Central Service Technical Manual Boxed Course: Central Services Chapter 22 & 23 Flashcards


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1

Agency supporting the healthcare community in the development, management, and use of safe and effective medical technology and advancement

AAMI

Association for the Advancement of Medical Instrumentation

2

The process of transmitting information and understanding from one person to another by use of words and non-verbal expression, such as body language

Communication

3

The development and maintenance of effective interpersonal relationships that enhance team work

Human relations

4

Specialized words or phrases known only by persons working in that position

Jargon

5

A person working in an occupation that requires extensive knowledge and skills

A professional

6

Relates to the basic principles of right or wrong

Moral behavior

7

Determined by the authority of laws, and one must never overstep the limitations of these resposibilities

Legal behavior

8

Grounds for legal action

Negligence

9

Relating to what is right and wrong relative to the standards of conduct for one's profession is of concern for today

Ethical behavior

10

How employees of a health care facility should interact with and relate to each other and the constituencies whom they serve

Code of ethics

11

Preamble (purpose/goals)

Responsibility to profession

Responsibilities to patients, community, oneself etc

Major components of Code of ethics

12

A preconceived belief or opinion about a group of people that is applied to every person in that group

Sterotype

13

A step in communications that occurs when the listener asks a question, repeats the information, or otherwise helps the speaker to know if the message has been correctly received

Feedback

14

Requires more than a yes or no answer

Open ended question

15

Requires a yes or no answer

Closed ended question

16

Unfairly compairing one employee with another. Everyone has unique talents.

Unfair comparison

17

Liking someone because they have a similar background and/or characteristic. Less attention given to others that do not share the same characteristics

Just like me

18

To favor a person because of a quality found to be attractive or valuable - favoritism hurts

Halo effect

19

The opposite of halo effect, dislike someone because of a quality - can become a communication barrier.

Pitchfork effect

20
  • Know what you want to say and keep an eye on the target
  • Identify the main points
  • Stay focused
  • Concentrate on the listener
  • Speak enthusiastically
  • Support the information\
  • Think about the listeners background

Speaking tactics

21
  • Concentrate on the central idea
  • Focus on the speaker
  • Do not "tune out"
  • Consider the speakers perceptions
  • Listen for a hidden agenda
  • Be comfortable - physically

Listening tactics

22

Positive reinforcement used to encourage employees to follow proper work standards, policies. Negative reinforcement to discourage inappropriate work practices

Coaching and feedback

23
  • Step 1 - it must be planned
  • Step 2 - transitional conversation
  • Step 2 - Questions will be asked
  • Step 4 - Review interview discussion

Basic interview steps

24
  • Attitude
  • Cooperation
  • Promptness
  • Loyalty

Teamwork factors

25

A group of employees from different departments within the facility that work together to resolve an operating issue

Cross-functional team

26

The broad range of human characteristics and dimension that impact an emplyees value, opportunities, and perception

Diversity

27

The art of granting authority to employees to make a key decision within the employees responsibilities

Empowerment

28

The sequence of steps used to address customer complaints and problems in a manner that yields a win-win situation

Service recovery

29

An employee who is supervised by someone in a higher organizational position

A subordinate

30

A healthcare facility that allows patients t have a selected surgical procedure away from the hospital

Ambulatory surgery center (ASC's)

31

before mid ...... all surgeries were performed in hospitals

1970'S

32

A voluntary process by which an organization measures the quality of its services and performance against nationally recognized standards

Accreditation

33

Own approximately 90% of ASC

Physicians

34

Approx 20% have ...... ownership interest

Hospital and physician

35

Approx. 3% are owned by .....

Hospitals

36

This company has reimbursed ASC's since 1982

Medicare

37

Medicare limits ASC's surgeries to .........

elective procedures with short anesthesia and operating times

38

Three major reasons ASC's will grow

  • Advances in technology
  • Faster acting anesthesia
  • An aging population
39

Private not for profit organization that develops standards for health care facilities.

The Joint Commission (JACO)

Joint Commission on Accreditation of Healthcare Organizations

40

United nations agency to further improve international cooperation in improving the health field

WHO World Health Organization

41

Protects employees in the workplace

OSHA

42

Condensation frees heat, simultaneously heating and wetting all items in the load, thus providing high heat and moisture

Steam load

43

Gas processed used to sterilize items that are heat or moisture sensitive - low temperature

ETO load

44

Transfer of heat from one part to another part of the material - high heat

Dry load

45

Surfaces or equipment that do not come in contact with patients directly lights, power units, switches, door nob etc

Environmental surfaces - Infection control

46

Environmental surfaces that can be directly contaminated during patient care, spray splatter, gloved hand etc

Clinical contact - infection control

47

Environmental surfaces such as floors, walls, and siks that pose a risk of disease contamination

Housekeeping surfaces - infection control

48

Dental offices use what type of sterilization method

Table top steam, dry heat, or chemical processors

49

SPD employees in VA facilities must comply with regulations called.......

Directives

50

VA facilities do not permit an .................

indefinite shelf life

51

VA do not use ...... this department is located inside the VA facility

3rd party reprocessors

52

VA use ........... to maintain a sterile field and aseptic opening

2 sequentially wrapped wrappers