IAHSS ADVANCED OFFICER CERTIFICATION
LATEST EXAM 2023-2024 REAL EXAM 200
QUESTIONS AND CORRECT ANSWERS
Sprinkler heads must not have any obstruction or storage within _ inches of the
sprinkler head:
a. 12
b. 16
c. 18
d. 20 – ANSWER- c. 18
What agency requires Hazard Surveillance Rounds?
a. Occupational Safety Health Association (OSHA)
b. The Joint Commission (TJC)
c. National Fire Protection Association (NFPA)
d. Environmental Protection Agency (EPA) – ANSWER- b. The Joint Commission
What are the two categories of safety and securities inspections?
a. Surveillance surveys and security surveys
b. Hazard inspections and security rounds
c. Hazard surveillance rounds and security surveys
d. Surveillance rounds and hazard surveillance surveys – ANSWER- c. Hazard
surveillance rounds and security surveys
Hazard Surveillance Round inspections are reported to:
a. Occupational Safety Health Association (OSHA)
b. The Supervisor of the facility
c. The Joint Commission (TJC)
d. The safety committee of the healthcare organization – ANSWER- d. The safety
committee of the healthcare organization
Patient care buildings and satellite health centers require Hazard Surveillance Round
inspections:
a. Once per year
b. Twice per year
c. Every two years
d. Every three years – ANSWER- c. Twice per year
Non-patient care buildings and exterior grounds require Hazard Surveillance Round
inspections:
a. Once per year
b. Twice per year
c. Every two years
d. None of the above – ANSWER- a. Once per year
The five-step approach to crime analysis is:
a. Gather, Collate, Analyze, Separate, Evaluate feedback
b. Collect, Collate, Analyze, Disseminate, Gather/Evaluate feedback
c. Collect, Evaluate, Collate, Disseminate, Gather feedback
d.Collect, Collate, Analyze, Gather/Evaluate feedback – ANSWER- b. Collect, Collate,
Analyze, Disseminate, Gather/Evaluate feedback
Crime analysis data reports should be presented to the institutional safety committee
how often?
a. Quarterly
b. Bi-Annually
c. Annually
d. Never – ANSWER- a. Quarterly
Healthcare facilities that provide customer service motivate customers to tell
others about these organizations.
a. Respectful
b. Adequate
c. Knowledgeable
d. Excellent – ANSWER- d. Excellent
Process improvements in customer service can be measured how?
a. Surveys
b. Monitoring performance
c. Benchmarking
d. All of the above – ANSWER- d. All of the above
can be an excellent way to measure customer service and improve
performance:
a. Surveys
b. Feedback
c. Employee complaints
d. Phone call monitoring – ANSWER- b. Feedback
__ is an element in improving customer service:
a. Identifying customers
b. Attitude
c. Communication
d. Training
e. All of the above – ANSWER- e. All of the above
Communication is ____:
a. 93% body language, 7% words
b. 50% non-verbal, 50% verbal
c. 80% verbal, 20% gesture
d. 75% verbal, 20% gestures and tone of voice – ANSWER- a. 93% body language, 7%
words
Customer retention is _ times less expensive than attracting new customers.
a. 2 to 3
b. 5 to 6
c. 7 to 9
d. 10 to 12 – ANSWER- b. 5 to 6
Satisfied customers on average tell other people about their positive
experience at a healthcare facility.
a. 1 to 2
b. 2 to 3
c. 4 to 5
d. 6 to 7 – ANSWER- c. 4 to 5
How many healthcare organizations have earned the Planetree organization’s
designation as a ‘patient-centered hospital’?
a. Less than 100
b. Less than 115
c. More than 125
d. More than 200 – ANSWER- c. more than 125
What are the four elements of the “Fish” philosophy? – ANSWER- 1. Choose your
attitude
- Play
- Make Their day
- Be present, be there
The acronym HEART expresses what: – ANSWER- Honesty
Empathetic
Appreciative
Respectful
Tolerant
Research reveals that consumers make buying decisions based on:
a. 70% service / 30% product
b. 80% service / 20% product
c. 90% sevice / 10% product
d. 95% sevice / 5% product – ANSWER- c. 90% sevice / 10% product