Exam Preview for 31241: Thriving in the Face of Disruption: Cultiva

Thriving in the Face of Disruption: Cultivating Resilience in Tough Times

Please note: exam questions are subject to change.

1. According to recent healthcare findings, the patient experience: Is the new competitive battleground in healthcare Does not influence patient satisfaction Is unable to be controlled or influenced by staff Is a key performance indicator (KPI) in most practices
2. Kasewurm noted that ___ % of hearing healthcare practices focus on the patient experience: 65% 22% 99% No one really knows
3. When it comes to greeting patients, the focus should be placed on: Making the patient feel welcome Making the patient feel on time Making the patient feel like they have chosen the right provider Making the patient feel like they have good hearing
4. The advantage that independent audiology practices can have over Big Box competition is: The freedom to advertise in all types of mediums Best practices, the experience, and exemplary service programs Enhanced pricing options There is no competitive advantage
5. It is possible to thrive in the face of disruption if: Emphasis is placed on being as profitable as possible Emphasis is placed on selling as many hearing aids as possible Focus is placed on the patient experience as a key component of a successful practice Practice Managers watch and outline a plan for success
6. According to the presenter/author, a practice should measure their close rate, and have a goal of: 25% 50% 70 - 75% 90%
7. According to Kasewurm, KPI that you should track include: How many ENTs refer to you How long each appointment takes ASP, and inbound calls to converted appointments Relative market share
8. Patient referral programs have been found to be effective in increasing numbers of new patients but Kasewurm cautioned that the program must be: An intentional, well planned program Connected with a specific incentive Casual and not intimidating to patients Executed by the Dr. and not by the staff
9. Audiology Assistants can be a valuable resource in a practice for: Improving service Increasing productivity Reducing time spent doing paperwork All of the above
10. The difference between surviving and thriving in business is: Cutting back on services when business is slow Charging prices that are similar to the competition Tracking key indicators of the business Staying small and not having several employees