level 1 customer care services

Question 1

Written policies and procedures are used by a health care organization for all of the following except:

1. to communicate what management expects in any situation
2. to prepare staff for dealing with emergency situations
3. to establish the management style for operating the health care organization
4. to set guidelines for staff to follow in delivery of care

Answer 1

to establish the management style for operating the health care organization

Question 2

Which of the following does not support care recipient centered care concepts?

1. Upon admission, the care recipient indicates a preference to bathe at night, the healthcare organization policy requires all baths to be given on the day shift
2. breakfast is served from 6:30am to 8:00 am.; the care recipient chooses to sleep until 9:00 am. so the staff makes sure cereal and milk are available at 9:00
3. Upon admission, the care recipient was allowed to bring their personal recliner to the health care organization to furnish their room
4. Prior to living in the healthcare organization, the care recipient enjoyed fishing; the staff arrange for the care recipient to attend the annual fishing rodeo located 30 miles from the health care organization

Answer 2

Upon admission, the care recipient indicates a preference to bathe at night, the healthcare organization policy requires all baths to be given on the day shift

Question 3

Which of the following changes in dietary would most closely reflect the principles behind culture change?

1. Providing set meal service times with little flexibility to maintain a daily routine for the care recipients
2. Liberalizing therapeutic diets to provide more food choices to care recipients
3. Increasing the number of pureed or soft diet orders to make feeding easier for the staff
4. Structuring meal times to the benefits of staff schedules

Answer 3

Liberalizing therapeutic diets to provide more food choices to care recipients

Question 4

If a care recipient refuses to consume all of a meal initially given to him/her, the staff should:

1. Do nothing; it is the care recipient’s rights to refuse meals
2. Document that the care recipient was being uncooperative for that particular meal
3. Offer a suitable meal replacement or nutrition supplement to provide adequate calories
4. Force-feed the care recipient the meal as served

Answer 4

Offer a suitable meal replacement or nutrition supplement to provide adequate calories

Question 5

In the event of an error in administration or medication, which of the following should be notified first?

1. Report to the attending physician
2. Report the error to the head of nursing services
3. Report to the administrator
4. Report to the family

Answer 5

Report to the attending physician

Question 6

Which one of the following is NOT a step used by management to deal with unexcused absences or excessive absenteeism by an employee?

1. Interviewing employee upon return to work
2. Stating policies after an infraction
3. Recognizing the worker’s positive work performance as a means of encouragement
4. Imposing penalties for unexcused and excessive absences

Answer 6

Recognizing the worker’s positive work performance as a means of encouragement

Question 7

Which one of the following is a key factor in managing cultural diversity in the workforce?

1. Job roles
2. Job responsibilities
3. Education and training programs
4. An organization chart

Answer 7

Education and training programs

Question 8

Which one of the following is most descriptive of the personnel policy handbook (human resources handbook)?

1. A collation of job descriptions of all jobs in the health care organization
2. A compilation of federal and state regulations that directly relate to each department in the health care organization
3. A compilation of culture change criteria that needs to be implemented to ensure quality recipient centered care
4. A compilation of health care organization policies and procedures that directly relate to work conditions

Answer 8

A compilation of health care organization policies and procedures that directly relate to work conditions

Question 9

Which one of the following is not an employee benefit?

1. Health insurance
2. Retirement plans
3. Compensation
4. Paid vacations and sick leave

Answer 9

Compensation

Question 10

Which one of the following is the best approach for a supervisor to use with an employee who is clearly distracted and upset by a personal problem

1. Issue a written warning
2. Ask the administrator to reprimand the employee
3. Discuss the problem with the employee as it relates to his/her job performance
4. Suspend the employee until the problem is resolved

Answer 10

Discuss the problem with the employee as it relates to his/her job performance

Question 11

If a health care organization has a current ratio greater than 1, which of the following statements is most likely to be true?

