In looking to expand its quality-improvement initiatives, a hospital's administrator and a multidisciplinary team of health care workers are looking at processes to coordinate their quality-improvement goals.
Which of the following methods can be used to improve health care by finding out what key customers want and need followed by implementation of initiatives to fulfill customer expectations?
A) Total quality management
B) Continuous quality improvement
C) Plan, do, check, act
D) Six Sigma
Question 2
A quality-improvement team sends out satisfaction surveys to learn what areas of the hospital may need further improvement. Which of the following groups of people is the most instrumental in helping to improve health care delivery processes?
A) Nurses
B) Doctors
C) Consumers
D) Lab personnel
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