governance structure.

Boards of multi-hospital systems have a different board selection process.

The purpose of the ACHE Ethics Committee is to review and recommend action on ethical violations to which group?

Executive Committee.

Board of Governors.

Council of Regents.

Membership Committee.

According to the ACHE Code of Ethics, what action can the Ethics Committee take against an affiliate after a grievance procedure has been initiated?

Fine the affiliate.

Report the violation to the affiliate’s employer.

Issue a written reprimand to the affiliate.

Recommend expulsion of the affiliate.

ACHE’s Ethical Policy Statement on Ethical Issues Related to Downsizing recommends that healthcare executives should consider providing which of the following when downsizing?

Financial aid.

Child care.

Family counseling

Out-placement assistance.

According to the ACHE’s Ethical Policy Statement in Creating an Ethical Environment for Employees, the organization should:

Ensure maximum utilization of an employee’s skills and abilities.

Create a working environment that provides freedom from coercion.

Develop a committee that addresses employee diversity and compliance.

Provide sensitivity training to new employees at orientation.

What are the three basic categories of quantitative performance measures used in conventional accounting systems?

Market share, customer satisfaction, and quality.

Demand, sales, and cost.

Demand, cost, and output/productivity.

Services rendered, market share, and access.

Under a capitated payment system, the risk sharing arrangements involve which parties?

Insurers and patients.

Physicians and purchasers.

Hospitals and patients.

Hospitals and insurers.

Which concept of profitability analysis listed below is correct?

Internal Rate of Return (IRR) measures a project’s percentage of cash flow.

Net Present Value (NPV) is a profitability measure that uses discounted cash flow.

Modified Internal Rate of Return (MIRR) is a less accurate measure than a project’s actual rate of return.

Profitability Return Rate (PRR) provides the most accurate measure.

Which of the following must be included when determining a capital project’s incremental cash flow?

Opportunity costs.

Cash inflows.

Inflation.

Internal rate of return.

The critical link that brings patients and providers together is:

Marketing.

Advertising.

Strategic planning.

External analysis.

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