A well-planned script should provide a full description of the service encounter and can, in itself, help to identify potential or existing problems in a specific service process

Which of the following statements about regulatory and legal issues is most correct?

a. States require licensure of certain healthcare providers to limit the number of providers. b. The goal of certificate of need (CON) regulation is to ensure that there are a sufficient number of clinical workers at each hospital and nursing home. c. Clinicians who are employees of hospitals do not require personal licenses, as they can practice under the umbrella of the hospital's license. d. For most providers, the primary legal concern is professional liability. e. Healthcare managers must grapple with several legal issues, but there are virtually no ethical issues that arise.

In a tax year in which the taxpayer pays qualified education expenses, interest income on the redemption of qualified U.S. Series EE Bonds may be excluded from gross income. The exclusion is subject to a modified gross income limitation and a limit of aggregate bond proceeds in excess of qualified higher education expenses. Which of the following is (are) true?

I. The exclusion applies for education expenses incurred by the taxpayer, the taxpayer's spouse, or any person whom the taxpayer may claim as a dependent for the year. II. "Otherwise qualified higher education expenses" must be reduced by qualified scholarships not includible in gross income. a. I only. b. Both I and II. c. II only. d. Neither I nor II.