Questions Hsm Final

KMTC/QP-00/EPS
KENYA MEDICAL TRAINING COLLEGE

FACULTY OF INFORMATION TECHNOLOGY AND MEDICAL EDUCATION
DEPARTMENT OF HEALTH RECORDS AND INFORMATION
YEAR TWO END OF SEMESTER ONE EXAMINATION FOR SEPTEMBER 2024
DIPLOMA IN HEALTH RECORDS AND INFORMATION TECHNOLOGY

(PRE-SERVICE)
PAPER: HEALTH SYSTEMS MANAGEMENT III
INSTRUCTIONS
1. This paper consists of:

● Section 1 (20 Multiple Choice Questions)
● Section 2 (8 Short Answer Questions)
● Section 3 (1 Long Answer Question)
2. Attempt ALL Questions
3. Write your STUDENT NUMBER given on all the answer sheets provided and on the
question paper.
4. Ensure that all examination answer scripts are handed in at the end of the examination.
5. Ensure you sign the examination register provided.
STUDENT NUMBER ………………………………………………………………
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KMTC/QP-00/EPS
SECTION 1 MULTIPLE CHOICE QUESTIONS (2O MKS)
1. Which of the following is a key aspect of internal customer relationships in health systems?
a) Reducing external complaints
b) Encouraging gossip
c) Improving teamwork and communication
d) Outsourcing customer satisfaction surveys
2. What is the role of the integrated marketing system in public relations?

a) Ensuring all external communication is verbal
b) Aligning employees, organizations, and customers
c) Prioritizing only external customers
d) Managing industrial market customers exclusively
3. Internal customers in health systems include:

a) Patients from OPD
b) Regulatory bodies
c) Pharmacists and hospital accountants
d) Suppliers and external organizations
4. How do gossip and miscommunication impact an organization?

a) Improve internal relationships
b) Strengthen external customer loyalty
c) Distort the organization’s image
d) Enhance social capital
5. What does effective internal relationship marketing system involve?

a) Focusing solely on external branding
b) Engaging employees to create value
c) Reducing staff involvement in decision-making
d) Ignoring psychological contracts
6. A positive relationship with customers leads to:

a) Decreased customer loyalty
b) Increased bureaucratic procedures
c) Improved organizational performance
d) Reduced team spirit
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KMTC/QP-00/EPS
7. Which of the following is NOT an expectation of customers in health systems?

a) Speed and timeliness
b) High bureaucracy
c) Courtesy and helpfulness
d) Service reliability
8. What is the primary goal of customer relationship management (CRM) in health systems?
a) Increasing administrative paperwork
b) Building mutual understanding between service providers and customers
c) Reducing the need for external customer feedback
d) Enhancing gossip networks
9. Customers with low confidence and uncertainty are classified as:

a) Sarcastic customers
b) Suspicious customers
c) Talkative customers
d) Aloof customers
10. What is a key factor in improving customer satisfaction in health systems?

a) Prioritizing regulatory requirements
b) Meeting customer expectations consistently
c) Increasing service delivery time
d) Avoiding customer engagement
11. External customers in health systems include:

a) Hospital departments
b) Patients and regulatory bodies
c) Pharmacists and nurses
d) Accountants and managers
12. Why is it important to know customer needs and expectations in health systems?
a) To reduce customer feedback mechanisms
b) To meet consumer demands effectively
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KMTC/QP-00/EPS
c) To increase service delivery bureaucracy

d) To enhance employee turnover
13. What is a hazard in disaster management?

a) A phenomenon that ensures safety
b) A dangerous phenomenon causing potential harm
c) A natural event with no consequences
d) A situation with no risk
14. Which of the following is NOT a type of disaster?

a) Biological hazards
b) Mechanical hazards
c) Political hazards
d) Geological hazards
15. What does the "R" in the Five-R Strategy stand for?
a) Recovery
b) Reduction
c) Rehabilitation
d) Resilience
16. Disaster risk is a combination of vulnerability and what?

a) Hazard
b) Preparedness
c) Mitigation
d) Recovery
17. Which stage of disaster management focuses on preventing the impact of disasters?
a) Relief phase
b) Mitigation phase
c) Reconstruction phase
d) Rehabilitation phase
18. A cyclone is classified under which type of hazard?

a) Geological
b) Water and climate-related
c) Technological
d) Industrial
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KMTC/QP-00/EPS
19. Which disaster management phase involves providing emergency food and shelter?
a) Relief phase
b) Preparatory phase
c) Mitigation phase
d) Reconstruction phase
20. The process of assessing vulnerability in a community is called what?

a) Hazard assessment
b) Risk analysis
c) Vulnerability analysis
d) Disaster preparedness
SECTION 2 SHORT ANSWERED QUESTIONS 40MKS
1. Describe the role of internal customers in the success of an organization. (5MKS)
2. Explain the importance of the integrated marketing system in achieving high performance.
(5MKS)
3. Discuss how understanding customer expectations can improve health systems

management.(5MKS)
4. Explain the difference between internal and external customers in health systems.(5MKS)
5. Define a hazard in disaster management.(5MKS)
6. Differentiate between a hazard and a disaster.(5MKS)
7. What are the stages of disaster management?(5MKS)
8. Name three types of disasters related to water and climate.(5MKS)
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KMTC/QP-00/EPS
SECTION 3 LONG ANSWERED QUESTIONS (40MKS)
1. Explain the types of hazards and provide examples for each.(10MKS)
2. Describe the disaster management process.(10MKS)
3. Discuss the effects of disasters on health.(10MKS)
4. What is vulnerability analysis, and why is it important in disaster management?(10MKS)

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KMTC/QP-00/EPS

KENYA MEDICAL TRAINING COLLEGE

YEAR TWO END OF SEMESTER ONE EXAMINATION FOR SEPTEMBER 2024

DIPLOMA IN HEALTH RECORDS AND INFORMATION TECHNOLOGY

PAPER: HEALTH SYSTEMS MANAGEMENT III

1. This paper consists of:

2. Attempt ALL Questions

STUDENT NUMBER ………………………………………………………………

SECTION 1 MULTIPLE CHOICE QUESTIONS (2O MKS)

2. What is the role of the integrated marketing system in public relations?

3. Internal customers in health systems include:

4. How do gossip and miscommunication impact an organization?

5. What does effective internal relationship marketing system involve?

6. A positive relationship with customers leads to:

7. Which of the following is NOT an expectation of customers in health systems?

9. Customers with low confidence and uncertainty are classified as:

10. What is a key factor in improving customer satisfaction in health systems?

11. External customers in health systems include:

c) To increase service delivery bureaucracy

13. What is a hazard in disaster management?

14. Which of the following is NOT a type of disaster?

16. Disaster risk is a combination of vulnerability and what?

18. A cyclone is classified under which type of hazard?

20. The process of assessing vulnerability in a community is called what?

SECTION 2 SHORT ANSWERED QUESTIONS 40MKS

1. Describe the role of internal customers in the success of an organization. (5MKS)

3. Discuss how understanding customer expectations can improve health systems

5. Define a hazard in disaster management.(5MKS)

6. Differentiate between a hazard and a disaster.(5MKS)

7. What are the stages of disaster management?(5MKS)

8. Name three types of disasters related to water and climate.(5MKS)

SECTION 3 LONG ANSWERED QUESTIONS (40MKS)

1. Explain the types of hazards and provide examples for each.(10MKS)

2. Describe the disaster management process.(10MKS)

3. Discuss the effects of disasters on health.(10MKS)

4. What is vulnerability analysis, and why is it important in disaster management?(10MKS)

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