Healthcare Management - Final Exam 2 (Daniel)

Front 1

TQM

Back 1

Joseph Juran. Quality (planning, control & improvement)

Front 2

Types of planning (6)

Back 2

SNOBPT: Strategic, Narrow, Operational, Broad, Participants, Time Frame

Front 3

4 Quality components

Back 3

Effectiveness, PT safety, PT-centeredness, timeliness

Front 4

W.E. Deming

Back 4

Quality objective: error-free care. Poor quality is the cause of process, not workers.

Front 5

P.B. Crosby

Back 5

Quality is free. Do it right the 1st time, or pay w/ integrity, reputation, dissatisfied patients

Front 6

Donabedian

Back 6

Structure —> Process —> Outcome

Front 7

FOCUS-PDCA

Back 7

Find a process that needs improvement, Organize a team, Clarify current knowledge, Understand sources of process variation, Select the process improvement, Plan, Do, Control, Act

Front 8

Strategies for success

Back 8

Differentiation, Specialization, Low-cost leadership, Integration, Retrenchment, SA & Diversification

Front 9

Mechanisms for control

Back 9

BBDR - Budget, Benchmarking, Data analysis, Ratio analysis

Front 10

Control, def.?

Back 10

Ensuring organization is reaching its goals

Front 11

Quality, def.?

Back 11

AHRQ - the right thing at the right time

Front 12

Traditional measures of quality

Back 12

Morbidity, mortality, readmission rates, infection rates

Front 13

Tools used to improve quality?

Back 13

Metrics, CQI, TQM, ISO, 6-sigma

Front 14

Moral philosophies

Back 14

Teleology, Deontology, Natural Law, Casuistry, Virtue Ethics

Front 15

Teleology

Back 15

End result determines the decision

Front 16

Deontology

Back 16

Golden rule

Front 17

Natural Law

Back 17

Humans are rational; do good & avoid wrong

Front 18

Casuistry

Back 18

Case based (situational ethics)

Front 19

Virtue Ethics

Back 19

Theological basis

Front 20

Ethical theories in HSOs (4)

Back 20

Respect for persons, beneficience, nonmaleficence & justice

Front 21

Beneficience

Back 21

Act with kindness and charity

Front 22

Nonmaleficence

Back 22

Do no harm to anyone

Front 23

Organizational response to ethics problems?

Back 23

Ethics committee, IRB, Infant care review committee, Ethics consultants

Front 24

Tort, 4 elements thereof

Back 24

Duty to act, Breach of duty, Breach of duty was a substantial factor of harm, PT must have been injured

Front 25

Communication, def.?

Back 25

The creation or exchange of understanding between senders & receivers

Front 26

Types of communication (2)

Back 26

Internal, external

Front 27

Effective communication element

Back 27

Receiver should be cued about the PURPOSE of info (information, response, decision)

Front 28

Barriers to effective communication (2)

Back 28

Environmental, Personal

Front 29

Intra-Organizational flow of communication

Back 29

Downward flow, Upward flow, Horizontal flow, Comm network, informal comm

Front 30

Communication, 5 options when things go badly

Back 30

CODPA - Concealment, Obstruction, Defensive position, Prevention, Accommodation

Front 31

4 P's of marketing

Back 31

Product, Price, Place, Promotion (need all 4 elements)

Front 32

4 R's of marketing

Back 32

Relevance, Response, Relationships, Results (qualitative or quantitative)

Front 33

Questions for strategic planning

Back 33

Where are we? What does future look like? What role do we want to play? How do we get there?

Front 34

Levels of control (3)

Back 34

Strategic (how org is doing as a whole), Operational (daily metrics), Functional

Front 35

Control model (control loops)

Back 35

PAIR
Positive (Higher than expected results), Acceptance (results ok, but this is out of our control), In control (achieving goals), Required change (unacceptable perf devtn),

Front 36

QI asks…

Back 36

Why did this happen? NOT who did this?

Front 37

QA

Back 37

Retrospective quality evaluation