COE Patient Experience and Quality Improvement 1 — Questions and Answers
Question 1: The Net Promoter Score (NPS) measures:
- Employee retention rates
- Likelihood of patients recommending the practice to others (Correct answer)
- Payer reimbursement rates
- Physician productivity
Correct answer: Likelihood of patients recommending the practice to others
NPS surveys patients on how likely they are to recommend the practice on a 0–10 scale, yielding a single loyalty metric.
Question 2: In the Plan-Do-Study-Act (PDSA) cycle, the 'Study' phase involves:
- Implementing a pilot change
- Analyzing results of the pilot to determine if the change worked (Correct answer)
- Standardizing the successful process
- Identifying the problem
Correct answer: Analyzing results of the pilot to determine if the change worked
The Study phase reviews and analyzes data collected during the Do phase to evaluate whether the intervention achieved the desired improvement.
Question 3: Patient wait time reduction is best approached through which quality improvement methodology?
- Six Sigma DMAIC (Correct answer)
- SWOT analysis
- Balanced scorecard
- PEST analysis
Correct answer: Six Sigma DMAIC
The DMAIC (Define, Measure, Analyze, Improve, Control) methodology of Six Sigma is specifically designed to reduce variation and eliminate waste in processes.
Question 4: Which federal law requires ophthalmic practices to provide patients with a Notice of Privacy Practices?
- OSHA
- HIPAA (Correct answer)
- HITECH
- ADA
Correct answer: HIPAA
HIPAA's Privacy Rule requires covered entities, including ophthalmic practices, to provide patients with a Notice of Privacy Practices detailing how their health information is used.
Question 5: A fishbone (Ishikawa) diagram is used in quality improvement to:
- Track patient appointment volumes
- Identify potential root causes of a quality problem (Correct answer)
- Map the patient care journey
- Calculate reimbursement rates
Correct answer: Identify potential root causes of a quality problem
A fishbone diagram visually maps cause-and-effect relationships to identify root causes contributing to a specific quality issue.
Question 6: Press Ganey and CAHPS surveys are primarily used in healthcare to measure:
- Staff productivity
- Patient satisfaction and experience (Correct answer)
- Billing accuracy
- Physician licensure status
Correct answer: Patient satisfaction and experience
Press Ganey and CAHPS (Consumer Assessment of Healthcare Providers and Systems) are standardized surveys measuring patient experience and satisfaction.
COE Patient Experience and Quality Improvement 1
The Net Promoter Score (NPS) measures: