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CARE AMBULANCE SERVICES, INC. (2)
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CARE AMBULANCE SERVICES, INC. (2)
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Last modified
1/2/2019 2:23:20 PM
Creation date
1/2/2019 11:32:27 AM
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Contracts
Company Name
CARE AMBULANCE SERVICES, INC.
Contract #
A-2018-299
Agency
Finance & Management Services
Council Approval Date
12/18/2018
Expiration Date
12/23/2023
Insurance Exp Date
10/1/2019
Destruction Year
2028
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PROPOSAL TO PROVIDE FIRE/EMS EMERGENCY TRANSPORTATION & RELATED SERVICES <br />CITY OF SANTA ANA <br />ITEM 5: INTERNAL MEDICAL QUALITY CONTROL <br />Excellence in customer service requires -a commitment and systems in place to allow <br />continuous evaluation and improvement. Care's Continuous Quality Improvement (CQI) <br />Program meets this need. Our CQI processes are pervasive throughout our organization, from <br />the traditional clinical application, to our communications center and fleet maintenance facility, <br />to our billing office and our relationships with external providers and oversight agencies. <br />Care's Quality Assurance/Quality Improvement Manager, Chris Wilson, is responsible for the <br />overall management of Care's CQI Program. Quality is just a word until the people in an <br />organization give it meaning. At Care Ambulance, quality is the responsibility and commitment <br />of every employee. <br />Description of Care's "CQI" Process <br />An effective CQI program must provide the education, resources and support staff needed to <br />provide quality service and outstanding patient care. This is best accomplished through <br />observation, review, discussion and exchange of ideas when areas for improvement are <br />identified. These components are found in Care's CQI process in the following distinct but <br />connected phases: <br />Prospective—This phase includes employee recruitment, employee screening and selection, <br />written protocols, operational policies and employee orientation. Care Ambulance has a <br />comprehensive set of policies that address clinical, safety and operational issues, as well as <br />performance expectations for all personnel. Policies are updated and distributed to all <br />employees as needed to stay current with new laws, industry standards and EMS Agency <br />guidelines. Employee screening and selection is the first step of prospective quality assurance. <br />It is critically important to be able to recognize and choose the right personnel when they apply. <br />EMT candidates are required to pass several rigorous tests before employment is offered to <br />them. These tests include a written EMT knowledge test, EMT skills testing, oral interview, <br />strength and flexibility testing, medical examination and drug screening test and a complete <br />background check conducted by a licensed private investigator. As part of the prospective <br />phase new employees are assigned to New Employee Orientation. All employees receive <br />extensive education and training to create their personal foundation for delivering exceptional <br />service. Each orientation class has a presentation on Customer Service and Quality <br />Improvement. These presentations ensure that all Care employees understand the importance, <br />concepts, and the expectations in both of these areas. <br />Concurrent — The concurrent phase of the quality process encompasses the delivery of service <br />and patient care. It focuses on performance monitoring and application of procedures. The <br />Operations Managers are the primary resource for this evaluation. The Care Ambulance <br />RFP # 18-059 — CARE AMBULANCE SERVICE 13 <br />
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