COE Patient Experience and Quality Improvement

Question 1

The Net Promoter Score (NPS) measures:

Accepted Answer

Likelihood of patients recommending the practice to others

Answer

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:

Accepted Answer

Analyzing results of the pilot to determine if the change worked

Answer

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?

Accepted Answer

Six Sigma DMAIC

Answer

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?

Accepted Answer

HIPAA

Answer

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:

Accepted Answer

Identify potential root causes of a quality problem

Answer

A fishbone diagram visually maps cause-and-effect relationships to identify root causes contributing to a specific quality issue.

COE - Certified Ophthalmic Executive Practice Test

COE - Certified Ophthalmic Executive Practice Test

COE Patient Experience and Quality Improvement