Which of the following is NOT one of the classifications of healthcare organizations?
A. Proprietary or for-profit
B. Not for-profit
C.
... [Show More] Government-supported
D. Individual healthcare - correct answers INDIVIDUAL HEALTHCARE
Which of the following is NOT a risk issue for healthcare?
A. Drugs are used and stored in the facility
B. Mostly female staff
C. High percentage of technical and professional staff
D. Publicly accessible and many doors must remain open - correct answers HIGH PERCENTAGE OF TECHNICAL AND PROFESSIONAL STAFF
Which of the following is usually at the top of the organizational chart?
A. Board of directors
B. Department leaders
C. Assistant Administrators
D. Vice Presidents - correct answers BOARD OF DIRECTORS
Which of the following statements best describes employees?
A. Medical staff contracted by the facility
B. All staff directly employed by the facility
C. Volunteers who donate their time
D. Contracted persons - correct answers ALL STAFF EMPLOYED DIRECTLY BY THE FACILITY
Security uses senior management's endorsement to build what kind of a program?
A. Strong and effective
B. A program that works in a small part of the facility
C. Generally effective
D. Strong and simple - correct answers STRONG AND EFFECTIVE
How should friendships and inter-personal relationships between security officers and staff members from other departments be treated?
A. Discouraged
B. Encouraged
C. Encouraged, but monitored
D. Encouraged, but security staff educated about ethics and avoiding favoritism - correct answers ENCOURAGED, BUT SECURITY STAFF EDUCATED ABOUT ETHICS AND AVOIDING FAVORITISM
Which of the following allows a department to assess its cost-effectiveness within an organization?
A. Crime analysis
B. Risk assessment
C. Benchmarking
D. Evaluation surveys - correct answers BENCH-MARKING
What must the primary overriding concern of any security department be?
A. Its image
B. The safety and well-being of anyone in the facility.
C. The goals and mission of the entity employing the security services
D. Cost-effectiveness - correct answers The safety and well-being of anyone in the facility must the primary overriding concern of any security department .
Which of the following are skills a security professional should have and use at all times?
A. Good observation skills
B. Good communications skills
C. Tolerance
D. All of the Above - correct answers ALL OF THE ABOVE
Why are vendors potentially a high security risk to a healthcare facility?
A. Vendors often have access to sensitive areas yet staff of the healthcare organization may know very little about vendors' backgrounds
B. Vendors typically drive large vehicles that can conceal large amounts of stolen property or contraband.
C. Competing vendors may clash at a facility
D. Vendors may be bringing in high-demand products that could be targeted for theft. - correct answers A. Vendors are potentially a high security risk to a healthcare facility because VENDORS OFTEN HAVE ACCESS TO SENSITIVE AREAS YET STAFF OF THE HEALTHCARE ORGANIZATION MAY KNOW VERY LITTLE ABOUT VENDORS' BACKGROUNDS.
In the patient- and family-centered care philosophy, who determines which individuals are part of the patient's family?
A. Patient's parents or legal guardians
B. Nursing staff
C. Attending physician
D. The patient, provided he or she is developmentally mature and competent to do so. - correct answers D. In the patient- and family-centered care philosophy, THE PATIENT, determines which individuals are part of the patient's family, PROVIDED HE OR SHE IS DEVELOPMENTALLY MATURE AND COMPETENT TO DO SO.
Which of the following is NOT an example of an external customer?
A. Patients
B. Vendors
C. Employees
D. Regulatory agencies - correct answers C. EMPLOYEES is not an example of an external customer.
Which of the following does NOT help the security uniform communicate an appropriate message to the public?
A. Clean uniform
B. Wearing the uniform shirt outside of the trousers
C. Well-cared for uniform
D. Shined footwear - correct answers B. WEARING THE UNIFORM SHIRT OUTSIDE OF THE TROUSERS does NOT help the security uniform communicate an appropriate message to the public.
Which of the following is NOT an example of undesirable behavior and demeanor in a security officer?
A. Bad attitude
B. Dishonesty
C. Impoliteness
D. Confidence - correct answers D. CONFIDENCE is NOT an example of an undesirable behavior and demeanor in a security officer.
What is the relationship between employees and management sometimes called?
A. Employee relations
B. Confidentiality
C. Family Interaction
D. Tense conversation - correct answers A. The relationship between employees and management is sometimes called EMPLOYEE RELATIONS.
