PHCY420 Exam Questions With Correct
Answers
Quality Improvement
Define Quality Assurance (QA) - answerWhat is done to ensure products/services meet
quality standards. Used when a product/service does not meet quality standards. The processes
which contribute to the final product/service are re...
Define Quality Assurance (QA) - answer✔What is done to ensure products/services meet
quality standards. Used when a product/service does not meet quality standards. The processes
which contribute to the final product/service are reviewed and changed to prevent the problem
from occuring again.
Quality Improvement
Define Quality Improvement (QI) - answer✔An ongoing background process which occurs all
the time. Is the combined effect of everyone involved in an organisation to ensure the
product/service produced are of the best quality. Does not require something to go wrong for
change to occur.
Quality Improvement
Identify THREE features that differentiate Quality Assurance (QA) from Quality Improvement
(QI) - answer✔1. Quality Assurance focuses on what went wrong and what needs to be
changed to prevent it from happening again whereas Quality Improvement is always occurring in
the background and does not rely on something going wrong.
2. Quality Assurance is about conforming to standards whereas Quality Improvement is about
improving performance and output.
3. Quality Assurance usually involves one person identifying what happened and making a
change, whereas Quality Improvement involves everyone working together to produce the best
product/service.
Quality Improvement
What could be benchmarked in pharmacy? - answer✔Income, prescription numbers, LTC
patients
Quality Improvement
Identify the THREE main types of benchmarking - answer✔1. Process benchmarking
(comparing processes)
2. Strategy benchmarking (comparing business strategy/model)
3. Performance benchmarking (comparing results and outcome)
Quality Improvement
How can information learned from benchmarking improve productivity and service
performance? - answer✔Through benchmarking, you can see the way other
businesses/competitors operate and if they are achieving better results or operating more
effectively, you can change things based on that within your business to improve your
product/service.
Quality Improvement
Identify the components that constitute each of the FOUR parts in the PDSA cycle for QI -
answer✔PDSA stands for Plan, Do, Study, Act
Plan - this stage is about identifying the current problem(s) and whether it can be improved and
then how it can be improved. In this stage you also think about the expected results/effects of
improving the problem(s).
Do - in this stage you test out the potential solution. This involves preparing any training or
resources required, if you will need external help and also how quickly you can implement the
solution. You will monitor for results/effects of the solution.
Study - studying the results/effects of the solution, involves Key Performance Indicators (KPIs),
feedback and
thinking/discussion about how you can make things better
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