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<br />INTERNAL MEDICAL QUALITY CONTROL <br /> <br />Excellence in customer service requires a commitment and systems in place to allow continuous evaluation <br />and improvement. Care's Continuous Quality Improvement (CQI) Program meets this need. Our CQI <br />processes are pervasive throughout our organization, from the traditional clinical application, to our <br />communications center and fleet maintenance facility, to our billing office and our relationships with extemal <br />providers and oversight agencies. <br /> <br />The Care Ambulance Service Quality Assurance/Quality Improvement Manager, Chris Wilson, is responsible <br />for the overall management of Care's Quality Improvement Program. Continuous Quality Improvement is <br />not only a formal program, but also a pervasive philosophy that is embedded in the fiber of every part of our <br />organization. Quality is just a word until the people in an organization give it meaning. At Care Ambulance, <br />quality is the responsibility and commitment of every employee. <br /> <br />Description of Care's "CQI" Process <br /> <br />An effective CQI program must provide the education, resources and support staff needed to provide quality <br />service and outstanding patient care. This is best accomplished through observation, review, discussion and <br />exchange of ideas when areas for improvement are identified. These components are found in Care's CQI <br />process in the following distinct but connected phases: <br /> <br />Prospective - This phase includes employee recruitment, employee screening and selection, written <br />protocols, operational policies and employee orientation. Care Ambulance has a comprehensive set of <br />policies that address clinical, safety and operational issues, as well as performance expectations for all <br />personnel. Policies are updated and distributed to all employees as needed to stay current with new <br />laws, industry standards and EMS Agency guidelines. Employee screening and selection is the first step of <br />prospective quality assurance. <br /> <br />It is critically important to be able to recognize and choose the right personnel when they apply. EMT <br />candidates are required to pass several rigorous tests before employment is offered to them. These tests <br />include a written EMT knowledge test, EMT skills testing, oral interview, strength and flexibility testing, <br />medical examination and drug screening test and a complete background check conducted by a licensed <br />private investigator. As part of the prospective phase new employees are assigned to New Employee <br />Orientation. All employees receive extensive education and training to create their personal foundation for <br />delivering exceptional service. Each orientation class has a presentation on Customer Service and Quality <br />Improvement. These presentations ensure that all Care employees understand the importance, concepts, and <br />the expectations in both of these areas. <br /> <br />13 <br />