2013 Practitioner and Provider Manual - Presbyterian Healthcare ...

Quality Improvement Programshopping, as appropriate. Consumer advisoryboards are also used to evaluate the quality of ourservice and the customer experience.Service Quality Committee and Delegated TeamsThe Service Quality Committee and delegatedteams use the data above to identify opportunitiesfor improvement, make recommendations to theappropriate areas, and create action plans.Member and Provider Satisfaction PrioritizationProcessesPresbyterian conducts a formal prioritizationprocess to select the critical areas for improvementactivities for the following year. This objectiveprocess allows for the “voice of the customer” tohelp determine the areas of greatest concern andthe biggest drivers of satisfaction.23. Patient Safety ProgramThe Patient Safety Program improves the quality ofcare through the identification, analysis, andreduction of risks that could cause or have causedpreventable patient injury or impairment.Objectives of the Patient Safety ProgramIdentify opportunities to improve safetyperformance.Manage identified risk by timely intervention,corrective preventive action, and educationalactivities.Provide information on identified risk toappropriate departments and committees.Analyze adverse events, identify themesacross events, and use themes to drive qualityimprovement priorities.FocusEstablish a non-punitive culture for sharinginformation and lessons learned.The Patient Safety Committee focuses on bothprovider and health plan process-related risks. As ahealth plan, we recognize that our processes cancreate or contribute to medical errors.Performance MonitoringPriority consideration for the implementation ofpatient safety performance improvement strategiesis given toProcesses that affect a large percentage ofmembersProcesses that place members at risk if notperformed well, if performed when notindicated, or if not performed when indicatedProcesses that have been or are likely to beproblem-proneThe quality of clinical care process providesongoing monitoring and identification of trends andpotential sentinel events.QI Program: HEDIS ® Medical Record DataAbstractionHEDIS ® is a standardized set of performancemeasures that was designed to focus on healthcare quality. HEDIS ® data is collected annually andis designed to provide purchasers and consumerswith the information they need to compare theperformance of health plans. HEDIS ® is aregistered trademark of the NCQA and wasestablished by NCQA in 1992. The HEDIS ® reportcould not be prepared without the continuedcooperation and support of the provider community.12-112014 Practitioner and Provider Manual - Ver. 3