1. It will be able to pay its bills on time
2. It should consider raising its rates charged to private-pay care recipients
3. Its expenses exceed its revenues
4. It will be unable to qualify for a loan

Answer 11

It will be able to pay its bills on time

Question 12

Under accrual basis of accounting, revenues and expenses are recorded when:

1. cash is received- cash is paid out
2. revenues are earned- expenses are incurred
3. revenues exceed expenses- expenses exceed revenues
4. the fiscal year ends- expenses are incurred

Answer 12

revenues are earned- expenses are incurred

Question 13

A generally accepted accounting principle (GAAP) would be violated if a health care organization:

1. used a fiscal year that did not correspond to the calendar year
2. records as revenue amounts that have been earned but not yet received
3. counts as assets its accounts receivable with a deduction for the proportion expected to be uncollectable
4. used in its balance sheet an optimistic estimate of the current market value of its building

Answer 13

used in its balance sheet an optimistic estimate of the current market value of its building

Question 14

If the health care organization’s occupancy increases from 94% to 98%, the fixed cost per care recipient:

1. decreases slightly
2. remains the same
3. increases slightly
4. increases significantly

Answer 14

decreases slightly

Question 15

Which financial document contains cash flows from operating, investing, and financing activities; as well as acts as a kind corporate checkbook?

1. Chart of accounts
2. Balance sheet
3. Income statement
4. Cash flow statement

Answer 15

Cash flow statement

Question 16

In public buildings, signage that depicts a human figure in a wheelchair is an international symbol that indicates entry into:

1. an area that includes a change in floor level
2. a hazardous area
3. an area of accessibility for that handicapped
4. an emergency

Answer 16

an area of accessibility for that handicapped

Question 17

According to the National Fire Protection Association, death in building fires is mainly caused by :

1. induced panic
2. faulty evacuation
3. burns
4. smoke inhalation

Answer 17

smoke inhalation

Question 18

“Means of egress” can best be described as:

1. Restraining care recipients with communicable infections
2. Removing all flammable material from care recipients’ rooms and dining, activity, and treatment areas
3. An emergency plan for natural disasters for the safety of care recipients, employees, and visitors
4. A path of exit for safety

Answer 18

A path of exit for safety

Question 19

Which one of the following is not a required measure to prevent the spread of infection?

1. Proper handling, storage, and transporting of laundry/linens
2. Use of alcohol-based hand-hygiene rubs
3. Use of personal protective equipment
4. Use of isolation in a least restrictive method if needed

Answer 19

Proper handling, storage, and transporting of laundry/linens

Question 20

The life safety Code requires at least testing of certain emergency systems, such as fire doors, automatic doors, smoke detectors, and emergency generators

1. monthly
2. Quarterly
3. weekly
4. Bi-annually

Answer 20

Monthly

Question 21

The type of insurance that would cover the health care organization if it were sued by a care recipient who was injured as the result of a medication error by a nurse employee is:

1. patients’ compensation
2. health insurance
3. general liability
4. professional liability

Answer 21

general liability

Question 22

Which of the following is the best answer? An administrator prepares managers for decision making by:

1. giving them a copy of the health care organizations policies and procedures
2. determining their knowledge and skill level
3. ensuring staff are clear about the vision and expectations
4. discussing previous employment and decisions made

Answer 22

ensuring staff are clear about the vision and expectations

Question 23

Which of the following is not part of collaborative management and shared leadership in the implementation of culture change?

1. Developing self-directed work teams and staff-scheduling
2. Encouraging multidisciplinary teamwork and problem solving
3. Decentralizing decision making about hiring and promotion
4. Promoting open communication through consensus, group decisions

Answer 23

Developing self-directed work teams and staff-scheduling

Question 24

The process of defining an approach or direction for an organization, making decisions about how to move toward that direction in very definitive terms and allocating resources to accomplish the plan is known as:

1. Decision making
2. Strategic planning
3. Leadership
4. Authority

Answer 24

Strategic planning

Question 25

What is the purpose of the health care organization’s mission statement?

1. Convince government to invest in the well-being of the elderly
2. To list the health care organization’s intention and its reason for existing
3. Demonstrate desired policies for care recipients’ rights and needs
4. Influence society to accept and value care

Answer 25

To list the health care organization’s intention and its reason for existing