HSM 300- HEALTH SERVICES MANAGEMENT

Sample Quiz for Chapters 1-6

MULTIPLE CHOICE QUESTIONS: Select the best answer for each of the following
questions.

1. Of all the resources managed by a supervisor, the most important resource is

a. machinery
b. human resources
c. money
d. materials

2. Which of the following best describes management?

a. the process of coordinating people to achieve the organization’s purpose

b. the pool of highly paid individuals who direct an organization
c. the process of coordinating resources to achieve certain results
d. getting things done through and with technical resources

3. Unity of command and span of management are factors that a supervisor will
deal with when

a. influencing
b. organizing
c. planning
d. staffing

4. Hunches are most often associated with

a. non-programmed decision making

b. brainstorming
c. programmed decision making
d. scientific decision making

5. One of the more difficult tasks for a manager when he or she is coordinating
activities is

a. securing cooperation
b. identifying the activities
c. utilizing automation
d. planning the coordination effort

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6. Vertical coordination is comparable to horizontal coordination because

a. both involve departments and persons on the same organizational level

b. both involve departments at varying levels of the organization
c. both involve other departments
d. neither requires communication efforts

7. To enhance the recall process of information shared, one should

a. shout the information repetitively to the recipient

b. read the information to the intended recipient
c. utilize visuals for the intended recipient
d. read and visually display the information for the recipient

8. Individuals recall more information when they

a. read, hear, and see it

b. read it multiple times
c. hear and see it
d. hear it

9. The doctrine of captain of the ship is exhibited in

a. navy hospitals
b. nursing homes
c. operating rooms
d. sports medicine

10. A nurse employed at a community hospital administered medication to a patient

subcutaneously rather than within the muscle. The patient sustained an injury.
Who is liable for the negligent conduct of the nurse?

a. the nurse
b. the hospital and the nurse
c. the hospital
d. the ordering physician

11. OSHA requires management to

a. document work-related injuries

b. comply with family leave regulations
c. prohibit repetitive motion lifting activities
d. to validate the mission of the organization

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12. Which of the following is the most powerful method of communication?

a. the written word

b. body language
c. feedback
d. voice mail

13. Which of the following is the most reliable channel of communication?

a. informal channel
b. grapevine
c. formal channel
d. directional channel

14. Which of the following persons is considered a connected link between

employees and administration?

a. union representative
b. physician
c. supervisor
d. professional workers

15. The manager of the ambulatory care services at a hospital is arranging resources
to implement a new service. The manager is performing the function of

a. influencing
b. staffing
c. planning
d. organizing

16. Which of the following is not a major management dimension?

a. being a good boss

b. being a competent subordinate
c. being a public spokesperson for the organization
d. maintaining satisfactory relationships with others

17. In the decision-making process, a manager should

a. develop an alternative course of action

b. develop as many alternatives as possible
c. ensure that all employees contribute alternatives
d. limit the number of choices

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18. During a staff meeting to discuss absenteeism, a staff member communicated
to one of her peers saying “I am going to hear what I wish to hear”. The staff
member is

a. experiencing filtering
b. practicing effective communication
c. dealing with her insecurities
d. becoming creative

19. The functions of management are equally applicable in

a. large corporations only

b. health institutions only
c. small businesses only
d. any organization

20. All of the following describes planning except

a. deciding in advance what is to be done in the future

b. a road map for managers
c. a process perform by senior managers only
d. a continuous process

21. Departmentalization is associated with the task of

a. influencing
b. controlling
c. staffing
d. organizing

22. You are the manager of materials management at a hospital with 450 beds. A
student from the health services management major asks you to identify the
primary characteristic of your managerial position. Your answer is

a. authority
b. influencing
c. planning
d. decision-making

23. The contemporary management theories discussed in the text have which of the
following in common?

a. freedom of employees to act

b. the presence of predictable events in the organization
c. recognition of the complexity of the environment

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d. realization that organizations will eventually fail

24. Quantitative approaches for decision-making are most often associated with

a. programmed decision making

b. complex decisions with controlled environments
c. decisions made by team leaders
d. decisions made by first line supervisors

25. A supervisor directed a subordinate to accomplish a certain task. The supervisor

asked the subordinate to repeat the directions in her own words. The supervisor
is

a. using feedback to ensure effective communication

b. using filtering to improve communication
c. downward communication to ensure effective communication
d. diagonal communication to enhance communication

26. A supervisor is experiencing poor communication with the people she supervises.
The supervisor’s boss has identified the various barriers to effective
communication on that unit. The worst barrier identified would be

a. resistance to organizational change

b. workplace diversity
c. status and position
d. poor listening on the part of the supervisor

27. Verbal communication that is supported by appropriate action will help a

supervisor overcome many barriers. The manager of central supply services
could demonstrate this concept by saying and doing the following

a. I am always available to meet with subordinates. The door to her office is kept
closed
b. I am always available to meet with subordinates. The door to her office is kept
opened
c. I will provide the resources that my staff needs to do their jobs. The people she
supervises are overworked and supplies are limited.
d. I will motivate my staff to be productive. The new employees are not being
oriented to their jobs.

28. Which of the following is not associated with the grapevine?

a. Reliable organizational channel of communication

b. Fulfills the desires of subordinates to be kept posted
c. An outlet for members to relieve apprehension
d. Helps determines what subordinates feel

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29. In hospital X, clients complained about the long waiting times to draw their blood.
The laboratory manager put a system in place to improve customer satisfaction.
After 6 months of implementation the complaints continued and there was no
improvement. The manager of the lab determined whether actual performance
matched the plans and took corrective actions. The manager is performing the
function of

a. organizing
b. staffing
c. controlling
d. recruitment

30. Written communications to one’s supervisor should

a. be timely, and provide findings and recommendations

b. occur during the scheduled meetings
c. be delayed until a resolution has been secured
d. not cause the supervisor any grief

31. Mrs. White, a staff nurse in the medical unit, is in constant contact with the
personnel in the physical therapy department. This type of communication is
considered

a. downward communication
b. upward communication
c. diagonal communication
d. horizontal communication

32. Genuine desire, listening, and being approachable are techniques to encourage

a. downward communication
b. upward communication
c. informal communication
d. diagonal communication

33. The most common form of communication in any organization is

a. written
b. oral
c. nonverbal
d. visual media

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 34. An efficient manager will

a. be persistent in eliminating the grapevine

b. acknowledge the presence of the grapevine
c. fire those who exchange news through the grapevine
d. not be attuned to the grapevine

35. Which of the following best describes negligence?

a. doing what a reasonable person would not do

b. not doing what a reasonable person would have done
c. the commission of an act
d. doing what a reasonable person would not do, and not doing what you should do

Answers to Sample Quiz (chapters 1-6)

1. b 26. d
2. c 27. b
3. b 28. a
4. c 29. c
5. a 30. a
6. c 31. c
7. d 32. b
8. a 33. b
9. c 34. b
10. b 35. d
11. a
12. b
13. c
14. c
15. d
16. c
17. b
18. a
19. d
20. c
21. d
22. a
23. c

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24. b
25. a

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