Chap 10 HIM 229 Test 1 Part 1

rad2329's version from 2017-06-15 19:03

Section 1

Question Answer
PerformanceThe execution of an activity or pattern of behavior;
Performance is measured how?By using one or more performance indicators
There are two performance indicators what are theyFinancial (average cost of a lab test), Productivity (number of patients seen per physician per day)
What must we factor into the performance indicators?Quality (being consistent and thoro
What did Deming believe?That quality must be built into the product
**Performance improvement in healthcare is?Process for involving personnel in planning and executing a continuous flow of improvements to provide quality healthcare that meets or exceeds expectations.
**Performance monitoring is _____data driven.
A performance measure is what type of tool?quantitative (for exp. rate, ratio, index, percentage)
What does a quantitative tool allows us to see ____What we are doing well and what we are not doing well.
What is an example of an organization-wide performance improvement process. (It is always on going and never stops. Think it goes in a circle from 1 to 5 and back to 1 Like a 360 circle)1. Identify performance measures (exp. patient surveys, incident reports) 2. Measure performance (i.e. some kind of measurement i.e. incident reports) 3. Analyze and compare internal/external - called benchmarking) 4. Identify improvement opportunity (investigate, staff training) 5. Perform ongoing monitoring (to make sure there are positive outcome)

Section 2

Question Answer
Step 1. of organization-wide performance improvement process -Identify performance measures (exp. patient surveys, incident reports)
Step 2. of organization-wide performance improvement process -Measure performance (i.e. some kind of measurement i.e. incident reports)
Step 3. of organization-wide performance improvement process -Analyze and compare internal/external data - (called benchmarking)
Step 4. of organization-wide performance improvement process -Identify improvement opportunity ( investigate, staff training)
Step 5. of organization-wide performance improvement process -Perform ongoing monitoring (ongoing monitoring to make sure positive outcome)
Benchmarking is _____When an organization compares its current performance to its own internal historical data, or uses data from similar external organizations across the country
**What are the three types of quality indicators?1. Structure indicators/Systems 2. Process indicators 3. Outcome indicators
**Structure indicators measure the _____attributes of the setting; i.e. number and qualifications of the staff, adequacy of equipment and facilities, adequacy of organizational policies and procedures (exp. 85% of HIM Techs in ABC Hospital hold their RHIT)
**Process indicators measure the _____actions by which services are provided, i.e. the things people or devices do, from conducting appropriate tests, to making a diagnosis, to actually carrying out a treatment (exp. Work being done at the facility, do employees run tests, run lab work, are protocols being followed, etc.)
**Outcome indicators measure the _____Actual results of care for patient and populations, including patient and family satisfaction (exp. Did the patient get better or worse, wait time and customer service)

Section 3

Question Answer
What are the two dimensions of quality indicators?Technical dimension and Interpersonal aspect
The technical dimension recognizes that caregivers must have the _____Knowledge & judgement for providing service & the technical skills to carry it out.
The interpersonal aspect recognizes that caregivers must have the ______communication skills & social attributes necessary to serve patients appropriately. (How do they relate to us)
The interpersonal aspect of quality recognizes what ?the importance of empathy, honesty, respectfulness, tactfulness & sensitivity to others.
The term customer is used frequently in performance management activities. External customers are _________people outside the organization for whom it provides services (exp. patients, physicians, third party payers, surgical reps, pharmacy reps)
Internal customers areemployees of the hospital
Dashboards and scorecards are tools that present metrics, they are _____indicators that provide snapshots of all areas of quality to give leaders and communities of interest an overall perspective of the service the organization is providing. (Think snapshot reports at a quick glance to see what is going on)
The terms _____ and ______ are often used interchangeablydashboard and scorecard
Dashboards (like dashboards on a car) are ______reports of process measures that help leaders know what is currently going on so that they can plan strategically where they want to go next.
Scorecards (like baseball scorecards ) are ______reports of outcome measures to help leaders know what they have accomplished.

