Patient Experience and Quality Improvement Flashcards
6 cards from real COE practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 6 Patient Experience and Quality Improvement flashcards as text
A root cause analysis (RCA) is typically conducted following:
Answer: A sentinel event or serious patient safety incident
RCA is a structured process used after sentinel events or serious adverse outcomes to identify underlying causes and prevent recurrence.
The Americans with Disabilities Act (ADA) requires ophthalmic practices to:
Answer: Offer reasonable accommodations to ensure equal access for patients with disabilities
The ADA requires healthcare practices to make reasonable accommodations — such as accessible facilities and communication aids — to ensure equal access for patients with disabilities.
Which quality metric tracks the percentage of patients who return for a follow-up visit as recommended?
Answer: Recall compliance rate
Recall compliance rate measures how effectively patients follow through on recommended follow-up or recall appointments, reflecting both patient engagement and care continuity.
An ophthalmic executive uses a patient satisfaction dashboard showing a sudden drop in scores. The NEXT best step is to:
Answer: Investigate the data to identify which service area or time period correlates with the drop
Data should be investigated to identify trends, specific touchpoints, or time periods associated with the drop before any corrective action is taken.
Which of the following is a core principle of the Institute for Healthcare Improvement's (IHI) Triple Aim?
Answer: Improving patient experience, improving population health, and reducing per capita costs
The IHI Triple Aim framework focuses on three dimensions: improving the patient experience of care, improving the health of populations, and reducing the per capita cost of healthcare.
Service recovery in an ophthalmic practice refers to:
Answer: Actions taken to restore patient satisfaction after a service failure or complaint
Service recovery encompasses the steps a practice takes — apology, explanation, remedy — to restore patient trust and satisfaction following a service failure.