Addressing patient complaints about appointment delays requires a data-driven approach to understand the scope and causes of the issue before taking action.
Option A (Form a performance improvement team): A team is formed after data confirms the issue and identifies focus areas.
Option B (Perform a patient survey): Surveys gather perceptions, but objective data (e.g., actual wait times) is needed first to validate complaints.
Option C (Obtain waiting time data): This is the correct answer. The NAHQ CPHQ study guide states, “The first step in addressing complaints about delays is to obtain objective data, such as waiting time metrics, to confirm and quantify the issue” (Domain 4). This informs subsequent actions.
Option D (Initiate a new patient registration process): Changing processes is premature without data to identify specific causes of delays.
CPHQ Objective Reference: Domain 4: Performance and Process Improvement, Objective 4.5, “Use data to identify improvement opportunities,” emphasizes collecting data first. The NAHQ study guide notes, “Objective data collection is the initial step in validating complaints” (Domain 4).
Rationale: Obtaining waiting time data validates and quantifies the issue, aligning with CPHQ’s data-driven improvement principles.
[Reference: NAHQ CPHQ Study Guide, Domain 4: Performance and Process Improvement, Objective 4.5., , , , ]
