IAHSS BASIC OFFICER CERTIFICATION EXAM QUESTIONS
AND CORRECT ANSWERS| ACCURATE REAL EXAM WITH
FREQUENTLY TESTED QUESTIONS AND
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What is the purpose of crime analysis?
a. Identify problems and develop strategies to reduce problems.
b. Assist law enforcement in identifying known criminals.
c. Solve crimes and make arrests.
d. None of the above. - CORRECT ANSWER a. Identify problems and develop strategies to
reduce problems.
Which of the following is easier and more cost effective for an institution?
a. Allowing outside organizations to conduct safety training.
b. Installing access controls only on exterior doors.
c. Using off-duty law enforcement officers instead of security officers.
d. Building in security systems during building design. - CORRECT ANSWER d. Building in
security systems during building design.
The Triangle of Crime consists of:
a. Opportunity, Unattended Items, Desire
b. Ability, Opportunity, Randon Access
c. Opportunity, Desire, Ability
d. Access, Desire, Opportunity - CORRECT ANSWER c. Opportunity, Desire, Ability
What are the layers of protection through physical security planning? - CORRECT ANSWER *
Perimeter Barrior: line or outside perimeter of the site
* Building's Exterior: top, sides, bottom of building
* Interior Controls: lock/key systems, access control systems,
alarms, camera, policies/procedures, training
How can employee awareness programs improve safety in a healthcare facility? - CORRECT
ANSWER * Generates employee involvement
* Improves trust/credibility in the security program and it's
personnel
What are the two most important aspects of a successful security program?
a. Assist law enforcement and identifying known criminals
b. Patrol and crime prevention
c. Crime prevention and risk assessment
d. Security awareness and crime prevention - CORRECT ANSWER d. Security awareness and
crime prevention
,Why is crime analysis important? - CORRECT ANSWER It helps security monitor the level
and types of crime and seasonal fluctuations.
How does environmental design promote a safer environment? - CORRECT ANSWER Design
areas with:
CPTED
Clear sight lines
Appropriate lighting
Unambiguous sinage
Sprinkler heads must not have any obstruction or storage within _____ inches of the sprinkler
head:
a. 12
b. 16
c. 18
d. 20 - CORRECT 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) - CORRECT 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 - CORRECT 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 - CORRECT 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 - 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
c. Knowledgeable
d. Excellent - CORRECT ANSWER d. Excellent
Process improvements in customer service can be measured how?
a. Surveys
b. Monitoring performance
c. Benchmarking
d. All of the above - CORRECT 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 - CORRECT ANSWER b. Feedback
______ 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
c. More than 125
d. More than 200 - CORRECT ANSWER c. more than 125
What are the four elements of the "Fish" philosophy? - CORRECT ANSWER 1. Choose your
attitude
2. Play
3. Make Their day
4. Be present, be there
The acronym HEART expresses what: - CORRECT 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 - 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%
