CHAA Examination Preparation

1
CHAA Examination Preparation

• Future Development Session III
• Pages 123-134
• University of Mississippi Medical Center

2
What to Expect

• This module covers various aspects of Patient
  Access knowledge found in pages 123-134 of the
  FUTURE DEVELOPMENT section of the 2010 CHAA Study
  Guide.
• A quiz at the end will measure your understanding
  of the content covered.

3
Benchmarking

• Benchmarking is an Organizational Improvement
  Tool where a company
• MEASURES its PERFORMANCE or PROCESSES against
  other companies best practices
• DETERMINES how those companies achieved their
  performance levels
• USES that information to improve its own
  performance

4
Benchmarking

• By doing so, they measure and compare all
  functions, systems, and practices against strong
  competitors.
• This identifies quality gaps where the hospital
  needs to improve in order to gain a competitive
  advantage.
• Used continually, benchmarking ensures that best
  practices are always evolving.

5
Types of Benchmarking

• INTERNAL BENCHMARKING is done within the same
  organization.
• EXTERNAL BENCHMARKING is done against another
  organization that provides the same service or
  product.
• FUNCTIONAL BENCHMARKING is done in reference to a
  similar function in another industry.

6
Productivity

• Productivity is simply the measure of labor
  output of production.
• In Patient Access, this typically means
• Number of registrations per day/hour/etc.
• Accuracy Rate
• Productivity should measure VALUE as well as
  OUTPUT

7
Quantitative vs. Qualitative

• Quantitative means
• QUANTITY How much or how many patients did you
  register?
• Qualitative means
• QUALITY What was the Accuracy Rate of the 20
  patients you registered yesterday?