CHAA Examination Preparation

Future Development – Session IIIPages 123-134

University of Mississippi Medical Center

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.

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

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.

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.

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

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?