Which of the following may union members NOT do during picketing?
A. Carry signs
B. Protest management decisions
C. Block entrances to the facility
D. Congregate outside the facility - correct answers C. Union members may not BLOCK ENTRANCES TO THE FACILITY during picketing.
Which of the following is NOT a true statement about customers' perceptions of their experience?
A. Interaction is subject to personal interpretation
B. Interaction can only be perceived by the words stated
C. Interaction is affected by body language
D. Interaction is affected by all of your actions - correct answers B. INTERACTION CAN ONLY BE PERCEIVED BY THE WORDS STATED is NOT a true statement about customer's perception of their experience..
Which of the following is NOT one of the three powerful, personal reasons to provide great customer service?
A. More job satisfaction
B. Less stress and hassle
C. Trying to impress your supervisor
D. More job success - correct answers C. TRYING TO IMPRESS YOUR SUPERVISOR is NOT one of the three powerful, personal reasons to provide great customer service.
Which of the following describes the main objective of good customer service?
A. To make the customer walk away with a positive feeling
B. To help the customer see that someone tried, even
though the customer's wants were not met
C. To make the customer think that no one cares about the concern raised by the customer
D. To help the customer walk away with a neutral feeling - correct answers A. The main objective of good customer service is TO MAKE THE CUSTOMER WALK AWAY WITH A POSITIVE FEELING [about the encounter].
Which of the following is the definition of a customer?
A. External paying customer
B. Internal customer
C. Non-paying external customer
D. Anyone with whom you interact - correct answers D. A customer is defined as ANYONE WITH WHOM YOU INTERACT.
Which of the following is NOT a common technique to use when providing good customer service?
A. Acknowledge the customer's needs
B. Use inappropriate body language
C. Provide alternatives
D. Say thank you - correct answers B. USING INAPPROPRIATE BODY LANGUAGE is NOT a common technique to use when providing good customer service.
Which of the following is NOT a true statement?
A. Team building encourages employee involvement in planning, problem solving, and decision making within the organization.
B. Team building promotes a better understanding of decisions.
C. Team building rarely contributes to support for ownership of decisions, processes, and changes
D. Active participation on teams can engage employees - correct answers C. Team building rarely contributes to support for ownership of decisions, processes, and changes is NOT a true statement.
Which of the following is NOT an ongoing, or functional, work team?
A. A project team
B. A natural team
C. A management team
D. A process improvement team - correct answers A. A PROJECT TEAM is NOT an ongoing, or functional, work team?
To be successful, teams need which of the following?
A. Access to resources
B. Clearly defined boundaries
C. Access to people who know
D. Clearly defined purposes and goals
E. All of the above - correct answers E. ALL OF THE ABOVE, To be successful teams need access to resources, clearly defined boundaries, access to people who know and clearly defined purposes and goals.
Which of the following is NOT a stage of team development?
A. Forming
B. Ending
C. Norming
D. Storming - correct answers B.ENDING is Not a state of team development.
Failure of teams can usually be attributed to what?
A. No clearly defined purpose or goals
B. Lack of employee buy-in to team building
C. Employees conditioned to value individual achievement
D. Any of the above - correct answers A. Failure of teams can usually be attributed to NO CLEARLY DEFINED PURPOSE OR GOALS.
Which of the following is NOT an opportunity derived from patrol?
A. Getting to know the community
B. Establishing positive relationships and partnerships
C. Improving communications
D. Using the security vehicle to go offsite - correct answers D. USING THE SECURITY VEHICLE TO GO OFFSITE is NOT an opportunity derived from patrol.
Which is the most common patrol approach?
A. Inconspicuous
B. Routine
C. Conspicuous
D. Foot - correct answers C. CONSPICUOUS is most common patrol approach.
Which of the following are the three key elements of a good patrol?
A. Hearing, documentation, and memory
B. Observation, perception and memory
C. Perception, memory, and documentation
D. Time, memory and perception - correct answers B. OBSERVATION, PERCEPTION, AND MEMORY are the three key elements of a good patrol.
What type of patrol covers all areas equally with high visibility?
A. Selective
B. Directed
C. Vehicle
D. Routine - correct answers D. ROUTINE is the type of patrol that covers all areas equally with high visibility.
Which of the following is an example of something you should do while patrolling?
