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| Section | Objectives |
|---|---|
| Topic 1: Organizational Culture and Leadership | - Leadership Rounding - Culture Change - Employee Engagement - Strategic Role of Patient Experience |
| Topic 2: Partnership and Advocacy | - Effective Communication - Service Recovery - Patient & Family-Centered Care - Patient Rights and Advocacy |
| Topic 3: Design and Innovation | - PX Program Development - Service Design Thinking - Innovation Methods - Journey Mapping |
| Topic 4: Measurement and Analysis | - HCAHPS - Survey Methodology - Statistical Concepts - Translating Data into Action |
1. What is the median for this group of numbers?
13, 18, 13, 14, 13, 16, 14, 21, 13
A) 13
B) 14
C) 18
D) 15
2. What is the FIRST step in creating cultural change in an organization?
A) Creating a sense of commitment
B) Creating a sense of engagement
C) Creating a sense of urgency
D) Creating empathy among employees
3. Which is the BEST approach to obtaining employee commitment to a new process or initiative designed to improve the patient experience?
A) Involve staff in the design and development of the process.
B) Have managers monitor and measure the process.
C) Explain at the start of implementation why the change is occurring.
D) Provide incentives to managers for implementation success.
4. A nurse is tasked with looking into a patient grievance and reporting the findings to the patient advocacy department. What is the BEST way to get detailed information about what occurred?
A) Interview the patient advocate.
B) Go to the Gemba.
C) Conduct a Kaizen event.
D) Read the patient's grievance.
5. Which data visualization illustrates the impact of process change to staff related to patient experience improvement efforts?
A) Bar graphs
B) Box and whisker diagrams
C) Run charts
D) Pie charts
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: C | Question # 3 Answer: A | Question # 4 Answer: B | Question # 5 Answer: C |
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