LeanStacks editorial · 5 min read · Practice operations education
Define what a correct task looks like.
Accuracy is only meaningful when the task and review criteria are clear. For a scheduling update, that might include the correct patient reference, appointment details and required notes. Define the standard with the practice before measuring it.
Choose a consistent review method.
Agree whether to review all completed work or a defined sample. Record how items were selected, the time period and what counts as an error. A changing method makes results hard to compare.
Separate errors from exceptions.
An error is work that does not meet the agreed standard. An exception may be missing information or a decision needed from someone else. Track both, but do not blend them into one unexplained score.
Use findings to improve the process.
Document the correction, identify the likely cause and update the instruction when appropriate. Review repeat issues together. Quality review is most useful when it reduces ambiguity for the next person doing the work.
PUT IT INTO PRACTICE
Your team discussion checklist
- Define the review criteria.
- Record the review method and period.
- Track errors and exceptions separately.
- Use findings to update the workflow.
General operational education. Adapt these ideas to your practice’s approved procedures and service agreements. This guide does not provide clinical, legal or payer-specific advice.
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