CTC CTC Quality Improvement & Outcomes Measurement 1 — Questions and Answers
Question 1: Which quality improvement model uses Plan-Do-Study-Act (PDSA) cycles to test and refine changes in telehealth programs?
- Six Sigma DMAIC
- The Model for Improvement (IHI) (Correct answer)
- Lean Value Stream Mapping
- ISO 9001 Certification
Correct answer: The Model for Improvement (IHI)
The Institute for Healthcare Improvement's Model for Improvement uses PDSA cycles to iteratively test, learn from, and scale changes in healthcare settings including telehealth.
Question 2: A telehealth program tracks 'no-show rates' as a key performance indicator. Which action is most effective in reducing telehealth no-shows?
- Charging cancellation fees upfront
- Sending automated appointment reminders via SMS or patient portal 24–48 hours before the visit (Correct answer)
- Requiring patients to arrive at a clinic site for all visits
- Reducing appointment slot availability
Correct answer: Sending automated appointment reminders via SMS or patient portal 24–48 hours before the visit
Evidence consistently shows that automated appointment reminders sent 24–48 hours in advance significantly reduce telehealth no-show rates.
Question 3: Patient satisfaction scores in telehealth programs are most commonly collected using which validated survey instrument?
- PHQ-9
- HCAHPS (adapted for telehealth) (Correct answer)
- GAD-7
- AUDIT-C
Correct answer: HCAHPS (adapted for telehealth)
HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) is a widely validated patient satisfaction survey adapted for telehealth settings to measure patient experience.
Question 4: In telehealth quality measurement, 'technical failure rate' refers to what?
- The percentage of claims denied due to coding errors
- The proportion of telehealth encounters that could not be completed due to technology issues (Correct answer)
- The rate of equipment theft in telehealth clinics
- The frequency of EHR downtime
Correct answer: The proportion of telehealth encounters that could not be completed due to technology issues
Technical failure rate measures how often telehealth visits fail to complete due to connectivity, software, or hardware problems, directly impacting care access and quality.
Question 5: Which framework is commonly used by CTC-certified coordinators to evaluate the effectiveness of a telehealth program across four dimensions: access, quality, cost, and patient experience?
- Triple Aim
- Quadruple Aim (Correct answer)
- SWOT Analysis
- Balanced Scorecard
Correct answer: Quadruple Aim
The Quadruple Aim expands on the Triple Aim by adding provider/staff well-being as a fourth dimension alongside quality, cost, and patient experience.
Question 6: A telehealth coordinator reviewing hospital readmission data notices that patients using remote patient monitoring (RPM) have 20% lower 30-day readmission rates. What type of outcome does this represent?
- Process measure
- Structural measure
- Outcome measure (Correct answer)
- Balancing measure
Correct answer: Outcome measure
A 30-day readmission rate is a clinical outcome measure that reflects the end result of care, demonstrating the effectiveness of the RPM intervention on patient health.
CTC CTC Quality Improvement & Outcomes Measurement 1
Which quality improvement model uses Plan-Do-Study-Act (PDSA) cycles to test and refine changes in telehealth programs?