An agency is beginning to implement a general approach for ...

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An agency is beginning to implement a general approach for quality improvement. Which of the following activities would the agency most likely implement?
 
  a. Customer satisfaction is assessed through the use of surveys provided to the client after each appointment.
  b. The health maintenance organization (HMO) provides incentives to personnel who complete in-house programs on customer service.
  c. The institution has received accreditation through The Joint Commission.
  d. The total quality improvement (TQI) team meets to examine how to make the registration process more efficient.

Question 2

What is the primary goal of total quality management?
 
  a. To confirm the high standards desired in patient care
  b. To discover and correct errors in task completion
  c. To eliminate problems before negative outcomes occur
  d. To enable organizations to publicize their quality approach to patient care

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Answer to Question 1

ANS: C

Answer to Question 2

ANS: C