Canadian Health Information Management Association Practice Exam

The CPO should address complaints regarding misdirected mail by:

1. conducting an ROI audit

2. creating a team to map current processes

3. meeting with all physicians to determine corrective actions

4. meeting with the person responsible for ROI

The correct answer is: creating a team to map current processes

Creating a team to map current processes is the appropriate response to address complaints regarding misdirected mail. This approach allows for a systematic review of the current mailing processes and procedures. By assembling a team, stakeholders can analyze existing workflows, identify points of failure, and ensure that communications are being properly directed. This proactive measure not only highlights areas that need improvement but also fosters collaboration among different roles within the organization, ultimately contributing to more robust solutions that can prevent misdirection of mail in the future. Mapping current processes can lead to the introduction of checks and balances, specialized training for staff involved in mail handling, or the adoption of new technologies that streamline addressing and sorting. Understanding the complete picture is crucial for making informed modifications that will rectify the root cause of the complaints. This methodology is essential for effective problem-solving in health information management, ensuring that patient information and communications are handled securely and efficiently.