Quality Management Pioneers
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Questions and Answers

Which of the following is NOT an accurate description of a 'customer' in healthcare?

  • A healthcare provider responsible for delivering services (correct)
  • An individual who directly receives healthcare services
  • A government agency that funds or regulates healthcare
  • A third-party payer such as an insurance company

    • What is the primary reason cited for low utilization of healthcare services?

  • Lack of affordability for patients
  • Unfriendly and disrespectful staff
  • Inadequate information provided about treatment
  • Patients' perception that the service is of poor quality (correct)

    • Which of the following is NOT mentioned as an expectation of patients/clients for quality healthcare services?

  • Comprehensive diagnostic testing and specialist referrals (correct)
  • Safe and effective treatment at an affordable cost
  • Privacy and confidentiality regarding their condition
  • Timely delivery of services by friendly staff

    • Which group would be considered an 'internal customer' in healthcare?

    <p>Nurses working in a clinic</p> Signup and view all the answers

    What is the primary role of a 'stakeholder' in healthcare, as described in the text?

    <p>To have a vested interest and influence decision-making</p> Signup and view all the answers

    Which of the following statements is true regarding the perspectives of different groups on quality in healthcare?

    <p>Different groups may have differing expectations for quality</p> Signup and view all the answers

    Which factor can affect access to quality health care due to the distance involved?

    <p>Proximity of the health facility</p> Signup and view all the answers

    What dimension of quality care ensures that care/intervention is relevant to the patient’s needs?

    <p>Appropriateness</p> Signup and view all the answers

    What does the health care manager see as essential for providing quality care?

    <p>Achieving set targets</p> Signup and view all the answers

    What is a crucial aspect mentioned for the health provider to deliver quality care?

    <p>Adequate resources and equipment</p> Signup and view all the answers

    In the context of quality care, what does availability of services refer to?

    <p>Ability to obtain health services</p> Signup and view all the answers

    What is a key factor highlighted in the dimensions of quality related to access to health care?

    <p>Distance to health facilities</p> Signup and view all the answers

    What is the primary focus of Total Quality Management (TQM) according to the passage?

    <p>Enhancing customer satisfaction through continuous feedback and improvement</p> Signup and view all the answers

    According to the passage, what is the primary difference between 'product quality' and 'process quality' in the context of TQM?

    <p>Product quality focuses on defect identification, while process quality focuses on defect prevention.</p> Signup and view all the answers

    What is the primary driver for the focus on quality in healthcare according to the passage?

    <p>Both (a) and (b)</p> Signup and view all the answers

    What is the core principle of Total Quality Management (TQM) according to the passage?

    <p>Customer-centric focus and leadership commitment to quality</p> Signup and view all the answers

    Which of the following best describes the 'quality' concept in the context of healthcare according to the passage?

    <p>Quality in healthcare is a multi-dimensional concept that encompasses various aspects of the healthcare system.</p> Signup and view all the answers

    Which of the following is NOT mentioned in the passage as a key component of Total Quality Management (TQM)?

    <p>Organizational restructuring</p> Signup and view all the answers

    Which of the following is NOT one of the four evolutionary stages of quality?

    <p>Continuous Improvement</p> Signup and view all the answers

    What is the focus of Total Quality Management (TQM)?

    <p>The organization, process, and product</p> Signup and view all the answers

    Which of the following is NOT one of the criteria for selecting quality improvement (QI) projects mentioned in the text?

    <p>Improving employee satisfaction</p> Signup and view all the answers

    Who is recognized as the person who added the human dimension to quality?

    <p>Joseph Juran</p> Signup and view all the answers

    What is the PDCA cycle, which is still widely used today, according to the text?

    <p>Plan, Do, Check, Act</p> Signup and view all the answers

    What was the focus of health care professionals from the United States when they began learning and using quality assurance (QA) concepts from manufacturers in the mid-1990s?

    <p>Reducing medical errors and needless morbidity</p> Signup and view all the answers

    What is the primary focus of 'quality' in healthcare?

    <p>Fulfilling the needs and expectations of customers</p> Signup and view all the answers

    Which of the following is NOT listed as a goal of achieving 'quality' in healthcare?

    <p>Increasing market share and profitability</p> Signup and view all the answers

    What is the definition of 'quality' in healthcare?

    <p>All of the above</p> Signup and view all the answers

    Which of the following is NOT mentioned as a characteristic of well-designed services in healthcare?

    <p>Maximizing operational efficiency</p> Signup and view all the answers

    Who is involved in healthcare practice?

    <p>The text does not provide information about who is involved</p> Signup and view all the answers

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