COE Patient Experience and Quality Improvement 2 — Questions and Answers
Question 1: In Lean methodology, 'waste' (muda) in an ophthalmic practice includes all of the following EXCEPT:
- Patient waiting time
- Unnecessary staff movement
- Documented clinical protocols (Correct answer)
- Overproduction of printed materials
Correct answer: Documented clinical protocols
Documented clinical protocols are a form of standardization and quality assurance, not waste; Lean targets non-value-adding activities.
Question 2: Patient-centered care in an ophthalmic practice is best exemplified by:
- Scheduling appointments based solely on physician availability
- Involving patients in shared decision-making about their eye care (Correct answer)
- Standardizing all treatment protocols without exception
- Prioritizing throughput over patient questions
Correct 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.
Question 3: Which accreditation body focuses on ambulatory healthcare quality and is commonly sought by ophthalmic surgery centers?
- AAAHC (Accreditation Association for Ambulatory Health Care) (Correct answer)
- DEA
- CMS only
- OSHA
Correct 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.
Question 4: A 'no-show' rate in an ophthalmic practice is best reduced by:
- Removing same-day scheduling slots
- Implementing automated appointment reminders and confirmation systems (Correct answer)
- Overbooking every appointment slot
- Eliminating online scheduling
Correct 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.
Question 5: The concept of 'throughput' in ophthalmic practice management refers to:
- The number of staff members on shift
- The rate at which patients move through the care delivery process (Correct answer)
- Monthly revenue collected
- Number of procedures billed
Correct 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.
Question 6: When a patient files a formal complaint about care received, the practice's FIRST step should be:
- Notify the state medical board immediately
- Acknowledge the complaint and investigate promptly (Correct answer)
- Dismiss the complaint if staff disagree
- Offer a financial refund without investigation
Correct 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.
COE Patient Experience and Quality Improvement 2
In Lean methodology, 'waste' (muda) in an ophthalmic practice includes all of the following EXCEPT: