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.
b.
c.
d.
machinery
human resources
money
materials
2. Which of the following best describes management?
a.
b.
c.
d.
the process of coordinating people to achieve the organization’s purpose
the pool of highly paid individuals who direct an organization
the process of coordinating resources to achieve certain results
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.
b.
c.
d.
influencing
organizing
planning
staffing
4. Hunches are most often associated with
a.
b.
c.
d.
non-programmed decision making
brainstorming
programmed decision making
scientific decision making
5. One of the more difficult tasks for a manager when he or she is coordinating activities is
a.
b.
c.
d.
securing cooperation
identifying the activities
utilizing automation
planning the coordination effort
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6. Vertical coordination is comparable to horizontal coordination because
a.
b.
c.
d.
both involve departments and persons on the same organizational level
both involve departments at varying levels of the organization
both involve other departments
neither requires communication efforts
7. To enhance the recall process of information shared, one should
a.
b.
c.
d.
shout the information repetitively to the recipient
read the information to the intended recipient
utilize visuals for the intended recipient
read and visually display the information for the recipient
8. Individuals recall more information when they
a.
b.
c.
d.
read, hear, and see it
read it multiple times
hear and see it
hear it
9. The doctrine of captain of the ship is exhibited in
a.
b.
c.
d.
navy hospitals
nursing homes
operating rooms
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.
b.
c.
d.
the nurse
the hospital and the nurse
the hospital
the ordering physician
11. OSHA requires management to
a.
b.
c.
d.
document work-related injuries
comply with family leave regulations
prohibit repetitive motion lifting activities
to validate the mission of the organization
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12. Which of the following is the most powerful method of communication?
a.
b.
c.
d.
the written word
body language
feedback
voice mail
13. Which of the following is the most reliable channel of communication?
a.
b.
c.
d.
informal channel
grapevine
formal channel
directional channel
14. Which of the following persons is considered a connected link between employees and
administration?
a.
b.
c.
d.
union representative
physician
supervisor
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.
b.
c.
d.
influencing
staffing
planning
organizing
16. Which of the following is not a major management dimension?
a.
b.
c.
d.
being a good boss
being a competent subordinate
being a public spokesperson for the organization
maintaining satisfactory relationships with others
17. In the decision-making process, a manager should
a.
b.
c.
d.
develop an alternative course of action
develop as many alternatives as possible
ensure that all employees contribute alternatives
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.
b.
c.
d.
experiencing filtering
practicing effective communication
dealing with her insecurities
becoming creative
19. The functions of management are equally applicable in
a.
b.
c.
d.
large corporations only
health institutions only
small businesses only
any organization
20. All of the following describes planning except
a.
b.
c.
d.
deciding in advance what is to be done in the future
a road map for managers
a process perform by senior managers only
a continuous process
21. Departmentalization is associated with the task of
a.
b.
c.
d.
influencing
controlling
staffing
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.
b.
c.
d.
authority
influencing
planning
decision-making
23. The contemporary management theories discussed in the text have which of the following
in common?
a.
b.
c.
d.
freedom of employees to act
the presence of predictable events in the organization
recognition of the complexity of the environment
realization that organizations will eventually fail
4
24. Quantitative approaches for decision-making are most often associated with
a.
b.
c.
d.
programmed decision making
complex decisions with controlled environments
decisions made by team leaders
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.
b.
c.
d.
using feedback to ensure effective communication
using filtering to improve communication
downward communication to ensure effective communication
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.
b.
c.
d.
resistance to organizational change
workplace diversity
status and position
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.
b.
c.
d.
Reliable organizational channel of communication
Fulfills the desires of subordinates to be kept posted
An outlet for members to relieve apprehension
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.
b.
c.
d.
organizing
staffing
controlling
recruitment
30. Written communications to one’s supervisor should
a.
b.
c.
d.
be timely, and provide findings and recommendations
occur during the scheduled meetings
be delayed until a resolution has been secured
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.
b.
c.
d.
downward communication
upward communication
diagonal communication
horizontal communication
32. Genuine desire, listening, and being approachable are techniques to encourage
a.
b.
c.
d.
downward communication
upward communication
informal communication
diagonal communication
33. The most common form of communication in any organization is
a.
b.
c.
d.
written
oral
nonverbal
visual media
34. An efficient manager will
a. be persistent in eliminating the grapevine
b. acknowledge the presence of the grapevine
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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.
b.
c.
d.
doing what a reasonable person would not do
not doing what a reasonable person would have done
the commission of an act
doing what a reasonable person would not do, and not doing what you should do
Answers to Sample Quiz (chapters 1-6)
1. b
2. c
3. b
4. c
5. a
6. c
7. d
8. a
9. c
10. b
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
24. b
25. a
26. d
27. b
28. a
29. c
30. a
31. c
32. b
33. b
34. b
35. d
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