CTC CTC Quality Improvement & Outcomes Measurement

Question 1

Which quality improvement model uses Plan-Do-Study-Act (PDSA) cycles to test and refine changes in telehealth programs?

Accepted Answer

The Model for Improvement (IHI)

Answer

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?

Accepted Answer

Sending automated appointment reminders via SMS or patient portal 24–48 hours before the visit

Answer

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?

Accepted Answer

HCAHPS (adapted for telehealth)

Answer

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?

Accepted Answer

The proportion of telehealth encounters that could not be completed due to technology issues

Answer

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?

Accepted Answer

Quadruple Aim

Answer

The Quadruple Aim expands on the Triple Aim by adding provider/staff well-being as a fourth dimension alongside quality, cost, and patient experience.

(CTC) Certified Telehealth Coordinator Practice Test

(CTC) Certified Telehealth Coordinator Practice Test

CTC CTC Quality Improvement & Outcomes Measurement