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A series of questions and answers related to advanced officer certification in healthcare security. It covers topics such as workplace violence, hazard surveillance, customer service, and legal liabilities. The material is designed to test and reinforce knowledge of security protocols, risk assessment, and customer interaction strategies within healthcare settings. It also addresses key concepts like crime prevention through environmental design and the elements of negligence in premise liability cases, providing a comprehensive overview of the responsibilities and challenges faced by security officers in maintaining a safe and secure environment.
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Workplace violence includes which of the following: a) Shootings b) Suicide c) An intimidating presence d) All of the above - Correct Answer ✔ ️ ✔ ️ d) All of the above Hazardous surveillance rounds are a requirement of: a) IAHSS b) OSHA c) TJC d) EPA - Correct Answer ✔ ️ ✔ ️ c) TJC
Which of the following is a criteria that is utilized to determine risk?
a) Occurrences b) Staffing Levels c) Frequency d) Criticality - Correct Answer ✔ ️ ✔️ d) Criticality
The abduction of an infant or a child is considered to be a ____________ by The Joint Commission (TJC) a) Sentinel Event b) Custody Case c) Security Sensitive Area d) All of the above - Correct Answer ✔ ️ ✔ ️ a) Sentinel Event
The NIOSH defines workplace violence as: a) Physical threats made by a former employee b) Physical violence between two coworkers
d) Training e) All of the above - Correct Answer ✔️ ✔️ e) All of the above
CCTV provides which of the following functions: a) Access Control b) General Surveillance c) Compliance with federal laws d) A and C - Correct Answer ✔️ ✔️ d) A and C
A requirement for any profession is a: a) Code of Ethics b) Management plan c) Chief Executive Officer d) Daily Activity Report - Correct Answer ✔️ ✔️ a) Code of Ethics
Which one of the guidelines for covert operations should not be employed? a) Require daily reports and summaries b) Laws may be broken if it aids the investigation c) Insist that no person be subjected to entrapment d) Be clear as to the scope of the investigation - Correct Answer ✔ ️ ✔️ b) Laws may be broken if it aids the investigation
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) - Correct Answer ✔️ ✔ ️ b. The Joint Commission
What are the two categories of safety and securities inspections?
a. Once per year b. Twice per year c. Every two years d. Every three years - Correct 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 - Correct 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 - Correct 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 - Correct Answer ✔ ️ ✔️ a. Quarterly Healthcare facilities that provide _______ customer service motivate customers to tell others about these organizations. a. Respectful b. Adequate
______ is an element in improving customer service: a. Identifying customers b. Attitude c. Communication d. Training e. All of the above - Correct 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 - Correct 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 - Correct 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 - Correct 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
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 - Correct Answer ✔️ ✔️ c. 90% sevice / 10% product _____ % of customers stop doing business with an company because they are dissatisifed with the product or service. a. 10 % b. 14% c. 23% d. 31% - Correct Answer ✔ ️ ✔️ b. 14%
______ % of customers leave because of an attitude of indifference on the part of the service provider.
a. 25% b. 50% c. 68% d. 75% - Correct Answer ✔ ️ ✔️ c. 68%
What determines whether a customer is satisfied or not? a. A customer that is visably pleased b. A customers perception of having needs met c. A customers who has had his questions answered d. A customer feeling good - Correct Answer ✔️ ✔ ️ b. A customers perception of having needs met Key traits security officers should have (7): - Correct Answer ✔ ️ ✔ ️ Emotional awareness; concern; Problem solving; Initiative; responsibility; Explaining, and informing What is the most powerful booster of customer service improvement?
c. Fire hazards d. Assaults - Correct Answer ✔ ️ ✔️ b. Slips and falls
Property owners have a ________ duty to maintain the property in a ___________ condition. a. Legal / reasonably safe b. Moral / reasonably safe c. Legal / completely safe d. Moral / completely safe - Correct Answer ✔️ ✔️ a. Legal / reasonably safe Which of the following are elements necessary to establish neglience in a premise liability case? a. Duty to the plaintiff b. Failure to meet the duty c. Breech of a duty caused an injury
d. All of the above - Correct Answer ✔️ ✔️ d. All of the above
Which of the following are examples of risks security officers should identify? a. Burned out lights b. Breached fence lines c. Slip and fall hazards d. All of the above e. A and C only - Correct Answer ✔️ ✔️ d. All of the above
What is the definition of premise liability? - Correct Answer ✔️ ✔ ️ Refers to the legal responsibility a property owner/organization owes to persons/individuals on their property. What are the four elements of neglience: - Correct Answer ✔ ️ ✔ ️ 1. Legal duty
for determining if an action is sufficiently related to an injury to satisfy proximate cause is whether or not the injury was foreseeable by the person committing the action. - Did the failure to provide the duty cause harm? Damages or Injury - Correct Answer ✔ ️ ✔ ️ Were the damages or injury forseeable or apparant? What is CPTED - Crime Prevention Through Environmental Design (3) - Correct Answer ✔️ ✔️ Promotes a clear line of sight
Created perception of safety Makes criminals feel detected Define: Broken Windows - Correct Answer ✔️ ✔️ Theory: Signs of neglect, ie: broken windows and/or graffiti on buildings indicate no one cares about the area and is not watching it - it invites crime. Failure to conduct routine patrol can ultimately result in what? a. An increase in security spending
b. An increase in the organization's revenue c. A liability exposure d. Both A and C - Correct Answer ✔ ️ ✔️ c. A liability exposure
K-9 patrol teams can be particularly effective in dealing with which situation? a. Restraining a patient b. Emergency department violence c. Patrolling patient floors d. Children who are upset - Correct Answer ✔️ ✔️ b. Emergency department violence Bicycle patrol is which one of these? a. Faster than foot patrol and a vehicle in heavy traffic b. Faster than foot patrol, but slower than a vehicle in heavy traffic c. The safest method of patrol