A. Let employees know you are in the area
B. Get careless
C. Be a hero unnecessarily
D. Get separated from your equipment - correct answers A. LETTING EMPLOYEES KNOW THAT YOU ARE IN THE AREA is an example of something you should do while patrolling.
Security Officers must interact in a professional manner with which group of people?
A. Patients
B. Visitors
C. Employees
D. Physicians
E. All of the above - correct answers E. ALL OF THE ABOVE: Security Officers must interact in a professional manner with PATIENTS, VISITORS, EMPLOYEES, and PHYSICIANS.
Which trait or skill is NOT desirable for a security officer to possess?
A. Strong communications skills
B. Compassion
C. Ability to speak loudly
D. Ability to express care and understanding. - correct answers C. The ABILITY TO SPEAK LOUDLY is NOT a desirable trait or skill for a security officer to possess.
In which way is a security officer likely to interact with a patient?
A. Picking up or returning a patients valuables
B. Investigating lost or stolen property
C. Providing directions
D. Helping resolve domestic disputes occurring at the facility
E. All of the above - correct answers E. ALL OF THE ABOVE: A security officer is likely to interact with a patient PICKING UP OR RETURNING A PATIENT'S VALUABLES, INVESTIGATING LOST OR STOLEN PROPERTY, PROVIDING DIRECTIONS, and HELPING RESOLVE DOMESTIC DISPUTES OCCURRING AT THE FACILITY.
Which is the most common location where missing patients are found?
A. Hiding under their bed
B. In the cafeteria or near an entrance
C. In the gift shop
D. Looking for the morgue - correct answers B. IN THE CAFETERIA OR NEAR AN ENTRANCE is the most common location where missing patients are found.
Which of the following should a security officer NOT do when interacting with a visitor?
A. Be aware of the visitor's emotional state
B. Use sarcasm
C. Treat the visitor with respect
D. Show empathy - correct answers B. A security officer should NOT USE SARCASM when interacting with a visitor.
Which accreditation body mandates the provision of a secure healthcare environment?
A. The Joint Commission (TJC)
B. Occupational Safety and Health Administration (OSHA)
C. National Fire Protection Association (NFPA)
D. American Society of Healthcare Engineers (ASHE) - correct answers A. The accreditation body that mandates the provision of a secure healthcare environment is THE JOINT COMMISSION.
Generally a security officer does what during a robbery?
A. Confronts the criminal
B. Observes and reports
C. Enters the area with the police
D. Leaves the area unattended - correct answers B. Generally, a security officer OBSERVES AND REPORTS during a robbery.
Which of the following is NOT a disadvantage of a protective vest?
A. Relative short life
B. Expense
C. Discomfort and restrictiveness
D. Avoiding or minimizing injury - correct answers D. AVOIDING OR MINIMIZING INJURY is NOT a disadvantage of a protective vest.
Which of the following items is NOT security equipment?
A. Flashlight
B. Portable radio
C. Handcuffs
D. CPR pocket mask - correct answers D. CPR POCKET MASK is NOT security equipment.
Which of the following does NOT apply when an officer has decided to use force for self-defense or to defend another person?
A. Must be reasonable
B. Must be prudent
C. Must be able to inflict pain
D. Must be defensible - correct answers C. MUST BE ABLE TO INFLICT PAIN does NOT apply when an officer has decided to use force for self-defense or to defend another person.
Which of the following is a professional attribute?
A. Image
B. Posture
C. Attitude
D. Initiative
E. All of the above - correct answers E. ALL OF THE ABOVE: IMAGE, POSTUIRE, ATTITUDE, AND INITIATIVE are all professional attributes.
The self-disciplined officer does NOT do which of the following?
A. Take an interest in the job
B. Look for ways to improve safety
C. Call a routine duty a waste of time
D. Look for ways to improve recommended procedures - correct answers C. The self-disciplined officer does NOT CALL A ROUTINE DUTY A WASTE OF TIME.
Non-verbal communication accounts for what percentage of communication?
A. 57 percent
B. 49 percent
C. 89 percent
D. 94 percent - correct answers D. Non-verbal communication accounts for 94 percent of communication.
Which organization developed a code of ethics for healthcare security?
A. International Association for Healthcare Safety and Security (IAHSS)
B. National Fire Protection Agency (NFPA)
C. Federal Emergency Management Agency (FEMA [Show Less]