Exam 23: Quality Control and Customer Service

Most lawsuits brought by patients are the result of poor interpersonal relationships with health care workers.

Which is the most important professional goal for health care workers when interacting with patients?

Good, clear _____ between health care professionals and with patients is an important way to prevent medical errors.

Reviewing records of patient complaints is not a good idea because it can discourage the health care worker who is trying to maintain a positive attitude.

The third leading cause of death in the United States are medical _____.

In health care, the goal is to provide _____ with no errors.

What is one of the specific goals of the Partnership for Patients?

Criticism should be communicated in written form if this is more comfortable than giving it in person.

The purpose of quality improvement is to:

What is the best way for a health care professional to deal with a patient who has not followed the instructions given about postoperative care and who then complains about the negative consequences?

An important goal for health care providers is to deliver high quality _________ while keeping costs reasonable.

The cost of health care does not necessarily reflect its quality or effectiveness.

What are the Five Rights of Medication Safety?

A positive patient outcome always occurs if the patient recovers physically from an illness or disorder.

It is best not to apologize to a patient, because this admits blame for a problem you may have caused.

Which of the following develops safety guidelines and surveys that health care organizations can use to measure their effectiveness?

Having a high fatality (death) rate among patients probably means that a facility is delivering poor-quality care.