CCM Quality Control & Process Improvement 2 — Questions and Answers
Question 1: Which quality improvement model uses the sequential steps of Define, Measure, Analyze, Improve, and Control?
- PDCA
- Six Sigma DMAIC (Correct answer)
- Lean Kaizen
- FMEA
Correct answer: Six Sigma DMAIC
Six Sigma uses the DMAIC framework to systematically reduce process variation and defects.
Question 2: A care manager notices that 20% of high-risk patients account for 80% of hospital readmissions. This observation reflects which principle?
- Normal distribution
- Pareto principle (Correct answer)
- Regression to the mean
- Central limit theorem
Correct answer: Pareto principle
The Pareto principle (80/20 rule) holds that a small subset of causes typically drives the majority of outcomes.
Question 3: Which tool is used to visually display the distribution and variation of a process measurement over time?
- Fishbone diagram
- Control chart (Correct answer)
- SWOT analysis
- Gantt chart
Correct answer: Control chart
Control charts plot data points over time to distinguish normal process variation from special-cause variation.
Question 4: When conducting a root cause analysis after a medication error, which tool is most appropriate for identifying contributing factors?
- Balanced scorecard
- Run chart
- Cause-and-effect (Ishikawa) diagram (Correct answer)
- Force field analysis
Correct answer: Cause-and-effect (Ishikawa) diagram
The Ishikawa (fishbone) diagram categorizes potential root causes across domains like people, process, and environment.
Question 5: In quality improvement, a 'benchmark' refers to:
- The lowest acceptable performance standard
- A performance standard based on best-known practices (Correct answer)
- An internal audit finding
- A regulatory compliance threshold
Correct answer: A performance standard based on best-known practices
Benchmarking compares an organization's processes or outcomes to the best practices of high-performing peers.
Question 6: Which of the following is an example of a process measure in care management quality improvement?
- 30-day readmission rate
- Patient mortality rate
- Percentage of patients who received a transition care call within 48 hours of discharge (Correct answer)
- Emergency department utilization per 1,000 members
Correct answer: Percentage of patients who received a transition care call within 48 hours of discharge
Process measures assess whether specific steps in care delivery were performed, rather than the final outcome.
Question 7: The concept of 'statistical process control' is best described as:
- Setting staffing ratios based on patient acuity
- Using statistical methods to monitor and control process variation (Correct answer)
- Conducting annual performance reviews
- Documenting adverse events in a registry
Correct answer: Using statistical methods to monitor and control process variation
Statistical process control uses data and statistical methods to monitor processes and identify variation that requires investigation.
CCM Quality Control & Process Improvement 2
Which quality improvement model uses the sequential steps of Define, Measure, Analyze, Improve, and Control?