Attachments - Contra Costa Health Services

aspects of the organization ultimately contribute to quality patient care and, therefore,
we have instituted quality improvement measures across the spectrum of our
operations, including billing, customer service, and fleet maintenance.
As part of our approach, we assess quality results, examining our organization's
success at improving quality. Through our re-established Quality Leadership Council
(QLC), we continuously review our results, measure the success of our CQI program,
and make recommendations for improvement. The Council reports its findings to the
Vice President of Operations, who co-chairs the Council meetings three times a year.
At the same time, AMR recognizes that CQI processes are confidential and protected
from disclosure. All system participants are required to enter into privacy agreements
as required by law and that compel individuals involved to adhere to the confidentiality
requirements of the process.
Finally, our approach includes assessing the satisfaction of patients and other
stakeholders, using a variety of methods. These include establishing a CQI Hotline
giving customers and system participants the ability to leave commendations or
suggestions for service improvements on a voice mailbox, with the hotline number
publicized at local health care facilities, First Responder stations, and public safety
agencies. AMR’s CES Coordinator is automatically notified via pager or email of any
incoming calls, and incidents that require feedback are attended to by the end of the
next business day.