Section 4

Question Answer
What are the fundamental principles of continuous performance improvement? (Need to know at least 3 of these and what they do)1. the problem is usually the system - 2. Variation is Constant - 3. Data Must Support PI Activities and Decisions - 4. Support Must come from the top down - 5. the organization must have a shared vision - 6. Staff and management must be involved in the process - 7. Setting goals is crucial - 8. Effective communication is important - 9. Success should be celebrated
The Problem is usually the system why?A collection of parts that interact with each other to form an interdependent whole. practically everything can be viewed as systems (i.e. human beings, families, healthcare organizations, different departments) Every system has inputs. The system processes the inputs and eventually produces outputs. One system's outputs may then become inputs for another system.
Variation is Constant, however, there will always be some variation, albeit sometimes minor: 2 types of variations are ____Common-cause variation (Nurse taking a patient's blood pressure, she may belive that she is performing the procedure in exactly the same way every time, but she will get slightly different readings each time). and special-cause variation (Factors outside the system (exp. patients blood pressure may be up because their dog died)
Data must support PI activities and decisions why?Data drives performance improvement
Support must come from the top down why?The executive leaders of the organization must believe in its value in order for it to permeate the entire organization. (i.e. managers, supervisors, employees)
The organization must have a shared vision why?The vision, mission, and values set its direction and support the norms it considers important
Staff & Management must be involved in the process why?Commitment demands an investment in people and requires substantial time & training. PI depends on everyone in the organization actively seeking to meet internal and external customers' spoken or anticipated needs
Setting goals is crucial why?They are essentially targets that the organization strives to achieve in a given PI program year. They should be specific and define measurable end results. (exp. To provide high quality patient care that is cost-effective)
Effective Communication is Important why?It is absolutely essential for the PI process to work. It must exist at all levels of the organization and in all directions. This level of communication requires trust & respect for all individuals and the recognition that everyone wants to do the best job possible.
Success should be Celebrated why?it communicates to everyone that the participants' efforts are applauded, that success can occur from such efforts, and that others should be encouraged to participate in PI initiatives.

Section 5

Question Answer
The primary focus of PI efforts must be ____on the customer.
Dashboard ?Provides process measure metrics in a precise format.
Fifty percent of our HIM staff have a nationally recognized credential. This is an example of what type of indicator?Structured
Performance monitoring is ______Data Driven
Performance improvement is ______continuous on an ongoing basis
An outcome indicator measures results of _____care provided to the patient
Benchmark is ____A comparison of one organization's measured characteristics with those of another similar organization or with regional or national standards.
Performance Improvement Tools and Techniques are _____Checksheet - Data Abstracts - Time Ladders - Statistical-based modeling technique (Run chart, Statistical process control chart)
What is a check sheetIt is the simplest of data collection tools that records and compiles observations or occurrences. Think of making tick marks under the item being tracked.(Exp. Track # of patients that came in)
What is a data abstract?An outline of aggregate data that can be simple and easily manipulated and checked off. (Exp. A form that can be used for data collection that have had a myocardial infarction.)

Section 6

Question Answer
*What is a time ladder?Used to collect data that must be oriented around time. (Exp. How many people are working on a task and how long did something take them).
**What is a run chart (line chart)?*It displays data over a period of time*. (Often known as a line graph) It provides information about performance. (i.e. a snapshot of a week, month, quarter, year etc).The measured points of a process are plotted on a graph at regular time intervals to help see substantial changes in the numbers over time.
*What is a statistical process control chart?It looks like a run chart (line chart) except that it has lines drawn at the top and bottom. The upper line represents the upper control limit and the lower line represents the lower control limit (Outliers)
*What is a cause and effect diagram?Also known as a fishbone diagram - It examines why something happened or might happen by organizing potential causes into smaller categories. It can also be useful for showing relationships between contributing factors. One of the Seven Basic Tools of Quality
*What is a scatter diagram?Collect pairs of data where a relationship is suspected. Draw a graph with the independent variable on the horizontal axis and the dependent variable on the vertical axis. Look at the pattern of points to see if a relationship is obvious.
*What is a Pareto chart?When analyzing data about the frequency of problems or causes in a process. When there are many problems or causes and you want to focus on the most significant. (Looks like a bar chart, with the highest first, the then next highest and so forth).
*What is bar chart?A chart that uses bars to show comparisons between categories of data.
*What is a Histogram diagram?An accurate graphical representation of the distribution of numerical data. It is an estimate of the probability distribution of a continuous variable (quantitative variable) It is a type of Bar graph.
*What is a force field analysis?It helps you to think about the pressures for and against a decision or a change. (think pros and cons)
*What are the 7 Team-Based Performance Processes (know at least 3 or 4)1. Establishing ground rules
2. Stating team’s purpose/mission
3. Identifying customers and their requirements
4. Documenting current processes and identifying barriers
5. Collecting and analyzing data
6. Flowchart current process
7. Identifying possible solutions by brainstorming or other PI techniques to make recommendations for changes in the process