The cockpit of an airplane is a more complex example of a collection of instruments that reports
information critical to successful air travel. The driver of a car or the pilot of an airplane monitors
multiple indicators of performance simultaneously to arrive at the intended destination successfully.
At any given point in the journey, the driver or pilot may focus on one indicator, but overall success
depends on the collective performance of the systems represented by the indicators. This example
depicts that dashboard tools that report on the ongoing performance of the critical processes that
The term __________ brings in mind that indicator panel on an automobile, which is most useful
when t he car is moving as a way for t he driver t o monitor key performance metrics such as speed,
fuel level, engine performance, temperature and direction from digital display units.
Patients and their families have clearly articulated need respect to the care they receive. If the staff
members they encounter are nice but do not meet their needs, these staff members have delivered
care inefficiently. It all means that:
Honest criticism is hard to take, particularly from a relative, a friend, an acquaintance, or a stranger.
Resistance to lower-than-expected results is common and reasonable. It is not necessarily a sign of
complacency or lack of commitment to high-quality, patient entered care. Most of the resistance
comes in any two forms:
A & B
Feedback from patients and their families will provide rich information for quality improvement
work. For these efforts to be successful, you should consider the some questions. Which of the
following is NOT out of those questions?
Patient and family advisory council is one of the most effective strategies for involving families and
patients in the design of care. Council responsibilities may include input on or involvement in:
A, B & D
An alternative to a walk-through is a similar technique called ___________. A staff member asks
permission to accompany a patient through the visit and take notes on patients experience.
_____________ allows for more in-depth exploration of the causes of dissatisfaction and can provide
excellent ideas for reengineering services. In addition its videotapes can be effective at changing the
attitudes and beliefs of staff members because the stories participants tell animate the emotional
effect of excellent service as well as service failures.
Experts on delivering superior customer service suggest that healthcare organizations adopt the
following set principles EXCEPT:
Once listing posts system is in place, root-cause analyses can be performed to identify particular
problems, such as a staff member or medical group that contributes to problems, or problems that
are systemic to the delivery of care, such as an antiquated manual appointment system. Listing post
A & B