Q&A

Question 1

How can Health Care Leaders Demonstrate a Commitment to their Clients, Community, and Customer Service?

-define clearly their client groups, including patients, residents, families, the community, as well as staff, physicians, students and volunteers
-leverage the shared goal of quality health care service as the foundation of all decisions and relationships
-identify clients’ needs and issues
-provide appropriate services based on clients’ needs
-gather input and feedback from clients regarding their satisfaction and changing needs
-use knowledge gained from client feedback to make decisions
-develop and implement client satisfaction improvement processes

Question 2

a

Briefly discuss 5 ways health care leaders can build effective teams within organizations.

-attract and retain an excellent executive group which demonstrates and models teamwork
-facilitate coaching and cooperation among diverse groups and perspectives
-engage stakeholders to work together productively and harmoniously
-support the development of capable teams throughout the organization with clear terms of reference
-delegate authority to teams commensurate with their responsibility
-recognize and reward teams which achieve their goals and objectives

Question 3

a

Health care organizations play an important role in population health. Given the current directions in health service delivery, which of the following is the most appropriate role for a health care organization to play? a) developing secondary prevention clinics in collaboration with community agencies and disease-related organizations b) developing primary prevention programs for the community in conjunction with community agencies c) facilitating the community development approach to managing the determinants of health for specific high risk populations in the community

The answer is b. The organization is well positioned to provide primary prevention programs in partnership with other agencies. Many now have community development departments, health promotion staff, etc., that extends their role beyond “secondary prevention” clinics

Question 4

a

How can health care leaders strategically orient themselves and their organizations for the future?

-scan the environment for emerging trends and ideas related to their area of service
-maintain awareness of good practice and new developments in service delivery
-look toward the broad perspective of issues and challenges, and envision future scenarios
-develop insight into the broad strategic direction of health and social care within the scope of their responsibility
-other related answers

Question 5

a

Each health care organization must anticipate and respond to the community’s changing needs and health status by:

1. reviewing environmental trends
2. collecting information on the determinants of health
3. reviewing feedback from clients and the community on its services
4. working with the community to identify priority needs

Question 6

a

Leaders who ‘mobilize knowledge’ contribute to a systems culture by:

-ensuring that appropriate knowledge can be accessed and made available to decision-makers
-creating ways to gather information from various levels throughout the organization and use the input to improve quality of decision-making
-encouraging open exchange of information and evidence
-using knowledge and evidence to make decisions
-building research capacity in the organization (or in partnership with others) so that knowledge can be documented and accessed for others to use when appropriate.

Question 7

a

Briefly describe a generic quality improvement process.

The process begins with identifying the various sources of information across the organization. The info coming in from these sources serves as the basis for identifying opportunities for improvement. Sometimes a quick fix is all that is needed to address the issue; however, many times it will be necessary to establish indicators of performance, monitor performance, make the improvements, communicate to the stakeholders and sustain the improvements through regular monitoring.

Question 8

a

How Do Health Care Leaders Maintain a High Level of Self-Awareness?

-Being conscious of their own values, principles, assumptions, strengths and limitations
-Being conscious of their own emotions and feelings
-Being aware of their personal triggers
-Being attuned to their personal style and its impact on the organization, colleagues, and other stakeholders
-Actively seeking feedback from others regarding their behaviour, style, strengths, and areas for improvement

Question 9

a

List Three Determinants of Health, which are Considered to have an Impact on the Likely Use of Health Services in a Community.

– Demographics
– Socio-economic level of community
– Geographic location
– Education level
– Housing
– Employment
– Recreation

Question 10

a

When developing a health policy, name 3 main factors to consider while building up appropriate / sustainable health policy

1. Content
2. Context
3. Actors
4. Process

Question 11

a

Which of the following are key Financing Mechanisms in health care? A: Direct out-of-pocket payments B: Private / voluntary insurance C: General taxation D: Public / social insurance E: External financing F: All of the above

F: All of the above

Question 12

a

What is the diagram that illustrates the hierarchy of administrative positions within a Ministry of Health?

An Organogram

Question 13

a

Name three forms of attrition that affect any health work force.

Name three of the following:
1. Death
2. Disability
3. Retirement
4. Migration

Question 14

a

What is the name of the informal health systems alliance created in 2007 by WHO, UNICEF, UNFPA, UNAIDS, GFATM, GAVI, The World Bank, and Gates Foundation?

UNFPA

Question 15

a

Apart from cost, what do poor people report fearing most from health staff?

Negative attitudes

Question 16

a

In pharmacy management, which system ensures that drugs closest to their expiry dates are used first?

First expired – first out (FEFO)

Q&A