Patient Experience and Quality Improvement Flashcards

In Lean methodology, 'waste' (muda) in an ophthalmic practice includes all of the following EXCEPT:

Answer: Documented clinical protocols

Documented clinical protocols are a form of standardization and quality assurance, not waste; Lean targets non-value-adding activities.

Patient-centered care in an ophthalmic practice is best exemplified by:

Answer: Involving patients in shared decision-making about their eye care

Patient-centered care emphasizes involving patients in decisions about their care, respecting their preferences and values.

Which accreditation body focuses on ambulatory healthcare quality and is commonly sought by ophthalmic surgery centers?

Answer: AAAHC (Accreditation Association for Ambulatory Health Care)

AAAHC provides accreditation for ambulatory surgery centers and other outpatient facilities, including ophthalmic surgery centers, based on quality and safety standards.

A 'no-show' rate in an ophthalmic practice is best reduced by:

Answer: Implementing automated appointment reminders and confirmation systems

Automated reminders via text, email, or phone have been shown to significantly reduce patient no-show rates by prompting confirmation or timely cancellation.

The concept of 'throughput' in ophthalmic practice management refers to:

Answer: The rate at which patients move through the care delivery process

Throughput measures how efficiently patients move from check-in through examination and check-out, reflecting overall workflow capacity.

When a patient files a formal complaint about care received, the practice's FIRST step should be:

Answer: Acknowledge the complaint and investigate promptly

Best practice requires acknowledging the complaint, expressing empathy, and conducting a prompt, thorough investigation before taking further action.