CARE AMBULANCE SERVICES, INC. (2)

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PROPOSAL TO PROVIDE FIRE/EMS EMERGENCY TRANSPORTATION & RELATED SERVICES CITY OF SANTA ANA ITEM 5: INTERNAL MEDICAL QUALITY CONTROL Excellence in customer service requires -a commitment and systems in place to allow continuous evaluation and improvement. Care's Continuous Quality Improvement (CQI) Program meets this need. Our CQI processes are pervasive throughout our organization, from the traditional clinical application, to our communications center and fleet maintenance facility, to our billing office and our relationships with external providers and oversight agencies. Care's Quality Assurance/Quality Improvement Manager, Chris Wilson, is responsible for the overall management of Care's CQI Program. Quality is just a word until the people in an organization give it meaning. At Care Ambulance, quality is the responsibility and commitment of every employee. Description of Care's "CQI" Process An effective CQI program must provide the education, resources and support staff needed to provide quality service and outstanding patient care. This is best accomplished through observation, review, discussion and exchange of ideas when areas for improvement are identified. These components are found in Care's CQI process in the following distinct but connected phases: Prospective—This phase includes employee recruitment, employee screening and selection, written protocols, operational policies and employee orientation. Care Ambulance has a comprehensive set of policies that address clinical, safety and operational issues, as well as performance expectations for all personnel. Policies are updated and distributed to all employees as needed to stay current with new laws, industry standards and EMS Agency guidelines. Employee screening and selection is the first step of prospective quality assurance. It is critically important to be able to recognize and choose the right personnel when they apply. EMT candidates are required to pass several rigorous tests before employment is offered to them. These tests include a written EMT knowledge test, EMT skills testing, oral interview, strength and flexibility testing, medical examination and drug screening test and a complete background check conducted by a licensed private investigator. As part of the prospective phase new employees are assigned to New Employee Orientation. All employees receive extensive education and training to create their personal foundation for delivering exceptional service. Each orientation class has a presentation on Customer Service and Quality Improvement. These presentations ensure that all Care employees understand the importance, concepts, and the expectations in both of these areas. Concurrent — The concurrent phase of the quality process encompasses the delivery of service and patient care. It focuses on performance monitoring and application of procedures. The Operations Managers are the primary resource for this evaluation. The Care Ambulance RFP # 18-059 — CARE AMBULANCE SERVICE 13